Products

This Refund & Return Policy explains how returns, refunds, and complaints are handled on Lafinda.
By placing an order, you agree to the rules stated in this policy.

Lafinda operates a secure escrow system:
Buyer payments are held by Lafinda and released to the seller only after successful delivery.

2. Eligibility for Returns & Refunds

A buyer may request a return or refund only if one of the following conditions applies:

Valid Reasons for Return/Refund

Wrong item delivered

Item is damaged or broken upon delivery

Item is fake or counterfeit

Item does not match description, color, size, or specifications

Missing parts or accessories

Expired product (food/cosmetics)

If one or more of these conditions are met, the buyer is eligible for a refund.

3. Non-Eligible Return Reasons

No return or refund will be accepted if:

Buyer changed their mind

Buyer ordered the wrong item

Buyer does not like the item anymore

Buyer refuses delivery without a valid reason

Buyer damaged the item after delivery

The product belongs to a non-returnable category (see below)

4. Non-Returnable Items

For safety and hygiene, certain categories cannot be returned:

Underwear

Earrings & body jewelry

Cosmetics or skincare items that have been opened

Perishable foods

Digital products

Phone recharge cards & gift cards

Unless they were delivered damaged or not as described.

5. Time Window for Return Requests

Buyers must report an issue:

Within 24 hours after delivery

Include photos or video proof.

Complaints submitted after 24 hours may not be accepted unless it involves a fake or counterfeit item.

6. Return Process (Step-by-Step)
Step 1:

Buyer submits a complaint through the app or support channel with photos/videos.

Step 2:

Lafinda reviews the claim and decides if the return is valid.

Step 3:

If approved, Lafinda arranges pickup of the item from the buyer.

Step 4:

Item is inspected upon return.

Step 5:

If the seller is at fault, a refund is issued.

Refunds are sent to the buyer’s original payment method (MoMo or card).

7. Seller Responsibility

If the seller is at fault (e.g., wrong item, fake item, damaged item):

The seller must accept the return

The seller will bear the cost of the return (deducted from payout)

Seller may face penalties for repeated issues

Providing fake items may lead to permanent seller ban.

8. Buyer Responsibility

The buyer must:

Inspect the item at delivery

Keep item in original condition for returns

Not damage or misuse the item

Provide accurate complaint evidence

Failure to follow this may void the return.

9. Refund Approval

Refunds are approved only after:

Returned item is received (if required)

Lafinda verifies seller fault

Investigation is completed

Lafinda reserves the final decision on all refunds.

10. Refund Method & Timeline

Refunds will be:

Sent to Mobile Money for MoMo payments

Sent back to the bank/card for card payments (if available)

Refund processing time:

1–7 business days, depending on payment provider.

11. Delivery Fees

If the seller is at fault, delivery fees may be refunded.

If the buyer is at fault, delivery fees are not refunded.

12. Order Cancellation

Before a seller prepares the item:

Buyer may cancel the order with no penalty.

After preparation or dispatch:

Cancellations may be rejected or may have a penalty fee.

13. Fraud Prevention

Lafinda may reject refunds if:

The buyer attempts to abuse the system

Evidence is manipulated

The buyer frequently requests refunds without valid reasons

Fraudulent behavior will lead to account suspension.

14. Governing Law

This policy follows the commercial regulations of Togo.

Any disputes will be handled under Togolese law.

15. Acceptance

By placing an order on Lafinda, you confirm that:

You have read this Refund & Return Policy

You understand and agree to its terms

You accept that Lafinda’s decision on refunds is final

Last Updated: December 07, 2025

Welcome to Lafinda. These Terms of Service (“Terms”) govern your access to and use of the Lafinda website, mobile application, and all related services (collectively, the “Platform”).
By using Lafinda, you acknowledge that you have read, understood, and agreed to these Terms.
If you do not agree, please do not use the Platform.

1. About Lafinda

Lafinda is a multi-vendor e-commerce marketplace that enables independent sellers (“Vendors”) to list and sell products to buyers (“Users”).
Lafinda provides:

An online storefront for vendors

Secure order and payment processing

Delivery coordination

Customer and seller support

Lafinda is not the seller of the products, except where specifically stated. Vendors are responsible for the items they list.

