Contact and Complaints Policy

Effective date: 15 August 2026
Last updated: 15 August 2026

1. Introduction

The Hair Boutique by Felicity is committed to treating customers fairly, responding to enquiries respectfully, and resolving complaints within a reasonable period.

This Contact and Complaints Policy explains:

• how to contact us;
• the types of complaints we accept;
• information that may be required;
• how complaints are acknowledged and investigated;
• available remedies;
• how personal information is protected;
• how a decision may be reviewed; and
• the external complaint and dispute-resolution options available in Ghana.

This policy applies to inquiries and complaints concerning:

• the website;
• wigs, donor hair, and other products;
• custom-made wigs;
• product descriptions and advertisements;
• orders and cancellations;
• payments and refunds;
• delivery;
• makeup and bridal services;
• beauty training;
• personal information;
• cookies and direct marketing;
• accessibility;
• customer service; and
• another matter connected with The Hair Boutique by Felicity.

2. Business Contact Information

The Hair Boutique by Felicity
Address: Effiakuma No. 9, Takoradi, Ghana
Telephone/WhatsApp: +233 24 417 9402
Alternative telephone: +233 24 657 9971
Email: info@thehairboutiquebyfelicity.com
Website: www.thehairboutiquebyfelicity.com

Customers should use these official contact details and should be cautious of unauthorised accounts or persons claiming to represent us.

3. Applicable Ghanaian Laws

This policy is intended to operate in accordance with the laws of the Republic of Ghana, including, where applicable:

• Electronic Transactions Act, 2008 (Act 772), as amended;
• Sale of Goods Act, 1962 (Act 137);
• Data Protection Act, 2012 (Act 843);
• Cybersecurity Act, 2020 (Act 1038);
• Payment Systems and Services Act, 2019 (Act 987);
• Public Health Act, 2012 (Act 851);
• Persons with Disability Act, 2006 (Act 715);
• Alternative Dispute Resolution Act, 2010 (Act 798);
• Value Added Tax Act, 2025 (Act 1151);
• applicable regulations, standards, and lawful directives issued by competent Ghanaian authorities; and
• any other applicable Ghanaian enactment.

Nothing in this policy excludes, restricts, or limits a right, remedy, or complaint process that cannot lawfully be excluded under Ghanaian law.

4. Our Complaints Principles

We aim to handle complaints according to the following principles:

Accessibility

Customers should be able to submit complaints through reasonable and accessible channels.

Fairness

Each complaint should be assessed impartially and based on available evidence.

Respect

Customers, staff, and representatives should communicate respectfully.

Confidentiality

Complaint information should be shared only with persons who reasonably need it to investigate or resolve the matter, subject to lawful disclosure requirements.

Timeliness

Complaints should be acknowledged, investigated, and resolved within a reasonable period.

Accountability

We should explain the outcome and, where appropriate, the reasons for our decision.

No retaliation

A customer should not be treated unfairly merely for making a genuine complaint or exercising a lawful right.

Continuous improvement

Complaint information may be used to identify recurring problems and improve our products, services, and procedures.

5. Contacting Us for General Enquiries

For general inquiries, customers may contact us about:

• product availability;
• wig specifications;
• prices;
• delivery;
• payment methods;
• custom orders;
• makeup bookings;
• bridal services;
• training;
• website assistance; and
• business information.

Contact us through:

Email: info@thehairboutiquebyfelicity.com
Telephone/WhatsApp: +233 24 417 9402
Alternative telephone: +233 24 657 9971

General inquiries may not be registered as formal complaints unless the customer indicates dissatisfaction or asks for corrective action.

6. What Is a Complaint?

A complaint is an expression of dissatisfaction about a product, service, action, decision, omission, or customer experience for which a response or resolution is expected.

A customer does not need to use the word “complaint” before a concern can be treated as one.

Examples include:

• receiving the wrong product;
• receiving a damaged or defective product;
• receiving an incomplete order;
• a product being materially different from its description;
• unreasonable delivery delay;
• a missing package;
• incorrect payment or duplicate charge;
• delayed or disputed refund;
• a custom wig not matching approved specifications;
• dissatisfaction with a makeup or beauty service;
• misleading product information;
• suspected counterfeit or unsafe cosmetic product;
• privacy or security concerns;
• unwanted marketing;
• an inaccessible website feature;
• discourteous customer service; or
• failure to follow a published policy.

