Returns & Refunds

Effective date: 24 July 2026
Last updated: 24 July 2026

1. Introduction

This Returns, Defective Products and Refund Policy explains when products purchased from Edimays Couture may be returned and the remedies available where a product is defective, damaged, incorrect or materially different from its description.

This policy applies to purchases made through:

• edimayscouture.com;

• an authorized Edimays Couture online sales channel; or

• another sales channel where this policy is expressly incorporated into the transaction.

The business responsible for your order is:

Legal or registered business name: Edimays Couture
Trading name: Edimays Couture
Business registration number: BN684910822
Registered or principal address: 42, ATIA TSO NAA ST, GK-0434-8584
Email: edimayscouture@gmail.com
Customer service email: edimayscouture@gmail.com
Telephone: +233554091090
Website: edimayscouture.com

This policy forms part of our Terms and Conditions.

Nothing in this policy excludes, limits or replaces a customer right or remedy that cannot lawfully be excluded under applicable law.

2. Our Return Policy

Edimays Couture accepts returns only where a product:

• has a manufacturing defect;

• arrives damaged;

• is not the product ordered;

• is supplied in a size or colour different from the confirmed order;

• is missing a material component;

• materially differs from its description or approved specification; or

• otherwise qualifies for a remedy under applicable law.

We do not ordinarily accept returns, exchanges or refunds merely because:

• you changed your mind;

• you no longer want the product;

• the product was an unwanted gift;

• you selected the wrong size;

• you selected the wrong colour;

• the product does not suit your personal style;

• the product does not fit because incorrect measurements were supplied;

• you failed to review the product description or size guide;

• you found the product at a lower price elsewhere; or

• you no longer need the product.

3. What May Constitute a Defect

A product may be considered defective where, at the time of delivery, it has a material fault such as:

• torn, punctured or damaged fabric;

• materially defective stitching;

• a broken zip, button, clasp or fastening;

• a missing material component;

• a significant manufacturing flaw;

• severe staining or discolouration present before delivery;

• damage caused before or during delivery;

• a material failure to match the product description;

• a product that is materially unfit for its normal intended purpose;

• the wrong product being supplied;

• the wrong size or colour being supplied by Edimays Couture; or

• a made-to-order product materially differing from an approved design or specification.

Whether a product is defective will be assessed reasonably, taking into account:

• the product description;

• the nature and price of the product;

• any approved custom specification;

• the product’s intended use;

• the severity of the alleged fault;

• how the product has been handled; and

• any applicable legal requirements.

4. What Is Not Normally a Defect

The following will not ordinarily be treated as defects:

• normal wear and tear;

• damage occurring after delivery;

• damage caused by misuse or improper handling;

• damage caused by washing, drying or ironing contrary to the care instructions;

• accidental tearing, staining or burning;

• damage caused by jewellery, handbags, sharp objects or other accessories;

• alterations or repairs performed by the customer or another person;

• failure to follow storage or care instructions;

• fabric pilling or fading caused by ordinary use;

• reasonable colour differences caused by lighting, photography or screen settings;

• minor loose threads that do not affect the garment’s construction;

• minor differences in measurements arising from normal production tolerances;

• natural variations in texture, weave or fabric;

• minor print or pattern-placement variations;

• a fit issue caused by selecting an unsuitable size;

• a fit issue caused by providing inaccurate measurements;

• sensitivity or an allergic reaction not caused by a product defect; or

• damage caused by failure to wear, use or maintain the product appropriately.

Handmade, patterned and limited-production garments may contain minor variations between individual items. Such variations are not defects where they do not materially affect the product’s appearance, quality or intended use.

5. Size and Fit Issues

Customers are responsible for selecting the correct size using the size guide and product measurements displayed on the website.

General size labels may vary between garments. Customers should therefore review:

• bust measurements;

• waist measurements;

• hip measurements;

• garment length;

• fit descriptions;

• stretch information; and

• product-specific sizing notes.

A product will not ordinarily qualify for return merely because the customer selected an incorrect size or does not prefer the fit.

A size-related complaint may qualify for review where:

• Edimays Couture supplied a size different from the confirmed order;

• the displayed product measurements were materially inaccurate;

• Edimays Couture incorrectly recorded measurements provided during an approved fitting process; or

• the fit problem resulted from a confirmed manufacturing defect.

