15 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
Items in the categories below will NOT be eligible for a return based on 'CHANGE OF MIND. This condition stands even when the seal is still intact. This, therefore, means such items can only be returned if you receive a wrong item or item has a quality issue;
Innerwear, spa, swimsuits & Beach wear
Books and Stationery
Pharmaceuticals and drugs
Grocer's Shop/ Fresh foods and other food items
Office and business softwares
Cosmetics, manicure & pedicure and grooming/ facial skincare products (Lotions and creams)
Hair care and hair items
Perfumes, jewelry, health & wellness products, adult toys
Events and Tickets
For missing items, wrong items and damaged products especially broken screens please check with our riders during delivery and return on the spot or report as soon as possible to enable a return.
For any return request please contact our Customer Service via click here and fill the form or click here to create your return.
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.
The process may take up to 7 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.
All items sold on Jumia, under certain conditions, can be returned within a period of 15 days from delivery date.
Example: If I received my product on Monday 5th, I have until next Saturday 19th to contact Customer Service.
NOTE: You have 15 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 15 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.
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.
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"
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 15 days.
Sorry, returns are not possible after the 15 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.
You will have to return your product, within the 15 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.