Refund policy

Refunds and Cancellations Policy

Last updated : 1 October 2026

This policy covers cancelling an order, our 90-day money-back guarantee, what happens if something is faulty or does not arrive, and how to cancel a subscription.

It forms part of our Terms of Service.  Where this policy and the Terms conflict, the Terms apply.

If you are looking for how to pause or cancel a subscription, go straight to section 7.

1.  Cancelling an order before it is sent

You can cancel any order at any point before it is fulfilled, and it will not be sent.  Email hello@wearematre.com with your order number and we will stop it and refund you in full, including any delivery charge.

This applies to every order, including same-day delivery in Singapore and including the first order on a subscription.  Same-day gives you a short window, so tell us straight away.

Once an order has been fulfilled and handed to the courier we cannot recall it.  At that point the guarantee in section 2 applies instead.

2.  Our 90-day money-back guarantee

If a product is not right for you, tell us within 90 days of the day it was delivered and we will refund what you paid for it.  Delivery means the date shown on your tracking.

The guarantee works like this.

• It applies to the first order of any given product or subscription.  If you later try something different from our range, that first order of the new product is covered too.

• You can claim once.  The guarantee is one claim per customer over the life of your relationship with us, and a customer means a person, not an account : opening a new account or using a different email address does not create a new entitlement.

• On a subscription, the guarantee covers your first order on that subscription.  It is not renewed by a later cycle, by pausing and restarting, or by taking out a new subscription.

• You do not need to explain yourself, though we would like to know what did not work so we can do better.

3.  Do I have to send anything back?

Anything you have opened stays with you.

Bottles that are still sealed come back to us.  We will tell you where to send them and we will pay the return postage.

4.  Gifts, bundles and subscriptions

Gifts and free items.  They are yours - you keep them, and we do not deduct their value from your refund.

Bundles.  A bundle is refunded as a whole.  If you want to keep part of it, tell us and we will refund the difference between what you paid and the normal price of what you are keeping.

Subscriptions.  If we refund your first subscription order under the guarantee, we cancel the subscription at the same time so you are not charged again.

5.  Faulty, damaged or wrong items

This is separate from the guarantee.  It is not limited to one claim and not limited to a first order, and using it does not use up your guarantee.

Wrong item.  Email hello@wearematre.com and we will put it right, either by sending the right thing or by refunding it.

Damaged on arrival.  Tell us within seven days of delivery and send a photograph of the product and the outer packaging.  The window is short because the packaging is the evidence and it tends to be thrown away.  Our Shipping Policy has the detail.

Faulty product.  If a product is faulty rather than damaged in transit, tell us and we will replace or refund it.  There is no seven-day limit on this one.

Discolouration is not a fault.  We use fresh ingredients and some of our products change colour naturally over time.  That is not a fault and does not affect their safety or how well they work before the expiry date, and it does not affect any of your rights here.

6.  If something goes wrong with delivery

These are all covered in our Shipping Policy rather than here, so that there is one answer rather than two.

• A parcel that never arrives : Shipping Policy section 7.  Tell us within 30 days of the last tracking scan, or within 30 days of dispatch if there was never a scan, and you choose between a resend and a full refund.

• A parcel refused, or returned because import charges were not paid : Shipping Policy section 8.

• An address that was entered wrongly : Shipping Policy section 8.

• A parcel seized at the border because an ingredient is restricted where you live : Shipping Policy section 5.  This, a parcel stolen after a confirmed delivery scan, and goods that never come back to us are the situations where the goods are gone and we cannot refund you.

7.  Pausing or cancelling a subscription

You are in control of this and you do not need to ask us.

In your account.  Log in at wearematre.com using the email address you used for the order, and you can pause, reschedule, change or cancel at any time.  You will be sent a one-time code by email each time you log in, so there is no password to remember.

Or ask us.  If you get stuck, email hello@wearematre.com and we will do it for you.

The cut-off.  Cancel or pause by 23:59 Singapore time on the day before your renewal date and you will not be charged for that cycle.  We email you at least seven days before every renewal telling you what you will be charged and when, so the date is never a surprise.

If you cancel after being charged but before the order is fulfilled, section 1 applies : tell us and we will stop it and refund you in full.

There is no minimum term and no cancellation fee.  Your subscription simply ends.

Price changes.  If we change the price of a subscription, we will give you at least one full billing cycle's notice before the new price applies.  On a three-month plan that means three months' notice.  You can cancel at any time before the new price takes effect, and the old price applies to everything shipped until then.

Failed payments.  If a payment fails we will email you and try the same payment method twice more, three days apart.  If the third attempt also fails we pause your subscription rather than cancel it, so you keep your price and can restart at any time once your payment details are up to date.

8.  How refunds are paid

To the original payment method, in the currency you were charged in.  We cannot refund to a different card or account.

Within five business days of us approving your claim.  Your bank may take up to 10 business days after that to show it, which is their timing rather than ours.

What is refunded.  The price you paid for the product.  Delivery charges are not refunded on a guarantee claim, because the delivery happened.  Where we cancel an order before it is sent, or where something was our fault, we refund the delivery charge as well.

A note on exchange rates.  If you were charged in a currency other than Singapore dollars, we refund the same amount in that same currency.  If the exchange rate has moved since you paid, or your card issuer adds a conversion fee, the amount landing in your account may differ slightly.  That is outside our control.

9.  Your rights where you live

Nothing in this policy limits any right you have under the law of your own country that cannot be contracted out of.

You keep your rights in respect of goods that are faulty, not as described, or not fit for purpose.  Those rights are not affected by the time limits in this policy.

10.  How to claim

Email hello@wearematre.com with your order number and a sentence about what happened.  For a damaged item, attach a photograph of the product and the outer packaging.

We aim to reply within one business day.  We will tell you straight away whether anything needs to come back, and if it does, where to send it.

VLX Group Pte Ltd (UEN 202614296D), trading as MATRĒ.