1. When you may be eligible
You may be eligible for a refund or replacement if:
- Your paid order could not be fulfilled by our supplier.
- The delivered product is missing, invalid or does not match its description.
- You were charged more than once for the same order.
2. When refunds are not available
- You changed your mind after the product was delivered and revealed.
- Issues caused by your own actions, such as changing settings against product instructions or breaching platform rules.
- Restrictions applied later by a third-party platform beyond our control, unless stated otherwise on the product page.
- Problems reported after the reporting window below.
3. Reporting window
Report any problem within 24 hours of delivery unless the product page states a different window. Prompt reports let us raise the issue with our supplier while it can still be verified.
4. How to request
Open the order in your account and contact support, including the order reference, a clear description and any relevant screenshots. Never share your password publicly.
5. Review and outcome
We review each request with our supplier. Depending on the case we may offer a replacement, a partial refund or a full refund. Approved refunds for direct payments are returned to the original payment method, while orders paid from your balance are refunded to your balance; processing time depends on your payment provider.
6. Account balance deposits
Money deposited into your Profilefetch balance is not refundable outside the platform. It cannot be withdrawn or returned to your bank, card or mobile money account, and can only be used to purchase products on Profilefetch.
When an order paid from your balance is refunded, the amount goes back to your Profilefetch balance. This does not affect any mandatory rights you have under the law of your country.
7. Customers outside Ghana
Refunds are calculated in Ghana Cedi (GHS), the currency your order was charged in. If you viewed prices in another currency, the amount you receive back may differ slightly because of exchange rates and fees set by your bank or provider, which we do not control.
8. Chargebacks
Please contact us before disputing a payment. Unjustified chargebacks may lead to account suspension.