RETURNS AND REFUNDS

At Frenzy Mermaids, we deem our customers to be our top priority.

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Our legions of dedicated Quality Control and Quality Assurance Team members will monitor your item before shipping it. Owing to the stringent inspection, we can provide 100% assurance vis-à-vis with our product quality. That said, you also need to closely and accurately check whether you are ordering the correct size or not. For that, kindly refer to the size chart on the product page.

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Despite all the precautionary measures, if you are still unsatisfied with the shipped product, we are always ready to serve you and will immediately arrange an exchange or refund as per the terms and conditions for the exchange or return of the purchased item:

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• The original invoice should be attached to the product to be exchanged or refunded, otherwise, the exchange request will not be entertained.
• The product to be exchanged or refunded should be in its original condition with original tags and liners intact.
• We do not accept the product unless it contains all the original contents including the instruction manuals, brochures, tags etc.
• Sale, clearance and discounted items cannot be exchanged or refunded.
• Please note that we reserve the right, in our sole discretion, to refuse to exchange or refund the worn swimwear, monofin, mermaid tail and other wearables keeping the health and hygiene in mind.
• Any used and damaged product cannot be exchanged or refunded.
• In the event of any exchange or refund, the customer will be responsible of shipping back the product and will bear all shipping charges arising from this exchange or refund.

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We, at Frenzy Mermaids, thank you for shopping with us. While we are always dedicated to providing you with the best shopping experience, however, if you are still not satisfied with the received item, we are always ready to accept your new and unused items within 14 days from the date of purchase. Refund will be done only through the original mode of payment. We strive to offer you the best experience. However, we unfortunately do not exchange or refund clearance and discounted items. We do not consider damages from the wrong usage and abuse. The return and refund will be initiated as soon as our quality assurance team inspects the product. You can refer to our Care & Wear page to know more on how to take care of your tails and monofins.

We do not offer exchanges or refund for discounted and clearance items, therefore, the best thing to do is to carefully and accurately check your size before initiating the purchase order. On the product page kindly refer to the size chart page.

To initiate your exchange or refund, we do require the return shipping beforehand. To optimize your exchanging or returning experience, we make sure that you just need to follow simple steps.
• fill out the Exchange or Refund Form, print it and include it in the package when shipping the product back to the address on the form or you can download from here.
• Upon receiving the item, our team will closely check the item to verify the condition of the product. If the item is new, unused & satisfy our exchange or return terms and conditions, we will immediately send you a confirmation email.
• An exchange or refund will be processed within 3-6 business days after you receive the confirmation email.
• Please note that when it comes to the exchange shipping, the shipping charges must be insured by the customer.
• Allow up to 2 billing cycles for any credit to appear to your account / credit card statement.

If you believe that you have received a damaged product or a product which is missing a part then we would request you to contact us at [email protected] with the details of your issue. We would request you to report the visual defects within 2 days from delivery.

At Frenzy Mermaids, we create products that are tailored to suit every individual and help you feel better. Whether you are using our tails, monofins or our swimwears, we strive to satisfy our customers the most. We will assist you in case you somehow receive a damaged product. Please inform us or send the images of the defected items at [email protected] as soon as you receive a damaged or defected item.

If Frenzy Mermaids is responsible for the damage, we will immediately assist you in returning the item to our warehouse for an exchange or a refund.

• Incorrect order (size of item)
If you have somehow ordered an incorrect size or product, then don’t worry we will immediately assist you with the exchange. However, the customer will be responsible to bear the shipping charges (to and from our warehouse).

If you decide that you want something else other than the item you ordered, then you can inform this to us at +971 50 4175 574 or [email protected]. An account specialist will help you in making the required changes. However, this can only be processed if your order has not been shipped yet.

Yes, you can cancel your order prior to shipping within 24 hours. You only have to inform us by emailing at [email protected]. We will immediately send you an order cancellation confirmation email and refund the full amount to your account if your order has not been yet shipped. Refund will be done only through the original mode of payment. If your order has been shipped, then you will have to follow the exchange or return terms & conditions policy. Allow up to 2 billing cycles for any credit to appear to your account / credit card statement.

Upon receiving the shipment, we will issue the refund based on the price of the item excluding the shipping fee, if approved by our inspection team. We will send you a confirmation email to confirm that your request has been processed & will credit the refund to your account. We also offer a gift card as another way of claiming your refund. This gift card contains the same value as your returned purchase which you can use anytime to purchase another item from our website. We will send you a gift card pin via email or text message after we inspect the damaged item. Note that discounted items are not valid for any returns and exchange.
We make every effort to fill orders with 100% accuracy. If any common, unintentional packing and shipping errors can occur, in that case Frenzy Mermaids will quickly send the correct item(s) at no additional cost to you.
We strive for high-quality construction in a beautiful and functional product. We offer a 14 days return policy for new & unused product (excluding clearance and discontinued items). In the rare event that a product is defective, we will either replace or repair the item.
Our customers are very important to us and we focus on treating each individual with fairness and integrity. We are grateful for customers who extend the same courtesy to us.

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