The Jumia order is at your doorstep, and you are excited to reunite with your long waited product so you hurriedly open the package, however, you then realize there’s a problem. Maybe the product is incorrect or broken, or maybe you’re just not happy with it. Whatever the reason, now it’s time to do a return that item back to Jumia for a refund or exchange. Jumia has a return and refund process for particular items and you can let the Jumia Agent pick up the return-item at your doorstep or take it personally to their offices. In this guide, we’ll show you everything you need to know to make Jumia returns and get a refund as soon as possible.
Contents
Jumia’s Return and Refund Policy
- Items can be returned within a period of 15 days from the delivery date for Jumia mall and 7 days from the delivery date for Jumia Express and Jumia Global.
- The item that you are hoping to return must be in good condition just like you received it. For gadgets and phones, you can only get a refund if the seal is not broken. And also, if you created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid.
- You can request a return if you have changed your mind about an item and if the item is defective, damaged, or counterfeit. Click here to see items that can be returned.
- You need to have Proof of purchase (order number, invoice, etc.)
- Items should be returned in original packaging – the manufacturer’s packaging.
- You do not get to keep the free promotional items or gifts or accessories delivered with the purchased item.
How to Request for a Return on Jumia
1. Sign in to your Jumia account.
2. Navigate the Orders section on the left menu pane.
3. Tap on “See Details” next to the item that you would like to return.
4. Click on “Request a Return” from the list of displayed options.
5. The Return Request form will load, fill out the form and also attach the reason for returning the product then tap Next.
6. Select your refund payment method. You can choose Refund Voucher, MTN mobile money, bank, and JPAY account.
7. Choose how you would like to send back the item; you can drop off the item yourself or a Jumia agent can pick it up at your doorstep.
8. Check your information and submit your return request.
What Now?
Once Jumia receives the returned item, they will inspect it and proceed with the refund process. The refund process begins after the evaluation of the returned product is complete which may take up to 7 days for Kampala and the outside of Kampala from the day you submitted your return request. You will receive an email notification once the return examination is completed.
Of course, now that the examination process is complete and you are eligible for a refund, you could be wondering when will the money pop up on your account. Well, the time to get reimbursed after the examination is done depends on the selected payment method. Refund vouchers take between 24-48 hours. If you selected another payment method, patiently wait for the refund or contact Jumia customer care to let you know when the refund will be reimbursed.
Every time you make a request, expect to receive YES or NO as your answer. This concludes that sometimes the returns will be validated or invalidated. If your return is invalid, Jumia will call you to explain the issue and arrange delivery of the item back to you. However, after 2 failed return attempts, the return procedure will be canceled and Jumia will keep the item for 60 days at their warehouses where you are expected to pick it up.