Terms & Conditions

Terms and Conditions
Please read this information carefully as it contains important details about your rights and obligations as well as limitations and exclusions that may apply to you.

We will make every effort to match each order to your exact specifications. Because our natural hair is 100% virgin human hair and each individual piece comes from a separate donor we cannot guarantee hair color or texture. Our natural hair comes in a straight, wavy or curly pattern, the color will range between a natural 1b and 2. In some cases we may have natural lighter pieces that are available upon request via email before placing order, but not guaranteed. Please be forewarned, if you are dissatisfied with the color or texture, if approved, we will exchange your purchase one time only. You may request a prepaid label to send back your hair and we will do our best to meet your request based on the inventory on hand. If you are still dissatisfied with the color or texture of your purchase, any future exchanges must be done at your expense.

Please Note that ALL SALES ARE FINAL. No Refunds will be permitted. Exchanges must be approved beforehand via email by The Mermaid Collection Inc. Any items sent back without approval will NOT be accepted nor reimbursed.

For approved exchanges only.
The product must be returned within 14 calendar days from the date of purchase, unused and in its original condition we will exchange the product for  something of equal value. Once The Mermaid Collection hair has been installed, due to the nature of the product and possibility of incorrect installation which could result in the hair being inverted, the Product Defective Exchange Policy is not applicable.

For the GODDESS 613 COLLECTION, all sales are final. There are no returns or exchanges permitted.

Payment Terms

Terms of payment are always 100% upfront. We accept all major credit cards. As soon as you place an order online your credit card will be charged. Please review your order, items and shipping information carefully. Once submitted, your order and payment will be processed and cannot be changed for any reason without canceling your order. If your order is canceled, your bank will typically hold the authorized funds from between 3 and 5 business days. Unfortunately, this is out of our control so please be sure your order information is accurate.

Credit card fraud and theft of our merchandise will be prosecuted to the fullest extent of the law. If your billing address is different than your shipping address you will be required to fill out a credit card authorization form and send supporting documentation before your shipment is released. If this is necessary a representative will contact promptly after your order has been placed.

Order Processing

Our business hours are Monday through Friday from 9:00 am to 5:00 pm EST. All orders received are processed within 3-5 business days and/or shipped the same day. Orders placed over the weekend will be shipped first thing Monday morning unless it is a holiday. Once shipped, orders arrive within the time frame 5-15 business days.

Product Availability

If any product is out of stock, unavailable or if we are just simply unable to fulfill your order we will contact you immediately to find out if you are interested in receiving a substitution. If a substitution is not acceptable you may wish to terminate the sale in which case, we will refund the amount charged to your credit card.

Please note: Prices, specifications, and availability of products are subject to change without notice. Any typographical, photographic, or specification error in products or pricing is subject to correction. We will notify you of any corrections or changes and ask for your approval before we complete your order.

Return policy

At The Mermaid Collection we maintain a very high level of quality assurance. All our hair is prepared and professionally packaged at our factory in Toronto. Everything goes through a rigorous process to make sure you are receiving the best quality product possible. All hair orders are thoroughly inspected before shipping. It is our primary focus to make sure you are completely satisfied.

Due to the nature of our products, all sales are final.

Beauty Bar Products, Tools & Kits

All items purchased from The Mermaid Collection Beauty Bar are final sales. In the rare occurrence that the Hot Tool item is found to be defective, it may be exchanged for a replacement within 15 calendar days from the date of purchase. All other kit items may not be returned or exchanged for any reason.

Replacements

We take great pride in our product and it is 100% guaranteed. If you have received any product that is incorrect, you must contact us within 15 calendar days from the date of purchase. If you feel you have received a defective item(s), you must contact us within 15 calendar days from the date of purchase.

No refunds will be permitted. If an incorrect product was sent to you we will send you a return label for the merchandise you received. Once we have received it back we will send an immediate replacement.

Note that perming, coloring, lifting, rinsing, cutting, removing the hair from the weft or otherwise processing the hair VOIDS the Product Exchange Policy. If The Mermaid Collection Inc verifies and agrees that the product is defective in any way, The Mermaid Collection will then exchange or replace the item.

