What are the conditions for returning an item/ What types of cover does Jumia offer?
For electronic products above 1500 KES in value
For all other products
Requirement for a valid procedure
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:
We do not allow you to change your mind and return large/bulky items, such as:
- 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
- Earphones, chargers, cables, memory cards, flash/floppy disks, Bluetooth, hard drives, CD/DVD software, vinyl discs.
- Books and other printed/digital media subject to intellectual property (IP) laws
- Perfumes, jewelry, health & wellness products
- Jewellery.
- Beddings.
- Health & Wellness.
- Adult toys
We do not allow you to change your mind and return large/bulky items, such as:
- Desktops & Monitors, Televisions, Home Theatres, Projectors, Professional Video Cameras
- Gas Cooker & Oven, Fridge & Freezers, Washing Machine & Dryer, Dishwashers, Air Conditioner, Heater & Hot water System
- Furniture, Grill & Outdoor Entertainment, Fitness Machines, Musical Instruments, Baby Cots & Strollers
- Tyres & Wheels, Mower & Outdoor Power Tools
How do I return an item/ What happens once I have returned an item?
For any return request please contact our Customer Service Call Center at 0711 011 011 or click here and fill the form.
What happens once I have returned an item?
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.
How much time do I have to return a product to Jumia?
All items sold on Jumia, under certain conditions, can be returned within a period of 7 days from delivery date.
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.
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.
How do I send my product to Jumia?
We will make 3 attempts within 3 working days to pick-up the returning item after you submit the return request.
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 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.
How do I track my return status?
We will keep you updated by email and SMS about the status of your return. For any inquiries contact our Customer Service Call Center at 0711 011 011 or click on the following link and fill the form.
We advise you to check our warranty page here to get more information about our warranty policy.
For any inquiries contact our Customer Service Call Center at 0711 011 011 or click on the following link and fill the form.
For any inquiries contact our Customer Service Call Center at 0711 011 011 or click on the following link and fill the form.
If my returned product is not validated for refund, how do I get informed?
If your return is invalid then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
"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"
"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"
I received something I didn't order. What now?
On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order. In the case you accept it from the delivery agent, you can still return it within 7 days (with seal not broken).
Do I have to return all products in my order?
No, you do not have to return your entire order. You can return certain product(s).
Can I return my items after the timeline to return has expired?
Sorry, returns are not possible after the 7 days return period. For any inquiries contact our Customer Service Call Center at 0711 011 011 or click on the following link and fill the form. If you experience issues after our return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.
What should I do if I want to exchange a product and it is either sold out or not available?
You will have to return your product, within the 7 days after the delivery, and place a new order when it becomes available again. For any inquiries contact our Customer Service Call Center at 0711 011 011 or click on the following link and fill the form.
Do I have to return the free gift when I return a product?
Yes, any free gift must be also be returned.
Do I have to pay for shipping charges when I return a product?
There are no charges for shipping a product back to Jumia.
What is the "Shipped from Overseas" return policy?
For items flagged as “Shipped from Overseas”, returns are only accepted for the below reasons:
| Reason | Description |
| 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
What if I have a missing item in my package?
We will only be liable if the missing item is reported on the spot. Please ensure to countercheck during pickup/delivery to confirm if all the mentioned items (What's in the box) have been delivered.
