Returns, Exchanges, and Refund Policy

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

1. Introduction

At The Hair Boutique by Felicity, we want every customer to receive the correct product in the condition and specification agreed upon at the time of purchase.

This Returns, Exchanges, and Refunds Policy explains:

when an online order may be cancelled;
when a product may be returned or rejected;
the conditions applicable to wigs and other hygiene-sensitive products;
how exchanges are handled;
when a refund may be issued; and
how to report defective, damaged, incorrect, or missing products.

This policy forms part of our Terms and Conditions and applies to eligible purchases made through:

www.thehairboutiquebyfelicity.com;
our official WhatsApp contact;
email;
telephone;
social media; or
another electronic ordering channel operated by us.

Our contact information is

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

2. 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);
Payment Systems and Services Act, 2019 (Act 987);
Cybersecurity Act, 2020 (Act 1038);
Alternative Dispute Resolution Act, 2010 (Act 798);
applicable tax legislation administered by the Ghana Revenue Authority; and
any other applicable Ghanaian enactment, regulation, or lawful regulatory directive.

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

3. Statutory Cancellation Period for Online Transactions

Under the Electronic Transactions Act, 2008 (Act 772), a consumer is generally entitled to cancel an electronic transaction and any related credit agreement:

for the supply of goods, within 14 days after receiving the goods; or
for the supply of services, within 7 days after the date on which the service agreement was concluded,

without giving a reason and without a cancellation penalty.

Where this statutory cancellation right applies:

The customer must clearly notify us within the applicable period;
The customer must return the goods
The customer may be responsible only for the direct cost of returning the goods, subject to applicable law;
the customer must take reasonable care of the product while it is in the customer’s possession; and
The refund will be processed in accordance with applicable law and this policy.

This statutory right is separate from the customer’s rights where goods are defective, damaged, incorrect, or materially different from their description.

4. How to Cancel an Online Order

To exercise a cancellation right, contact us before the applicable deadline through:

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

Your notice should include:

full name;
order number;
telephone number;
product being cancelled;
date the product was received; and
a clear statement that you wish to cancel the transaction.

You do not have to give a reason when exercising a statutory cancellation right, although optional feedback may help us improve our service.

A cancellation is considered submitted when the message enters our designated email or WhatsApp system, subject to the rules governing electronic communications under Ghanaian law.

5. Cancelling Before Dispatch

If an order has not been dispatched or customization has not started, contact us immediately.

Where cancellation is permitted:

The order will be stopped
Any approved refund will be initiated;
Reasonable payment-processing deductions will be made only where lawful and properly disclosed; and
No delivery charge will be retained if delivery was not performed, except for an unavoidable charge already lawfully incurred with the customer’s knowledge.

If a product has already been dispatched, the customer may need to receive or retrieve the package and follow the return procedure.

6. Defective, Damaged, Incorrect, or Misdescribed Goods

A customer may be entitled to reject a product or receive another legal remedy where the product:

was defective when supplied;
arrived damaged;
was materially different from its website description;
did not match an approved sample;
was not reasonably fit for an expressly communicated purpose;
was supplied in the wrong color, length, texture, density, or quantity;
was not the product ordered;
was counterfeit or unlawfully supplied;
contained an undisclosed defect; or
otherwise breached an applicable condition or warranty under the Sale of Goods Act, 1962 (Act 137).

Depending on the circumstances and applicable law, the remedy may include:

replacement;
exchange;
repair or correction;
completion of missing items;
reasonable price reduction;
refund; or
Compensation available under law.

We will not knowingly replace a defective product with another defective product.

7. Reporting a Product Problem

Customers should inspect products as soon as reasonably possible after delivery and before wearing, installing, washing, cutting, coloring, or altering them.

For efficient investigation, visible problems should preferably be reported within 48 hours after delivery.

The report should include:

customer name;
order number;
telephone number;
description of the problem;
clear photographs or video;
photograph of the packaging and delivery label; and
any relevant courier information.

The 48-hour request is an administrative reporting period. It does not eliminate a statutory right relating to a latent or hidden defect that could not reasonably have been discovered within that period.

Customers should preserve the product, original packaging, tags, labels, accessories, and any supporting documents until the claim has been resolved.

