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 14 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.