Returns & Refund Policy

Last updated: 23rd Jan, 2026.

Due to the nature of cosmetic and personal care products, we have a limited returns policy designed to protect hygiene and safety while complying with New Zealand consumer law.

Change of Mind Returns

We accept returns for unopened and unused items only, provided that:
  • The return request is made within 14 days of delivery
  • Products are unopened and unused
  • Original packaging is intact and undamaged
  • Proof of purchase is provided

Customers are responsible for return shipping costs for change-of-mind returns.
Shipping fees are non-refundable.

Opened or Used Products

For hygiene and safety reasons, we do not accept returns on opened or used cosmetic products, unless the product is faulty.

Faulty or Incorrect Items

If your product arrives damaged, faulty, or incorrect, you are entitled to a remedy under the New Zealand Consumer Guarantees Act.

Please contact us within 7 days of receiving your order at hello@mermaidssecret.com, including:
  • Your order number
  • A brief description of the issue
  • Clear photos of the product and packaging

If the product is confirmed to be faulty, we will offer a replacement, or refund, including return shipping where applicable.

Refund Processing

Approved refunds will be processed back to the original payment method within 5–10 business days after the returned item has been received and inspected.

Privacy Policy

Privacy Policy

Last updated: 23rd Jan, 2026.

We respect your privacy and are committed to protecting your personal information.

Information We Collect

When you make a purchase or sign up to our mailing list, we may collect:
  • Name
  • Email address
  • Shipping and billing address
  • Payment information (processed securely by third-party providers)

How We Use Your Information

Your information is used to:
  • Process and fulfil orders
  • Communicate order updates
  • Provide customer support
  • Send marketing communications (only if you opt in)

Data Protection

We do not sell or share your personal information with third parties, except where necessary to fulfil your order (e.g. payment processors, courier services).

You may request access to or deletion of your personal information at any time by contacting hello@mermaidssecrets.com.

Terms & Conditions

Last updated: 9th Jan, 2026.

By accessing or using our website, you agree to be bound by the following terms and conditions. If you do not agree, please do not use our website or services.

General

We reserve the right to update or modify these terms at any time. Changes will take effect immediately upon posting on the website.

Products & Information

We take care to ensure product descriptions, ingredients, and imagery are accurate. However, slight variations in packaging or colour may occur.

Our products are for external use only. Always read labels and usage instructions carefully before use.

Pricing & Payments

All prices are listed in NZD unless stated otherwise.
We reserve the right to change prices at any time without notice.

Payments are processed securely through Shopify-approved payment providers.

Orders

We reserve the right to refuse or cancel any order for reasons including, but not limited to:
  • Product availability
  • Errors in pricing or product information
  • Suspected fraudulent activity

If your order is cancelled after payment has been processed, a full refund will be issued.

Limitation of Liability

To the fullest extent permitted by law, we are not liable for indirect, incidental, or consequential damages arising from the use of our products or website.

Nothing in these terms limits your rights under the New Zealand Consumer Guarantees Act.