Return & Refund Policy

Thank you for shopping with That Thereby. We hope you love your purchase. If you are not completely satisfied, please review our return and refund policy below. We aim to make the process as clear and straightforward as possible.

1. Return Eligibility
You may request a return within 14 calendar days of receiving your order, subject to applicable consumer protection laws.
To be eligible for a return, the item must be unused, unworn, unwashed, unaltered, and in its original condition. All original packaging, tags, accessories, and proof of purchase must be included.
Items that have been worn, used, altered, or damaged after delivery due to customer handling are not eligible for a return or refund, except where required by applicable law.
All returned items will be inspected upon receipt. If an item shows signs of use, wear, or damage that was not present at the time of delivery, we reserve the right to refuse the return, subject to applicable law. We will notify you of our findings and explain the outcome of your return request.
If your item arrives defective, damaged, or incorrect due to an error on our part, please contact us so we can arrange an appropriate solution.

2. Return Process
To initiate a return, please contact our customer service team through our Support Center thatthereby@thatthereby.com with your order number and the reason for your return.
Please do not send any items back before receiving return instructions and the designated return address from our team.
Once your return request has been approved, securely package the item in its original packaging, including all relevant tags and accessories, and follow the return instructions provided.
We recommend using a tracked shipping service and keeping your shipping receipt until your return has been completed.

3. Return Shipping Costs
Change-of-mind returns
If you wish to return an item because you have changed your mind, selected the wrong item, or no longer want the product, you are responsible for the return shipping costs, except where applicable law requires otherwise.
Any applicable return shipping charges or permitted deductions from your refund will be communicated to you before the return is finalized.
Returns due to our error
If your item arrives defective, damaged, or incorrect due to an error on our part, please contact us with your order number and clear photographs of the issue.
After reviewing your request, we will arrange an appropriate solution, including a refund or replacement where applicable. That Thereby will cover reasonable return shipping costs in these circumstances, subject to applicable law.

4. Customs Duties and Import Taxes
All orders are shipped from China. Depending on your destination country, your order may be subject to import duties, taxes, or customs clearance fees.
Where That Thereby pays import duties or taxes on your behalf, these charges may not be recoverable if an order is subsequently returned.
For change-of-mind returns,
any import duties or taxes paid by That Thereby that cannot be recovered will be excluded from your refund only where permitted by applicable law and disclosed before purchase.
If you have paid import duties or taxes directly to a customs authority or courier, please contact our customer service team for guidance. Whether these charges can be refunded depends on the relevant customs authority's rules and procedures.
If your return is due to a defective, damaged, or incorrect item, please contact us before returning it. We will assist with the appropriate return shipping and customs arrangements in accordance with applicable law.

5. Refunds
Once we receive and inspect your returned item, we will notify you of the outcome of your return request.
Approved refunds will be issued to your original payment method. The time required for the funds to appear in your account depends on your payment provider and bank.
Refunds will include all amounts required by applicable law. Any permitted exclusions or deductions will be explained to you before the refund is finalized.

6. Non-Returnable Items
Items that do not meet the return eligibility requirements outlined above may not be accepted for return, subject to applicable law.
This policy does not affect your statutory rights regarding defective, damaged, or incorrectly supplied products.