Terms and conditions of sale

Purpose

These terms set out the rights and obligations of the publisher of the E-Raaga store (see the Publisher block above), referred to as “E-Raaga”, and of anyone who buys or requests a quote on the store, referred to as “the customer”.

E-Raaga sells in Burkina Faso products held in local stock and products imported from China and Dubai, at retail and wholesale.

Scope and acceptance

These terms apply to all sales made on the online store, whatever the device used, and to orders resulting from a quote.

The customer accepts them by ticking the dedicated box, which is never pre-ticked, before confirming an order or sending a quote request. Each order is linked to the version of the terms accepted on that day.

E-Raaga may update these terms. The applicable version is the one in force on the order date; previous versions remain available on request from customer service.

Customer account and guest checkout

Customers can create a free account using a phone number or email address verified by a code. The account gives access to order and quote tracking, invoices, Raaga Club and referrals.

Customers can also order or request a quote without an account, as a guest, after verifying their phone number with a code. They can then turn their order into an account in one step.

Business customers can register their company (registered name, IFU, RCCM, address). “Verified business” status, granted after a check by our team, unlocks business prices.

Customers are responsible for the accuracy of the information they provide and for keeping their sign-in methods confidential.

Products and availability

Each product shows its key features, photos and sourcing method, with an estimated lead time.

Lead times are estimates; the expected date of each step is shown in order tracking, and any change is explained to you.

• Available in Ouagadougou: held in local stock, for delivery or in-store pickup.
• Made to order — China: estimated lead time of 15 to 30 days.
• Made to order — Dubai: estimated lead time of 7 to 15 days.
• Products requiring import documents or without a fixed price: sold on quote only.

Prices

Prices are set in West African CFA francs (XOF), the reference and settlement currency. They are calculated by our system, which prevails; no price sent by the interface is taken into account.

If you choose to display another currency (euro, US dollar, etc.), amounts are converted from XOF for information only and shown with the “≈” sign. The XOF/euro rate is fixed (1 euro = 655.957 XOF); for other currencies, the rate used and its date can be viewed. The exact amount charged in XOF is always shown before payment.

Applicable taxes are calculated according to the publisher’s tax regime and itemised on the invoice. Shipping and delivery costs are calculated separately and shown before you confirm your order.

For every line in your cart, quote and order, you can view the price breakdown: base price, volume tier, discounts applied, points used and final price.

Volume pricing, minimum quantities and business prices

Some products have volume pricing: the more you order, the lower the unit price. The tier reached and the amount saved are shown on the product page, in the cart and in the quote.

Some products can only be ordered from a minimum quantity and in multiples of their pack size (for example, by the carton). A quantity that does not meet these rules is refused, and the nearest valid quantity is suggested.

Verified business customers get the product’s business price list where one exists.

Promotions and promo codes

E-Raaga may run promotions: percentage or fixed discounts, strikethrough prices, buy X get Y free, fixed-price bundles, free delivery, a gift above a set amount, flash sales with limited stock or private sales for selected members. Each promotion states its period (Ouagadougou time), the products concerned, who it is for and any limits.

A strikethrough price is always a price that was actually charged for at least 30 days during the previous 90 days. Countdowns and stock levels shown are real.

Unless stated otherwise, discounts are applied in this order: business price, volume tier, product promotion, cart promotion, promo code, then loyalty points. Where two promotions cannot be combined, the one most favourable to you applies.

A promo code may be single-use, limited-use or public, with a minimum spend and a validity period. If a code cannot be applied, you are told why (expired, minimum spend not reached, already used).

Quote requests

Wholesale purchases, products without a fixed price, products requiring import documents and sourcing requests go through a quote. The request takes five steps and what you enter is saved, even if your connection drops.

You can ask for a quick estimate or a final price. The total shown when you send the request is an estimate: the final price appears in the quote we send you, together with its validity period.

You can accept the quote, decline it or ask for changes from your account or from tracking without an account. A request can be cancelled until the quote has been sent to you. A quote not accepted before the end of its validity period expires.

Once accepted, the quote becomes an order. You pay a deposit, the amount of which is shown on the quote, then the balance when the goods arrive. Every payment is recorded and shown in your account.

• Step 1 — Items: products, variants and quantities.
• Step 2 — Contact details: identity, contact, address and, for businesses, registered name, IFU and RCCM.
• Step 3 — Delivery and shipping: sea freight, air freight, your own freight forwarder, in-store pickup or local delivery.
• Step 4 — Documents and currency: pro forma invoice, purchase order or any other required document, and quote currency.
• Step 5 — Summary and submission.

Placing and confirming an order

To order directly, customers add products to the cart, sign in or continue as a guest, choose a delivery method and payment method, check the summary and confirm using a button that shows the exact amount to pay.

