Custom-Order Policy

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

1. Introduction

This Custom-Order Policy applies to wigs, hairpieces, and related products made, altered, colored, constructed, or styled according to a customer’s individual specifications.

A custom order may include choices concerning:

• Hair type
• Texture
• Length
• Color
• Density
• Lace type
• Cap size
• Wig construction
• Parting
• Hairline
• Styling
• Cutting
• Colouring
• Bleaching
• Accessories
• Other personalized requirements

This policy explains the consultation, approval, payment, production, alteration, cancellation, delivery, return, and complaint procedures for custom orders.

It forms part of our Terms and Conditions and should be read together with our:

• Privacy Policy
• Payment Policy
• Shipping and Delivery Policy
• Returns, Exchanges, and Refunds Policy
• Order Cancellation Policy
• Wig Care Policy
• Contact and Complaints Policy

2. Business Information

Business name: 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

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)
• Payment Systems and Services Act, 2019 (Act 987)
• Data Protection Act, 2012 (Act 843)
• Cybersecurity Act, 2020 (Act 1038)
• Public Health Act, 2012 (Act 851), where cosmetics, adhesives, dyes, or regulated beauty products are involved
• Copyright Act, 2005 (Act 690), as amended
• Trade Marks Act, 2004 (Act 664), as amended
• Alternative Dispute Resolution Act, 2010 (Act 798)
• Applicable tax legislation
• Other applicable Ghanaian laws and lawful regulatory directives

Nothing in this Policy excludes or restricts a right or remedy that cannot lawfully be excluded under Ghanaian law.

4. What Is a Custom Order?

A custom order is a product made or altered according to specifications supplied or approved by an individual customer.

Examples include:

• A wig constructed according to the customer’s cap measurement
• A wig made in a selected density or length
• Hair colored to a requested shade
• A lace frontal customized to a preferred hairline
• A wig cut or styled to a requested look
• A special texture or hair type sourced for the customer
• A wig created using a customer’s reference photograph
• A previously completed wig altered at the customer’s request

A standard product selected from available stock without individual alteration is not normally treated as a custom order.

5. Customer Consultation

Before confirming a custom order, we may conduct a consultation through:

• The website
• WhatsApp
• Telephone
• Email
• Video call
• Social media
• In-person appointment

The consultation may cover:

• Intended style
• Hair type
• Texture
• Length
• Color
• Density
• Lace type
• Cap measurement
• Parting
• Budget
• Intended date of use
• Maintenance expectations
• Production estimate
• Payment requirements
• Delivery method

Customers should ask questions and request clarification before approving the order.

6. Written Order Summary

Before production begins, we should provide or confirm an order summary containing the main specifications.

The summary may include:

• Customer’s name
• Order number
• Product type
• Hair type
• Texture
• Length
• Color
• Density
• Lace type and shade
• Cap size
• Construction
• Parting
• Styling
• Accessories
• Total price
• Deposit
• Outstanding balance
• Estimated production period
• Delivery charge
• Any known limitations

Electronic confirmations may be retained as transaction records under Ghana’s Electronic Transactions Act.

7. Customer Approval

The customer must carefully review the order summary before approval.

Approval may be provided through:

• Website confirmation
• Email
• WhatsApp message
• Electronic signature
• Signed order form
• Payment following confirmation of specifications
• Another clear affirmative action

The customer should correct any mistake before production begins.

Silence will not be treated as approval where express confirmation is reasonably required.

8. Customer Measurements

Where a custom wig requires measurements, the customer may be asked to provide:

• Head circumference
• Front-to-nape measurement
• Ear-to-ear measurement across the forehead
• Ear-to-ear measurement over the top
• Temple-to-temple measurement
• Nape measurement
• Another relevant measurement

The customer must provide accurate measurements using the instructions supplied.

Where possible, we recommend:

• Using a flexible measuring tape
• Measuring more than once
• Keeping natural hair flat
• Avoiding unnecessary tightness
• Asking another person to assist
• Booking an in-person measurement appointment where available

9. Incorrect Customer Measurements

Where the customer supplies incorrect measurements and the wig is made accurately according to those measurements:

• Adjustment may attract an additional charge
• Reconstruction may be required
• Additional materials may be needed
• The completion period may be extended
• A new wig may be required if adjustment is impossible

Before charging for correction, we will explain the proposed work and cost.