8. Inspection Before Wearing or Altering Hair

Before wearing, installing, or altering a wig or hairpiece, the customer should confirm:

product type;
hair texture;
color;
length;
density;
lace type;
cap size;
construction;
quantity; and
overall condition.

A customer who believes a product is incorrect or defective should not:

wear or install it;
cut or trim the lace;
Apply glue, spray, tint, or makeup to the lace;
Wash or condition it;
Brush or comb it excessively;
color, dye, or bleach it;
use heat or chemicals;
sew, cut, or alter the cap;
remove tags or hygiene seals; or
Expose it to smoke, perfume, or strong odors.

Altering a product may affect the remedy available if the alteration makes it impossible to determine whether the issue existed at delivery.

This does not remove a remedy for a genuine latent defect that becomes apparent only during reasonable use.

9. Hygiene-Sensitive Products

Wigs, hairpieces, closures, frontals, and certain beauty products are hygiene-sensitive personal-use products.

When a return is made under an applicable statutory cancellation right, the customer must take reasonable care of the product and return it in substantially the same condition in which it was received.

For voluntary returns outside a statutory right, we may decline a product that has been:

worn or installed;
washed;
cut or trimmed;
glued or sprayed;
coloured, bleached, or chemically treated;
materially brushed, combed, or restyled;
damaged;
exposed to smoke, perfume, perspiration, or strong odors;
returned without essential parts or packaging;
had a hygiene seal removed; or
altered in another material way.

These hygiene conditions will not be used to deny a valid claim concerning a defect, damage, incorrect item, or material misdescription that existed when the product was supplied.

10. Examination of Returned Products

All returned products may be inspected to determine:

whether the correct item was returned;
whether the reported defect or damage exists;
whether the product was altered or used;
whether all components and accessories are included;
whether the problem existed at delivery;
whether damage resulted from improper handling; and
Which remedy is appropriate.

Inspection does not remove the customer’s rights under applicable law.

We may compare the returned item with quality-control photographs or videos recorded before dispatch.

If the parties disagree with the result, the customer may submit additional evidence or use the complaint and dispute-resolution process set out below.

11. Change-of-Mind Returns

A change-of-mind return means that the product is not defective or incorrect, but the customer no longer wants it.

Where the statutory cancellation right under the Electronic Transactions Act applies, the customer may cancel within the legally permitted period subject to this Policy and applicable law.

Outside a mandatory statutory right, a voluntary change-of-mind return will be accepted only if we approve it and the product:

is unused and unworn;
has not been installed or altered;
remains hygienic and resalable;
has all original tags and seals;
includes its packaging and accessories; and
is returned within the period agreed with us.

The customer may be responsible for the direct return-delivery cost.

12. Exchanges

An eligible customer may request an exchange for:

another texture;
another length;
another color;
another style;
another available product; or
a replacement for an incorrect or defective product.

Exchanges are subject to:

product availability;
inspection of the returned product;
any applicable statutory right;
payment of a price difference where the replacement costs more; and
refund of the difference where the replacement costs less.

damaged,Where an exchange arises because we supplied an incorrect, defective, damaged or materially misdescribed product, we will bear reasonable return and redelivery costs to the extent required by law.

Where an exchange is voluntary and the original product was correct, the customer may be responsible for return and redelivery charges.

We will not dispatch an exchange until the original product has been received and assessed, unless we agree otherwise.

Personalized13. Custom-Made and Personalised Wigs

Custom-made products are prepared according to specifications provided or approved by the customer, including:

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

Customers must carefully approve the specifications before production begins.

A custom order may not qualify for a voluntary cancellation or change-of-mind return outside any mandatory statutory right after:

Materialsmaterials have been purchased;
Productionproduction has begun;
constructedThe wig has been constructed;
coloringcolouring or styling has started; or
Thethe product has been completed according to the approved specifications.

purchased,A deposit may be retained only to the extent permitted by law and reasonably connected to work performed, materials purchased or loss incurred.

Nothing in this section removes:

an applicable statutory cancellation right;
a remedy where the custom product is defective;
a remedy where it materially differs from the accepted specifications; or
another mandatory right under Ghanaian law.

14. Pre-Order Products

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

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

If we are unable to supply the product because it is unavailable, we will notify the customer immediately and refund the payment within the period required by the Electronic Transactions Act or other applicable law.

