At Jumia, we are committed to deliver to you the very best online shopping experience. However, in case we sent you the wrong item, or the item is faulty, or even if you changed your mind, Jumia will be happy to accept returns, provided that items returned are :
In the original packaging,
Sealed (except for faulty items),
Unused (except for faulty items) and complete (no missing components)
Sent back with the stamped invoice attached.
Please note that if the item returned does not match these conditions, it will be rejected and will be shipped back to you. Ensure you fill the returns form. Download here. Kindly insert this form in your package as this will aid us in responding to your queries faster.
If your items match these conditions, you will be able to arrange for a pick up with any delivery provider of your choice.
Please note that free pick-ups will only apply in the following situations:
If the goods delivered are damaged
If incorrect goods have been delivered
Otherwise, in case you change your mind about an order, you will have to pay the delivery fee of sending back the good.Please call our customer service on 0723 705 866 or 0734 898 944 and they will walk you though the process of shipping to us back the items you want to return. Kindly note that items that have been returned without calling our customer service will be shipped back to customer.
1) What if I was sent the wrong item?
Oops! This is our mistake and we apologize. Please report to us the problem as soon as possible within a 7 day period, and we will make sure that you get the item originally ordered.
2) What if my item is faulty?
Please call Jumia’s customer service and return to us the defect item within 7 days. We will replace it with a new item within 5 business days after reception of the faulty item.
Please note that if the item broke after it was first used, Jumia’s liability is not engaged; you should therefore refer to the manufacturer. Trouble finding manufacturer’s neareast representative? Just call our customer service and we will help you reach them!
3) What if I changed my mind?
You can proceed to have an exchange with another product sold on Jumia.co.ke, or get a refund (store voucher or bank transfer). Customers asking for an exchange must ship back the original item in order to receive the replacement order.Please note that, you will need to pay for the delivery fee of sending back the good.
1) In any case, items must be returned within 7 days from delivery date.
2) Items non eligible for return are:
Electronic memory devices (ex: USB, memory card, etc)
Underwear, swimsuits and lingerie
Perfumes and cosmetics
Personal care items
The refund will not exceed 15 days once we have received and approved all the documents/ items required for the refund process to begin. Please find the confirmation list below:
Confirm that you have contacted customer service on [email protected] or phone 0723 705 866 or 0734 898 944 to inform them of the return.
Customer service will advice you on the shippment back with Aramex.
Confirm that you have completed a return form downloaded from here.
Confirm that the item to be returned is in the original packaging, and is sealed (except for faulty tems).
Confirm that all components are attached ( no missing item).
4) What if I dont get a return approval?
All returns are subject to inspection and approval by Jumia Quality Control. Returns that do not pass our Quality checks will be rejected and the shipment costs will not be refunded to the customer.
5) What if I already paid for the order?
If you have already paid for the order by Cash or Credit card, we will refund the full cost of it by transferring the entire amount to your account.
For mobile money payments via Airtel money, Yu Cash or M-pesa, we will refund the full cost of the order less the cost of the transaction charged by your mobile service provider.
Thank you for shopping at Jumia.co.ke, your satisfaction is our goal. Should you have any issues with the above, please contact us at [email protected] or call us on 0723 705 866 or 0734 898 944