If you’re not satisfied with your purchase, Jumia makes it easy for you to return your items and receive a refund. To create a return, simply follow these easy steps.

All items must be in their original condition and packaging to be eligible for a return. Don’t forget to keep your invoice with you.

1. Return policy guidelines

• You can initiate a return within 7 days (in some countries it’s 14 days instead of 7 days) for ALL eligible items if you receive a wrong, damaged, defective, or counterfeit item.
• When returning an item, keep all seals, tags, accessories intactand ensure the item is in its original packaging.
• Remove any passwords from devices being returned, otherwise the return will be invalid.
• You can request a return if you have changed your mind about an item, but some items (e.g. swimwear, underwear, cosmetics, food supplements) cannot be returned for hygiene and security reasons.

Please note that items must meet Jumia’s return policy guidelines to be eligible for a refund. Jumia is committed to accepting returned products in line with applicable consumer protection legislation and guidelines.

2. INITIATE YOUR RETURN:

Step 1: Log in to your Jumia account and click on “ORDERS”.

Step 2: Choose the item you want to return and Click on “See Details”.

Step 3: Proceed to click on “request a return“.

Step 4: Select the quantity and return reason. Give more details to help us understand the issue and proceed to click on “Next”.

Step 5:  On the return method page, proceed to click on “Next”

Step 6: Ensure you choose the closest city to your address, tick the PUS of your choice and click on  “Select Station” .

Step 7: Select your refund method.

Step 8: Review your information and submit your return request.

3. Refund and Return Timelines 

All you need to know about our returns and refunds timelines can be seen below:

For returns, business days are Monday to Friday (in some countries, it’s working on Saturday as well) and do not include public holidays.

3.1 Return Drop Off Timeline:

The time starts from the day you request a return and drop your returns at one of our pick-up stations. You can create a return online.

Once the return is created, please ensure you drop off your item(s) promptly. If the package is not dropped off within 3 business days of creating the return request, it will be canceled.

(Below table you can see the Return and Refund Timeline)

Tiers	Return Drop-Off	Refund Timeline
Tier 1 Lagos	Drop-off completed within: 1~3 Business Days	Refund processed within: 4~7 Business Days
Tier 2 Abeokuta, Ibadan		Refund processed within: 4~7 Business Days
Tier 3 Abuja, Akure, Benin, Ilorin, Port Harcourt		Refund processed within: 5~7 Business Days
Tier 4 Other Cities		Refund processed within: 6~12 Business Days

3.2 Refund Timeline:

The refund time starts from the day the item is validated that it has been received at the pickup station to the day the refund process is completed.
Note: If the reason for returning an item cannot be validated, such item will be redelivered to you and a refund will not be processed.

If your return request is validated, Jumia will proceed with the refund. Note: It may take 3 to 10 business days for your bank to process and credit the funds back to your account once the refund is completed by Jumia.

• For Paystack, the refund narration will be Paystack- Jumia Refunded.
• For Bank transfers, the refund narration will be JumiaPay/MNFY.
• For Mobile Money, the refund narration will reflect the specific payment instrument utilized.

– If you used Jumia store credit to pay, the refund will be credited to your Jumia account as store credit within 24 hours.

– If you used Voucher to pay, the refund voucher will be processed within 24 hours and sent to your email.

4. Counterfeit/Infringing Order Returns

Counterfeit/infringing orders are also subject to the platform’s return policy. If a product is verified as counterfeit/infringing by after-sales QC personnel, the platform will impose a $200 USD fine on the seller.

• Buyer Returns: If a buyer applies for a return within the platform’s stipulated timeframe based on counterfeiting/infringement, and the returned goods are verified as counterfeit/infringing by warehouse QC personnel, they will be processed according to the platform’s anti-counterfeiting policy and will not be returned to the seller.
• Compliance Requirements: All policies regarding no-reason returns, anti-counterfeiting, return determination, and penalties must be fully complied with. Returns involving infringement will not be included in normal return settlements.

For more details on counterfeiting/infringement, please refer to the Anti-counterfeiting and Infringement Prevention and Violation Penalties section.