7. Types of Complaints

7.1 Product complaints

These may concern:

• defects;
• damage;
• incorrect item;
• wrong color, length, texture, or density;
• missing items;
• product authenticity;
• undisclosed defects;
• product quality;
• misleading description; or
• a product that is not reasonably fit for an expressly communicated purpose.

7.2 Custom-order complaints

These may concern:

• cap measurements;
• length;
• color;
• texture;
• density;
• lace type;
• construction;
• styling;
• delay; or
• material difference from approved specifications.

7.3 Delivery complaints

These may concern:

• late delivery;
• incorrect address handling;
• missing parcel;
• damaged package;
• failed delivery;
• courier conduct;
• unauthorized delivery charge; or
• incorrect delivery confirmation.

7.4 Payment complaints

These may concern:

• failed payment;
• duplicate debit;
• unauthorized transaction;
• incorrect amount;
• delayed reversal;
• payment confirmation;
• deposit;
• refund; or
• suspicious payment instructions.

7.5 Service complaints

These may concern:

• makeup;
• bridal services;
• appointment handling;
• cancellation;
• lateness;
• hygiene;
• customer treatment;
• beauty training; or
• failure to provide an agreed service.

7.6 Privacy complaints

These may concern:

• unauthorized collection or disclosure of personal information;
• inaccurate customer information;
• unwanted direct marketing;
• cookie consent;
• failure to respond to a data-subject request;
• account-security concerns; or
• suspected personal data breach.

7.7 Accessibility complaints

These may concern:

• keyboard navigation;
• screen-reader compatibility;
• unreadable text;
• insufficient color contrast;
• inaccessible images, videos, forms, or documents;
• checkout barriers; or
• inability to obtain an accessible alternative.

8. How to Submit a Complaint

Complaints may be submitted through:

Email

info@thehairboutiquebyfelicity.com

WhatsApp

+233 24 417 9402

Telephone

+233 24 417 9402
+233 24 657 9971

In person or by written correspondence

The Hair Boutique by Felicity
Effiakuma No. 9, Takoradi, Ghana

Customers should not publish sensitive payment, identification, address, or health information in a public social media comment.

Where a complaint begins through social media, we may ask the customer to continue through email, WhatsApp, or telephone to protect privacy and maintain a complete record.

9. Information to Include

To help us investigate, please provide as much of the following information as reasonably available:

• full name;
• telephone number;
• email address;
• order, invoice, or booking number;
• date of purchase or service;
• product or service involved;
• payment reference;
• delivery information;
• clear description of the complaint;
• date the problem was discovered;
• photographs or videos;
• relevant messages or documents;
• steps already taken; and
• preferred resolution.

A customer should not provide:

• Mobile Money PIN;
• online-banking password;
• complete card security code;
• one-time password; or
• unnecessary sensitive personal information.

A complaint will not automatically be rejected merely because some information is unavailable. We may contact the customer for clarification.

10. Proof of Purchase

We may request reasonable proof that the product or service was purchased from us.

Proof may include:

• order confirmation;
• invoice;
• receipt;
• payment reference;
• Mobile Money confirmation;
• bank or card statement;
• delivery record;
• booking message; or
• another reliable transaction record.

Electronic records may be recognized and retained under Ghana’s Electronic Transactions Act, 2008 (Act 772).

The absence of a printed receipt will not automatically defeat a claim where the purchase can be confirmed through other reliable records.

11. Complaints Made by Representatives

A customer may authorize another person to submit or manage a complaint.

We may request reasonable evidence of authorization before disclosing personal, order, payment, or complaint information to the representative.

This protects customers from impersonation and unauthorized disclosure.

A parent or lawful guardian may complain on behalf of a child where appropriate.

12. Anonymous Complaints

An anonymous complaint may be considered where sufficient information is available.

However, anonymity may limit our ability to:

• verify the transaction;
• request further information;
• provide a personal remedy;
• communicate the outcome; or
• Investigate fully.

A person reporting suspected unlawful, counterfeit, or unsafe products may also use the appropriate regulatory or whistleblowing channel.

13. Accessibility Assistance

A customer who cannot submit a written complaint because of a disability, language difficulty, or another accessibility barrier may request reasonable assistance.

