Order Cancellation Policy

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

1. Introduction

This Order Cancellation Policy explains when and how a customer may cancel an order or service booking made with The Hair Boutique by Felicity.

It covers:

cancellation before payment;
cancellation after payment;
cancellation before and after dispatch;
statutory cancellation rights for electronic transactions;
custom-made wigs and personalized products;
pre-orders;
makeup, bridal, and beauty-service bookings;
deposits;
products or services that become unavailable;
refunds following cancellation; and
circumstances in which we may cancel an order.

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

Returns, Exchanges, and Refunds Policy;
Shipping and Delivery Policy;
Payment Policy;
Privacy Policy; and
Contact and Complaints Policy.

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

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);
Alternative Dispute Resolution Act, 2010 (Act 798);
applicable tax legislation; and
any other applicable Ghanaian enactment, regulation, or lawful regulatory directive.

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

4. Statutory Grace Period for Online Purchases

Under Section 49 of Ghana’s Electronic Transactions Act, 2008 (Act 772), a consumer is generally entitled to cancel an electronic transaction and any related credit agreement:

for goods, within 14 days after receiving the goods; or
for services, within seven days after the date on which the service agreement was concluded,

without giving a reason and without a cancellation penalty.

Where this statutory right applies:

The customer must notify us within the applicable period;
Goods received must be returned;
The customer may be responsible only for the direct cost of returning the goods, subject to applicable law;
no cancellation penalty will be charged; and
Any refund will be processed according to applicable law and this policy.

This statutory cancellation right applies separately from remedies for defective, incorrect, damaged, or materially misdescribed goods.

5. Meaning of an Electronic Transaction

An electronic transaction may include an order or agreement completed through:

our website;
online checkout;
email;
WhatsApp;
social media;
a payment link;
an electronic invoice;
an electronic order form; or
another electronic communication channel.

The legal effect of a particular transaction will depend on how the order or agreement was concluded and the applicable Ghanaian law.

6. How to Request Cancellation

To cancel an order or booking, contact us through:

Email: info@thehairboutiquebyfelicity.com
WhatsApp: +233 24 417 9402

The cancellation request should include:

customer’s full name;
order, invoice, or booking number;
telephone number;
product or service being cancelled;
date of order;
date of receipt, when the product has been delivered; and
a clear statement that the customer wishes to cancel.

A customer exercising the statutory grace-period right is not required to provide a reason.

Optional feedback may be provided but will not be a condition of statutory cancellation.

7. When a Cancellation Notice Is Received

An electronic cancellation notice is considered received according to the rules governing receipt of electronic records under Ghana’s Electronic Transactions Act.

Customers should retain:

the sent email;
WhatsApp message;
cancellation acknowledgement;
order number; and
any other relevant electronic record.

If you do not receive an acknowledgement within two working days, contact us again through an alternative official channel.

8. Unpaid Orders

An order for which no payment or deposit has been made may generally be cancelled without charge, provided that:

Custom production has not begun;
No special materials were purchased at the customer’s request
no binding separate arrangement requires payment; and
No service has already been performed.

An unpaid shopping cart is not normally treated as a completed order.

9. Cancellation After Payment but Before Acceptance

Submitting payment does not always mean an order has been finally accepted.

Where a customer cancels before we accept the order, and no lawful cost or service has been incurred, the amount paid will ordinarily be refunded.

A payment may still require verification before a refund can be issued.

10. Cancellation Before Dispatch

A customer who wishes to cancel before dispatch should contact us immediately.

Where the cancellation is accepted:

Dispatch will be stopped where reasonably possible;
The customer will be informed of the status
An approved refund will be initiated; and
Delivery charges for a delivery not performed will not be retained, except for a reasonable and lawful cost already incurred and properly disclosed.

If the package has already entered the courier network, the order may be treated as dispatched even if the tracking page has not yet updated.

11. Cancellation After Dispatch but Before Delivery

Where an order has already been dispatched, the customer should not simply refuse delivery without contacting us.

We may instruct the customer to:

Accept the package and return it;
refuse delivery through an approved process;
collect it from the courier before returning it; or
Follow another reasonable arrangement.

