Refund policy

At Merasi Scents we stand behind every product we make. This policy sets out clearly when you can return a product, what you are entitled to, and how to reach us. Keeping in line with your rights under the Consumer Protection Act 68 of 2008 (CPA).

5-Day Cooling-Off Period (Online Orders)
Because you cannot smell our fragrances before purchasing online, we offer a 5-day cooling-off period in line with the CPA and the Electronic Communications and Transactions Act (ECT Act).
If you ordered online and changed your mind, you may return the product within 5 business days of receiving it — no reason required. The product must be unused, unsealed, and in its original packaging.
Once we receive and inspect the return, we will issue a full refund within 5-7 business days to your original payment method. Return courier costs in this instance are for the customer's account.

Defective or Damaged Products
If your order arrives damaged, leaking, or defective in any way, you are protected under Section 56 of the CPA. Please report the issue within 5 working days from the date of delivery to report the issue and return the product.
We will at your choice:
  • Replace the product with a new unit of the same fragrance and size
  • Issue a full refund to your original payment method
  • Offer store credit of equal value
Return courier costs for defective goods are for Merasi Scents' account. We will arrange collection or reimburse reasonable courier costs on approval of your claim.

For Incorrect Item Received
If we send you the wrong fragrance or wrong size, contact us within  5 business days of delivery. We will arrange collection of the incorrect item at our cost and dispatch the correct order to you at no additional charge.

What We Cannot Accept Returns For
For hygiene and safety reasons, and in line with standard practice for personal fragrance products, we are unable to accept returns in the following circumstances:
Not eligible for return
  • Products that have been opened, used, or sprayed (unless defective)
  • Products returned after the 5-day cooling-off period without a defect claim
  • Products not in their original packaging
  • Products purchased during a sale or at a discounted price (exchange only)
  • Change of mind after the 5-day cooling-off period has passed

How to Request a Return
To initiate a return, contact us within the relevant timeframe using any of the following:
  • WhatsApp: message us directly via the link on our website
  • Email: info@merasiscents.co.za
  • Include your order number, reason for return, and a photo if the item is damaged
We aim to respond to all return requests within 2 business days. Please do not return any item before receiving confirmation from us — unrequested returns may not be processed.

Refund Timeline
Once your return has been received and approved, refunds are processed as follows:
  • PayFast card payments — within 5–7 business days back to your card
  • EFT payments — within 5–10 business days to your bank account
  • Store credit — issued within 2 business days
In all cases we will not exceed the 15 business day maximum prescribed by the CPA.

Your Rights Under the CPA
Nothing in this policy limits or overrides your statutory rights under the Consumer Protection Act 68 of 2008. If you feel your rights have not been honoured, you may contact the National Consumer Commission (NCC) at ncc.org.za or the Consumer Goods and Services Ombud (CGSO) at cgso.org.za.
Questions about your order?
We're available on WhatsApp · info@merasiscents.co.za
Mon–Fri · 9am–5pm · Response within 2 business days
Merasi
TMerasi Scents is a South African brand. All transactions are governed by South African law.