Returns & Refunds Policy

Last updated: October 2026

At Merahki, we put care into the pieces we create and curate. We want you to be happy with your order, and if something goes wrong, we want to handle it fairly and promptly.

1. If Something Is Wrong With Your Order

If an item arrives damaged, defective, incorrect, or materially different from what was agreed, please contact us as soon as possible, preferably within 48 hours of delivery. Include your order number, a description of the issue, and clear photographs or a short video where helpful.

The 48-hour request helps us investigate delivery issues quickly; it does not remove any rights you have under applicable consumer law.

2. How We Resolve Issues

We will review the circumstances and, where appropriate, arrange a repair, replacement, correction, refund, or another remedy consistent with applicable law. We may ask you to retain the product and its packaging while we investigate.

Where an item is defective, damaged before receipt, or supplied incorrectly, we will not make you bear return costs that applicable law places on us.

3. Personalised and Made-to-Order Products

Many Merahki pieces are personalised or created specifically for a customer. Once production has begun, we may be unable to accept a change-of-mind cancellation or return. However, personalisation does not remove your rights if a product is faulty, damaged, not as described, or does not match the approved specifications.

Please check names, dates, messages, spellings, dimensions, and other details carefully before approving them.

4. Custom Projects and Approvals

For commissioned artwork, corporate gifts, event pieces, and other bespoke work, the scope, specifications, timelines, payment stages, and any approvals will be communicated before production. Once you approve a design or specification, changes may affect cost and delivery timing.

If you request cancellation after materials have been purchased or work has begun, we will review the stage of production, costs reasonably incurred, and any terms expressly agreed with you, subject to applicable law.

5. Change-of-Mind Returns

Change-of-mind return requests for standard, non-personalised products are considered case by case, taking into account the item’s condition, packaging, product type, and circumstances of purchase. Please contact us promptly; acceptance is not automatic.

We will communicate any eligibility conditions and return-shipping arrangements before accepting a voluntary return. Nothing in this policy limits statutory rights.

6. Items Requiring Special Consideration

Digital downloads, consumables, hygiene-sensitive goods, perishable items, and used products may not be suitable for change-of-mind returns. However, issues involving defects, misdescription, or other legal entitlements will still be assessed fairly.

7. Delivery Damage and Protective Packaging

For interstate and long-distance deliveries, we may use additional protective outer packaging. Please inspect the contents as well as the shipping carton. If you notice damage, keep the product and packaging where practical, take photographs, and contact us promptly.

We will investigate with the relevant delivery partner where necessary. Your rights are not dependent on whether a courier accepts responsibility.

8. Refunds

Where a refund is due, we will confirm the amount, method, and expected processing timeline. Timing may depend on the payment provider or bank. Refunds will be made in accordance with applicable law and any agreed terms.

9. How to Contact Us

WhatsApp: +234 807 207 3444

Email: [email protected]

Website: www.merahki.co

Please include your order number and a brief description so we can help you efficiently.