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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. You can request a return if you have changed your mind about an item AND if it has not been opened except for the following items, for hygiene and security reasons: swimwear, underwear, lingerie, earrings, cosmetics, fragrances, groceries, food supplements, software, tickets, and adult products.

  • 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.

    All card refunds are immediately credited to your Jumia account and you can spend this amount on any shop on Jumia. Please note that you can request a refund back to your card at any time by contacting Jumia via our channels. We will process your request within 48 working hours. Once this is done, It'll take at least 3-5 days more for the refund to reflect in your card statement

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

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