GOROGOO Refund Policy
The 30-7-0 rule — Simple, clear, no surprises. FedaPay compatible.
Dernière mise à jour : 9 April 2026
The 30-7-0 rule
GOROGOO applies a refund policy in three distinct cases, summarized below. These rules apply to any purchase made via the GOROGOO Marketplace, regardless of the shop or delivery region.
30 days
Product not received
Your order does not arrive within 30 days of the estimated delivery date: full refund, no justification required.
7 days
Product not as described
The product received is different from the description, damaged, or defective: full refund or replacement of your choice, within 7 days of receipt.
0 beyond
Normal use
Beyond 7 days of normal use, no refund is granted except in the case of a proven hidden defect or manufacturing fault.
Refund request procedure
- Log in to your buyer area and go to the relevant order.
- Click on "Open a dispute" and select the reason (Not received / Not as described / Damaged / Other).
- Attach up to 3 photos or screenshots as evidence.
- A chat is opened with the seller for an amicable resolution within 72 hours.
- If no agreement is reached, the GOROGOO team escalates the case and issues a final decision within a further 72 hours.
Refund timeframes
| Payment method | Refund timeframe |
|---|---|
| Bank card (FedaPay) | 3 to 7 business days |
| FedaPay (Mobile Money) | 24 to 72 hours |
| GOROGOO Wallet | Instant |
| Bank transfer | 5 to 10 business days |
Exceptions — Non-refundable products
- Perishable products (food, flowers, fresh products)
- Custom products (embroidery, engraving, print on demand)
- Software and digital licenses already activated
- Hygiene items unsealed (opened cosmetics, underwear)
- Products clearly labeled "Final sale — non-refundable"
Disputes between buyer and seller
GOROGOO acts as a neutral mediator. In the event of persistent disagreement after 72 hours of direct discussion, the case is escalated to the Trust & Safety team. The decision rendered is final and binding on both parties.
As the funds are held in escrow until the dispute is resolved, neither the buyer nor the seller can withdraw the amounts during the procedure.
Contact
For any questions about this policy: support@gorogoo.com or via the live chat.