6. Custom, Altered and Made-to-Order Products

Customized, personalized, altered and made-to-order products are prepared using specifications approved or supplied by the customer.

These products cannot ordinarily be returned because of:

• a change of mind;

• an incorrect measurement supplied by the customer;

• an incorrect design, colour or fabric choice approved by the customer;

• weight or body-size changes after measurements were provided;

• a preference change after production began; or

• minor differences that fall within reasonable tailoring tolerances.

A custom, altered or made-to-order product may qualify for a remedy where:

• it is defective;

• Edimays Couture supplied or produced the wrong design;

• it materially differs from the approved specification;

• it was produced using measurements incorrectly recorded by Edimays Couture; or

• it otherwise fails to satisfy a mandatory legal requirement.

7. Inspecting Your Order

You should inspect your order as soon as reasonably possible after delivery.

Please confirm that:

• the correct product was supplied;

• the correct size and colour were supplied;

• the quantity is correct;

• all material components are included;

• the product is not visibly damaged;

• the packaging does not show signs of serious damage or tampering; and

• any custom details match the approved specification.

Where a parcel appears seriously damaged or opened at delivery, you should, where reasonably possible:

• photograph the parcel before opening it;

• notify the courier;

• record the issue on the delivery confirmation;

• retain the packaging; and

• contact Edimays Couture promptly.

8. Reporting a Defective, Damaged or Incorrect Product

A visible defect, delivery damage or incorrect product should be reported within two calendar days after delivery.

Reports should be sent to:

Returns email: edimayscouture@gmail.com
Telephone or WhatsApp: +233554091090

Your report should include:

• your full name;

• your order number;

• the product name;

• the size and colour ordered;

• the date of delivery;

• a clear description of the problem;

• clear photographs or video showing the issue;

• photographs of the full product;

• photographs of the product label or tag;

• photographs of the packaging where delivery damage is alleged; and

• the remedy you would prefer.

We may request further information reasonably necessary to assess the claim.

Reporting an issue does not automatically mean that a return or refund has been approved.

The two-day reporting period is intended to allow prompt investigation of visible problems. It does not remove a legal right concerning a latent defect that could not reasonably have been discovered within that period.

9. Latent or Hidden Defects

A latent defect is a material fault that was present at delivery but could not reasonably have been identified during an ordinary initial inspection.

Where you discover a suspected latent defect, contact Edimays Couture promptly after discovering it.

Your claim should include:

• your order information;

• the date the problem was discovered;

• an explanation of how the problem became apparent;

• photographs or video;

• details of how the product was used, washed or maintained; and

• any other information reasonably required for assessment.

We may examine whether:

• the fault existed at delivery;

• the product was used normally;

• the care instructions were followed;

• the product was altered;

• the issue is normal wear and tear; or

• the problem resulted from accidental damage or misuse.

10. Return Authorization

Products must not be returned without prior authorization from Edimays Couture.

Where the initial evidence indicates that a product may qualify for return, we will provide:

• a return-authorization confirmation;

• a return reference;

• the approved return address;

• packaging instructions;

• the approved delivery method;

• the date by which the product must be sent; and

• information about responsibility for return-delivery costs.

Return authorization only permits the product to be sent for inspection. It does not guarantee that the defect claim will be accepted.

Unauthorized returns may:

• be refused;

• be returned to the sender;

• experience processing delays; or

• result in delivery charges payable by the customer.

11. Return Deadline After Authorization

An authorized product must normally be handed to the approved courier or return service within seven calendar days after return authorization, unless Edimays Couture confirms another period in writing.

International customers may receive a longer period where reasonably necessary because of courier availability, customs requirements or geographic location.

You should retain:

• the return receipt;

• the tracking number;

• proof of delivery; and

• any customs documents.

12. Condition of Returned Products

Unless the alleged defect makes this impracticable, the product must be returned:

• unworn, except for reasonable inspection or fitting;

• unwashed;

• unaltered;

• free from stains, scents and additional damage;

• with original tags attached where possible;

• with original packaging where available;

• with all accessories and components; and

• securely packaged to prevent damage during return delivery.

A customer may reasonably inspect or try on a product to assess its nature, fit and condition. This does not permit extended wear or use.

We may reject a claim where the product has been:

• worn beyond reasonable fitting;

• washed;

• altered;

• repaired by another person;

• stained after delivery;

• damaged after delivery;

• returned in an unhygienic condition; or

• handled in a manner that prevents proper assessment.