Where statutory cancellation rights apply, no cancellation penalty will be charged. The customer may remain responsible for the direct return cost, as permitted by law.

Additional costs caused by failure to follow reasonable return instructions may be considered only where lawful.

12. Cancellation After Delivery

Where the statutory grace period applies, a customer may cancel an electronic goods transaction within 14 days after receiving the goods.

The cancellation request must be communicated within that period.

The customer must:

take reasonable care of the product;
avoid unnecessary use or alteration;
preserve relevant packaging and accessories;
Follow the return instructions;
return the product within the period communicated; and
retain proof of return.

The customer’s right to cancel does not mean the product may be used extensively and then returned without consequence.

Any reduction for loss of value or damage will be made only where permitted by Ghanaian law.

13. Condition of Products Being Returned

A product returned following cancellation should, as far as reasonably possible, include:

the product;
original packaging;
tags;
accessories;
care information;
gifts supplied with the product; and
proof of purchase.

Customers must take reasonable care of the product while it is in their possession.

Before deciding whether to retain a wig or hairpiece, customers should avoid:

wearing or installing it for extended use;
cutting the lace;
applying glue or spray;
washing it;
coloring or bleaching it;
using heat or chemicals;
cutting or altering the cap;
exposing it to smoke, perfume, or strong odors; or
removing security or hygiene seals unnecessarily.

These conditions will be applied only to the extent permitted by Ghanaian law and will not remove remedies for a genuine defect or misdescription.

14. Hygiene-Sensitive Products

Wigs, closures, frontals, hairpieces, wig caps, cosmetics, adhesives, and certain beauty products are personal-use or hygiene-sensitive products.

For voluntary cancellations outside a statutory right, we may refuse a return where the product has been opened, worn, installed, used, or altered.

Where a statutory cancellation right applies, the hygiene-sensitive nature of the product does not automatically erase that right. However, the customer must take reasonable care of the goods and may be responsible for loss of value caused by unnecessary handling, where Ghanaian law permits.

Nothing in this section removes a remedy for defective, unsafe, incorrect, or materially misdescribed goods.

15. Custom-Made and Personalized Wigs

Custom-made wigs may be produced according to the customer’s approval:

cap size;
length;
color;
texture;
density;
lace type;
construction;
parting; and
styling.

A customer should notify us immediately if they wish to cancel a custom order.

Outside a mandatory statutory right, cancellation may become restricted after:

Special materials have been purchased;
Hair has been colored or prepared;
Construction has begun;
Lace has been customized;
Styling has commenced; or
The product has been completed to the approved specifications.

Where cancellation is legally permitted, any deposit deduction must be reasonable, connected to work or costs actually incurred, and permitted by Ghanaian law.

Nothing in this section removes:

a statutory cancellation right that applies to the transaction;
a remedy for a defective custom product;
a remedy where the product materially differs from the approved specifications; or
another mandatory legal right.

16. Custom-Order Changes

A request to change a custom order is not necessarily a cancellation.

Changes may:

affect the price;
require new materials;
extend the completion period;
require an additional payment; or
be impossible after a particular production stage.

We will communicate any change in price or completion period before proceeding.

If the requested change cannot be made, the customer may choose to continue with the approved specifications or exercise any cancellation right available under law.

17. Pre-Orders

A pre-order is an order for a product that is not immediately available.

Before accepting a pre-order, we will communicate the estimated availability or delivery period where reasonably possible.

A pre-order may be cancelled according to:

the Electronic Transactions Act;
the agreed pre-order terms;
whether the product has been specifically sourced or customized;
costs already reasonably incurred; and
other applicable Ghanaian law.

If the product becomes unavailable, we will notify the customer immediately and refund payment within the period required by law.

18. Cancellation Because of Delay

A customer may request cancellation where:

an expressly agreed essential delivery deadline is missed;
the delay becomes unreasonable;
We cannot provide a reasonable revised date;
performance becomes impossible; or
Ghanaian law otherwise permits cancellation.

A minor delay does not automatically create a cancellation right where the delivery date was only an estimate and the revised period remains reasonable.

