We offer a 30-Day Money-Back Guarantee on eligible purchases. If you are not satisfied with your product, you may return it within 30 days of receiving your order for a refund. To qualify, items must be returned in original condition, including all components and packaging. 

Refunds cannot be issued for items that are missing parts, damaged, excessively used, or returned without their original packaging. Once your return has been received and inspected, eligible refunds will be processed back to the original payment method. 

We do not accept refunds for gift vouchers, haircare products or accessories for hygiene reasons, unless the item is faulty. Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law. For full details, please review our Returns Policy.  

How to Initiate a Return

To start a return, email us at returns@mermadehair.com with the following details:

• Name
• Address
• Email address
• Order number or proof of purchase
• Reason for return
• Batch code (found on the safety label or behind the handle)
• Product type and colour

Once your return request has been approved, ship your return back to our warehouse. Please be advised that customers are responsible for covering the cost of return shipping.

Once your return has been inspected, a full refund for the returned product will be issued to your account within 7 days.

Please note that dispatch, shipping, and returns processing may experience delays during sales and promotional periods.

Returns can take 5 to 7 business days to be processed once they arrive at our warehouse. All updates will be communicated via email, so please wait until after the specified time frames before reaching out. Thank you for your patience.

• When you are ready to begin a return, please email returns@mermadehair.com. Return requests are reviewed within 3 to 5 business days. Please wait for your approval email before sending your package back to us.
• Products may only be returned by post if they were originally purchased online. Customers are responsible for sourcing and paying for their own shipping, customs fees, and import taxes. We recommend using a tracked shipping service, as Mermade Hair is not liable for lost items.
• Ensure your parcel is securely packed and that your shipping label is clearly visible.
• Returns that are not approved by email may be denied and returned to the sender.
• Once your return is received and inspected at our warehouse, your refund will be processed within 7 business days and you will be notified via email.

We are so sorry to hear that your order was not up to our usual high standard. Every Mermade product is crafted to the highest standards and carefully checked by our team before it reaches you. However, if you believe your item is faulty, damaged, or incorrect, please email returns@mermadehair.com. 

Our team will assess your request and arrange a replacement or refund where appropriate. 

To initiate a faulty item return, please include the following details in your email:

• Name
• Address
• Email address
• Order number or proof of purchase
• Batch code (found on the safety label or behind the handle)
• Product type and colour
• Description of the issue with supporting photo or video evidence

All electrical Mermade products are covered by a 2-year replacement warranty.

If you purchased a Mermade product from a retailer or stockist, please contact the retailer directly for their returns policy. Purchases made through retailers are not covered under Mermade Hair’s 30-Day Money-Back Guarantee.

All Mermade products are covered by a 2-year replacement warranty.

To help ensure a seamless warranty process, customers may register their product online here, however registration is not compulsory.

Mermade Hair warrants its products against defects caused by faulty materials or workmanship for a period of two years from the original date of consumer purchase.

If a Mermade product becomes defective within the warranty period due to a manufacturing fault, Mermade Hair will replace the item.

To submit a warranty claim, customers should email returns@mermadehair.com or fill out this form, and provide proof of purchase along with the batch code located on the product (where applicable). The batch code allows Mermade Hair to identify the production date of the item.

If the product was purchased through an authorised retailer, customers may contact the retailer directly for assistance or contact Mermade Hair at returns@mermadehair.com.

This warranty does not cover damage caused by:

• Accident, misuse, abuse or alteration of the product
• Servicing or repair by unauthorised persons
• Use with unauthorised accessories
• Connecting an electrical product to an incorrect voltage or power supply
• Wrapping the cord around electrical appliances causing premature wear or breakage
• Any other conditions beyond our reasonable control

Nothing in this warranty excludes, restricts or modifies rights under Australian Consumer Law.

Get first dibs on our newest launches and most-loved Mermade favourites by pre-ordering. By placing a pre-order, you are reserving stock from an upcoming shipment before it arrives.

Pre-ordering is simple. Look for products marked PRE ORDER, select your item, add it to your Shopping Bag, and check out as usual.

Estimated dispatch dates provided are approximate only and are based on current shipping and production timelines. While we always aim to dispatch pre-orders as close to the estimated date as possible, delays may occur due to factors outside of our control, including shipping, customs clearance, and warehouse processing.

Please allow for potential delays of up to 14 days from the estimated dispatch date.

If your order contains both pre-order and in-stock items, your order will be shipped once all items are available. We do not split shipments, and non-preorder items purchased in the same order will be held until the preorder item is ready to dispatch.