13. Hygiene-Sensitive Products

For health, hygiene and product-integrity reasons, certain products may not be returned after:

• a hygiene seal has been removed;

• protective packaging has been opened;

• the product has been worn directly against the body; or

• the product has become unsuitable for resale for hygiene reasons.

Any hygiene restriction will be identified on the relevant product page where applicable.

This restriction does not remove a customer’s right to a remedy where the product itself is defective, damaged or incorrectly supplied.

14. Return Delivery Within Ghana

Where a return within Ghana is authorized, Edimays Couture will advise whether the product should be:

• collected by an approved courier;

• delivered to an approved drop-off point; or

• sent to our designated returns address.

Where the product is confirmed to be defective, damaged before delivery or incorrectly supplied by Edimays Couture, we will bear or reimburse reasonable approved return-delivery costs.

Where the claim is rejected because the product is not defective, the customer may be responsible for:

• the return delivery cost;

• the cost of sending the product back to the customer; and

• any additional delivery charge resulting from an unauthorized return method.

15. International Returns

International customers must contact Edimays Couture before sending any product to Ghana.

International returns may involve:

• courier charges;

• customs documentation;

• import or re-import procedures;

• taxes;

• brokerage charges;

• clearance fees; and

• delivery restrictions.

We will provide reasonable return instructions after reviewing the claim.

The customer must:

• use the approved courier or shipping method;

• describe the parcel accurately as a returned product;

• include any required return reference;

• avoid declaring the return as a new commercial sale where inappropriate;

• retain tracking and customs records; and

• follow all lawful customs requirements.

Edimays Couture will not be responsible for customs penalties or avoidable charges caused by:

• incorrect declarations;

• failure to follow the return instructions;

• use of an unapproved courier;

• incomplete documentation; or

• an incorrectly addressed parcel.

Where a confirmed defect or our error caused the return, we will bear or reimburse reasonable approved return costs, subject to any instructions provided before shipment.

16. Responsibility for the Returned Product

The customer is responsible for packaging a returned product securely.

Where Edimays Couture provides or arranges a prepaid return service, responsibility for transit will generally pass according to the terms of that approved service.

Where the customer independently sends a product without authorization or uses an unapproved service, the customer bears the risk of:

• loss;

• theft;

• delay;

• customs detention; or

• additional damage during return delivery,

except to the extent that applicable law provides otherwise.

17. Inspection Process

After receiving the returned product, Edimays Couture will inspect it to determine:

• whether the alleged defect exists;

• whether the correct product was originally supplied;

• whether the problem existed before delivery;

• whether the product has been worn, washed or altered;

• whether the care instructions were followed;

• whether the issue resulted from misuse or accidental damage;

• whether the product materially differs from its description; and

• the appropriate remedy.

We may compare the returned product with:

• order records;

• product photographs;

• quality-control records;

• measurements;

• production information;

• delivery records;

• customer-provided evidence; and

• the product description available at the time of purchase.

We aim to complete inspection within seven business days after receiving the returned product, although complex or international claims may require additional time.

We will communicate the inspection outcome using the contact information associated with the order.

18. Available Remedies

Where a defect, delivery damage or incorrect supply is confirmed, Edimays Couture will provide an appropriate remedy.

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

• repair;

• replacement;

• correction or alteration;

• exchange for the correct product;

• partial refund;

• full refund; or

• store credit, where accepted by the customer.

The appropriate remedy will depend on:

• the nature and seriousness of the defect;

• whether repair is reasonable;

• whether replacement stock is available;

• whether the defect can be corrected without significant inconvenience;

• the product’s condition;

• the period since delivery;

• the customer’s legal rights; and

• the cost and practicality of each available remedy.

Where applicable law gives the customer the right to select a particular remedy, this policy does not remove that right.

19. Repairs

Where repair is appropriate, Edimays Couture may arrange to repair the product within a reasonable period.

A repair may be appropriate where:

• the defect is limited;

• the product can be restored to its expected condition;

• repair will not materially reduce the product’s value or appearance; and

• repair will not cause unreasonable inconvenience.

Where an attempted repair is unsuccessful or cannot reasonably be completed, we may offer another remedy.

20. Replacements

A replacement may be offered where:

• the product is defective;

• an incorrect product was supplied;

• a repair is not appropriate; and

• suitable replacement stock is available.

