Refund Policy

At Mermaid Lucia, many of our products are handmade, made-to-order, customized, or designed for personal wear. Please review this policy carefully before placing an order.

Return Request Period

For eligible non-customized products, please contact us within 7 days after delivery to request a return or exchange.

The delivery date shown by the courier tracking record will be used to determine the request period.

Items returned without prior approval may not be accepted.

Nothing in this policy limits any mandatory consumer rights that apply under applicable law.

Made-to-Order and Customized Products

Many Mermaid Lucia products are handmade or produced specifically for each customer.

Once production has started, products made according to customer-specific requirements are generally not eligible for cancellation, return, exchange, or refund for non-quality-related reasons, where permitted by applicable law.

This includes:

• Custom-sized products

• Custom-colored products

• Personalized or modified designs

• Products made according to measurements or specifications supplied by the customer

• Other products expressly identified as customized or non-returnable before purchase

Please carefully check all measurements, colors, styles, options, and order details before confirming your purchase.

If you are unsure about sizing, customization, or timing, please contact us before ordering.

Eligible Non-Customized Returns

An eligible non-customized product may be considered for return if:

• You contact us within 7 days after delivery;

• The item is unused, unworn, unwashed, and undamaged;

• All original accessories, packaging, labels, and protective components remain intact;

• The item has not been altered, repaired, or modified;

• The product is not marked as Final Sale, Clearance, Sample Sale, or otherwise non-returnable.

For returns that are not caused by a confirmed product defect or seller error, the customer is responsible for the return shipping cost.

Original shipping charges, express shipping upgrades, customs duties, import taxes, and other delivery-related charges are not refundable unless required by applicable law.

Defective, Damaged, or Incorrect Products

If your product arrives damaged, defective, or materially different from what you ordered, please contact us within 7 days after delivery.

Please provide:

• Your order number;

• Clear photographs of the complete product;

• Close-up photographs showing the issue;

• A short video where necessary to demonstrate the problem.

We will review the information and determine an appropriate solution based on the circumstances.

Possible solutions may include:

• Repair guidance;

• Replacement parts;

• Remaking or replacing the affected item;

• Exchange;

• Partial refund;

• Refund where appropriate.

Please do not cut, glue, repair, wash, alter, or otherwise modify the product before contacting us, as this may prevent us from accurately assessing its original condition.

Handmade Product Characteristics

Because Mermaid Lucia products are handcrafted, small variations can naturally occur between individual pieces.

The following are generally not considered manufacturing defects:

• Minor color differences caused by lighting, screens, or handmade coloring;

• Small variations in patterns, textures, decorations, bead placement, or handcrafted details;

• Minor surface marks or handcrafted irregularities that do not affect normal use;

• Slight differences in softness, hardness, shape, or finishing caused by handmade production.

Each case will be reviewed according to the actual condition of the product.

Size and Fit

Customers are responsible for reviewing the size information on the product page before ordering.

For custom-sized products, the customer must provide accurate measurements.

A return or refund will generally not be available for a customized product when:

• Incorrect measurements were supplied by the customer;

• The wrong standard size was selected;

• Custom sizing was required but was not requested before production.

If you are uncertain about sizing, please contact us before placing the order.

Hygiene-Sensitive Products

For hygiene reasons, products designed to be worn directly against intimate areas or used as swimwear may be subject to additional return restrictions where permitted by law.

To be considered for an eligible return, such items must remain completely unworn, unused, unwashed, and in their original condition with any applicable hygiene or protective seals intact.

Customized or made-to-order hygiene-sensitive products remain subject to the custom-order restrictions described above.

Clearance and Final Sale Products

Products marked as:

• Clearance;

• Final Sale;

• Sample Sale;

• Display Sample;

• One-Off Sample;

are not eligible for voluntary return or exchange unless there is a confirmed material defect that was not disclosed before purchase, subject to applicable consumer law.

Minor cosmetic imperfections already described or shown on the product page are not considered undisclosed defects.

Return Shipping

All returns must be approved by Mermaid Lucia before being sent.

After approval, we will provide the applicable return instructions and return address.

Please use a shipping service with valid tracking.

For returns that are not caused by a confirmed product defect or seller error, the customer is responsible for:

• Return shipping costs;

• Customs charges connected with the return;

• Carrier fees associated with the return.

If a return package is lost and no valid tracking information is available, we may be unable to process the return or refund.

Refunds

Once an approved return has been received, we will inspect the item.

If it satisfies the applicable return conditions, the eligible refund will normally be issued to the original payment method.

For eligible non-defective returns, the refund normally covers the eligible product value only. Original shipping, express-delivery fees, customs duties, taxes, and return-shipping charges are not refundable unless required by applicable law.

The time required for a completed refund to appear in your account may depend on your bank or payment provider.

Shipping Delays

Production time and shipping time are separate.

Production and transit estimates are not guaranteed delivery dates unless Mermaid Lucia has specifically confirmed a deadline in writing.

Courier delays, customs processing, weather disruptions, or other circumstances outside our reasonable control do not automatically make a customized or made-to-order product eligible for cancellation or refund.

If you need an order for a particular event or date, please contact us before ordering so that we can confirm whether the requested schedule is feasible.

Incorrect Address, Failed Delivery, and Import Charges

Customers are responsible for providing a complete and accurate shipping address, recipient name, telephone number, and other information required for delivery.

Once a package has been dispatched, we may not be able to change or intercept it.

Customers are responsible for applicable import duties, taxes, customs charges, and carrier handling fees imposed by the destination country.

If a shipment is returned because the customer supplied an incorrect address, refused delivery, failed to collect the package, or refused applicable import charges, additional shipping and return costs may be deducted from any amount otherwise refundable.

How to Request After-Sales Support

Please contact Mermaid Lucia customer service at seaweedwonderland@gmail.com and provide:

• Your order number;

• The name used for the order;

• A description of the issue;

• Relevant photographs and videos.

Please contact us before returning any item.

Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded under applicable law.