Last updated: June 22, 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

EU customers: You can initiate a return or cancellation directly through your customer account: https://shopify.com/65215987945/account. If you checked out with a phone number only, use the return link in your SMS order confirmation instead.

All other customers: 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

You can also contact us at info@thatgreenstore.com for assistance with your return request.

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.

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

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 – Right of Withdrawal

If your order is shipped to a European Union country, you have the right to cancel or return it within 14 days of receiving the last item in your order, for any reason and without justification, in accordance with EU Directive 2011/83/EU.

How to start a withdrawal request: You can initiate a return or cancellation directly through your customer account: https://shopify.com/65215987945/account

If you checked out using a phone number only (without an email address), you cannot log in via the link above. Please use the return link in your SMS order confirmation instead.

You can also contact us at info@thatgreenstore.com for assistance with your withdrawal request.

Condition of returned items: Items must be returned unused, unworn, with tags attached, and in their original packaging, along with proof of purchase.

Return shipping: Return shipping costs for withdrawal requests are at the customer's expense unless otherwise agreed. We recommend using a tracked shipping service.

Refunds for EU withdrawal requests: Once we receive your returned item (or proof that it has been sent), we will refund you within 14 days to your original payment method. Your refund will include the standard outbound shipping cost you paid at checkout. Express or non-standard shipping upgrades are not refunded.

Exemptions — items that cannot be returned under the right of withdrawal:

• Opened personal care, cosmetics, or hygiene products
• Custom or personalised/made-to-order items (per Art. 16c, Directive 2011/83/EU)
• Products from brands that do not accept returns (see brand-specific conditions above)

We recommend consulting independent legal advice to confirm this policy meets all applicable EU requirements for your specific business.

Refunds (General) 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.