A replacement will normally be for:

• the same product;

• the same size;

• the same colour; and

• the same value.

Where an identical replacement is unavailable, we may offer:

• a comparable product;

• another available size or colour;

• store credit; or

• a refund.

A substitute product will not be supplied without the customer’s agreement.

21. Partial Refunds

A partial refund may be appropriate where:

• the defect is minor;

• the customer wishes to retain the product;

• the product remains usable;

• repair is not reasonably necessary; and

• the proposed reduction reasonably reflects the defect.

A partial refund will be agreed with the customer before being processed.

22. Full Refunds

A full refund may be issued where:

• a material defect is confirmed;

• repair or replacement is unavailable or inappropriate;

• an incorrect product cannot reasonably be replaced;

• the product materially differs from its description;

• the order cannot be fulfilled as agreed; or

• a full refund is otherwise required by applicable law.

A full refund generally covers the amount actually paid for the affected product.

Where an entire order is validly rejected because of a confirmed defect or Edimays Couture’s material error, applicable delivery charges will be handled in accordance with the circumstances and applicable law.

23. Refund Method

Approved refunds will normally be returned through the original payment method.

Refunds may therefore be issued to the:

• mobile money account used for payment;

• debit card used for payment;

• credit card used for payment; or

• other original payment source.

Where a refund to the original payment method is not technically possible, Edimays Couture may request verified information needed to use another lawful refund method.

We will not request:

• your mobile money PIN;

• your card PIN;

• your online banking password;

• a complete card number by email or messaging application; or

• a one-time authentication code.

24. Refund Processing Time

Edimays Couture will normally initiate an approved refund within seven business days after approval.

After we initiate the refund, the time required for the funds to appear may depend on:

• the payment processor;

• the mobile money provider;

• the card issuer;

• the customer’s bank;

• the payment currency; and

• whether the transaction was international.

Financial institutions may require additional processing time that is outside Edimays Couture’s direct control.

We will provide confirmation when the refund has been submitted where such confirmation is available.

25. Delivery and Other Charges

Where a confirmed defect, incorrect product or pre-delivery damage caused the return, Edimays Couture will bear or reimburse reasonable approved return delivery costs.

We do not ordinarily refund:

• premium delivery selected by the customer beyond the standard available method;

• customs duties paid directly to a government authority;

• bank charges;

• card-issuer charges;

• foreign exchange losses;

• currency conversion fees;

• unapproved courier charges;

• avoidable storage fees; or

• customs penalties caused by incorrect customer documentation.

Where legally possible, customers may apply directly to the relevant customs authority for a refund of import duties relating to returned products.

26. Promotional and Discounted Products

A discounted or promotional product has the same defect-related protections as a full-price product.

However, a product will not be considered defective merely because:

• its price was reduced;

• it formed part of a promotion; or

• a specific disclosed imperfection was the reason for the discount.

Where a defect was clearly disclosed before purchase, the customer may not claim that the specifically disclosed condition was unknown.

Refunds for discounted products will be based on the amount actually paid for the affected product.

27. Final-Sale Products

A product marked “final sale” is not returnable for:

• change of mind;

• incorrect size selection;

• unwanted gifts; or

• personal preference.

A final-sale label does not remove the right to report a defect, delivery damage, incorrect product, or material misdescription.

28. Gift Purchases

A gift recipient may report a suspected defect, but we may require:

• the original order number;

• purchaser verification;

• proof of purchase; or

• authorization from the purchaser.

Unless otherwise agreed and legally permitted, refunds will normally be issued to the original payment method rather than directly to the gift recipient.

A replacement, repair or store credit may be offered where appropriate.

29. Refused Deliveries and Uncollected Parcels

A parcel is not considered a product return merely because the customer:

• refuses delivery;

• is unavailable for delivery;

• fails to collect the parcel;

• provides an incorrect address;

• refuses to pay applicable import charges; or

• fails to complete customs clearance.

Where a parcel is returned to Edimays Couture for one of these reasons, any refund will be assessed after the product is received and inspected.

Subject to applicable law, reasonable costs may be deducted, including:

• outbound delivery charges;

• return delivery charges;

• customs fees;

• brokerage charges;

• storage charges; and

• other direct costs arising from the failed delivery.