The order is given a number (for example CMD-2026-000123) and you receive a confirmation through your chosen channel. Stock is reserved for a limited time, and the end time is shown; an order not paid within that time expires and the stock is released.

The sale is concluded when the payment, or the deposit for a quote-based order, is confirmed by our system, or when a cash-on-delivery order is confirmed. E-Raaga may refuse an order in the event of a previous dispute, proven fraud or clearly incorrect information; the customer is informed.

Payment

Payment is made in XOF. The payment methods available for each order are shown at checkout.

• Orange Money and Moov Money, through our payment provider Ligdicash.
• Bank card, through Ligdicash.
• Cash on delivery, where the order is eligible: the conditions are explained when you choose it, or the reason it is unavailable is shown.
• Bank transfer, for business orders above an amount shown at checkout.
• E-Raaga store credit and Raaga Club points, where available, within the limits of their rules.

Payment security

Your payment details are entered only on our payment provider’s page or interface. E-Raaga never collects, sends or stores your card number or Mobile Money PIN. No one at E-Raaga will ever ask you for your PIN.

A payment is only treated as successful once our system has checked the exact amount, currency and order reference with the provider. Submitting twice never creates a duplicate order or a double charge.

If the payment provider is temporarily unavailable, you are told before choosing your payment method and offered the methods that remain available.

Local delivery and in-store pickup

Delivery areas, lead times and costs are calculated by our system based on the address, the chosen method, and the weight and volume of the order; they are shown in the cart and before you confirm. Delivery may be free above an amount shown in the cart.

You can have your order delivered to someone else, such as a relative in Burkina Faso, by giving their name and phone number. The recipient can receive the tracking link.

In-store pickup is free. When your order is ready, you receive a pickup code (QR code and short code) to show at the store, whose opening hours are displayed.

On delivery, proof is recorded (date, time, name of the person receiving it) and can be viewed in your account. Please check the condition of the parcel in front of the courier.

International shipping and customs clearance

For quote-based orders, international shipping can be by sea (charged per cubic metre) or by air (charged per kilogram, express or with an air waybill). You can also use your own freight forwarder, in which case international shipping is excluded from our estimate.

Goods may travel in a container or in a consolidated shipment with other orders. Tracking shows the mode, the container or air waybill number, the origin and each step: loading, departure, transhipment, arrival at port, customs clearance and arrival in Burkina Faso.

Shipping and customs lead times are estimates and may depend on third parties (carriers, ports, customs). If there is a delay, the new expected date and the reason are shown in tracking.

The quote states what the price includes (products, shipping, customs clearance and other charges) and which import documents are required.

Right of return

You have 14 days from delivery or pickup to request the return of an item.

You can make the request from your account (Orders section) or through customer service, giving the reason and, if you wish, photos. Practical return arrangements are given to you as soon as the request is accepted.

The item must be returned complete, in its original condition, with its accessories and, where possible, its packaging.

Once this period has passed, the order is closed and the loyalty points earned on it are confirmed.

Refunds

Once the returned item has been received and checked, you are refunded, as you prefer, to your payment method or as store credit where this option is available.

Loyalty points and any promo code used on the order are credited back to you; pending points earned on the returned order are cancelled. Every refund is recorded and shown in your account.

Warranties

Products are covered by the statutory warranties provided for by applicable law, in particular against lack of conformity and hidden defects.

Where a product comes with a manufacturer’s or distributor’s commercial warranty, its length and conditions are shown on the product page and on the invoice.

To make a warranty claim, contact customer service with your order number.

Raaga Club and referrals

The Raaga Club loyalty programme is free and open to all customers with an account. How it works (earning and using points, tiers, benefits, expiry) is described in the Raaga Club rules.

Referrals let you recommend E-Raaga to friends and family, with a reward for both you and the person you refer. The conditions (rewards, limits, fraud prevention) are set out in the referral terms.

Both sets of rules are versioned and dated; you are notified of any unfavourable change before it takes effect.

Customer service and complaints

Our customer service team can be reached by WhatsApp, phone, email and the contact form, using the details and opening hours shown on the Contact page.

For any complaint, please give your order or quote number. Every request is given a reference number and a reply within an indicative 24 business hours.

Personal data

Data collected through your orders and quotes is processed in accordance with Law No. 001-2021/AN on the protection of personal data. Purposes, retention periods and your rights are described in our privacy policy.

Governing law and disputes

These terms are governed by the law of Burkina Faso, in particular Law No. 045-2009/AN on electronic services and transactions.

If a problem arises, please contact customer service first so that we can look for an amicable solution. If no agreement is reached, the dispute will be brought before the competent courts of Burkina Faso.