Last updated: January 6, 2026

⚠️ Important: Multi-Brand Store Notice

We partner with multiple eco-friendly brands, each with their own return requirements. Return addresses, processing times, and specific conditions may vary depending on the product you purchased. We strongly recommend contacting us at info@thatgreenstore.com before initiating any return to confirm the specific policy that applies to your purchase.

Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Please note that some brand partners have shorter return windows (14 days), so we recommend checking the product page or contacting us to confirm the return window for your specific purchase.

Eligibility Requirements

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

How to Start a Return

Contact us at info@thatgreenstore.com to initiate your return. Once approved, we will provide you with:

• The specific return address for your product
• Shipping instructions
• Information about return shipping arrangements for your item

Return Shipping Costs

Standard Returns (Customer Changed Mind): Customers are responsible for return shipping costs. You will need to arrange and pay for return shipping to the address we provide.

Defective or Incorrect Items: If you received a defective, damaged, or incorrect item, we will cover the return shipping costs. In some cases, we may provide a prepaid return label or reimburse you for return shipping expenses.

Return shipping arrangements vary depending on the product and brand partner:

• Some brands may provide prepaid return labels for defective items
• For other returns, you may need to arrange shipping and we will reimburse you
• Specific instructions will be provided when your return is approved

Damages and Issues

Please inspect your order upon reception and contact us within 3 working days if the item is defective, damaged, or if you receive the wrong item. Prompt notification helps us resolve issues quickly with the appropriate brand partner.

Important: For damaged or defective items, please provide:

• Your order number
• Clear photos of the damage or defect
• A description of the issue

Some items (such as silver jewelry) may need to be physically returned for inspection rather than relying on photographic evidence alone.

Non-Returnable Items

Certain types of items cannot be returned:

Health and Safety Restrictions:

• Personal care goods where packaging has been opened (such as cosmetics, essential oils, beauty products)
• Perishable goods (such as food, flowers, or plants)
• Hygiene-sensitive items with compromised packaging

General Exclusions:

• Custom products (such as special orders or personalized items)
• Hazardous materials, flammable liquids, or gases
• Sale items or gift cards

Brand-Specific Return Conditions:

LaBante London Collections: To maintain the high standards of our LaBante pieces, please notify us of a return request within 14 days of receiving your order. If your item arrives damaged or defective, please contact us at info@thatgreenstore.com within 5 days of delivery with photos of the issue so we can resolve this immediately with the designer.

Non-Returnable Brands:

The following brands do not accept returns (as of September 5, 2025):

• Lorena Canals
• Trixie Baby
• Woopie
• Let's Go Green
• Vega Toys
• Little Tikes
• Smoby
• Feber

Additionally, certain brand-specific items may have different return conditions. Please refer to the product description or contact us for details about brand-specific return policies.

Exchanges

Due to our multi-vendor fulfillment model, direct exchanges are not available for all products. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period

If your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

We will notify you once we've received confirmation from the brand partner that your return has been received and inspected. If approved, you'll be automatically refunded on your original payment method within 10-20 business days, depending on the brand's processing time.

Please note:

• For voluntary returns (customer changed mind): Refunds cover the item cost only. Original shipping costs and return shipping costs paid by you are not refunded.
• For defective or incorrect items: Full refunds including original shipping costs will be provided, and return shipping costs will be covered or reimbursed.

If more than 20 business days have passed since we approved your return, please contact us at info@thatgreenstore.com.

Made-to-Order Products (T-shirts & Custom Items)

Our made-to-order pieces are crafted especially for you. As such, the following conditions apply:

• No returns or exchanges for change of mind, wrong size selected, or colour preference — please check the size guide carefully before ordering
• Defective or damaged items — if your item arrives damaged or defective, please contact us within 30 days of receiving your order with a photo and we will resolve it at no cost to you
• Lost in transit — claims must be submitted within 30 days of the estimated delivery date
• Wrong address — please ensure your shipping address is correct at checkout. If a shipment is returned due to an incorrect address, reshipment costs will be charged
• Unclaimed shipments — if a shipment is unclaimed and returned, reshipment costs apply

Under EU consumer rights law (Directive 2011/83/EU, Article 16c), the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised items.

Questions?

For any return questions or to confirm the specific policy for your purchase, contact us at info@thatgreenstore.com.