Before returning an item, please check our Jumia Return conditions, stated in the questions below, to make sure your item is eligible for return.
Under certain conditions; and in accordance with the Egyptian Consumer Protection law: item(s) received from Jumia can be returned within 14 days if defective, wrong, not matching the description on website or missing parts.
If your return meets all the requirements, your returns can be initiated via our Online Returns Form.
Returns are easy. Simply follow the 7 steps stated below:
You can connect on our website and fill in our Online Return form. Simply Login and go to "My Orders", and open the last order by clicking on “Order details”. If you product is eligible to a return, you will see a button “Return Product”. Click on it to start the return process.
Don't forget to fill the paper return form and pack it with your product to return.
Having trouble completing the Online Return form? Click Here to access our step by step guide on Online Returns. Or, you can contact Customer Service at 19586 or [email protected].
All items sold on Jumia, under certain conditions, can be returned within a period of 14 days from delivery date.
Example: If I receive my product on Monday 5th, I have until next Sunday 19th to submit a return request.
NOTE: You have 14 days -from the day you received your purchase- to notify us that you wish to return an item, during the first week of which you can submit the request to return an item or more online, while after you can only submit it by calling Customer Service.
We do not accept returns past 14 days of delivery. If you face this situation, we advise you to contact the manufacturer if the product has a warranty. Click Here to know more about warranties.
Requirement for a valid procedure
- Proof of purchase (order number, invoice, etc)
- Reason for return has to be valid and return acceptance conditions met (check out below)
- Return method
- Refund method that you would like and the necessary information associated (bank account number, etc.)
- Return form returned with the product
Should there be any item damaged due to our transportation, please contact our customer service within 24 hours for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.
Once your product is retrieved we will perform a quality check.
If the quality check is successful, we will refund you according to your requested refund method. This will happen within 10 days starting from when your return request was submitted.
Note that if the quality check is unsuccessful, you will not be refunded and will be sent back your product.
Conditions and reasons to return an item
You may want to return your item due to any of the following reasons:
x : Not Required | ✓: Required
|Reasons for return||YOUR RETURN MUST BE :|
|New condition||Sealed condition||Complete (free gifts, accessories, original packaging)||Not damaged||Tags & labels attached|
|Delivery - Wrong Product||✓||✓
Product sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information provided on the box / packaging only
|Quality - Damaged Product||x||x||✓||x||✓|
|Quality - Defective||x||x||✓||✓||✓|
|Quality - Product Condition||✓||✓||✓||✓||✓|
|Delivery - Parts Missing||✓||x||x||✓||✓|
|Website - Incorrect Content||✓||✓||✓||✓||✓|
Product - Does Not Fit - item not fitted e.g item delivered does not fit the customer
(Not applicable to some fashion items,check return policy on product page)
|Customer - Change of Mind
(Not applicable to some product categories, check return policy on product page)
|Not As Expected||✓||✓||✓||✓||✓|
Please see table below to know the reasons you can return an item for various categories
x : Not Required | ✓: Required
|Category||Customer Changed Mind||Wrong Item||Damaged Item|
|2. Beauty & Cosmetics||x||✓||x|
|4. Underwears, Swimwears||x||✓||x|
|6. Mobile Phones||✓||✓||✓|
|9. CD, Vinyls, DVD, Softwares||x||✓||✓|
|11. Consumables (Food)||x||✓||✓|
|12. Large Bulky Items||x||✓||✓|
Important note: All the below items cannot be returned if you change your mind. However, all can be returned if a wrong item was delivered, dead on arrival or damaged.
|Product Category||Large bulky items|
|Desktops & Monitors||Gas Cooker & Oven|
|Fitness Machines||Baby Cots & Strollers|
|Professional Video Cameras||Grill & Outdoor Entertainment|
|Home Theatre||Washing Machine & Dryer|
|Musical Instruments||Air Conditioner, Heater & Hotwater System|
|Tyres & Wheels||Gas Cooker & Oven|
|Mower & Outdoor Power Tools||Fridge & Freezers|
We will arrange a pick-up at your your convenience within 3 days after you submit the return request.
Note that for pick-up, we will make 2 scheduled attempts with 5 days. However, after 2 unsuccessful pick-up attempts, we will consider that you no longer wish to return the product, and the return request will be cancelled.
We will keep you updated by email and SMS about the status of your return. If any question please do not hesitate to call our customer service at 19586 or [email protected].
For items flagged as “Shipped from Overseas”, returns are only accepted for the below reasons:
|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.|