Depending on the circumstances, we may:

• receive the complaint by telephone;
• assist with recording the complaint;
• communicate through WhatsApp;
• provide information in plain language;
• allow an authorized representative;
• provide a written summary of a verbal complaint; or
• Use another reasonable communication method.

A customer will not be charged a complaint fee solely because accessible assistance is required.

14. Urgent Complaints

Contact us immediately if the complaint involves:

• suspected unsafe or counterfeit cosmetics;
• serious allergic reaction;
• fraud;
• unauthorized payment;
• account compromise;
• personal data breach;
• threat to health or safety;
• threatening conduct; or
• another matter requiring urgent action.

For a medical emergency, contact an appropriate healthcare or emergency service first.

For suspected financial fraud, the customer should also promptly contact the relevant bank, card issuer, or mobile money provider.

For suspected crime, the customer may contact the Ghana Police Service or another competent authority.

15. Complaint Acknowledgement

We aim to acknowledge a formal complaint within two working days after receiving it.

The acknowledgement may include:

• complaint reference;
• summary of the issue;
• name or role of the person handling it;
• request for further information; and
• expected next step.

A complaint received outside business hours, on Sunday, or on a public holiday may be treated as received on the next working day.

Failure to acknowledge within this target does not remove the customer’s legal rights.

16. Initial Assessment

After acknowledgement, we may assess:

• whether the complaint relates to our business;
• whether urgent action is required;
• whether the product should stop being used;
• whether payment or delivery records are needed;
• whether a third-party provider must be contacted;
• whether the complaint raises privacy or security concerns;
• whether a product should be preserved for inspection; and
• Which policy or law applies.

Where a complaint concerns a third-party bank, courier, payment provider, or social media platform, we may assist with information available to us, but the customer may also need to use that provider’s complaint process.

17. Investigation

An investigation may include:

• reviewing order and account records;
• verifying payment information;
• examining photographs or videos;
• inspecting a returned product;
• reviewing quality-control records;
• checking website descriptions;
• reviewing customer communications;
• contacting a courier or payment provider;
• consulting a supplier or manufacturer;
• interviewing relevant staff; and
• assessing applicable policies and legal obligations.

Investigations will be proportionate to the nature and seriousness of the complaint.

We will not require evidence that is unnecessary, impossible, or clearly disproportionate.

18. Product Inspection

Where a complaint concerns a product, the customer may be asked to:

• stop using or altering it;
• retain all packaging and labels;
• provide photographs or videos;
• make the product available for inspection; or
• Return it according to the supplied instructions.

Customers should not wear, install, wash, cut, color, or alter a product they intend to reject, unless the defect could reasonably be discovered only through normal use.

Inspection will be handled in accordance with the Sale of Goods Act, our Returns, Exchanges, and Refunds Policy, and other applicable law.

19. Response Period

We aim to provide a substantive response within 10 working days after receiving sufficient information to investigate.

A complex complaint may require additional time, especially where it involves:

• a courier investigation;
• bank or payment-provider records;
• product testing;
• a supplier or manufacturer;
• suspected fraud;
• a privacy or security incident;
• multiple transactions; or
• legal or regulatory advice.

Where additional time is required, we will try to:

• explain the reason;
• provide a progress update; and
• Give a revised estimated response date.

We aim to conclude most complex complaints within 30 working days, although external investigations may take longer.

These are service targets and do not shorten or extend statutory time limits.

20. Possible Outcomes and Remedies

Depending on the evidence, agreement, and applicable law, an outcome may include:

• explanation or clarification;
• apology;
• correction of customer information;
• completion of a missing service;
• delivery of a missing item;
• replacement;
• exchange;
• repair or correction;
• re-performance of a service;
• reasonable price reduction;
• store credit, which is accepted by the customer;
• refund;
• reimbursement of reasonable delivery costs;
• cancellation of unwanted marketing;
• deletion or restriction of personal information;
• website accessibility correction;
• disciplinary or procedural action;
• referral to a supplier or regulator; or
• refusal of the requested remedy with reasons.

Store credit will not be forced on a customer where Ghanaian law requires a monetary refund.