We will not accept any merchandise which has been used or altered (brushed, combed, picked, cut, removed from the weft or processed) in any way. According to Federal law you cannot return human hair products that have been used. This includes removing the hair from the bundle and trying it on. We adhere to these strict policies with respect to hair returns, hygiene concerns and federal law. Please return the item in the original and resalable condition as a necessary health precaution. Note that perming, coloring or rinsing, lifting, cutting the hair off the weft or otherwise processing the hair voids ALL EXCHANGE AND REPLACEMENT guarantees.

Merchandise must be in its original condition. Any merchandise that is received not in it's original state will be returned to the client without an exchange of product.

Product must be exchanged for something of equal or greater value. No refunds will be permitted at any time.

After approval via email for an exchange, you must send the product back to us in order to process the exchange. Once your product has been received it will be examined thoroughly. If the product has been returned unused, in its original condition we will exchange the product for something of equal or greater value.

* In the Rare Occurrence of a product defect, the policy will be as follows:

There is a 15 Calendar Day Product Defect Exchange Policy which commences on the date of purchase. Customers should contact an Mermaid Collection Representative at info@themermaidcollection.ca and notify them of their issue or concern. The hair must be removed and the entire purchased amount must be returned for the quality assurance process to begin. Note that any perming, coloring, rinsing, lifting, cutting the hair off the weft or otherwise processing or manipulating the hair VOIDS THE PRODUCT DEFECT EXCHANGE POLICY, as treating the hair in these ways makes a determination of defective impossible. Customers may request a prepaid return label to send back the hair in question by contacting client care. If the Quality Assurance in our corporate office verifies and agrees that the product is defective in any way, The Mermaid Collection will then exchange, replace the product or issue a refund. If the client selects a refund instead of a replacement or exchange, The Mermaid Collection will issue a refund for the total cost before shipping and handling. If the client selects a product in exchange of greater value, they will be responsible for paying the additional cost of the item. The Mermaid Collection will cover the cost of shipping the exchanged/replacement back to the client if shipped ground. Otherwise the client will receive a $15 credit towards another shipping option. If The Mermaid Collection does not validate the product defect issue, we will return the item in question to the client (via ground) at our expense without an exchange of product.

We understand the costs of having to remove the extensions may be significant. As such, The Mermaid Collection will gladly provide a credit of $50 to the customer towards a future Mermaid Hair web or in store purchase if, and only if, the product is determined by The Mermaid Collection to be defective. This policy is effective 1/1/2016. 

Unfortunately we do NOT accept Returns or Exchanges for U-Parts or Closures at any time.

Shipping Delays

For your convenience it's always advisable not to wait until the last minute to place your order. If you have a deadline, hair appointment or other engagement it is always wise to order far enough in advance to allow for unanticipated delays. We will give you a delivery estimate when you place your order based on the information we receive from our shipping partners Canada Post, FED EX USPS and UPS. We are not responsible for late shipments due to increment weather, holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust UPS to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges. If you need additional information, please contact us. info@themermaidcollection.ca
Failed Deliveries / Refused Shipments / Incorrect Shipping Address

Incomplete or incorrect address information is the major cause of shipment delays. Check the address information on your order. Make sure you have included ALL the information (address, apt#, etc.) needed to deliver your package. Your order will be shipped via Canada Post, FED EX, USPS or UPS to the address you provide. It is extremely important that you give us the most accurate and complete information possible. If an address correction needs to be made after your shipment has been sent you will be assessed the $20 fee the Postal Office charges us to make the correction. NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.

If a shipment is returned to us due to a bad address you will be responsible for additional shipping charges. NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.

Lost Shipments

If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit please contact us immediately via email. We will contact the postal office right away and initiate a trace for your package and have them start an investigation. If it is determined that your shipment has been lost a replacement will be sent.

International Shipments

All international customers are required to submit a signed credit card authorization form complete with supporting documents. Once you've placed your order you will be contacted by Customer Service to provide this information.

International Shipments must clear customs. The rules and requirements for customs clearance vary from country to country. It is the customer's responsibility to pay any additional taxes, fees or duties or to arrange for any permits or special paperwork that may be required. Invoices are sent with all shipments. This is the only document that will be sent with your shipment.

Policy Changes

The Mermaid Collection Inc, reserves the right at our discretion to make changes to prices, policies and procedures. Please check this page periodically for changes.

