Last updated: September 7, 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 14-day return policy as standard, which means you have 14 days after receiving your item to request a return. Some brand partners allow up to 30 days — please contact 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, unused, with tags attached, and in its original packaging. You'll also need the receipt or proof of purchase. Before authorising any return, we may ask you to provide photos of the item.

How to Start a Return

EU customers: You can initiate a return or cancellation directly through your customer 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

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. 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. Please provide your order number, clear photos of the damage or defect, and a description of the issue. Prompt notification helps us resolve issues quickly with the appropriate brand partner.

Note: 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 personalised items)
• Hazardous materials, flammable liquids, or gases
• Sale items or gift cards

Brand-specific return conditions:

Infantium Victoria & Seajure: 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.

Non-returnable brands: The following brands do not accept returns (as of September 7, 2026):

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

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, or contact us at info@thatgreenstore.com for assistance.

Condition of returned items: Items must be returned unused, unworn, with tags attached, and in their original packaging, along with proof of purchase. Before authorising any return, we may ask you to provide photos of the item. Items that show signs of use or wear beyond what is necessary to assess their nature may be subject to a partial refund reflecting the diminished value, as permitted under EU Directive 2011/83/EU.

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)

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 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.

Unclaimed Shipments If a parcel is not collected from the designated pickup point or delivery address within the carrier's holding period and is subsequently returned to us, the following applies:

• Return-to-sender costs: any fees incurred by the carrier to return the parcel are the customer's responsibility.
• Reshipping: should you wish the order to be resent, the customer is responsible for the cost of reshipping.
• Refund: if you prefer a refund instead, we will refund the item cost only once the parcel is received back. Original outbound shipping costs, return-to-sender fees, and any payment processing or currency conversion fees are non-refundable.

Please note that carrier holding periods vary and are outside our control. We recommend collecting your parcel promptly upon receiving delivery notifications.

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.