21. Defective, Incorrect, or Misdescribed Products

Where a product was:

• defective;
• damaged before delivery;
• materially different from its description;
• supplied in the wrong quantity;
• not reasonably fit for an expressly communicated purpose; or
• otherwise in breach of an applicable condition or warranty,

The customer’s remedies will be determined under the Sale of Goods Act, 1962 (Act 137), the Electronic Transactions Act, and other applicable law.

A notice stating “no refund” or “goods sold are not returnable” will not remove mandatory statutory remedies.

22. Online Cancellation Complaints

A customer’s complaint about cancellation of an electronic transaction will be assessed under the statutory grace periods and refund requirements of the Electronic Transactions Act.

Where the statutory cancellation right applies, our hygiene or custom-order conditions will operate only to the extent permitted by law.

Please review our Returns, Exchanges, and Refunds Policy for full details.

23. Payment Complaints

For payment complaints, customers should provide:

• payment date;
• amount;
• transaction reference;
• payment method;
• order number; and
• description of the problem.

We may work with the relevant payment provider to investigate.

Customers should immediately contact their bank, card issuer, or mobile money provider about:

• suspected unauthorized transactions;
• stolen credentials;
• account compromise;
• duplicate debit; or
• a failed transaction that appears to have debited the account.

We will never ask for a customer’s PIN, password, card security code, or one-time authentication code.

24. Privacy Complaints

Privacy complaints will be handled under our Privacy Policy and Ghana’s Data Protection Act, 2012 (Act 843).

A person may complain about:

• unlawful collection;
• inaccurate information;
• unauthorized disclosure;
• failure to secure information;
• unwanted direct marketing;
• failure to respond to a data request; or
• another suspected violation.

We may request proof of identity before disclosing or changing personal information.

A person who remains dissatisfied may file a complaint with the Data Protection Commission of Ghana.

25. Cosmetic and Product-Safety Complaints

Where a complaint concerns a cosmetic or other FDA-regulated product, customers should preserve:

• product;
• packaging;
• batch number;
• manufacturing or expiry information;
• proof of purchase;
• photographs;
• details of the reaction or defect; and
• information about where and when it was purchased.

We may refer a serious product-safety concern to the manufacturer, supplier, or Food and Drugs Authority.

A customer may also submit a complaint directly to the Food and Drugs Authority.

26. Accessibility Complaints

An accessibility complaint may concern the inability to:

• navigate the website;
• read product information;
• operate checkout;
• Use a screen reader
• Use the website by keyboard
• access a legal policy;
• view captions; or
• obtain reasonable alternative assistance.

We will try to provide immediate alternative access where possible while investigating a permanent correction.

Please review our Website Accessibility Statement.

27. Complaint Decisions

A complaint decision should, where appropriate, explain:

• the issue investigated;
• evidence considered;
• relevant policy or legal principle;
• conclusion;
• remedy offered;
• any action required from the customer; and
• how to request an internal review.

We may withhold information where disclosure would:

• violate another person’s privacy;
• compromise security;
• prejudice a fraud investigation;
• reveal confidential legal advice; or
• be prohibited by law.

28. Internal Review

If a customer disagrees with an outcome, the customer may request an internal review.

The request should:

• identify the complaint;
• explain why the decision is disputed;
• provide any new evidence; and
• State the preferred resolution.

Where reasonably possible, the review should be conducted by someone who was not the original decision-maker.

We aim to complete an internal review within 10 working days, subject to complexity.

29. Complaint Records

We may retain records of:

• complaint details;
• communications;
• evidence;
• investigation steps;
• outcome;
• remedy;
• internal review; and
• relevant regulatory correspondence.

Records may be retained for:

• complaint handling;
• customer service;
• legal compliance;
• fraud prevention;
• quality control;
• accounting;
• dispute resolution; and
• business improvement.

Records will be handled according to our Privacy Policy and the Data Protection Act, 2012 (Act 843).

30. Confidentiality

Complaint information will be handled confidentially and shared only where reasonably necessary with:

• relevant staff;
• delivery providers;
• payment providers;
• suppliers or manufacturers;
• professional advisers;
• insurers;
• regulators;
• courts; or
• law enforcement authorities.

Information will not be publicly disclosed merely to embarrass or retaliate against a complainant.

Lawful disclosure may occur where required to investigate, resolve, or report a matter.

