Refund policy

RETURN & REFUND POLICY

thatyouare.co

Last updated: April 2026

This policy applies exclusively to products purchased through thatyouare.co. Purchases made via third-party platforms or stockists are not eligible for returns or exchanges under this policy.

Policy Summary

 

	🇸🇬 Singapore	🌏 International
Returns accepted	Yes — store credit	No — all sales final
Return window	7 calendar days	—
Cash refunds	No	No
Store credit	Yes (minus S$6.50 fee)	No
Defective items	Accepted within 7 days	Accepted within 21 days
Exchanges	Case by case	No

Returns — Singapore Orders

We accept returns on full-priced, regular items for store credit within 7 calendar days of receiving your order.

 

Eligibility

To be eligible for a return, items must be:

•        Unworn and unused

•        In their original packaging, with all tags still attached

•        Purchased at full price (not on sale, discounted, or bought with store credit)

 

Returns sent without prior approval will not be accepted. Return shipping fees and packaging costs are the responsibility of the customer. We are not liable for returns lost in transit.

 

How to Initiate a Return (Singapore)

You must have an account on thatyouare.co before initiating a return, as store credit is tied to your order.

 

•        Email customercare@thatyouare.co with the subject line: [Return Enquiry for Order ID – ###]

•        Our team will review your request and respond with approval or rejection within a reasonable timeframe

•        If approved, we will create a NinjaVan return order on your behalf and share drop-off instructions with you

•        Pack your item securely in its original packaging and drop it off at any Ninja Point (PUDO) across Singapore

 

Store Credit

•        A return processing fee of S$6.50 (inclusive of GST) will be deducted from your store credit to cover the NinjaVan return shipment

•        Store credit for the remaining amount will be issued within 14 business days of us receiving your return

•        Store credit is valid for 12 months from the date of issue

•        We do not offer cash refunds

•        Store credit excludes your original shipping charge

 

If you have not received your store credit after 14 business days, contact us at customercare@thatyouare.co.

Returns — International Orders

 

All international orders are final sale. We do not accept returns, exchanges, or issue store credit for orders shipped outside of Singapore.

 

This applies to all international markets including Malaysia, Indonesia, Thailand, Philippines, and Australia.

 

We strongly encourage international customers to review sizing, product details, and photos carefully before placing an order. If you have any questions prior to purchasing, please reach out to us at customercare@thatyouare.co.

Non-Returnable Items

The following items are not eligible for return or exchange under any circumstances:

 

•        Items purchased on sale or at a discounted price — these are final sale

•        Full-priced items bought with a promotional code that explicitly states 'no return, exchange, or refund'

•        Items received from giveaways or contests — subject to their respective terms

•        Items that have already been exchanged once

•        All international orders (Malaysia, SEA, Australia)

Defective or Incorrect Items

If you received a defective or incorrect item, please contact us at customercare@thatyouare.co as soon as possible with the following:

 

•        Your order ID

•        A clear photo of the defect or incorrect item

•        A clear photo of the entire item

•        A photo showing the label intact

 

Singapore Orders

Please contact us within 7 calendar days of receiving your order. We will arrange collection at no cost to you — either via a NinjaVan return order or through personal pickup, depending on the situation.

 

International Orders

Please contact us within 21 calendar days of receiving your order. Our team will review your case and provide instructions accordingly. Where a defect or error is confirmed, we will work with you on a resolution on a case-by-case basis.

Exchanges — Singapore Only

If you would like to exchange an item, contact us at customercare@thatyouare.co for instructions. Each exchange is handled individually.

 

We cannot guarantee that your desired item will be in stock by the time your return is processed. We recommend initiating the return process as early as possible. Once approved, you may place a new order for the item of your choice. Any difference in delivery charges will be borne by you.

 

Exchanges are only available for Singapore orders. International orders are not eligible for exchanges.

Order Cancellations

Once an order has been placed and payment processed, cancellations are not accepted.

 

In the event of a duplicate order or system error, contact us immediately at customercare@thatyouare.co and our team will review on a one-time basis.

General Notes

•        We are not liable for returns lost in transit

•        We are not liable for uncollected parcels returned to us due to failed delivery attempts

•        That You Are reserves the right to reject any return that does not meet the eligibility criteria above

Contact Us

For all return and refund enquiries, please reach out to us at:

 

customercare@thatyouare.co

We aim to respond to all enquiries within 1–2 working days.

 

— That You Are