- Jumia Guarantee is our promise that all products purchased on Jumia are authentic and original.
- Electronic items have a free 3-month protection (from date of delivery), subject to terms and conditions -click here for more details.
For all other products
- 7 day free returns policy, subject to Terms and conditions.
Requirement for a valid procedure
- Proof of purchase – the document handed over to you together with the product, on delivery.
- 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
Valid Return Reasons
We accept returns for a variety of reasons. Depending on the product category or use, there may be specific restrictions to returning an item, as follows:
|Reasons For Return||Expected Item Condition|
|Unused (in new condition)?||Sealed (with intact packaging)?||Complete (incl. free gifts, accessories, original packaging)||Not damaged (intact, no scratches)?||Tags & labels attached?|
|I received the wrong product (different model, brand or different features - color, specs, material, size)||YES||YES||YES||YES||YES|
|I received a damaged product||YES||Not necessary||YES||Not necessary||YES|
|I received a defective product||Not necessary||Not necessary||YES||YES||YES|
|I received a product with missing parts or accessories||YES||Not necessary||Not necessary||YES||YES|
|The product does not fit (applicable to fashion items only)||YES||Not necessary||YES||YES||YES|
|I don’t want the product anymore (change of mind)||YES||YES||YES||YES||YES|
Please Note:We do not accept returns for items below. For such purchases, please inspect the item carefully upon delivery and if necessary reject it on the spot:
- Innerwear, swimsuits, gym wear, sleep wear, beddings
- Perfumes, jewelry, health & wellness products, adult toys
- Products shipped from overseas
What happens once I have returned an item?
- We will perform a careful quality check.
- If the claim is valid we will refund you according to your requested refund method.
- In most cases the process will take no longer than 7 days, but in some cases it may take up to 14 days from when your return request was submitted.
- If the claim is invalid the item will be sent back to you.
- We keep track of all return requests and use the data to improve our product quality and service, as well as for customer profiling. Customers with unjustified/invalid returns may be denied the right to return items, place pay-on-delivery orders or even shop in Jumia in the future.
Example: If I received my product on Monday 5th, I have until next Sunday 12th to contact Customer Service.
NOTE: You have 7 days to notify us of your return by calling Customer Service, from the day you received your purchase.
For defective items, note that you have 7 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty. Click Here to know more about warranties.
Note that for dropping an item off at any pickup station, we will make 3 attempts in 3 days. You will be contacted to ensure you drop off within the 3 days.
However, after 3 pick-up attempts, we will cancel the return procedure and you will not be able to return your product to us anymore.
Please ensure that the package of the returning item is in good condition for the return; any package found to be damaged will be rejected by the rider during collection or sent back after quality check is done.
"Note that we will make two (2) attempts to return the product to you at no cost. However after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection. If you do not collect the product within these seven (7) days it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law"
For items flagged as “Shipped from Overseas”, returns are only accepted for the below reasons:
|Defective Item||Item is damaged upon delivery or not according to manufacturer’s specification|
|Wrong Item||If you received an item different from what you ordered.|
For example, we do not accept returns if size does not fit, or if client dislike the product (color, material, style). We encourage you to carefully check full description of the items and confirm it will meet all your expectations before placing your order.
For more details about products shipped from overseas, click HERE