Last updated: 13 July 2026
This policy applies to all purchases on Townsquar, operated by Townsquare Systems Ltd. It works alongside — and never reduces — your rights under Ghanaian consumer protection law.
1. Checked before it ships
Every Standard order is physically verified at a Townsquar hub before dispatch: right item, promised condition, complete contents. If an item fails this check, we cancel and refund that item immediately — most "wrong item" and "damaged item" problems are caught here, before the parcel ever reaches you.
2. Cancellations
You can cancel an order free of charge at any time before it is picked up from the seller, from your Orders page. The refund is issued automatically to your original payment method. After pickup, an order can no longer be cancelled — but you can return it after delivery under this policy.
3. Change-of-mind returns — 3 days
- You have 3 days from delivery to request the return.
- The item must be unused, unworn and unwashed, in its original condition with all tags and packaging.
- The delivery fee for the original order is not refunded for change-of-mind returns.
4. Faulty or not-as-described returns — 14 days
- You have 14 days from delivery if an item is faulty, damaged, or materially different from its listing.
- Clear photos of the problem are required when you open the request.
- If the fault is confirmed, you receive a full refund — including delivery fees — or a replacement where available.
5. Items that can't be returned for change of mind
For hygiene and safety reasons, the following can only be returned if faulty: underwear and intimates, swimwear with the hygiene seal removed, pierced jewellery (such as earrings), and cosmetics or grooming products that have been opened.
6. How to return
- Open the order in Account → Orders.
- Choose Request a return, select the item and reason, and attach photos if the item is faulty.
- We confirm the request and arrange a courier collection or a drop-off, at no cost to you for confirmed faulty items.
- The item is inspected on return; once approved, your refund is released.
7. Refunds
- Refunds always go to the original payment method, in Ghana Cedis.
- Mobile Money: typically within 1–3 working days of approval.
- Cards: typically within 5–10 working days, depending on your bank.
- We email you when the return is received, when it is approved, and when the refund is issued.
8. Exchanges
We don't process direct exchanges. For a different size or colour, return the item under this policy and place a new order — this is usually faster than an exchange would be.
9. Abuse of this policy
We track return activity to keep the marketplace fair. Returning items that were used, swapped or damaged after delivery, or repeated abuse of return windows, may lead to refused returns and account suspension.
10. Questions
Contact customerservice@townsquar.com or +233 234 567 891 (Monday–Saturday, 9am–6pm GMT) — we're happy to help before you order, not just after.