Jumia is one of the most prominent online retailers this of the Sahara offering great value. If there is one area where most online stores frequently fall short of traditional brick-and-mortar shops – handling returns and exchanges.
For those who have used such services, it comes as no surprise that you could end up receiving a product which is of lower quality than advertised or missing some accessories. For some online stores, do not expect your 100% refund payment that you initially made. In most cases, this includes a handling fee and the cost of the courier will be deducted from the amount you are credited but for Jumia this is completely free.
The return requirements for Jumia products include;
- Proof of purchase (order number, invoice, etc.)
- The reason for the return must be in accordance with the terms of acceptance of returns (please see terms in the table below)
- Original packaging – the manufacturer packaging
- Any free promotional items – gifts or accessories delivered with the purchased item
- Valid return reason – please refer to the section below for the details
Once returned, Juma will check the product to be returned. If it is found that there are no damages resulting from misuse, the value of the product will be refunded in the manner suitable for you.
Jumia will refund within a maximum period of 5-7 days after the competent team receives the returned product . If during the inspection process it is found that the product to be returned is free of the reason stated in your request, the value will not be refunded and the product will be returned to you.
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Returning your Jumia item is a 5-step process as described below;
1.Initiate a return by clicking here and go to ORDERS then click on the order of the item(s) you wish to return
2. Select the number of items you wish to return, the reason of the return and give Jumia more details to help them identify the issue with the product
3. Select your preferred refund method. The refund process begins after Jumia has completed evaluating your returned product. From the day you submitted your return request. This quality evaluation process may take up to 7 days for Kampala and outside of Kampala. They will send you an email notification once return examination is completed.
To process your refund more quickly, customers have the option to request a refund via Jumia Refund Voucher. Jumia Refund Voucher is a return mechanism worth equally to the value of the product you ordered. It is valid for 180 days you need to use your voucher during this period. You can also request Jumia to refund you via mobile money.
4. Choose your ideal return process: Return the item yourself to one of our eligible drop-off stations or let us handle it by picking-up the item from you. Place the item(s) in their original packaging with all accessories and drop off your item(s) or schedule a pick-up with one of our agent
5. Check your information and submit your return request. Once Jumia receives your returned item, they will inspect it and process your refund within 7 business days via voucher or MTN mobile money depending on your selected option.
Have you returned an item you bought on Jumia before? Share with us your experience in the comment section below.
