banner
return product

How to return a product?


If your item is eligible, you can request a return through your account ("My Orders" section) HERE

Note that you have up to 15 days for eligible items to make a return request after your order has been delivered

Not all products can be returned on JUMIA, so please review the JUMIA RETURN POLICY below in order to verify if your item matches our eligibility conditions.

return delay

What is the return delay on Jumia?


Almost all JUMIA products can be return 7 or 15 days (Official Stores only) after delivery. ie: If I were delivered the 5th, I can return my product up to the 12th or latest 20 if the item is from an official brand.

NB:
- You have up to 7 days to submit a return request or 15 days for Official Stores items.
- If that delay is overdued, therefore you won't be able anymore to request a return from JUMIA.
*However, if your item has a guarantee you might submit it to your seller's service centre.

What are the prerequisites and procedures to return a product?


Prerequisites for an eligible return request:

  • - The product is not from the following categories: underwears, health and beauty products, IP or TV suscribtions, food, ...
  • - The product and its package are in good state (not broken or spotted)
  • - The product should be deposited to the chosen drop-off station (following your online return request)
  • - The product state should match your return reason
  • - The preferred refund method and additional details must be provided along with the request

Every returned item will be verified by our team
- If your return reason is verified and approved, you'll be refunded as per your preferred refund method.
- If your return reason is not approved, you won't be refunded and the item will be turned back to you.

Conditions & return reasons:

You can return your products following the below reasons:
x : Non-required condition | ✓: Required condition

return conditions
refund

When the return is valid, how I am being reimbursed?

As soon as our quality check team have verified your return and it is valid, you can be refunded in 48 hours.

In the event you have selected "Voucher" or "Coupon code" as refund method, you will receive a coupon code through email or SMS and it will also be available HERE among your Jumia Credits in your account.

Then, as soon as you have it copied, you can used your voucher at the checkout level as per indications HERE

NB
- You cannot use more than 1 coupon code per order and a single coupon code cannot be used by two different users.
- We would highly recommend you to select Jumia Pay as refund method for a secured and effortless experience

voucher

How to use my voucher?

In the event you have selected "Voucher" or "Coupon code" as refund method, you will receive a coupon code through email or SMS and it will also be available HERE among your Jumia Credits in your account.

Then, as soon as you have it copied, you can used your voucher at the checkout level as per indications HERE

NB
- You cannot use more than 1 coupon code per order and a single coupon code cannot be used by two different users.

When the return is not valid, how I am being informed?

If your return is rejected, JUMIA will contact you and provide you with the rejection reason along with the item's return shipment status.

My item was discounted thanks to a Promo or a Coupon Code... What will be reimbursed?

For the promo items note that you'll always be reimbursed what you paid only.
ie: If you ordered a promo product at GH¢200 while his original price was GH¢400, you'll be reimbursed the GH¢200 you paid.
For the coupon codes, accordingly with the circumstance you'll either be reimbursed the full product value (discount + paid price) or only what you paid.
ie: refund vouchers will aways be fully reimbursed while promo code might not be.

Thanks for visiting this page and be informed that you can get more information about our return and refund delays HERE


drop off delay

Product drop off delay

As soon as your online return request has been submited, you have up to 8 days to drop your item at the pickup station that would be indicated while submitting your return request.

Nonetheless, in some circumtances you might be eligible for a pick up at your delivery address; but that implies some prerequisites and instructions:
  - You shall be informed about your eligibility for return pickup when submitting your request
  - Our pickup service will do not more than 3 pick up attempts (you have to make sure you're available on call and in an accessible zone)
  - Your item might not be accepted if at first glance it is in a used/defective condition
  - No additional fee shall be required by Jumia for your return to be processed

7 days drop off delay

Refund Delay

All refunds procedures are being addressed in 5 - 10 days.

Note:
The refund delay goes from the day you register your online return request till the day you're reimbursed.
Therefore, in order to ensure a quick issue resolution and quick refund processing you'll be expected to quickly proceed to your item deposit when required.
Also, you will be informed at every step of your return process till you are refunded.

USUALLY REFUNDED IN