Refund policy
Return & Refund Policy
At THATSTORE, we want you to feel confident when shopping with us. Please read our return and refund policy carefully before placing an order.
Order Cancellations
Orders can only be cancelled before they are processed or shipped. If your order has already been processed, packed, or shipped, we may not be able to cancel it.
To request a cancellation, please contact us as soon as possible at:
support@thatstore.store
Returns
We only accept returns if the item arrives damaged, defective, incorrect, or significantly different from what was ordered.
To be eligible for a return:
• The item must be unused
• The item must be in its original condition
• The item must include the original packaging when possible
• You must contact us within 48 hours of delivery
• Clear photos or videos of the issue must be provided
We do not accept returns for items that are not damaged or defective, including cases where the customer simply changes their mind, orders the wrong item, no longer wants the product, or does not like the product after receiving it.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at:
support@thatstore.store
Please include:
• Your order number
• Photos or videos showing the issue
• A short explanation of the problem
Once we review your request, we will let you know if you are eligible for a replacement, refund, or another solution.
Refunds
Refunds are only issued after your request has been reviewed and approved.
If approved, the refund will be sent back to your original payment method. Please note that it may take a few business days for your bank or payment provider to process the refund.
We do not issue refunds for:
• Change of mind
• Buyer’s remorse
• Wrong item ordered by the customer
• Incorrect address provided by the customer
• Failed delivery due to customer absence or refusal
• Delays caused by customs, local carriers, or incorrect shipping information
• Items marked as delivered by the shipping carrier
Return Shipping
If a return is approved, we will provide instructions on how and where to send the item.
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect due to our error.
Items sent back without contacting us first will not be accepted.
Exchanges
We only replace items if they are defective, damaged, or incorrect. If you need a replacement, please contact us with your order number and photos or videos of the issue.
Shipping Issues
If your tracking shows that the order was delivered but you did not receive it, please first check with your local carrier, neighbors, building reception, or household members.
Once an order is marked as delivered by the carrier, we cannot guarantee a refund or replacement. However, you can contact us and we will do our best to help you investigate the issue.
Non-Returnable Items
For hygiene and safety reasons, some items may not be eligible for return once opened or used, including beauty, personal care, and intimate-use products.
Contact Us
For any return or refund request, please contact us at:
support@thatstore.store
Please include your order number so we can help you faster.