Dispute Resolution Policy
Last updated: 8 August 2026 · Effective immediately
We are committed to resolving all customer concerns quickly and fairly. Before initiating a chargeback, legal proceeding, or escalation to a regulatory body, we strongly encourage you to contact us directly — most issues are resolved within 48 hours.
1. Scope
This policy applies to all disputes arising from purchases made through wearanaiah.gh or at our physical store in Accra, Ghana, including but not limited to:
- Non-delivery or late delivery of orders
- Defective, damaged, or wrong items received
- Refund not received within the stated timeframe
- Billing or payment errors
- Concerns about data privacy or misuse of personal information
2. Resolution Process
Step 1
Contact Us Directly
Email hello@wearanaiah.gh or call +233 20 546 0185 (Mon–Sat, 9am–6pm GMT). Include your order number, a description of the issue, and any supporting evidence (photos, screenshots). We aim to respond within 24 business hours and resolve most issues within 3 business days.
Step 2
Formal Complaint
If your issue is not resolved to your satisfaction after Step 1, submit a formal written complaint to hello@wearanaiah.gh marked 'FORMAL COMPLAINT'. A senior member of our team will review and respond within 5 business days with a final resolution offer.
Step 3
External Escalation
If you remain dissatisfied after Steps 1 and 2, you may escalate to the Ghana Consumer Protection Agency (GCPA) or the National Communications Authority (NCA) for electronic commerce complaints. For data privacy disputes, you may contact the Data Protection Commission of Ghana.
3. Chargebacks & Payment Disputes
We ask that you contact us before initiating a chargeback with your bank or Mobile Money provider. Unauthorised chargebacks (raised without prior contact with us) may result in:
- Suspension of your account pending investigation
- Recovery of the disputed amount through legal channels if the chargeback is found to be fraudulent
We will cooperate fully and promptly with any legitimate payment dispute investigation.
4. Mediation & Arbitration
For disputes that cannot be resolved through direct negotiation, both parties agree to first attempt resolution through a mutually agreed mediator before resorting to litigation. If mediation fails, disputes shall be referred to arbitration under the Alternative Dispute Resolution Act, 2010 (Act 798) of Ghana, with the seat of arbitration in Accra.
Nothing in this clause prevents either party from seeking urgent injunctive relief from the courts.
5. Governing Law
This Dispute Resolution Policy and all related matters are governed by the laws of the Republic of Ghana. The courts of Ghana shall have exclusive jurisdiction over any dispute that proceeds to litigation.
6. Regulatory Contacts
- Ghana Consumer Protection Agency (GCPA): gcpa.gov.gh
- Data Protection Commission of Ghana: dataprotection.org.gh
- National Communications Authority: nca.org.gh
7. Contact
Wear Anaiah, Oxford Street, Osu, Accra, Ghana
Email: hello@wearanaiah.gh · Phone: +233 20 546 0185
Business hours: Monday–Saturday, 9:00am–6:00pm GMT