Jumia returns and refunds in Ghana

Jumia returns and refunds in Ghana

I received something I didn't order, What now?

Please always if possible on your side, verify the item delivered when given by the delivery agent. And reject if not matching your order. In case you accepted it from the delivery agent, you can still return within 7 days (see information about the return policy). 

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How can I return my product?


Step 1: Log your return request

Call our customer care at 0302740630 or customer-service@jumia.com.gh to create your return.

Step 2: Pack your product
  • Pack your product according to the return conditions.
  • Include all tags, accessories or free gifts you received

Step 3: Return your product
  • If you requested a pickup, we will contact you to arrange a pickup time.
  • If you selected a drop-off: Please drop your package at the chosen place following the given instructions (no shipping charges will apply). 


What products can I return?

All products sold on Jumia.com.gh can be returned for free! Only custom made products and international deliveries cannot be returned.



What are the conditions for my return?

Products can be returned only during the 7 days following the delivery, with the below conditions:

Condition A:

If the product is not as you expected or not as advertised. or if you don’t want the product anymore. Then the product must be returned unused, in its original packaging and with all seals & tags intact

Condition B:

If the product is damaged at arrival, defective at arrival or counterfeit; or

If your fashion product is of the wrong size. Then the product must be returned in its original packaging. All accessories, tags and free gifts must also be returned.


Do not forget the amazing deals at Jumia:

Do I have to return all the products in my order?

No, you do not have to return your whole order. You can return a certain product(s).


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. Please do not hesitate to contact our Customer Service Call Center at 0302740630 or customer-service@jumia.com.gh, who will offer the closest available substitute for the product to you. 


I have requested for my product to be returned. What happens now?

For returns within Accra and Tema, once your return is accepted, we’ll schedule it for it to be picked up from your address.

Requests received before 10am will be picked up on the same day or the next business day.

Requests received after 2pm will be picked up on the following two next business days.

For returns outside these areas, you will have to drop off the item at one of the service centers of our logistics partner. We will send you a tracking number via SMS after the pickup has been arranged. We will immediately initiate your refund when we have received your package and it has passed our Quality Evaluation.

Once your item has been retrieved, expect an overall duration of 10 days to receive your refund, if the return is matching the returns conditions.




How can I track my return?

If you requested a pick-up, we will send you a tracking number by SMS after the pickup has been arranged. You can then follow your return by entering the tracking number at https://tracking.Jumia.com.gh/package/tracking. Please don't hesitate to get in touch with our Customer Service Team at 0302740630 or customer-service@jumia.com.gh, if any issues.



Do I have to pay for shipping charges when I return a product?


There are no charges for shipping a product back to Jumia. 



How long do I have to initiate my return?


You can initiate your return within 7 days of delivery. For example: If you received your order on the 5th, then have until the 12th to request a return. 



Do I have to return the free gift when I return a product?

Yes, any free gift must also be returned. 


What happens when my returned product is received back at Jumia’s Warehouse?

Once your product is received we carry out the checks necessary to ensure that the returned item fulfills the required conditions. Once your item has been retrieved, expect an overall duration of 10 days to receive your refund, if the return is matching the returns conditions.

When can I get a refund?

You can request a refund if:
  1. You cancelled a prepaid order
  2. You rejected a prepaid order
  3. You returned an order within Jumia’s 7-day return policy

How will I get my refund?


Refunds are done using the same method of payment as the one done during the payment.



How long would it take to get my refund?

Once your item has been retrieved, expect an overall duration of 10 days to receive your refund, provided the return is matching the returns conditions.

Do I also get refunded the shipping charge when returning a product?

Yes, the refunded amount would also include the shipping amount you were charged. 



What if my returned item is not cleared for a refund?

If your return is not cleared for a refund, 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.

Please note that we will make 3 attempts to return the product to you. However, after this, we will cancel the return procedure and will keep the product with us for a maximum of 60 days.

Can I return my items after the timeline to return has expired?

Sorry, returns are not possible after the 7 days return period. You can reach our team for further questions at customer-service@jumia.com.gh.

If you experience issues after Jumia’s return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service centre of the brand.




I haven’t received my card refund reversal yet. What do I do?

Please rest assured that your card will be credited within 10 to 12 working days after the acceptance of your return. If this is not the case, don't hesitate to contact our Customer Service Call Center at 0302740630 or customer-service@jumia.com.gh 



I haven’t received my refund amount in my bank account yet. What do I do?

Please rest assured that your bank account will be credited within 6 to 8 working days after the acceptance of your return. If this is not the case, don't hesitate to contact our Customer Service Call Center at 0302740630 or customer-service@jumia.com.gh.



If you have questions do comment at the comment section below and do not forget to share!
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Wonder Lorlornyo

Posted by Wonder Lorlornyo

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8 Comments

  1. Jimmy-Kanje11/25/2019

    Am Jimmy-Kanje from KFC Dansoman and uptill now you call to pick up the refund and no one show up or you can call me +233248015718

    ReplyDelete
  2. Wonder Lorlornyo11/27/2019

    Hello, thanks for your comment, but your message is not all that clear, if you can come again I would be very happy

    ReplyDelete
  3. Unknown12/13/2019

    If I received an item on Friday evening and upon checking I realise that certain accessories are not in the package. What are my suppose to do? And if i take the option of returning the item, are weekends included in the 7 day return policy or the 7day means 7 business day?

    ReplyDelete
    Replies
    1. Wonder Lorlornyo12/13/2019

      Sorry for that experience, I would first advice that anytime you want to buy something online please read the product description, features and specifications very well .

      Buying and selling on itself is a contract, and it is done by sample and description. So if the product you receive does not conform to the sample and description, then you may return. You must also be noted that, some products and items are not returnable.

      If you realize that there is a fault on the product at delivery(you must check the product for defects before receiving it) please do not receive it.

      But if the faults are detected later, you can still return it if the time does not elapse. Seven working days, Jumia does not work on weekends

      Delete
  4. Unknown5/14/2020

    Please I bought a product named camon 15 for a brother at bogoso western region via jumia app on my fone.He received the products on 6th may 2020 and returned it the next day 7th may 2020.But he went to the bogoso post office and signed a returned policy forms.Later on(8th may 2020) I saw a returned policy on my jumia app and I did send the product via the app.Meanwhile he has send the product.
    Checking on the status of the product on the jumia app,it says the" api is Return".He has done a follow up and was told they have pick up the item.About 7 days now ,we have not gotting any information whether jumia has received it or not.calling customer care centre too no one is picking or attending to me.Am confuse and I feel so regret

    ReplyDelete
  5. Wonder Lorlornyo5/15/2020

    Sorry for the inconvenience, kindly contact Jumia Customer Service via email: customer-service@jumia.com.gh
    Thanks

    ReplyDelete
  6. Unknown11/15/2020

    Hello,please I ordered an electric appliance from Jumia which was delivered 2 days ago,I just unwrapped it and I realized it is cracked.Can I return it without the form that was attached to the product? Honestly I only saw a form with my name and contact address plus product description and no return form please.I can’t find that paper

    ReplyDelete
    Replies
    1. Wonder Lorlornyo11/21/2020

      I am sorry to have replied to this comment late, please contact Jumia in your country through their social media handles and they will attend to you!

      Delete