Refund policy
Last Updated: September 17, 2026
At Glass Mermaids, your complete satisfaction is our top priority. We are dedicated to offering exceptional products and a flawless shopping experience. Should your purchase not meet your expectations, we have established a clear and customer-friendly return and refund policy detailed below.
Order Cancellation Policy
Within 24 Hours: You may cancel your order for a full refund within 24 hours of purchase, provided it has not yet been processed for shipment. To cancel, please email us at info@glassmermaids.net with your order number and a cancellation request.
After 24 Hours: For orders placed more than 24 hours prior or those already dispatched, direct cancellation is not possible. You are welcome to initiate a return for a refund once the item is delivered, following our standard return procedure below.
30-Day Return Policy
We offer a 30-day return period. You have 30 calendar days from the date of delivery to request a return. To ensure your request is eligible, we encourage you to contact us promptly if you wish to make a return.
Return Eligibility Requirements
To be accepted for a return, items must meet all of the following criteria:
Condition: The product must be in new, unused, unaltered condition, with no signs of wear, washing, or damage. All original tags, labels, and protective seals must be attached.
Packaging: The item must be returned in its original packaging, including all boxes, cases, padding, tags, and any accessories that came with it.
Proof of Purchase: A valid order confirmation, receipt, or order number must be provided.
Items that do not pass our quality inspection upon receipt will be returned to you at your own expense.
Complimentary Return Shipping
We are pleased to provide free return shipping for all eligible orders within the United States. Once your return request is approved, we will email you a prepaid return shipping label and detailed instructions for packaging and sending your item back to us.
How to Initiate a Return
Contact Us: Send an email to info@glassmermaids.net with the subject line "Return Request - Order #". Please include:
Your full name and order number.
The specific item(s) you wish to return.
The reason for the return.
Clear photographs if the item is damaged, defective, or incorrect.
Ship the Item: After we review and approve your request, we will provide you with a prepaid return shipping label and the return address. Please do not ship any items back without prior authorization.
Damaged, Defective, or Incorrect Items
We strive for perfection in every order. Please inspect your package immediately upon arrival. If you receive an item that is damaged, defective, or incorrect, you must notify us within 48 hours of delivery by emailing info@glassmermaids.net with your order number, clear photographs of the issue, and a description.
Our team will investigate and work quickly to resolve the issue, which may include sending a replacement, arranging a repair, or issuing a full refund.
Exchange Policy
For exchanges (e.g., for a different size, color, or design), please follow the standard return process outlined above. Once we confirm the return of your original item, you may place a new order for your preferred product on our website.
Tip: To expedite your exchange, we recommend returning the original item first and placing your new order as soon as we approve the return.
Refund Processing
Once we receive and inspect your returned item, we will send you an email notification regarding the status of your refund.
Approved Refunds: Will be automatically processed to your original payment method within 10 business days. Please note that your bank or credit card company may require additional time to post the refund to your account.
Declined Refunds: We will explain the reason and advise on the next steps.
If you have not received your refund within 10 business days after our approval notification, please first contact your bank or credit card issuer. For further assistance, contact us directly at info@glassmermaids.net.
Non-Returnable Items
The following items are considered final sale and are not eligible for return or exchange:
Gift cards and store credits.
Items marked as "Final Sale" or "Non-Returnable" on the product page.
Customized or personalized items that have been altered after delivery.
Certain fragile or specialty gift items, as specified on the product page.
If you are unsure about an item's eligibility for return, please contact us before purchasing or initiating a return.
Contact Us
For questions about this policy or assistance with an order, our customer service team is ready to help.
Phone: (281) 326-3000
Email: info@glassmermaids.net
Mailing Address: 2098 Marina Bay Dr, Kemah, TX 77565, United States
Business Hours: Tuesday – Friday: 10:00 AM – 6:00 PM · Saturday: 10:00 AM – 4:00 PM · Closed Sunday & Monday
Glass Mermaids reserves the right to modify this policy at any time. Please check this page for the most current version.