Refund and Returns Policy
At Mermaid Cosmetics, we’re a small, Australian-owned business committed to creating quality, effective skincare you can trust. Your satisfaction is important to us, and we wanted to ensure fairness and transparency in every order.
✅ Your Consumer Rights
We accept returns for unused, unopened products purchased on the website at mermaidcosmetics.com.au within 7 days of purchase. We are unable to accept an item that has been opened, unless the product is damaged or defective. In case of a damaged, defective, or incorrect item, please contact us.
Your satisfaction is importance to us.
Please note: Return shipping is the responsibility of the customer.
🔁 Change of Mind Returns
Due to the personal nature of skincare and for health and hygiene reasons, we do not accept returns on used or opened or change of mind products.
🚚 How to Request a Return
Please use the contact page and provide us with:
- Your order number
- The product(s) you wish to return
- Reason for return (and photo evidence if the item is faulty)
- We’ll respond within 5 business days with next steps.
- Please note: Products purchased with vouchers, as part of a bundle, or during promotional sales are excluded from our return policy.
💸 Refunds
Once your return is received and inspected:
We’ll notify you of the outcome
If approved, a refund will be issued to your original payment method within 10 business days
If your package has been returned to us, but you haven’t received a refund confirmation email within 14 days
We ask you to contact us.
Please provide your order and return number ready to facilitate your request.
🙏 A Note from Us
As a small business, every order supports people behind Mermaid Cosmetics. We thank you for understanding our policies, which help us keep delivering safe, high-quality skincare to you and others.
For any questions, please don’t hesitate to reach out via the contact page.
📍 Based in NSW, proudly Australian-owned.