This section does not apply where we incorrectly recorded or used measurements that were accurately supplied.

10. Measurements Taken by Us

Where we take the customer’s measurements, we will use reasonable care.

If the completed wig does not reasonably fit because of an error in measurements taken or recorded by us, we will assess an appropriate remedy, which may include:

• Adjustment
• Reconstruction
• Replacement
• Price reduction
• Refund where required by law

Changes to the customer’s hairstyle, braiding, natural-hair volume, or head covering after measurement may affect the fit.

11. Reference Photographs

Customers may provide photographs to show their preferred look.

A reference photograph is used as inspiration unless we expressly agree in writing to reproduce particular measurable characteristics.

An exact copy may not be possible because of differences in:

• Facial features
• Head shape
• Hairline
• Cap size
• Hair availability
• Texture
• Density
• Lighting
• Image editing
• Installation
• Styling
• Budget

We will communicate significant known limitations before production where reasonably possible.

12. Rights in Reference Materials

By submitting a photograph, design, or other reference material, the customer confirms that they have the right or lawful permission to provide it for the intended purpose.

The customer retains any rights they lawfully hold in their submitted content.

Submission gives us limited permission to:

• Review it
• Store it with the order record
• Use it to prepare the custom order
• Share it with staff or contractors directly involved in production

We will not use an identifiable customer image for unrelated advertising without appropriate permission.

13. Hair and Material Availability

Custom orders are subject to the availability of:

• Hair type
• Texture
• Length
• Color
• Lace
• Cap material
• Accessories
• Dye
• Styling products
• Other required materials

If a selected material becomes unavailable, we will contact the customer before making a material substitution.

The customer may:

• Approve a suitable alternative
• Select another option
• Wait for availability
• Cancel where permitted
• Receive a refund where required by law

We will not knowingly substitute a materially different product without the customer’s agreement.

14. Natural Product Variation

Hair and handmade products may have reasonable variations in:

• Strand color
• Curl pattern
• Wave pattern
• Thickness
• Density
• Lustre
• Softness
• Length
• Lace shade
• Final styling

Reasonable natural variations are not necessarily defects.

However, this does not excuse a product that:

• Materially differs from the approved specifications
• Is defective
• Does not match an approved sample
• Was made using the wrong materials
• Is not reasonably fit for an expressly communicated purpose

15. Color Matching

Hair color may appear different because of:

• Lighting
• Camera settings
• Screen settings
• Existing hair color
• Hair texture
• Chemical history
• Dye absorption
• Bleaching
• Toner
• Product buildup

Where an exact shade is important, the customer should request a color consultation or physical sample where available.

A color shown only through a screen cannot always be reproduced exactly.

We will take reasonable care to achieve the approved color description or sample.

16. Lace Shade and Hairline

Customers should confirm their preferred:

• Lace type
• Lace shade
• Hairline style
• Parting
• Level of knot bleaching
• Level of plucking

Excessive bleaching or plucking may weaken knots and increase shedding.

Where the customer requests an aggressive level of customization after being informed of the risk, the resulting normal weakness may not constitute a defect.

We remain responsible for unreasonable workmanship or a material departure from the approved instructions.

17. Custom-Order Price

The custom-order price may include:

• Hair
• Lace
• Cap materials
• Construction
• Colouring
• Bleaching
• Cutting
• Styling
• Accessories
• Consultation
• Labor
• Delivery
• Applicable taxes

The full price and known additional charges should be disclosed before the customer confirms the electronic transaction.

A later price adjustment requires the customer’s approval unless it results from an obvious error that is handled according to our Terms and Conditions and applicable law.

18. Deposits

A deposit may be required before:

• Materials are purchased
• Hair is sourced
• Production begins
• An appointment is reserved
• Customization starts

Before payment, the customer should be informed of:

• Deposit amount
• Total price
• Outstanding balance
• Purpose of the deposit
• Payment deadline
• Cancellation conditions

A deposit will not automatically be non-refundable in every circumstance.