Time-sensitive customers should tell us about an event date before placing the order.

19. Unavailable Products or Services

If we cannot perform an order because the goods or services are unavailable, the Electronic Transactions Act requires us to:

notify the customer immediately; and
refund payment within the applicable statutory period, including the relevant seven-day period after notification.

We may offer an alternative product or date, but the customer is not required to accept it.

No substitution will be made without the customer’s agreement.

20. Makeup, Bridal, and Beauty Service Cancellations

A consumer may have a statutory right to cancel an electronically concluded service agreement within seven days after the agreement was concluded.

Where a service is booked for performance during that period, the customer should tell us immediately if cancellation is required.

Outside a mandatory statutory cancellation right, booking-specific conditions may apply to:

appointment deposits;
reserved time;
travel arrangements;
products purchased;
staff engaged;
venue attendance;
late cancellation;
non-attendance; and
rescheduling.

A deduction from a deposit must be reasonable, related to work or loss actually incurred and permitted by law.

21. Services Requested During the Cancellation Period

Where a customer expressly asks us to begin a service within an applicable statutory cancellation period:

The request should be recorded
The customer should be informed of relevant consequences
Payment for work already lawfully performed may be considered where permitted; and
The customer’s remaining rights will be determined according to applicable Ghanaian law.

We will not rely on a pre-selected box or silence as an express request to begin early performance where affirmative consent is required.

22. Beauty Training Cancellations

Beauty training cancellation will be assessed according to:

the statutory seven-day period for qualifying electronic service agreements;
course commencement;
materials already supplied;
classes already attended;
work already performed;
the disclosed course conditions; and
applicable law.

If we cancel a program and cannot provide a reasonable alternative, payment for training not provided will be refunded.

23. Deposits

A deposit may be required for:

custom wigs;
pre-orders;
bridal services;
makeup appointments;
group bookings; or
beauty training.

Before payment, we should communicate:

deposit amount;
total price;
purpose of the deposit;
balance due;
payment deadline; and
cancellation conditions.

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

Where the customer cancels outside a mandatory statutory right, we may retain only an amount that is:

permitted by law;
reasonably connected to materials, work, or loss incurred; and
not an unlawful or disproportionate penalty.

24. Cancellation Because of Product Defect

A request concerning defective, damaged, incorrect, or materially misdescribed goods is not merely a change-of-mind cancellation.

Such claims will be assessed under:

the Sale of Goods Act, 1962 (Act 137);
the Electronic Transactions Act;
our Returns, Exchanges, and Refunds Policy; and
other applicable law.

Available remedies may include:

rejection;
replacement;
exchange;
correction;
refund;
price reduction; or
another remedy required by law.

A customer should report the problem promptly and avoid altering the product where possible.

25. Refunds Following Cancellation

An approved refund may include:

product or service price;
applicable taxes;
delivery charges where required by law;
deposit or balance paid; and
another amount legally refundable.

The customer may be responsible for the direct cost of returning goods following a statutory grace-period cancellation, as permitted by the Electronic Transactions Act.

No cancellation penalty will be imposed where prohibited by law.

26. Refund Processing Period

Refunds will be initiated promptly and within the period required by applicable Ghanaian law.

Where cancellation results from specified supplier non-compliance under the Electronic Transactions Act, the Act may require a refund of payments within 30 days.

Where products or services are unavailable, the applicable refund must be made within the statutory period following notification.

After we initiate a refund, the customer’s bank, card issuer, mobile money operator, or payment provider may require additional processing time.

27. Refund Method

Refunds will ordinarily be returned through the original payment method.

Where that method is unavailable, we may request verified alternative payment information.

For security:

Refunds will normally be issued to the original payer
Transaction verification may be required;
Identity confirmation may be requested; and
We will never request a mobile money PIN, complete banking password, card security code, or one-time password.

28. Delivery and Return Costs

Where a statutory cancellation right applies, the customer may be responsible only for the direct cost of returning the goods, subject to applicable law.

Where cancellation arises because:

The product was defective
We supplied the wrong product;
the product was materially misdescribed;
the product was damaged before the risk passed; or
We otherwise breached the agreement

Reasonable return costs will be handled according to applicable law.

