How do I handle an Etsy refund request for an opened or non-returnable body product?

Hi! If the buyer simply changed their mind (and the order was delivered as described), you’re totally within reason to politely deny a return/refund for an opened or hygiene-sensitive body product—as long as your Etsy return policy/FAQs/listing description clearly say you don’t accept returns on personal care items for sanitary reasons. Etsy’s Purchase Protection is generally for things like not received, damaged, late, or “not as described,” not “buyer’s remorse,” so you don’t want to promise a refund if none of those apply.

Here’s the approach that usually protects your shop best:

1) Ask one quick clarifying question (and keep it calm).
You want to find out if this is a “changed my mind” refund request, or if they’re hinting at a real issue (reaction, scent mismatch, leakage, damage, etc.). For example:

• “Can you share what the issue is—was the item damaged/leaking, not as described, or are you wanting to return it for another reason?”

2) If it’s NOT damaged/not as described (just a refund request): deny politely + reference hygiene policy.
You can say you can’t accept returns of skincare/body products once they’ve left your control, for hygiene and safety reasons. Also avoid accusing them of opening it—just state your policy applies either way because you can’t verify handling.

3) If it IS damaged/leaking/wrong item: offer a solution you can stand behind.
For genuine problems, a replacement (often after photos) or a refund without requiring a return is common for body products—because a return isn’t useful to you anyway. If you refund, do it through Etsy so it’s documented.

4) Don’t “direct them to open a case” as your main move—but don’t fear it either.
If they insist and you believe you shipped on time, the listing was accurate, and delivery is confirmed, you can calmly say they’re welcome to use Etsy’s “Help with order” flow if they feel it qualifies. If a case is opened, respond promptly in the case log with your facts (delivered tracking, your stated hygiene/return policy, photos of your packaging if you have them).

If you want, you can copy/paste this message and tweak it:

“Thanks so much for reaching out. I’m glad to hear your order arrived. Because this is a body/skincare product, I’m not able to accept returns or issue refunds for non-defective items due to hygiene and safety reasons (per my shop policies). If there’s a problem like damage in transit or the item not matching the listing, please tell me what’s wrong and send a photo so I can help make it right. If you still feel the order qualifies for Etsy’s support, you can also submit a Help with order request through Etsy so it can be reviewed.”

One last tip for future protection: make sure every relevant Etsy listing clearly states your no-returns for personal care items policy (and consider using a tamper-evident seal and photographing packed orders).