Any amount retained after cancellation must be:

• Permitted by law
• Reasonably connected to work performed or materials purchased
• Proportionate to the actual loss or cost
• Not an unlawful penalty

19. Payment Methods

Payments must be made only through official payment channels displayed on the website or confirmed through our official contact information.

We will never request:

• A Mobile Money PIN
• Full banking password
• Card security code
• One-time authentication code

Payment is confirmed only after the bank, mobile money operator, or payment provider reports a successful transaction, and the payment can be verified.

20. Outstanding Balance

Unless otherwise agreed, the outstanding balance must be paid before:

• Final release
• Dispatch
• Collection
• Installation
• Delivery of the completed custom product

The customer will be informed of the balance and payment deadline.

A product may be held for a reasonable period while payment remains outstanding.

21. Production Period

The estimated production period begins after:

• Deposit confirmation
• Approval of all specifications
• Receipt of accurate measurements
• Receipt of necessary customer information
• Confirmation that required materials are available

The production period is an estimate unless a specific completion date is expressly agreed upon as essential.

Production time may be affected by:

• Product complexity
• Material availability
• Colouring
• Bleaching
• Construction
• Customer changes
• Delayed responses
• Payment delay
• Unexpected technical issues
• Events beyond reasonable control

22. Time-Sensitive Orders

Customers requiring a wig for a wedding, birthday, travel, photoshoot, or another fixed event must disclose the event date before confirming the order.

We recommend allowing sufficient time for:

• Consultation
• Measurement
• Production
• Quality inspection
• Fitting
• Adjustment
• Delivery
• Installation

Mentioning an event date does not automatically create a guaranteed completion date.

A date is guaranteed only where we expressly confirm it in writing.

23. Progress Updates

We may provide progress updates through:

• WhatsApp
• Email
• Telephone
• Photographs
• Videos
• Website account

Progress images may show unfinished work and should not be treated as the final product.

Where customer approval is required during production, delayed responses may extend the completion period.

24. Customer Changes Before Production

A customer may request changes before production begins.

Where the change does not create additional costs or delay, we may update the order summary.

Where the change affects:

• Materials
• Price
• Production period
• Construction
• Delivery date

We will explain the effect and request approval before proceeding.

25. Customer Changes After Production Begins

Changes requested after production begins may:

• Require additional materials
• Require reconstruction
• Increase the price
• Extend the completion period
• Be impossible
• Be treated as a new order

We will not proceed with a chargeable change without the customer’s approval.

The original deposit or payment may be applied to work already completed, subject to applicable law.

26. Changes Requested After Completion

A change requested after the wig has been completed according to the approved specifications is generally treated as an alteration rather than a correction of a defect.

Alterations may attract additional charges.

Examples include:

• Changing the style
• Shortening the hair
• Changing the color
• Increasing density
• Replacing lace
• Changing the parting
• Changing cap size because the supplied measurement was incorrect

A charge will not apply where correction is required because we failed to follow the approved specifications or supplied a defective product.

27. Quality Inspection

Before release or dispatch, we may inspect:

• Hair type
• Texture
• Length
• Color
• Density
• Lace
• Construction
• Cap measurements
• Parting
• Styling
• Overall condition

We may retain photographs or videos as quality control and transaction records.

These records do not remove the customer’s right to report a defect, incorrect specification, or hidden problem.

28. Customer Fitting

Where available, the customer may be invited for a fitting before final release.

During the fitting, the customer should check:

• Cap fit
• Comfort
• Hairline
• Lace position
• Parting
• Length
• Density
• Styling

Reasonable corrections should be discussed before the wig is installed or materially altered.

A fitting does not remove rights concerning a hidden defect discovered later.

29. Approval of the Completed Wig

We may send photographs or videos of the completed wig for confirmation.

Approval based on photographs or video confirms the visible features reasonably shown. It does not remove rights relating to:

• Hidden defects
• Incorrect undisclosed materials
• Construction problems not reasonably visible
• Material misdescription
• Another statutory breach

Customers should raise visible concerns before dispatch where possible.

30. Collection and Delivery

Custom orders may be:

• Collected from an agreed location
• Delivered within Takoradi
• Sent through a courier
• Delivered elsewhere in Ghana
• Shipped internationally where confirmed

Delivery charges and estimated periods will be communicated according to our Shipping and Delivery Policy.