Original delivery charges will be refunded where legally required.

29. Refusing Delivery

Customers should contact us before refusing a parcel.

Unexplained refusal may result in:

delayed resolution;
return-delivery charges;
storage charges; or
difficulty identifying the parcel.

A customer who lawfully rejects defective, incorrect, or materially misdescribed goods will not be treated as making an unjustified refusal.

30. Failure to Return Cancelled Goods

Where cancellation requires goods to be returned, the customer must make the product reasonably available and follow lawful return instructions.

If the customer:

keeps the product;
refuses to return it;
sells it;
destroys it;
materially alters it; or
prevents reasonable collection,

The refund may be delayed, reduced, or refused only to the extent permitted by law.

31. Promotional and Sale Orders

Orders purchased during a promotion or sale remain subject to applicable statutory cancellation and defective-goods rights.

A discount, sale label, or promotional code does not automatically remove a legal cancellation or refund right.

Voluntary promotional conditions may apply only to the extent disclosed and permitted by law.

32. Gift Orders

The original purchaser may cancel a qualifying gift order according to this policy and applicable law.

A refund will ordinarily be returned to the original payer.

A gift recipient may be required to obtain authorization from the purchaser before a monetary refund is issued.

33. International Orders

Cancellation of an international order may be affected by:

export or import processing;
customs procedures;
international courier charges;
foreign taxes or duties;
return restrictions; and
destination-country law.

Mandatory rights under Ghanaian law will be respected where they apply.

The customer may be responsible for direct international return costs unless the cancellation arises from our breach or the law requires otherwise.

Customs duties paid directly to a foreign authority may need to be recovered from that authority.

34. Our Right to Cancel an Order

We may cancel an order for a legitimate reason, including:

product unavailability;
obvious pricing error;
payment failure;
suspected fraud;
unauthorized payment;
inability to verify the order;
incorrect delivery information;
unlawful transaction;
customer breach of the Terms and Conditions;
threatening or abusive conduct;
safety concern;
inability to complete a custom specification; or
an event beyond reasonable control.

We will not cancel an order for an unlawful discriminatory reason.

35. Refund Where We Cancel

Where we cancel an order and the customer is not responsible for the cancellation, we will refund payments received for the unfulfilled product or service.

Where cancellation results from customer fraud, material breach, or another customer-caused loss, any deduction must be:

reasonable;
supported by evidence;
proportionate;
disclosed where appropriate; and
permitted by Ghanaian law.

36. Suspected Fraud

A cancellation request may be paused for reasonable verification where there is evidence of:

identity theft;
stolen payment instrument;
false payment receipt;
account takeover;
refund fraud; or
unauthorized transaction.

We may request limited information needed to verify the payer or transaction.

We will not request a PIN, password, complete card security code, or one-time authentication code.

Suspected crime may be reported to the relevant payment provider or lawful authority.

37. Personal Information

Information collected during cancellation may include:

name;
contact information;
order number;
payment reference;
delivery information;
reason for cancellation, if voluntarily provided;
return records; and
refund information.

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

We will not require unnecessary personal information as a condition of exercising a cancellation right.

38. Complaints

If you believe a cancellation request was not handled correctly, contact:

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

Please provide:

full name;
order or booking number;
cancellation date;
date of delivery, where applicable;
payment reference;
explanation of the issue; and
preferred resolution.

Complaints will be handled under our Contact and Complaints Policy.

39. Dispute Resolution

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

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

negotiation;
mediation;
arbitration; or
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, contacting a regulator, or bringing a claim before a court of competent jurisdiction in Ghana.

40. Governing Law

This Order Cancellation Policy is governed by the laws of the Republic of Ghana.

Any dispute concerning cancellation, deposits, returned goods, or refunds will be assessed in accordance with applicable Ghanaian law.

41. Changes to This Policy

We may update this policy when:

products or services change;
cancellation procedures change;
payment or delivery arrangements change;
regulatory guidance is issued; or
Ghanaian law changes.

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

A change will not unfairly reduce a right connected to an order already concluded.

42. Contact Information

To request cancellation or obtain assistance, 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