2. Eligibility

To use Lafinda, you must:

Be at least 16 years old to make purchases

Be at least 18 years old to sell products

Provide accurate information when creating an account

Not have been previously banned from Lafinda

Agree to follow all Lafinda policies

We may deny or restrict access if we believe you violate these Terms.

3. Account Registration

Users can create an account using:

Email and password

Social login (Google, Facebook, Apple)

Phone number (if enabled)

By creating an account, you agree to:

Keep your login details secure

Be responsible for all activity under your account

Notify us immediately of unauthorized access

Lafinda may request identity verification when necessary.

4. Buying on Lafinda

When purchasing products, you understand that:

Product descriptions, prices, and stock levels are provided by Vendors

Orders are confirmed only after successful payment

Delivery times may vary depending on Vendor location and courier availability

You must provide accurate delivery details

Fraudulent orders may be cancelled

Users must inspect delivered items and report issues within the allowed time.

5. Selling on Lafinda

Vendors must comply with:

Lafinda Seller Terms & Conditions

Local and national legal requirements

Product quality and authenticity rules

Vendors are responsible for:

Product listings (images, descriptions, pricing)

Inventory management

Order fulfillment and packaging

Handling returns or disputes as required

Compliance with KYC requirements

Lafinda may suspend or terminate seller accounts that violate policies.

6. Payments

Payments on Lafinda may be processed through third-party providers such as:

Mobile money gateways

Bank cards

Automated wallets

Escrow systems

By using Lafinda:

You agree to applicable processing fees

Lafinda may hold payments in escrow until delivery is confirmed

Refunds follow Lafinda’s Refund & Return Policy

Lafinda is not responsible for delays caused by payment processors

Chargebacks or fraudulent activity may result in account suspension.

7. Shipping & Delivery

Delivery may be handled by:

Lafinda logistics partners

Independent third-party couriers

Vendors (for self-delivery items)

Delivery times are estimates only.
Delays may occur due to:

Vendor processing time

Traffic or weather conditions

Courier issues

Incorrect delivery information

Users are responsible for being available to receive orders.

8. Returns & Refunds

Returns and refunds follow Lafinda’s Refund & Return Policy.

You may request a return or refund if:

The product is damaged

The product is not as described

The wrong item was delivered

The item is defective

Vendors must comply with Lafinda’s return rules.
Refunds may be processed through:

Mobile money

Wallet balance

Original payment method

9. Prohibited Activities

You may NOT:

Sell illegal or restricted items

Mislead or deceive buyers

Use fake or duplicate accounts

Manipulate prices or reviews

Attempt to hack or disrupt the Platform

Upload viruses, malicious code, or harmful content

Harass buyers, sellers, or Lafinda staff

Post false claims or engage in scams

Violations may lead to permanent suspension.

10. Intellectual Property

All Lafinda branding, logos, designs, and content created by Lafinda are protected by copyright, trademark, and intellectual property laws.
You may not:

Copy the interface

Modify or reproduce Lafinda content

Use Lafinda trademarks without permission

Vendor product images remain the property of the vendor.

11. Third-Party Services and Integrations

The Lafinda Platform may incorporate or rely on services provided by independent third parties, including:

Payment processors and financial providers

Delivery and logistics partners

Authentication and identity verification providers

External APIs, plugins, and integrations

These third parties operate independently. Lafinda does not control and is not responsible for:

The availability or performance of their services

Errors, delays, outages, or disruptions

Their security practices or data handling

Any loss or damage resulting from their actions

Your use of such services is subject to their own terms and conditions.

12. Limitation of Liability

To the fullest extent permitted by law:

Lafinda is not liable for products sold by Vendors

Lafinda is not responsible for shipping delays

Lafinda is not responsible for payment failures

Lafinda is not liable for any indirect, incidental, or consequential damages

Your use of the Platform is at your own risk

Nothing in these Terms excludes liability where prohibited by law.

13. Account Suspension or Termination

We may suspend or terminate your account without notice if:

You violate these Terms

You engage in fraud or illegal activity

You abuse the Platform

You fail verification checks

You may request account deletion at any time.

14. Updates to These Terms

Lafinda may revise these Terms at any time.
We will notify users of material changes.
Continued use of the Platform means you accept the updated Terms.

15. Contact Information

For support, complaints, or inquiries:

Lafinda Support Team
📧 Email: support@lafinda.com

🌐 Website: https://lafinda.com

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