The customer must provide accurate contact and delivery information.

31. Inspection After Receipt

After receiving the custom order, the customer should inspect it before:

• Cutting the lace
• Installing it
• Washing it
• Applying glue
• Colouring it
• Applying heat
• Altering it

Visible concerns should preferably be reported within 48 hours.

This period does not remove a legal right concerning a hidden defect that could not reasonably have been discovered within that time.

32. Statutory Online Cancellation Rights

Under Section 49 of Ghana’s Electronic Transactions Act, a consumer is generally entitled to cancel an electronic transaction:

• For goods, within 14 days after receiving the goods
• For services, within seven days after concluding the service agreement

where the statutory provision applies.

The customer may be responsible only for the direct return cost, subject to applicable law.

The custom or personalized nature of a product will not be used to remove a mandatory statutory right.

Customers must take reasonable care of goods while they are in their possession.

33. Voluntary Cancellation Before Production

Outside a statutory cancellation right, a customer may ordinarily cancel before production begins.

The refund may be adjusted only for reasonable and lawful costs already incurred, including:

• Specifically purchased materials
• Payment charges lawfully payable by the customer
• Work already performed
• Another properly disclosed non-recoverable cost

We will explain any deduction.

34. Voluntary Cancellation After Production Begins

Outside a mandatory statutory right, cancellation after production begins may be restricted.

We may retain an amount reasonably connected to:

• Materials already purchased
• Labor already performed
• Colouring or bleaching completed
• Construction already completed
• Another actual and reasonable loss

The amount retained will not exceed what is lawfully and reasonably justified.

An arbitrary or disproportionate cancellation penalty will not be imposed.

35. Cancellation by Us

We may cancel a custom order where:

• Required material is unavailable
• Production is not reasonably possible
• Payment fails
• Fraud is suspected
• The requested product or method is unsafe
• The customer requests unlawful or infringing work
• The customer repeatedly fails to provide required approval
• Threatening or abusive conduct occurs
• An event beyond reasonable control prevents performance

Where we cancel and the customer is not responsible, amounts paid for the unperformed order will be refunded.

36. Customer’s Failure to Respond

If customer approval is required and the customer does not respond:

• Production may pause
• The estimated completion date may change
• Delivery may be delayed
• The order may be held

We will make reasonable attempts to contact the customer through the provided information.

The order will not be treated as abandoned without reasonable notice.

37. Uncollected Custom Orders

Where a completed custom order remains uncollected or unpaid, we will make reasonable attempts to contact the customer.

We may issue a final collection or payment notice stating:

• Outstanding balance
• Collection location
• Final response date
• Potential storage charge, if lawful and disclosed
• Proposed treatment of the product

A custom product will not be sold, discarded, or otherwise dealt with merely because of a short delay.

Any action concerning an uncollected product must be reasonable and lawful.

38. Returns and Exchanges

An eligible custom product may be returned, exchanged, or corrected where it:

• Is defective
• Is damaged before delivery
• Materially differs from the approved specifications
• Contains the wrong hair or materials
• Does not match an approved sample
• Is not reasonably fit for an expressly communicated purpose
• Otherwise breaches Ghanaian law

The appropriate remedy may include:

• Adjustment
• Reconstruction
• Replacement
• Exchange
• Price reduction
• Refund
• Another lawful remedy

39. Change-of-Mind Returns

Outside an applicable statutory cancellation right, a customized or personalized product may not qualify for a voluntary change-of-mind return after it has been completed according to approved specifications.

This is because the product may not reasonably be resold to another customer.

This restriction does not apply where the product is defective, incorrect, materially misdescribed, or otherwise legally rejectable.

40. Altered or Installed Products

Customers should report a concern before:

• Cutting the lace
• Installing the wig
• Washing it
• Colouring or bleaching it
• Applying chemicals
• Applying excessive heat
• Changing the cap
• Restyling it materially

Alteration may make it difficult to determine whether a problem existed at delivery.

However, an alteration will not automatically remove a remedy for a hidden defect that could only reasonably become apparent during normal use.

