Returns & Refunds

This policy preserves your statutory South African consumer rights. Nothing here contracts out of applicable Consumer Protection Act (CPA) or Electronic Communications and Transactions Act (ECTA) rights.

If an order arrives damaged, leaking, incorrect or apparently defective, please contact the Studio promptly and preferably within 10 days of delivery.

The 10-day request is an expected prompt reporting window and does not extinguish longer statutory rights.

Where MĀERENE or the courier is responsible, MĀERENE will arrange the appropriate remedy and cover reasonable collection and redelivery costs where required.

Opened or used skincare is not voluntarily refundable merely because an individual formulation does not suit the member or produces an individual sensitivity, unless there is a genuine defect or safety issue or applicable law provides otherwise.

If you experience an unexpected reaction, please discontinue use and contact the Studio so the batch and product can be investigated.

Statutory cooling-off and return rights apply where required by South African law, subject to lawful exceptions and the condition and nature of the goods.

Opened or unsealed cosmetics that cannot reasonably be resold for hygiene or safety reasons are not accepted as ordinary voluntary change-of-mind returns, subject always to applicable statutory rights.

Refunds are made to the original payment method where reasonably possible.

Payment and banking provider processing times may affect when funds appear.

To request a return or refund, please contact the Studio at studio@maerene.com.