Terms of Service — Hooks & Racks

1. About these terms

These terms govern your purchase from Hooks & Racks ("we," "us"), an online retailer based in Spintex, Accra, Ghana. By placing an order you accept them. We may update these terms; the version live at the time of your order applies.

2. Ordering

Placing an order is an offer to buy. Your order is accepted when we confirm it by text and email after payment succeeds. We may decline or cancel an order — including for stock, pricing errors, or suspected fraud — and will refund you in full if we do.

3. Products and pricing

We sell women's fashion and accessories. Product images are representative; slight variation in colour or finish may occur. All prices are in Ghana Cedis (GHS) and include applicable taxes unless stated. Delivery fees are shown at checkout before payment. We correct pricing errors and will cancel and refund rather than charge an incorrect price.

4. Payment

Payment is made online through Paystack, using Mobile Money (MTN, Telecel, AirtelTigo) or debit/credit card. We do not accept cash on delivery. We do not receive or store your card details or Mobile Money PIN — these are handled entirely by Paystack under their terms. Orders are dispatched only after payment is confirmed.

5. Delivery

We deliver across Greater Accra during our operating hours, 8am–8pm daily. Most orders arrive within 1–2 hours depending on location. Delivery fees are charged by zone (currently GHS 25–65) and shown at checkout. Orders placed after 8pm are processed the following morning.

Delivery times are estimates, not guarantees. Delays may occur from traffic, weather, rider availability or circumstances outside our control. You must provide an accurate delivery address and a contactable phone number; we are not responsible for failed delivery caused by incorrect details or an unreachable recipient.

You'll receive a tracking link by text once a rider is assigned.

6. Store pickup

Pickup is available in Spintex, Accra, 8am–8pm, at no delivery charge. For security we share the exact pickup point by phone or WhatsApp once pickup is arranged. Please bring your order number.

7. Cancellations

You may cancel before dispatch — that is, before a rider is assigned — for a full refund to your original payment method. Once a rider is assigned, the order cannot be cancelled. To cancel, WhatsApp us with your order number as soon as possible.

8. Returns and exchanges

We accept exchanges (size or style) within 48 hours of delivery, for items unworn, unwashed, and with original tags and packaging.

For hygiene reasons, panties, swimwear and sleepwear/homewear are final sale and cannot be returned or exchanged.

Where a return is accepted, we resolve it as store credit, an exchange, or a cash refund depending on the circumstances. Delivery costs for an exchange are the customer's responsibility.

Incorrect or damaged items: contact us on WhatsApp within 24 hours of delivery with a photo. We'll replace the item or refund you at no cost, including delivery. Nothing in these terms limits your statutory rights in respect of faulty goods.

9. Refunds

Approved refunds are made to the original payment method. Processing times depend on your bank or Mobile Money provider.

10. Reviews and customer content

Reviews may be published on our site. By submitting one you grant us permission to display it. We may decline or remove content that is abusive, false, unlawful, or unrelated to a purchase.

11. Privacy

Your personal data is handled as described in our Privacy Policy.

12. Liability

We are responsible for supplying goods as described. To the extent permitted by law, we are not liable for indirect or consequential loss arising from delayed or failed delivery. Nothing here excludes liability that cannot lawfully be excluded, including for defective goods or fraud.

13. Contact

WhatsApp +233 55 251 7758 · Instagram @hooks.and.racks · Email orders@shophooksnracks.com

14. Governing law

These terms are governed by the laws of Ghana, and disputes are subject to the jurisdiction of the Ghanaian courts.