General Terms of Use and Sale

Courtesy translation. The French version prevails in case of any difference.

General Terms of Use and Sale

Last updated: October 29, 2026. This version applies to all orders placed from that date.

These General Terms of Use (GTU) define the rules for accessing and using the Koutonou.com platform by any user, whether visitor, buyer or seller. These General Terms of Sale (GTS) govern the use of the Koutonou.com marketplace, as well as the conditions under which the products and services offered by sellers are sold to buyers (consumers) through the platform.

Koutonou.com is operated by Bénin-Digital (Cotonou, Benin). These terms are written in French, the official language. By using the platform or placing an order, you declare that you have read and accepted them.

Contents

Part 1 – General Terms of Use

1. Definitions

Platform : the Koutonou.com site and services. User : any person who uses the platform (visitor, buyer or seller). Customer : any person, natural or legal, who orders one or more products on the platform. Seller : a professional or independent merchant who offers products on the platform. Account : a personal space for managing one's profile, orders and, for a seller, one's shop.

2. Access to the platform

Access to the online platform is free for any user with an internet connection. Ordering or selling products requires the creation of a user account. Minors under 18 are authorized to use the Koutonou.com services only through an account belonging to a parent or legal guardian and if they have their authorization under their direct supervision.

3. Account creation and management

When creating an account, each user undertakes to provide accurate and up-to-date information. They are responsible for the confidentiality of their password and for the operations carried out from their account; they must inform us without delay of any unauthorized use.

The platform reserves the right to suspend or delete any account in case of fraudulent use or use contrary to these GTU. Except in case of serious misconduct or legal obligation, suspension or deletion is preceded by notice; it is always notified in writing, with its reasons, and the user may challenge it by writing to contact@koutonou.com. The user may close their account at any time by asking us to.

4. User obligations

The user undertakes to use the platform lawfully and in line with its purpose. In particular, they refrain from disrupting the operation of the platform, using it for fraudulent or illegal purposes, and infringing the rights of others.

5. Reviews, comments and published content

Users may publish reviews, comments and other content, provided that they are not illegal, insulting, defamatory, misleading or contrary to third-party rights, and that they contain no viruses or unsolicited advertising. The author guarantees that they hold the rights to what they publish and authorizes Koutonou.com to display it on the platform. Koutonou.com may remove or modify non-compliant content. Any content or offer that appears illegal may be reported from the page “Report a seller or illegal content”.

6. Intellectual property and use of the platform

All the content of the platform (texts, images, logos, trademarks, graphic elements) is protected by copyright. The images and content, trademarks and logos on this site are the exclusive property of the site and of their respective owners. Access to the platform is granted for personal, non-commercial use: it is prohibited to copy, extract or reuse, in particular by robots or any automated tool, substantial parts of the product pages, prices or content of the platform without prior written authorization.

7. Third-party links and sites

The platform may contain links to third-party sites. Koutonou.com is not responsible for the content of these sites or their practices; we invite you to read their own terms.

8. Role of the platform and sellers

Koutonou.com connects independent sellers and buyers. Each product page indicates the seller concerned. The sales contract is concluded between the customer and the seller; Koutonou.com acts as an intermediary, ensures the operation of the platform and the collection of payments, and receives customers' complaints in order to pass them on to sellers and follow their resolution. Each seller is responsible for their offers, the accuracy of their information and the shipping of their products. These provisions do not limit the rights that the law gives the consumer.

9. Liability of the platform

The platform cannot be held liable for damage resulting from the performance or non-performance of the sales contract by the seller, to the extent permitted by law. The platform's liability is limited to its role as an intermediary. Koutonou.com does everything possible to ensure the availability of the platform, without being able to guarantee the absence of interruption (maintenance, technical incident or force majeure). Nothing herein limits or excludes Koutonou.com's liability in case of fraud or gross negligence, or the obligations that the law places on it.

10. Changes to the terms

We reserve the right to modify these General Terms of Use and Sale at any time. Changes apply as soon as they are put online and the update date is shown at the top of this page; in case of an important change, users are informed beforehand. Orders already placed remain subject to the terms in force at the time of the order.

Part 2 – General Terms of Sale

11. Products

The products offered are those shown on the site when the customer browses it. Each seller undertakes to provide accurate and up-to-date information about their offers, in particular the essential characteristics of the product, any warnings and the instructions for use. Images or photos aim to be as faithful as possible but cannot guarantee a perfect match with the product offered.

12. Prices

Prices are shown in CFA francs (FCFA), including all taxes. Delivery costs, where they apply, are shown before the order is confirmed. The applicable price is the one displayed at the time of the order and the offer remains valid as long as it is displayed on the platform; a product ordered during a promotion is delivered at the announced price. In case of a manifest pricing error, we contact you before shipping to offer you the choice of confirming the order at the correct price or cancelling it with a full refund.