A delay does not automatically make a product unavailable, but a customer may be entitled to cancel where:

Thethe agreed delivery deadline was essential;
the delay becomes unreasonable;
we cannot provide a reasonable revised period; or
Ghanaian law otherwise permits cancellation.

15. Sale and Promotional Products

A product purchased during a sale or promotion remains protected where it is:

defective;
incorrect;
damaged;
materially misdescribed; or
otherwise not compliant with applicable law.

A “sale item” notice does not eliminate statutory rights.

Outside statutory rights, promotional products may be subject to disclosed voluntary-return restrictions.

16. Beauty Products and Accessories

applicators,Unsealed cosmetics, adhesives, sprays, wig caps, brushes, applicators and similar hygiene-sensitive products may not qualify for a voluntary change-of-mind return after opening or use.

This restriction does not apply where the product was defective, unsafe, incorrect, or materially different from its description.

Customers should discontinue use and contact us if a product appears defective or causes an unexpected reaction. Serious health concerns should be referred to a qualified healthcare professional.

17. Makeup, Bridal, and Beauty Services

Under the Electronic Transactions Act, a consumer may have the right to cancel an electronically concluded service agreement within 7 days after the agreement was concluded, without reason and without penalty.

Where a customer requests that a service begin within the cancellation period, the legal effect will depend on the customer’s instructions, the work performed, and applicable law.

For appointments outside the statutory cancellation period:

Reasonable notice should be provided;
Deposits may be applied to reasonable costs or losses already incurred;
Rescheduling may be offered subject to availability;
Late cancellation or non-attendance may result in loss of the booking slot; and
The customer will be informed of any booking-specific conditions before payment.

Where we cancel a confirmed appointment and cannot provide a suitable alternative, amounts paid for the unperformed service will be refunded.

Nothing in this section permits us to retain an amount where doing so would be unlawful or clearly disproportionate to reasonable costs or loss.

18. Beauty Training

Training cancellations and refunds are subject to the statutory rights applicable to electronically concluded service agreements and any course-specific conditions disclosed before enrollment.

If we cancel a training program and do not provide a suitable alternative, payment for the unprovided training will be refunded.

Where training materials or classes have already been supplied at the student’s request, the refund position will be assessed according to:

work or services already performed;
materials already supplied;
the agreed course conditions; and
applicable Ghanaian law.

19. Return Authorization

Before sending a product back, contact us and obtain return instructions.

The instructions may include:

return reference number;
return address;
required courier method;
packaging instructions;
return deadline; and
Evidence required.

A return authorization does not automatically mean that a refund has been approved. The product may first need to be inspected.

Products should not be returned using cash-on-delivery without our written approval.

20. Returning the Product

The customer must:

package the product securely;
include all accessories, tags, and original components;
avoid causing further damage;
Use a reliable delivery method;
retain proof of dispatch; and
Send the item to the return location communicated by us.

The customer remains responsible for a return package until it is received, except where we arranged and controlled the return delivery or applicable law provides otherwise.

We recommend using a trackable delivery method.

21. Return-Delivery Costs

Where a statutory grace-period cancellation applies, the customer may be charged only the direct cost of returning the goods, subject to applicable law.

Where the return is caused by our error or by a product that was defective, damaged, incorrect, or materially misdescribed, we will bear reasonable return-delivery costs where required by law.

For an approved voluntary exchange or return of a correct product, the customer may be responsible for:

return-delivery cost; and
delivery cost for the replacement.

No undisclosed penalty will be imposed for exercising a statutory cancellation right.

22. Refund Amount

An approved refund may include:

the product price;
applicable tax included in the price;
original standard delivery charges where required by law; and
reasonable return costs where the return resulted from our breach or error.

A refund may be reduced only where permitted by law, including where:

The customer is responsible for direct return costs
The product has lost value because of unnecessary handling or alteration
A service was lawfully performed at the customer’s request;
a non-refundable cost was clearly disclosed and lawfully incurred; or
Only part of the order is being returned.

We will provide an explanation for any lawful deduction.

23. Refund Processing Period

Approved refunds will be initiated as soon as reasonably possible.

Where the Electronic Transactions Act requires a refund following cancellation caused by the supplier’s failure to provide required information or comply with applicable electronic-transaction obligations, payment will be refunded within the legally required period, which may be up to 30 days.

