- Mesmerize Lighting accepts returns only where goods are defective, incorrectly supplied, or not in accordance with the agreed specification.
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How to request a return:
- Notify Mesmerize Lighting in writing within 10 business days of the invoice or delivery date.
- Provide valid proof of purchase, a clear description of the issue, and supporting photos where applicable.
- Goods must be unused, in a resalable condition, and returned in original, undamaged packaging.
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Returns not due to our error:
- Return shipping costs are the responsibility of the Client.
- A handling and restocking fee of up to 15% may apply.
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Exclusions:
- Custom-cut, made-to-order, or special-order products (including strip lighting) are non-returnable.
- Exceptions apply only where such goods are defective or incorrectly supplied.
- Products installed in or around swimming pools, ponds, water features or areas exposed to standing water or pool chemicals are excluded from warranty, regardless of IP rating. Read our Water & Outdoor Installation Guide.
- Exception: this exclusion does not apply, and standard warranty terms will be honoured, where:
- the product is returned to Mesmerize Lighting for testing and our test report confirms a manufacturing defect not caused by water ingress or the installation environment; or
- the product was specified for that application in writing by Mesmerize Lighting or a member of our staff (for example on a quote, lighting design or written recommendation).
- All returns and warranty assessments are handled in accordance with applicable South African legislation, including the Consumer Protection Act (CPA).
Warranty Service Is Carried Out Off-Site
Mesmerize Lighting does not attend site to inspect, remove, replace or reinstall products. All warranty assessments are done at our premises.
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How a warranty claim works
- The customer removes the allegedly faulty product and delivers it to Mesmerize Lighting for testing.
- We test the product and issue a test report.
- A replacement is issued once testing confirms the product is faulty.
- Replacements cannot be issued on the basis of a reported fault alone.
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Site work and costs are the customer's responsibility
Mesmerize Lighting does not supply, hire or arrange any of the following, and does not carry their cost:
- Removal and reinstallation of products on site.
- Access equipment such as cherry pickers, scaffolding or ladders.
- Labour, electricians and transport to and from our premises.
These costs apply whether or not the product is later found to be faulty.
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Need a replacement urgently?
If you cannot wait for testing, for example because access equipment is already on site, you may buy a replacement straight away:
- The replacement is supplied on a chargeable basis (invoiced to you).
- The original product must still be brought to us for testing.
- A test report will confirm whether the product is faulty.
✓ If the product is faulty
- A credit will be issued for the replacement product only.
- Subject to our warranty terms.
✗ If the product is working
- No credit will be issued and the replacement remains payable.
- The original product will be returned to you.
Please note
- Warranty service is off-site. We do not attend site.
- Free replacements are only issued once a fault has been confirmed through testing.
- Credit notes are only issued against a valid test report and cover the product only, not removal, installation or access costs.
Warranty service is off-site. No test, no confirmed fault, no free replacement. Questions? Contact us at accounts@mezlighting.co.za.