No refund may be available where an international parcel is abandoned or destroyed by customs and Edimays Couture cannot recover the product, except where the failure resulted from our error.

30. Products Damaged During Return Delivery

Where a returned product is damaged because it was inadequately packaged or sent through an unapproved return method, Edimays Couture may:

• reduce the available refund;

• reject the return;

• require the customer to bear the additional loss; or

• return the product to the customer.

This does not apply where Edimays Couture or its appointed return provider caused the damage.

31. Rejected Claims

A return claim may be rejected where inspection reasonably determines that:

• no material defect exists;

• the issue is normal wear and tear;

• the customer selected the wrong size;

• the customer changed their mind;

• the damage occurred after delivery;

• the product was misused;

• care instructions were not followed;

• the product was altered or repaired by another person;

• the alleged defect was clearly disclosed before purchase;

• the product was returned in an unhygienic condition;

• the returned product is not the product originally supplied; or

• the available evidence does not reasonably support the claim.

Where a claim is rejected, we will explain the reason.

The customer may be required to pay for the product to be returned to them.

32. Suspected Fraud or Abuse

Edimays Couture may investigate and reject claims involving suspected:

• product substitution;

• false defect reports;

• manipulated photographs;

• return of a different product;

• deliberate product damage;

• repeated abusive claims;

• fraudulent payment disputes; or

• misuse of return-delivery services.

We may suspend customer accounts or take other lawful action where there is reasonable evidence of fraud or abuse.

This section will not be used to obstruct a genuine return or statutory consumer claim.

33. Chargebacks and Payment Disputes

Please contact Edimays Couture before initiating a chargeback so that we have an opportunity to investigate and resolve the matter.

Nothing in this policy removes a lawful right to contact your bank, card issuer or payment provider.

Where a chargeback is submitted, we may provide the payment provider with relevant records, including:

• the order confirmation;

• payment records;

• delivery confirmation;

• tracking information;

• product information;

• customer communications; and

• return inspection findings.

Submitting a knowingly false payment dispute may constitute fraud.

34. Consumer Rights in Other Countries

Edimays Couture is based in Ghana and serves both Ghanaian and international customers.

Customers in another country may have mandatory consumer rights that apply to their purchase.

Where a mandatory local law grants a right that conflicts with this policy, that mandatory right will apply to the extent legally required.

This policy does not promise voluntary change-of-mind returns worldwide. However, we will comply with any non-excludable cancellation, return or refund obligation that lawfully applies to a particular transaction.

35. Personal Information Used for Returns

To administer a return or refund, Edimays Couture may process information including:

• your name;

• contact details;

• order number;

• transaction details;

• delivery information;

• photographs and videos;

• refund information;

• identity-verification information; and

• communications concerning the claim.

This information will be handled in accordance with our Privacy Policy and applicable data-protection law.

Do not send confidential payment authentication information such as:

• card PINs;

• mobile money PINs;

• card security codes;

• online banking passwords; or

• one-time authentication codes.

36. Complaints and Escalation

Where you disagree with the outcome of a return claim, you may request a review by contacting:

Email: edimayscouture@gmail.com
Telephone or WhatsApp: +233554091090
Email subject: Return Claim Review – Order [INSERT ORDER NUMBER]

Your request should explain:

• why you disagree with the decision;

• any information you believe was overlooked;

• the remedy you are requesting; and

• any additional evidence supporting the claim.

A person who was not primarily responsible for the original assessment should review the complaint where reasonably practicable.

Nothing in this section prevents you from seeking a remedy from a competent court, regulator or consumer-protection authority.

37. Changes to This Policy

Edimays Couture may update this policy to reflect changes in:

• our products;

• our return procedures;

• delivery arrangements;

• payment methods;

• applicable laws;

• regulatory guidance; or

• business operations.

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

The policy applicable to an order will ordinarily be the version in effect when the order was placed, unless:

• a later version is more favourable to the customer;

• a change is required by law; or

• the parties agree otherwise.

38. Contact Us

For return requests, defect reports or questions about this policy, contact:

Edimays Couture trading as Edimays Couture
Business address: 42, ATIA TSO NAA ST, GK-0434-8584
Customer service email: edimayscouture@gmail.com
Telephone or WhatsApp: +233554091090
Business hours: 9 AM – 6 PM GMT
Website: edimayscouture.com

Please include your order number in all return-related communications.