Refund policy
Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return, on select items only. We do not accept returns on Straws, Silicone Tips and Silencers, Clearance, Mystery, or OOPS items.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you must email support@mermaidstraw.com to request the return. You must email your order number, must be within 14 days of order delivery date, and must be unused/unworn with original packaging.
PLEASE NOTE: There is a $7.50 return fee, payable by the customer. This will be subtracted from your total return.
If a balance is due, the balance must be paid in order for the return to be completed.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
If a return was accepted, but once we receive the return it is not in unused or unworn, damaged, or otherwise unsellable condition, you will forfeit your refund and will not be resent the items back. You will not receive anything in return, so be sure our return rules are followed in order to receive your refund.
You can always contact us for any return question at support@mermaidstraw.com.
Damages and issues
Please inspect your order upon reception and contact us within 5 days of receiving your product if the item is defective, damaged, or if you receive the wrong item. If you contact us after 5 days of delivery confirmation, we will not be able to provide a solution. A photo must be sent for us to evaluate any issues.
Exceptions / non-returnable items
Certain products cannot be returned due to hygiene issues. Unfortunately, we cannot accept returns on clearance items, mystery items, or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We do not accept exchanges.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@mermaidstraw.com.
Free Gifts
If you receive a free gift in your order, there will be no refunds or exchanges for these products, for any reason. If a free gift arrives broken or damaged, no refunds or replacements will be granted. Free gifts are final and not guaranteed.