31. No Complaint Fee

We do not charge a customer merely for:

• submitting a complaint;
• requesting an internal review;
• reporting a defect;
• exercising a privacy right;
• reporting an accessibility barrier; or
• requesting a statutory remedy.

Normal costs may still apply to voluntary services or to a return where the law allows the customer to bear direct return costs.

32. Respectful Communication

We expect staff and customers to communicate respectfully.

We will not reject a genuine complaint solely because the customer is upset or critical.

However, we may restrict a communication channel where a person:

• threatens violence;
• uses persistent abusive or discriminatory language;
• harasses staff;
• submits malware;
• attempts fraud; or
• repeatedly contacts us in a manner that makes reasonable complaint handling impossible.

Where a channel is restricted, we will try to provide another reasonable written channel unless safety or law requires otherwise.

Restrictions will not remove the person’s statutory rights.

33. Repetitive or Unreasonable Complaints

Where a complaint has been fully investigated and no new information is provided, we may explain that the matter is closed.

We will not label a complaint unreasonable merely because:

• the customer disagrees with us;
• The requested remedy is expensive;
• the customer has a disability;
• the customer has contacted a regulator; or
• The complaint concerns a legal right.

Any decision to limit repeated complaint handling will be proportionate and documented.

34. No Retaliation

A customer will not knowingly be:

• denied an otherwise available service;
• publicly shamed;
• threatened;
• placed on a marketing list;
• charged a complaint fee; or
• treated unfairly

merely for making a genuine complaint, requesting a refund, contacting a regulator, or exercising a lawful right.

This protection does not prevent reasonable action against fraud, threats, abuse, or unlawful conduct.

35. Complaints About Third-Party Providers

Where a complaint concerns an independent:

• bank;
• Mobile Money operator;
• payment gateway;
• courier;
• social media platform;
• website plugin; or
• other provider,

We will assist with information and action within our control.

The customer may also be required to submit the complaint through the provider’s own process.

Our assistance does not mean we accept responsibility for every independent third-party act.

36. External Escalation

Customers may have the right to contact an external authority.

Data Protection Commission

For complaints about personal data collection, use, disclosure, security, or direct marketing:

Website: www.dataprotection.org.gh

Food and Drug Authority

For suspected unsafe, counterfeit, unregistered, or defective cosmetics and other FDA-regulated products:

Website: www.fdaghana.gov.gh
Complaint telephone: +233 55 111 2224

Bank of Ghana

For unresolved complaints about a regulated bank, mobile money operator, electronic-money issuer, or payment-service provider, customers should ordinarily complain first to that provider and may then use the Bank of Ghana complaint procedure:

Website: www.bog.gov.gh

Cyber Security Authority or Ghana Police Service

Suspected cybercrime, online fraud, account compromise, or another criminal matter may be reported to the appropriate authority.

Courts and legal remedies

A customer may bring a lawful claim before a court of competent jurisdiction in Ghana.

Contacting us first is encouraged where appropriate, but nothing in this Policy unlawfully prevents external escalation.

37. Alternative Dispute Resolution

If a complaint cannot be resolved internally, the parties may agree to:

• negotiation;
• mediation;
• arbitration; or
• another appropriate dispute-resolution process

under Ghana’s Alternative Dispute Resolution Act, 2010 (Act 798).

Arbitration will apply only where the parties have validly agreed to it.

Nothing prevents a party from seeking urgent court relief or exercising another statutory remedy.

38. Governing Law

This Contact and Complaints Policy is governed by the laws of the Republic of Ghana.

Complaints and disputes will be assessed under the applicable Ghanaian laws and the jurisdiction of competent Ghanaian courts or regulatory bodies.

39. Changes to This Policy

We may update this policy when:

• Our contact channels change;
• products or services change;
• complaint procedures improve;
• regulatory guidance is issued; or
• Ghanaian law changes.

The revised policy will be published with an updated “last updated” date.

A change will not unfairly remove a right connected to an existing complaint or transaction.

40. Contact Us

To submit an inquiry or complaint, contact:

The Hair Boutique by Felicity
Address: Effiakuma No. 9, Takoradi, Ghana
Email: info@thehairboutiquebyfelicity.com
Telephone/WhatsApp: +233 24 417 9402
Alternative telephone: +233 24 657 9971
Website: www.thehairboutiquebyfelicity.com

© 2026 The Hair Boutique by Felicity. All rights reserved.