Return & Refund Policy

Customers may request a return within 7 days of receiving their order, provided that: (i) the item is unused, unworn, and in its original condition; (ii) the item is returned in its original packaging with all accessories, manuals, tags, and proof of purchase; and (iii) the product has not been damaged due to misuse, neglect, improper handling, or unauthorised repairs.

All returned items are subject to inspection before a refund or exchange is approved.

For hygiene and safety reasons, the following items cannot be returned unless they are defective or supplied in error: (i) opened or used hair accessories; (ii) hair care products and consumable items; (iii) clearance, promotional, or final sale items, unless otherwise required by applicable law; and (iv) gift cards or vouchers.

If you receive a defective, damaged, or incorrect product, please notify us within 48 hours of delivery by providing: (i) your order number or proof of purchase; (ii) a description of the issue; and (iii) clear photographs or videos showing the defect or damage.

Once the issue has been verified, Stopby Hairtools Limited may, at its discretion: (i) replace the product; (ii) exchange it for an equivalent item; or (iii) provide a full or partial refund where appropriate.

4.1 Inspection. Electrical hair tools should be inspected immediately upon delivery.

4.2 BOLD Hair Tools Warranty. BOLD brand hair tools purchased from Stopby Hairtools carry a 1-year manufacturer’s warranty from the date of purchase. During this warranty period, if a BOLD hair tool is found to have a manufacturing defect under normal use, Stopby Hairtools will, at its discretion, repair, replace, or refund the product. To make a warranty claim, you must provide: (i) your original proof of purchase; (ii) a description of the defect; and (iii) photographs or videos demonstrating the issue.

4.3 Other Hair Tools. For hair tools from other brands, any applicable manufacturer’s warranty period will be communicated at the time of purchase or as specified in the product packaging. Where a manufacturing defect is confirmed during the applicable warranty period, we will assess the product and, where appropriate, repair, replace, or refund it.

4.4 Exclusions. Warranty coverage under this Section 4 does not apply to damage caused by: (i) misuse or abuse; (ii) accidental damage; (iii) power surges or improper electrical connections; (iv) unauthorised repairs or alterations; or (v) failure to follow the manufacturer’s instructions.

Eligible products may be exchanged for the same item or another available product of equal or greater value, subject to payment of any price difference by the customer.

Exchange requests are subject to product availability. If the requested replacement is not available, a refund will be offered in accordance with Section 6 below.

6.1 Processing. Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

6.2 Refund Method. Approved refunds will be processed within 7 to 14 business days using the original payment method where possible: (i) mobile money payments will be refunded to the originating MoMo, Vodafone Cash, or AirtelTigo Money account; (ii) Hubtel payments will be refunded to the original card or payment source; and (iii) bank transfer payments will be refunded to the originating bank account. Where a refund to the original payment method is not possible, we will agree on an alternative method with you.

6.3 Shipping Charges. Delivery and shipping charges are generally non-refundable unless the return results from our error or a confirmed defective product.

6.4 Partial Refunds. In certain circumstances, a partial refund may be issued where: (i) the returned item shows signs of use or is not in its original condition; or (ii) the item is returned without all original accessories, manuals, tags, or packaging.

7.1 Customer Responsibility. Unless the return is due to our error or a defective product, customers are responsible for the cost of returning items.

7.2 Our Error or Defective Product. Where a return is due to our error or a confirmed defective product, Stopby Hairtools will cover the cost of return shipping or arrange for collection at no cost to the customer.

7.3 Trackable Shipping. For your protection, we recommend using a trackable delivery service when returning items. Stopby Hairtools Limited cannot accept responsibility for items lost during return shipping where the customer has not used a trackable service.

8.1 Before Dispatch. Orders may be cancelled before they have been processed or dispatched. To request a cancellation, contact us as soon as possible using the details in Section 12 below. If your order has not yet been dispatched, we will cancel the order and issue a full refund to your original payment method.

8.2 After Dispatch. Once an order has been shipped, it cannot be cancelled. You may return the item upon receipt in accordance with this Return and Refund Policy.

To initiate a return or exchange, please contact us using the details in Section 12 below and provide: (i) your full name; (ii) your order number or proof of purchase; (iii) the item(s) you wish to return or exchange; (iv) the reason for the return or exchange; and (v) photographs of the item in its current condition.

We will review your request and, if eligible, provide you with return instructions, including the return address and any applicable reference number. Please do not return any item without first contacting us and receiving return instructions.

To the fullest extent permitted by applicable law, Stopby Hairtools Limited’s liability in respect of any return, refund, or exchange is limited to the purchase price paid for the affected product.

Nothing in this policy limits any consumer rights available under the laws of Ghana.

We reserve the right to amend or update this Return and Refund Policy at any time. Any changes will take effect immediately upon publication on our website or official sales channels. The version in effect at the time of your purchase will apply to that transaction.

If you have any questions regarding returns, refunds, or exchanges, please contact us:

Stopby Hairtools Limited · Email: info@stopbyhairtools.com · Phone/WhatsApp: +233 025 709 7679 · Business Address: Accra Newtown Market Street, Accra, Ghana

Google Maps: https://maps.app.goo.gl/URrbtJVavxVuM2ieA