Policies & Customer Information Hub

Privacy Policy

We respect your privacy and protect your personal information in line with UK GDPR.

What We Collect

 Your name and contact details

 Delivery information

 Payment and order details

 Device and browsing information

 Messages you send us

How We Use Your Information

 To process and deliver your order

 To keep your account secure

 To improve your shopping experience

 To meet legal requirements

Your Rights

You can:

 Ask for a copy of your data

 Ask us to correct or delete it

 Change your marketing preferences

 Contact the ICO if you have concerns

How We Keep Your Data Safe

We use secure servers, encryption, and strict access controls.

Secure Shopping Policy

Your payments are protected with encrypted checkout and trusted payment providers. We

monitor orders to prevent fraud and keep your account safe.

Delivery Policy

Delivery Times

We aim to deliver within the timeframe shown at checkout. By UK law, orders must arrive

within 30 days unless agreed otherwise.

Tracking

You’ll receive tracking details when your order ships.

Delivery Address

Please doublecheck your address — we deliver exactly as provided.

Returns & Refunds Policy

Change of Mind

You have 14 days from receiving your order to request a return.

Return Conditions

Items must be unused and in their original packaging.

Items You Can’t Return

 Customised or tailored items (e.g., bespoke Kente wear)

 Perishable or hygienesensitive items once opened

Faulty or Incorrect Items

If something isn’t right, we’ll repair, replace, or refund it.

Refunds

Refunds are issued within 14 days of receiving your returned item.

Shipping & Delivery Policy

 Shipping costs are shown at checkout

 International customers may pay duties or taxes

 Customs delays are outside our control

Ethics & Sustainability Policy

We partner directly with African artisans, boutiques, and makers. We support fair labour,

sustainable materials, and community livelihoods. We avoid misleading environmental

claims and follow the UK Green Claims Code.

Modern Slavery Statement

We do not tolerate forced labour or exploitation. All partners must follow fairwage and

safe working condition standards.

Customer Support Policy

You can reach us by email, phone, or contact form. We aim to respond within 24–48 hours.

Payment Policy

We accept secure, internationally recognised payment methods. Your payment is confirmed

instantly and encrypted for safety.

Marketplace Seller Policy

Sellers must:

 Provide authentic, accurately described products

 Meet quality and safety standards

 Follow our returns and delivery rules

 Use ethical and legal business practices

We may remove sellers who do not comply.

Terms & Conditions

These terms explain how shopping on Neamapapa Mall works.

Key Points

 A contract is formed when we accept your order

 Prices may be corrected if errors occur

 We own the content on our website

 We limit liability as allowed by UK law

 Governing law: England & Wales

Cookie Policy

We use cookies to:

 Make the website work

 Improve your experience

 Understand site traffic

You can manage your cookie settings anytime.

Data Security & Retention Policy

We keep your data only as long as needed for orders, legal requirements, or support. We

use encryption, secure servers, and monitoring to protect your information.

Complaints & Dispute Resolution Policy

If something goes wrong, contact us and we’ll work to resolve it quickly. If we can’t resolve it

together, you may use an approved UK mediation service.

Website Terms of Use

You agree not to misuse our website, copy content, or interfere with our systems. We may

update the site or restrict access if needed.

Accessibility Policy

We aim to make Neamapapa Mall accessible to everyone. We follow WCAG guidelines and

welcome feedback on accessibility improvements.

Product Safety & Compliance Policy

All products must meet UK safety standards. We provide material details and care

instructions (e.g., Kente cloth, baskets, jewellery). Agerestricted items are clearly labelled.

Under18 Purchasing Policy

You must be 18+ to place an order. Under18s need parental consent. Restricted items are

not sold to minors.

Cancellation Policy

You may cancel your order before it ships. After shipping, cancellations follow the Returns

Policy.

AntiFraud & Security Monitoring Policy

We monitor orders for fraud and may request verification. We cooperate with banks and

authorities when needed.

Intellectual Property Policy

All images, text, and designs on Neamapapa Mall are protected. Sellers must own or license

their product content.

Company Information

Neamapapa Mall Ltd Suite 14D Birim Street, Community 22, Tema P.O. Box CT5525, Accra,

askme@neamapapa.com

+233 (303) 966 489 / +233 (27) 258 9749

Customer Rights (CRA 2015)

You have the right to:

 Receive goods that match their description

 Receive goods that are fit for purpose

 Reject faulty goods within 30 days

 Request repair or replacement

 Receive refunds within 14 days

 Cancel most online orders within 14 days

Your statutory rights are always protected.

Seller Onboarding Framework

All sellers must:

 Provide authentic African made products

 Follow UK consumer law

 Meet quality and safety standards

 Support fair labour and ethical sourcing

 Provide accurate descriptions and photos

 Honour returns and refunds

 Communicate professionally