Refund policy

 

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. Buyer will bear the shipping costs.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return or exchange, you can contact us at marketing@matex.com.sg stating your order number, reason and product to return or exchange. If your request is accepted, we’ll send you a instruction on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Upon refund accepted by the seller, please allow up to 10 business days for your refund to be credited to your account.

Our working hours are 1030 to 1630 on Mondays to Fridays, excluding public holidays.
You can always contact us for any return question at marketing@matex.com.sg.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as protective mask and gear) for hygiene reasons among others. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

In addition, we will not accept returns on sale items or gift cards.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.