RETURNS POLICY
What is the Planet Mermaid's Christmas Returns Policy?
Our policy is extended from the 11th October 2024 to the 6th January 2025.
This enables you to exchange any item unused and within our policy guidelines up until the 6th January 2025.
Refunds are available up to 30 days of purchase date. If an item is unavailable a voucher will be given.
More questions?
Please call +44(0)1234 352488 or email support@planetmermaid.com
What is the Planet Mermaid UK & Rest of World returns policy?
The Planet Mermaid returns policy lasts 30 days within your order's original shipment date unless otherwise noted on the product's page, during which time we can offer you a full refund or exchange. To be eligible for a refund, the product must be in an unused and perfect re-saleable condition.
Please take time to note that normal wear and tear of the Mermaid Tail, Mermaid accessories, fins, bags and all other material items used in a swimming pool can include pilling, snags or effects from fabric rubbing on rough surfaces etc. These are considered natural effects and not defective in any way. Care of the Mermaid items are essential - Do not stand on your tail on the ground or the swimming pool. Do not scrape your tail against anything rough or sharp. This can cause damage and not covered under the Planet Mermaid 30 day guarantee.
Additionally, user must follow instructions for all Planet Mermaid goods. Failure to follow care and respect rules can result in misuse of item and damage. We strongly recommend that you drain and dry items as per care labels to keep them at there best. If you are in any doubt as to how to care for your items please contact customer services for further assistance. We can not be held liable for user damage/misuse of goods. Of course things can go wrong from time to time and we are here to help and do request that items are returned for a full inspect in order to resolve any pending issues. If you have purchased Planet Mermaid goods through a different platform please refer to the return/exchange policy with that medium.
We will respond within 24 hours of our opening times. Please note that once your item is received, we will notify of approval or rejection of your refund and, if applicable, details of the refund. It is expected that you respond to requests (for further information such as photos, items returned) within a timely manner.
We recommend that you ship your package with a carrier that provides tracking information. Planet Mermaid is not responsible for any return packages that are lost or damaged in transit.
You will be responsible for paying for your own shipping costs for returning your item(s). Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund unless otherwise informed. Please ensure you communicate your return through the appropriate platform purchased from.
International orders
International orders will be subject to EU taxes that will be added to your order to enable a smooth customs process. Outside the EU you may be liable for other taxes you need to pay. Failure to pay those taxes/charges by your local customs office will delay your delivery and Planet Mermaid can not be liable for any losses or additional costs associated with your countries tax authority outside the EU. All international orders that require returns or exchanges will be paid via the buyer. Any resends of items will have a delivery cost that the buyer must cover.
Any other questions?
Please fill in the form below and we will respond within one day.