41. Repairs and Corrections

Where a correction is appropriate, we will explain:

• Proposed work
• Expected completion period
• Whether the customer must return the wig
• Who will pay delivery costs
• Whether any charge applies

No charge will apply where the correction is required because we failed to follow the approved specifications or supplied a defective product, except where Ghanaian law permits otherwise.

42. Customer-Caused Damage

Damage resulting from the following may not qualify as a product defect:

• Incorrect measurements supplied by the customer
• Excessive heat
• Unsuitable glue
• Forceful lace removal
• Improper washing
• Chemical damage
• Bleaching
• Colouring
• Cutting
• Poor storage
• Independent stylist’s workmanship
• Failure to follow care instructions

Each complaint will be assessed fairly according to the evidence and applicable law.

43. Wig Care

Customers must follow our Wig Care Policy and product-specific instructions.

A custom wig’s appearance and lifespan may depend on:

• Frequency of wear
• Washing
• Styling
• Heat
• Chemical processing
• Installation
• Storage
• Climate
• General maintenance

We do not guarantee a fixed lifespan unless an express written guarantee is supplied.

This does not remove remedies for defects present at the time of supply.

44. Cosmetics, Adhesives, and Chemicals

Any cosmetic, adhesive, dye, remover, or regulated beauty product used or supplied should be handled according to:

• Manufacturer instructions
• Product labels
• Expiry information
• Safety warnings
• Applicable Food and Drug Authority requirements

Customers should disclose known allergies or sensitivities relevant to the requested customization or installation.

No ordinary wig or cosmetic product is represented as treating or curing a medical condition unless the claim is legally authorized and supported.

45. Intellectual Property

Customers may submit reference photographs for consultation, but no customer may knowingly request us to:

• Copy another business’s protected logo
• Produce counterfeit branding
• Misuse a trademark
• Infringe a protected design
• Use a person’s photograph without authority
• Create deceptive commercial materials

We may refuse an order that presents a credible intellectual property or legal concern.

The Hair Boutique by Felicity retains rights in its original:

• Photographs
• Videos
• Wig designs that are legally protected
• Training materials
• Product descriptions
• Branding
• Promotional content

46. Photographs of Completed Orders

We may photograph or record the completed custom wig for:

• Quality control
• Order verification
• Complaint handling
• Internal records

We will obtain appropriate permission before publishing:

• The customer wearing the wig
• The customer’s face
• Personal measurements
• Identifiable fitting images
• Private customer communications

Photographs of a product alone may be used only where we hold the necessary intellectual-property and data-protection rights.

47. Personal Information

Custom orders may require personal information such as

• Name
• Contact details
• Delivery address
• Head measurements
• Style preferences
• Reference photographs
• Payment information
• Event date

This information will be handled according to our Privacy Policy and Ghana’s Data Protection Act, 2012 (Act 843).

Measurements and photographs will not be used for an unrelated purpose without an appropriate lawful basis.

48. Complaints

To report a custom-order problem, contact:

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

Provide:

• Full name
• Order number
• Approved specifications
• Description of the issue
• Photographs or video
• Date received
• Alterations or care already performed
• Preferred resolution

Complaints will be handled under our Contact and Complaints Policy.

49. Dispute Resolution

The customer and The Hair Boutique by Felicity should first attempt to resolve a custom-order dispute through good-faith communication.

Where the dispute cannot be resolved internally, the parties may agree to:

• Negotiation
• Mediation
• Arbitration
• Another recognized form of alternative dispute resolution

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

Nothing prevents a customer from exercising a statutory right or bringing a claim before a court of competent jurisdiction in Ghana.

50. Governing Law

This custom-order policy is governed by the laws of the Republic of Ghana.

Any dispute concerning specifications, measurements, production, cancellation, payment, delivery, or product quality will be assessed under applicable Ghanaian law.

51. Changes to This Policy

We may update this policy when:

• Custom-order procedures change
• Products or materials change
• Payment or delivery methods change
• Regulatory guidance is issued
• Ghanaian law changes

The revised Policy will be publispolicyth a new “last updated” date.

A change will not unfairly remove a right connected to an existing confirmed order.

52. Contact Information

For custom-order enquiries, 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.