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

If your order arrives damaged, please contact us within 72 hours of delivery where possible so we can resolve the issue promptly.

If you discover a fault at any time while using the product, please contact us as soon as possible through our Contact Form. These timeframes do not limit your rights under the Consumer Guarantees Act 1993 (New Zealand).

When submitting your enquiry, please include:

• Your order number
• A brief description of the issue
• Clear photos or videos showing the issue, where applicable
• Photos of the outer packaging if the item arrived damaged

Once we have assessed the issue, we will provide an appropriate remedy in accordance with the Consumer Guarantees Act 1993 (New Zealand), which may include a replacement or refund. We will also cover any applicable return shipping costs.

This does not affect any additional rights you may have under the consumer protection laws of your country of residence.

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.