Limitation of Liability

The Mermaid Collection Inc, does not accept liability beyond the remedies set forth herein, including any liability for products not being available for, or the provision of services and support. The Mermaid Collection Inc will not be liable for consequential, special, indirect or punitive damages even if advised of the possibility of such damages, or for any claim by any third party except as expressly provided herein. This limitation of liability applies both to products and services. Customer agrees that for any liability related to the purchase of products, The Mermaid Collection Inc, is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of products under this agreement. Customer agrees that for any liability related to the purchase of services not bundled with products under this agreement, The Mermaid Collection Inc, is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of services under this agreement.

Copyrights, And Other Rights

The Mermaid Collection Inc, does not accept liability beyond the remedies set forth herein, including any liability for products not being available for, or the provision of services and support. The Mermaid Collection Inc, will not be liable for consequential, special, indirect or punitive damages even if advised of the possibility of such damages, or for any claim by any third party except as expressly provided herein. This limitation of liability applies both to products and services. Customer agrees that for any liability related to the purchase of products, The Mermaid Collection Inc, is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of products under this agreement. Customer agrees that for any liability related to the purchase of services not bundled with products under this agreement, The Mermaid Collection Inc, is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of services under this agreement.

Images of people or places displayed on The Mermaid Collection Hair site are either the property of, or used with permission by, The Mermaid Collection. Use of these images by you or other third parties is prohibited unless expressly permitted in the Terms of Use or elsewhere on The Mermaid Collection site. Any unauthorized use of these images may violate copyright laws, trademark laws, the laws of privacy and publicity, and other applicable regulations and statutes. Any product, service, program or technology described in any document published by The Mermaid Collection on this site may be the subject of other intellectual property rights owned by The Mermaid Collection. Any such right that is not expressly licensed hereunder is reserved by The Mermaid Collection.

Trademarks

The Mermaid Collection Inc, does not accept liability beyond the remedies set forth herein, including any liability for products not being available for, or the provision of services and support. The Mermaid Collection Inc, will not be liable for consequential, special, indirect or punitive damages even if advised of the possibility of such damages, or for any claim by any third party except as expressly provided herein. This limitation of liability applies both to products and services. Customer agrees that for any liability related to the purchase of products, The Mermaid Collection Inc is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of products under this agreement. Customer agrees that for any liability related to the purchase of services not bundled with products under this agreement, The Mermaid Collection Inc is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of services under this agreement.

Submissions

Apart from your personal information, any communication or material you send to the Indique Hair site, electronically or otherwise, including but not limited to data, questions, comments, suggestions, or submissions is and will be treated as non-confidential and non-proprietary. Anything you send to the The Mermaid Collection site may be used by The Mermaid Collection for any purpose including but not limited to modification, reproduction, transmission, disclosure, publication, broadcast, and posting. By submitting material to The Mermaid Collection, you irrevocably transfer and assign to The Mermaid Collection and forever waive and agree never to assert, any copyrights, "moral" rights, rights of publicity or to privacy, or other intellectual-property or proprietary rights that you may have in such material. The Mermaid Collection is free to use, without obligation of any kind, any ideas, concepts, techniques, or know-how contained in any communication you send to the The Mermaid Collection site for any purpose whatsoever, including but not limited to developing, manufacturing, and marketing products and services.

Discounted Products

No Returns, replacements and exchanges are permitted on any discounted products at any time. Any purchases made at promotional events, in-store events and online at themermaidcollection.ca using any of the following: Promotional (Promo) Codes, Certificates, or any other discounting method provided by The Mermaid Collection Inc  may only be exchanged within 15 calendar days from the date of purchase upon approval, but may not be returned for a refund. Items purchased on sale may be returned during the 15 calendar days and the sale promotion may be applied to the exchanged item if applicable.  
Prizes and Compensation

Returns, replacements and exchanges are not permitted on products acquired by the client through a promotional contest or event. Hair acquired through a compensation contract from any Mermaid department is also not eligible for return, replacement or exchange.

No sale is final until approved by The Mermaid Collection. The Mermaid Collection reserves the right to withhold approval at its sole discretion.

Programs

The Mermaid Collection Inc. reserves the right to cancel or change any program without notice at any time.

Note: If you need further clarification about our Terms and Conditions or have general questions please email us at info@themermaidcollecton.ca