What should I do if an Etsy custom commission client wants a free remake?

Hi! If the item matches what you agreed on (size, colors/materials, design details) and isn’t defective, you’re not obligated to let them keep both pieces and get a free remake—what they’re asking for is essentially “two for the price of one.” A fair, buyer-friendly way to handle it is: ask for photos and clarify what exactly they “don’t like,” then offer either (1) a paid remake/revision (you can discount labor if you want), or (2) a return of the disliked piece for a refund (or partial refund) in line with your Etsy return policy. Only offer a free remake if you made an error or it’s genuinely not as described.

A good message flow for Etsy Messages:

• Confirm whether it’s a quality/accuracy issue or a preference issue. Ask: “Can you send a couple photos and tell me what feels off (fit, color, proportion, finish, etc.)?”
• If it’s your mistake / not as described: apologize, and offer a fix (remake/repair/replacement) at no cost, and be clear about whether you need the original returned.
• If it’s accurate but they simply don’t like it: keep it simple and give two clear options:
  1. Return the piece you don’t like → refund (or partial refund) once it’s returned in original condition (whatever you’re comfortable with).
  2. Keep it and order a remake → you quote a remake price (even if it’s “materials + discounted labor”), and treat it as a new custom order.

A couple important guardrails:

• Don’t agree to any “keep both + free remake” deal unless you truly want to—once you agree in Etsy Messages, Etsy generally expects you to honor that agreement.
• If you do offer a remake, decide upfront whether you require the original returned (this prevents “free extra item” situations).

Going forward, yes—set clearer custom order terms right in the Etsy listing and/or your shop FAQs. The terms that prevent most problems are:

• What counts as a “revision” vs. a “remake” (and what each costs)
• How many revision rounds are included (example: 1 small revision included; additional changes are paid)
• Approval steps (photo proof/mockup approval = after approval, major changes are paid)
• Return/exchange stance for custom items (even if you don’t accept returns, say what you will do if something arrives incorrect/defective)

If you tell me what kind of product this is (clothing? artwork? jewelry?) and whether you shared proofs/measurements beforehand, I can help you draft a firm-but-kind reply that fits your situation.