Returns Process
LOG A RETURN
You can return all eligible item(s) within 7 days. Click here to see Frequently asked Questions.
PREPARE THE ITEM
Place the item in its original packaging, including any accessories, tags, labels or freebies, otherwise, your return will be invalid.
REQUEST A PICK UP
Once we receive your request, we will make two collection attempts to retrieve the item(s).
REFUND PROCESSED
Once we receive your returned item, we will inspect it and process your refund.
Criteria to return
Criteria to return an item:
Return must be logged within 14 days of the item being delivered
The item is in a re-sellable condition
The item being returned qualifies for return
The item is in its original packaging, with labels attached
The only non returnable items that we will accept are:
Defective Product or
Incorrect Product delivered, provided that it is in it's original packaging with all labels
attached.
Non-returnable Products include, but are not limited to:
Cosmetics and fragrances
Underwear
Swimwear
Earrings for pierced ear
Adult Shop items
All other Products marked with a disclaimer - This item does not qualify for
return according to our Returns Policy.
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What can I return?
You can initiate a return up to 7 days after delivery if:
- You receive a wrong, damaged, defective or counterfeit item
- You change your mind, with the exception of underwear, adult toys, perfumes, cosmetics, hair extensions and jewellery.
When returning an item, ensure all seals, tags and accessories are left intact and item is in it's 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.
How do I return an item?
Complete your return request on our
contact form or call us on 0861007701
Please note returns incur a R59 return fee. Alternatively you can ship the items back to our warehouse.
How long will it take to return an item and get my refund?
It will take between 4 - 8 days for the items to get delivered to the Jumia Warehouse.
Once the returns have reached our warehouse, each of the items in your return will be inspected before the return is processed and the refund or store credit initiated.
Store credits will be sent immediately via email and cash refunds can take up to 7 working days to reflect depending on method of refund and banking institutions.
Once I initiate a return, what happens next?
If the package was delivered to you and you requested for a pick-up, our delivery agent will call you to schedule collection. There will be 2 collection attempts made to retrieve the item(s) in 3 business days.
How do I track my return status?
We will keep you updated by email and SMS about the status of your return.
If you have any question please complete the customer contact form
here.
Why was my item redelivered to me instead of a refund?
Returned items will be redelivered to you if we cannot verify your reason for returning it. For example, a microwave returned for not powering-on will be tested extensively and if the claims are right, a refund will be processed, but if during the test, it powers-on, the item will be redelivered to you.
