1. What we collect

When you create an account or place an order we collect your name, phone number and email; your delivery addresses and landmarks; your order history and shopping preferences (like substitution choices); and technical information such as device type and app version to keep the service working well.

2. How we use it

We use your information to process and deliver orders, contact you about substitutions or delivery, send order updates by SMS, improve the products we stock, and — only if you opt in — tell you about deals. You can turn marketing messages off any time in Account → Notifications.

3. Payments

Mobile money and card payments are processed by licensed payment providers. Fenroy never sees or stores your full card number or MoMo PIN. We keep only a payment reference so we can match payments to orders and process refunds.

4. Sharing

We share your delivery address and phone number with the rider delivering your order, and order data with the payment provider handling your payment. We do not sell personal data to anyone.

5. Your rights

You can view and edit your details in your account, ask us for a copy of your data, or ask us to delete your account entirely. Deleting your account removes your personal details; anonymised order records are kept for accounting as required by law.

6. Contact

Questions about privacy? Email privacy@fenroy.com or write to Fenroy, 12 Oxford Street, Osu, Accra. (Sample contact details)

1. Use of service

By accessing or using the Fenroy storefront you agree to be bound by these terms. You must be at least 18 years old, or have the consent of a parent or guardian, to place an order. We reserve the right to refuse service at our discretion.

2. Accounts

You are responsible for keeping your account credentials secure. Notify us immediately at hello@fenroy.com if you suspect unauthorised access. We may suspend accounts that violate these terms.

3. Orders & payment

Placing an order is an offer to purchase. We reserve the right to cancel orders where a product is out of stock, priced in error, or where fraud is suspected. Payment is collected at the time of ordering. Any refunds are processed within 1–5 business days to the original payment method.

4. Liability

Fenroy's liability is limited to the value of the products in your order. We are not liable for indirect or consequential losses, or for delays caused by circumstances beyond our control (power outages, severe weather, civil unrest, etc.).

5. Changes to these terms

We may update these terms from time to time. The updated version will be posted here with a revised date. Continued use of the service after changes are posted constitutes your acceptance.

1. Eligibility

You are eligible for a refund or replacement if an item arrives damaged or spoiled, you receive a wrong item, an item is missing from your order, or we cannot fulfil an item you paid for. Report the issue within 24 hours of delivery.

2. How to request a refund

Contact us on WhatsApp (055 123 4567) or email hello@fenroy.com with your order number and a brief description. A photo helps us resolve it faster. We'll confirm within a few hours during store hours.

3. Refund timeline

Approved refunds are returned to the original payment method — Mobile Money or card — within 1–5 business days. MoMo refunds are typically faster. We'll notify you by SMS or email when the refund is processed.

4. Exceptions

We cannot refund items that have been consumed, items reported after the 24-hour window, or price changes after your order was confirmed. Change-of-mind returns are not accepted for fresh or perishable goods.

1. Delivery zones

We deliver to Osu, Labone, Cantonments, East Legon, Airport Residential, Spintex, Teshie, Achimota, Dansoman, Tema and Kasoa. Message us on WhatsApp if your area isn't listed — we're expanding.

2. Delivery windows & cut-off

Choose at checkout: Morning (9am–12pm), Afternoon (12pm–3pm), or Evening (4pm–7pm). For same-day delivery, order by 6:00pm. Orders placed after the cut-off are scheduled for the next available slot.

3. Fees & free delivery

Delivery fees range from GH₵ 10 to GH₵ 35 depending on your zone. Free delivery applies when your basket meets the zone threshold (GH₵ 250–GH₵ 400). A minimum basket of GH₵ 50 applies to all orders.

4. Failed delivery

Our rider calls 10 minutes before arrival. If no one is available and we cannot reach you, we'll attempt delivery once more. If the second attempt fails, the order is returned and a partial refund (minus the delivery fee) is processed.