Returns & Refund Policy

Last updated: 20th May, 2026.

We want you to love every part of your Mermaid’s Secret ritual.
If something isn’t right, please reach out and our team will assist you.

Change of Mind Returns

For hygiene and safety reasons, products must be returned in their original, unopened, and unused condition.

To qualify for a change-of-mind return:

• The return request must be made within 30 days of delivery
• Products must be unopened and unused
• Original packaging must be intact and undamaged
• Proof of purchase must be provided

Customers are responsible for all return shipping costs and any associated duties for change-of-mind returns.

Promotional Items & Free Gifts

If your purchase included a free promotional item or gift with purchase, all promotional items must be returned together with the main product to qualify for a refund.

Items received free of charge, as part of a promotion, or as a thank-you gift are not eligible for monetary refund or exchange.

For kits and bundles, all original items must be returned together. Partial returns will not be refunded.

Damaged & Faulty Items

Any item that arrives damaged must be reported within 72 hours of delivery to qualify for a replacement or refund under the New Zealand Consumer Guarantees Act. Please include your order number and clear photos of the damage.

Please contact us within 14 days of receiving your order through our Contact Form.

When submitting your enquiry, please include:

• 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.