If you want to return something be positive. Don't complain but request if you can exchange or please return and you will buy some other time.

Every Etsy store has reviews. Go to the front page of their store and you'll see. Reviews / shop policies / contact... etc. Always read shop policies. Lot of people don't accept returns. Especially if it was made to order. If there's a problem with the iitem you receive, just talk to the owner. Some will accept returns and give refunds, others don't.

You should be able to click on their star rating and the reviews should pop up. When you pay by paypal and need a refund then you would do it through paypal. Paypal will offer you a refund if needed and justified. I personally prefer to go through paypal rather then direct checkout through Etsy.

Hope that helps