By placing a pre-order, you acknowledge and accept these estimated timeframes.

An estimated shipping date is shown on the product page of any pre-order item. This date reflects when your order is expected to be dispatched. You will also see the dispatch date when adding the item to your Shopping Bag. If no date appears in your cart, the item is ready to ship.

Estimated dispatch dates provided are approximate only and are based on current shipping and production timelines. While we always aim to dispatch pre-orders as close to the estimated date as possible, delays may occur due to factors outside of our control, including shipping, customs clearance, and warehouse processing.

Please allow for potential delays of up to 14 days from the estimated dispatch date.

If your order contains both pre-order and in-stock items, your order will be shipped once all items are available. We do not split shipments, and non-preorder items purchased in the same order will be held until the preorder item is ready to dispatch.

By placing a pre-order, you acknowledge and accept these estimated timeframes.

Delays may occur due to factors outside of our control, including shipping, customs clearance, and warehouse processing.

Please allow for potential delays of up to 14 days from the estimated dispatch date.

If your order contains both pre-order and in-stock items, your order will be shipped once all items are available. We do not split shipments, and non-preorder items purchased in the same order will be held until the preorder item is ready to dispatch.

In the event of a delay, we will do our best to contact you within 3 to 5 business days with an updated shipping timeframe. You will receive an email notification, so please check your inbox and spam folder.

By placing a pre-order, you acknowledge and accept these estimated timeframes.

Once stock has arrived, we will begin processing your order. Please note that during peak sale periods, processing times for all orders, including those with express shipping, may take up to 5 to 7 days.

Estimated dispatch dates provided are approximate only and are based on current shipping and production timelines. While we always aim to dispatch pre-orders as close to the estimated date as possible, delays may occur due to factors outside of our control, including shipping, customs clearance, and warehouse processing.

Please allow for potential delays of up to 14 days from the estimated dispatch date.

If your order contains both pre-order and in-stock items, your order will be shipped once all items are available. We do not split shipments, and non-preorder items purchased in the same order will be held until the preorder item is ready to dispatch.

By placing a pre-order, you acknowledge and accept these estimated timeframes.

We want you to love your Mermade tools, which is why we are offering a 30-day money-back guarantee. If you are not completely happy with your order, you can request a full refund within 30 days of delivery.

To qualify, items must be returned in original condition, including all components and packaging. Refunds cannot be issued for items that are missing parts, damaged, excessively used, or returned without their original packaging. Once your return has been received and inspected, eligible refunds will be processed back to the original payment method.

We accept Afterpay, ZIP, Paypal, Visa, Mastercard, UNion Pay, JCB and American Express.

We want you to always get the best value on your Mermade must-haves.

If you spot the same product from one of our authorised stockists for less than it’s listed on our website that same day, let us know by reaching out to hello@mermadehair.com and we’ll match their price.

Price matching applies when the competitor’s total price, including GST and delivery, is lower than ours. Please note, we can only match a competitor or stockist's price when they have the product in stock.

All prices on the Mermade Hair Australia website are listed in Australian Dollars (AUD) and include Goods and Services Tax (GST).

If you are shopping from outside Australia, your order total will be converted to your local currency at your bank or card provider’s exchange rate at the time of purchase.

Please note that international transactions may be subject to currency conversion fees or charges from your payment provider.

Your trust means everything to us, and keeping your information safe is part of that.

All payments on our website are protected with SSL (Secure Socket Layer) encryption and processed securely through Shopify’s trusted payment gateway.

Looking for the perfect last-minute gift? A Mermade Virtual Gift Card makes it easy. Purchase online and send it straight to their inbox, with a personalised message. The recipient can use it right away on our website.

Important information about Mermade Gift Cards:

• Gift cards are valid for 3 years from the date of issue.
• If your order total exceeds the gift card amount, the balance can be paid using another payment method.
• Gift cards are non-transferable and cannot be returned or redeemed for cash.
• Lost, stolen, or damaged gift cards cannot be replaced.
• Gift cards cannot be used to purchase other gift cards or combined with discount codes.
• Gift cards do not apply to shipping costs.
• Gift cards are region-specific: an AU gift card can only be redeemed on our Australian store, and a US gift card only on our US store.

How to use your Mermade Gift Card:

At checkout, open the payment drop-down on the right-hand side and enter your gift card number.

Click Apply to redeem. If the card doesn’t apply, please double-check the balance and expiry date.

If you have any questions or need help with your gift card, our team is here to help just email hello@mermadehair.com with your gift card details.

For all information regarding promotions, discounts, and codes, please visit our Promotional Terms & Conditions page.