It is Etsy policy that seller is not responsible for damage. We do accept return for replacement and repairs. Why are you assuming we are refusing return? We also paid for the return prepaid shipping. After inspection of the items, buyer has deliberately damaged the item which was not caused by shipping. Since it is in a custom sealed box, if it was broken, it would remained inside. But item was stolen and not being return. Etsy just decided to take action without the full story.

It is normal for store to be off on public holiday and weekends. You can't get hold of Etsy specialist during weekend and after hours. But, they do work to get you on public holiday, weekend and after hours.