13. Orders

The customer places an order on the site by following the online process (cart, address, delivery method, payment). Before confirming, they can check the details of their order, correct any errors or abandon their order. Confirming the order implies unreserved acceptance of these General Terms of Sale. Any order placed on the platform implies acceptance of the prices and characteristics of the products available for sale.

After the order is placed, the customer receives without undue delay an acknowledgment of receipt together with the invoice or proof of payment, which details the order and its date and time. As long as the order has not been shipped, the customer may request its modification or cancellation by contacting us. If an ordered product is unavailable, the customer is informed without delay and at least 24 hours before the scheduled delivery date, and is refunded in full for the amounts paid.

14. Payment

Payment is made through the means offered on the platform at the time of the order: Mobile Money, bank card or bank transfer. The order is only confirmed after the price has actually been collected. Koutonou.com does not keep your bank card data.

15. Delivery

Products are delivered to the address given by the customer at the time of the order, or collected in store where this option is offered. The costs, terms and lead time of delivery are indicated before the order is confirmed; standard delivery is announced from 1,000 CFA, in 1 to 3 days (see the Delivery page). Delivery is carried out by the seller, under their responsibility, within the announced times, and in any case within a maximum of 30 working days from the day after the contract is concluded, unless otherwise agreed.

In case of delay, missing product or damaged product, the customer contacts customer service. Where delivery is not made within the planned time, the customer may obtain the cancellation of their order by simple written notification (letter or email with acknowledgment of receipt) and a refund of the amounts paid within a maximum of 30 working days from that notification.

16. Right of withdrawal

Where the seller is a professional, the consumer customer has a period of fifteen (15) working days from the day after receipt of the product to exercise their right of withdrawal, without justification and without any costs other than the direct costs of returning the product. They notify their decision to Koutonou.com by post or by email to contact@koutonou.com, with acknowledgment of receipt, within this period.

The customer must stop using the product and return it, at their own expense, within fifteen (15) working days after their notification. Products must be returned in their original packaging, in perfect condition, accompanied by the invoice; the customer may reasonably try the product to check its conformity, but is liable for any depreciation resulting from handling other than that necessary for this check.

The right of withdrawal does not apply to made-to-measure or personalized products, to foodstuffs, drinks and other goods liable to perish quickly, to goods that cannot be reshipped or risk deteriorating, to goods sealed for hygiene or health protection reasons and unsealed after delivery, to unsealed or downloaded audio or video digital content, to newspapers, periodicals and magazines, or to goods purchased at public auctions.

In case of withdrawal, the price is refunded without delay and at the latest within thirty (30) working days after receipt of the returned product, by the same payment method as that used for the order, at no cost to the customer. Delivery costs are refunded where the withdrawal is due to a delivery delay or a breach by the seller of its obligations. Where the seller is not a professional, the legal right of withdrawal does not apply. The detailed procedure is on the page “Returns and refunds”.

17. Legal guarantees

The seller is liable for lack of conformity existing at delivery. The customer reports the lack of conformity to the seller by registered letter with acknowledgment of receipt within fifteen (15) working days from receipt of the product. Lack of conformity appearing within twenty-four (24) months from delivery is presumed to have existed at the time of delivery, unless proven otherwise (six months for used goods). In case of lack of conformity, the customer chooses, at no cost, between keeping the product and obtaining a partial refund of the price, returning the product and obtaining a refund of the full price, or returning the product and obtaining a conforming product. The claim is time-barred two (2) years after delivery.

The seller also guarantees the product against hidden defects that make it unfit for its intended use, for two (2) years from the discovery of the defect, as well as against eviction. More details on the page “Warranties and defective products”.

18. Complaints

For any complaint, the customer writes to contact@koutonou.com, calls +229 01 98 71 34 34 or writes to the postal address indicated below. Koutonou.com records the complaint, passes it to the seller concerned and follows its handling. Failing an amicable solution, the customer may bring the matter before the competent courts.

19. Personal data

The personal information collected is subject to computer processing intended for order management. In accordance with the law, you have a right of access, rectification and deletion of the data concerning you. To learn more, see our Privacy policy.

20. Governing law and disputes

These terms are governed by Beninese law. In case of dispute, an amicable solution will be sought before any legal action. Failing that, the competent courts of Cotonou will have sole jurisdiction, without prejudice to the mandatory provisions of the law applicable to the consumer.

21. General provisions

If any provision of these terms were declared void or unenforceable, the other provisions would remain in force. Koutonou.com's failure to rely on a breach does not constitute a waiver of its rights. In case of discrepancy between a translation and the French version, the French version prevails. Contracts concluded online are kept for ten (10) years from delivery of the product or provision of the service.

22. Contact

Email: contact@koutonou.com
Phone / WhatsApp: +229 01 98 71 34 34
Address: Lot 85, rue 12.200, Haie Vive, BP001 Cotonou, Benin
Opening hours: Monday to Friday, 8:00 am to 6:00 pm