Where ordered goods or services are unavailable, we will notify the customer immediately and refund payment within the legally required period, including the applicable seven-day period under the Electronic Transactions Act.

Other refunds will be processed within a reasonable period after:

The returned product is received
The product is inspected
the claim is approved; and
The required refund information is confirmed.

The time for funds to appear in the customer’s account may depend on the bank, mobile-money operator, card issuer, or payment provider.

24. Refund Method

Refunds will ordinarily be returned through the original payment method.

Where this is not possible, we may request verified alternative payment details.

For security:

A refund will normally be made to the person or account that made the payment;
Identity or transaction verification may be required;
Customers must never provide a mobile-money PIN, card security code, or online-banking password; and
We may pause a refund where fraud or impersonation is reasonably suspected.

Cash refunds will be made only where appropriate and confirmed.

25. Delivery Charges

Original delivery charges may be refunded where:

We cancelled the complete order
The order was not delivered;
the entire order was defective, incorrect, or materially misdescribed; or
Applicable law requires a refund.

Original delivery charges may not be refunded for a voluntary return where the delivery service was correctly completed, unless Ghanaian law requires otherwise.

If only part of an order is returned, the original delivery charge may be refunded only to the extent required by law or appropriate to the circumstances.

26. Gift Purchases

A gift recipient may request an exchange where the product is eligible.

A monetary refund will generally be issued to the original payer using the original payment method unless the original purchaser provides written authorization or the law requires otherwise.

27. Missing Items

If an order arrives with an item missing, contact us promptly and provide:

order number;
photographs of the delivered package;
delivery label;
list of items received; and
unboxing video where available.

If our investigation confirms that an item was omitted, we will send the missing item or provide an appropriate refund.

28. Orders Damaged or Lost During Return

Where the customer arranges the return, the customer should package it safely and use a trackable delivery service.

We may not be responsible for a return that is lost or damaged before reaching us, where the customer selected and controlled the return provider.

Where we arranged and controlled the return delivery, responsibility will be determined according to the agreement and applicable law.

29. Chargebacks and Payment Disputes

Customers should contact us first so we can investigate and attempt to resolve a payment or refund dispute.

Submitting a chargeback does not remove either party’s contractual or legal rights.

We may provide the payment provider with relevant transaction records, including:

order confirmation;
payment record;
communications;
dispatch information;
delivery confirmation;
refund records; and
evidence of product condition.

False or fraudulent chargeback claims may be reported to the payment provider or appropriate authority.

30. Abuse of the Returns Process

We may investigate and take reasonable action where there is evidence of:

returning a different product;
deliberate product damage;
fabricated defect claims;
altered payment evidence;
repeated use followed by return;
identity fraud;
threatening or abusive conduct; or
another unlawful attempt to obtain a refund.

This provision will not be used to discourage or punish a customer who makes a genuine complaint or exercises a lawful right.

31. Customer Information and Privacy

We may collect and retain information required to process a return, exchange, refund, or complaint, including:

identity and contact information;
order and payment records;
photographs and videos;
delivery records;
communications; and
refund-account information.

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

32. Complaints

If you are dissatisfied with the outcome of a return or refund request, submit a complaint to:

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

Include:

full name;
order number;
contact details;
explanation of the complaint;
requested resolution; and
supporting evidence.

We will assess the complaint and respond within a reasonable period.

33. Dispute Resolution

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

If the dispute cannot be resolved informally, the parties may agree to negotiation, mediation, or another form of alternative dispute resolution recognized under Ghana’s Alternative Dispute Resolution Act, 2010 (Act 798).

Nothing prevents a customer from:

exercising a statutory right;
reporting suspected unlawful conduct;
contacting a competent regulator; or
bringing a claim before a court of competent jurisdiction in Ghana.

34. Governing Law

This policy is governed by the laws of the Republic of Ghana.

Any dispute concerning a return, exchange, or refund will be determined in accordance with applicable Ghanaian law.

35. Changes to This Policy

We may update this policy to reflect changes in our products, services, business practices, or legal obligations.

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

A change will not unfairly reduce a right relating to an order already concluded unless the change is required by law or agreed with the customer.

36. Contact Information

For returns, exchanges, or refunds, 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