Refund policy

Last updated: December 11, 2025

At SustainaShops, we want you to be happy with your purchase. If something is not right, we are here to help.

Because we operate through a network of selected third-party suppliers and fulfillment partners (dropshipping), returns are processed in coordination with our partners’ warehouses. SustainaShops acts as your main point of contact and support during the entire process.

1. Return Window

We have a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return:

  • the item must be in the same condition in which you received it,

  • unworn / unused,

  • with original tags and labels attached,

  • in the original packaging, and

  • you must provide a receipt or proof of purchase.

2. How to Request a Return

To start a return, please contact us at:

Please include:

  • your order number,

  • the item(s) you want to return,

  • the reason for the return, and

  • clear photos if the product is damaged, defective, or incorrect.

If your return is accepted, we will:

  1. Provide you with return instructions and the correct return address (usually the supplier’s warehouse, not our office address).

  2. Inform you whether a prepaid return label is available or whether you will need to arrange and pay for the return shipping.

Important:
Items sent back without prior authorization or to an address not provided by us may be refused and cannot be refunded.

3. Who Pays for Return Shipping?

  • If the product is defective, damaged, or incorrect due to our supplier or a fulfillment error, we will normally cover or reimburse reasonable return shipping costs or offer an alternative solution (replacement or partial refund), depending on the case.

  • If you are returning an item due to change of mind, wrong size, or preference, you will usually be responsible for the return shipping costs, unless otherwise stated in writing.

We will always inform you of the applicable conditions before you send back any item.

4. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it and contact us immediately if:

  • the item is defective or damaged, or

  • you received the wrong item.

This allows us to:

  • contact the supplier or logistics partner,

  • evaluate the issue, and

  • arrange a replacement, alternative product, or refund.

Where required, we may ask you to provide:

  • photos of the product and packaging,

  • description of the problem,

  • any additional details needed for the supplier’s quality check.

5. Non-Returnable & Limited-Return Items

Certain types of items cannot be returned, including but not limited to:

  • perishable goods (e.g. food, flowers, plants),

  • custom or personalized products,

  • intimate or sanitary goods,

  • some personal care and beauty products,

  • hazardous materials, flammable liquids or gases,

  • gift cards,

  • final sale / clearance items, where indicated as non-returnable at checkout.

If you are unsure whether a specific item can be returned, please contact us before placing your order or before initiating a return.

6. Exchanges

We do not process direct “item-for-item” exchanges.

If you wish to change size, color, or product:

  1. Request a return for the original item.

  2. Once the return is approved, you may place a new order for the item you prefer.

In some cases, our suppliers may offer an alternative solution (e.g. replacement shipped directly). We will inform you if this option is available.

7. European Union – 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification, in line with applicable consumer law.

To exercise this right:

  • the item must be unused, unworn, with tags, and in the original packaging, and

  • you must provide proof of purchase.

This right does not override the exceptions listed in the “Non-Returnable Items” section and may not apply to certain product categories (e.g. personalized or hygienic products once unsealed).

8. Refunds

Once we and/or our supplier have:

  1. Received your returned item at the designated address, and

  2. Inspected it for conformity with the return conditions,

we will notify you whether the refund is approved or rejected.

If approved:

  • A refund will be issued to your original payment method.

  • Please allow up to 10 business days for the refund to appear on your statement.

  • Your bank, card issuer, or payment provider may require extra time to process and post the refund.

If more than 15 business days have passed since we confirmed your refund approval, please contact us at contact@sustainashops.com so we can investigate.

9. Questions

For any questions about returns, refunds, or this policy, you can reach us at:

SustainaShops will act as your interface and support with our suppliers and partners throughout the return and refund process.