returns & refunds
Returning an Item
You can initiate a return within 15 days after delivery / collection for Eligible reasons or Change of mind:
  • Eligible reasons - wrong, damaged, defective, incomplete, wrong-size, and counterfeit items can be returned (Ensure items are reported within the shortest time possible to facilitate an easy return process).
  • "Change of mind"- You can return items if you change your mind but refunds will only be processed if the package seal is still intact and if the product is in no way tampered with.

  • When returning an item, Ensure all seals, tags and accessories are left intact and item is in its original packaging.
  • If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid.
  • Events and Tickets are not eligible for return.

  • Get your refund faster when you drop off your return at the nearest Jumia dropoff station.

    Orders delivered through Kenya Postal Service (only available for Jumia Global items, clearly indicated at checkout when selected delivery method) will not be eligible for return for change of mind.

    Find below the list of product categories that cannot be returned because of change of mind:
    No Change of Mind
    category I changed my mind
    Grocery & Supermarket
    Books & Stationery
    Lingerie, Intimates, Underwear & Nightwear
    Drugs & Nutrition Supplements
    Hygeine & Personal Care Products
    Feet & Nail Care
    Manicure & Pedicure Sets
    Hair Care Products
    Makeup & Skincare Products
    Games, Office & Business Software
    Wedding Hair & Accessories
    Frequently Asked Questions
    All Questions