You will receive an email alert informing you of the availability of your items at your vendor depot.
Your returned products will be available at your VDO for 7 days. After this period, they will be transferred to our warehouse, where they will be available for collection for a further 14 days.
Sellers, don’t worry, if you receive a damaged return, you can get compensation and still keep your item.
Basic directives.
A claim must be raised within two business days starting from the date of the returned product (if the seller is allocated to a pick-up module, drop-off station, and Jumia warehouse). Any claim submitted after the specified period will be rejected.
Make sure to attach supporting documents (pictures or videos from the JUMIA returns area in the drop-off station or Jumia warehouse) to the submitted claim.
You should not leave the rejected packages at the center.
All claims will be reviewed within 24- 48 business days.
Any package left at the center will be confiscated.
Raising an invalid claim will affect the eligibility to raise any claims in the future.
Discover the refund level for your returns:
• Level 1:
Damaged packaging but item in good condition = 10% compensation.
• Level 2:
Slightly damaged item (slightly dented, scratched, etc.) = 20% compensation
The item is damaged but can be repaired, = 50% compensation
• Level 3:
Missing item = 100%
Defective / Seriously damaged item = 100%
However, customers are not allowed to return products from specific categories as per the CPA:
– Innerwear, swimsuits, gym wear, sleepwear
– Perfumes, jewelry, health & wellness products
– Products shipped from overseas
If the customer returns an item because he changed his mind, the product must be returned in its original condition.
Example: For mobiles, the item must be sealed in its original condition so you can sell it once again to a new customer. If the item was returned unsealed, then JUMIA will not accept the item and return it to the customer.
In which situation can you “raise a claim” about returns?
Your products can be rejected during quality check if the customer refuses to receive the product or if the delivery fails. In these cases, your products enter the “return to vendor” process
In some cases (defective product, wrong product, wrong model, damaged factory packaging, etc), you can refuse the rejection reasons and raise a claim.
How do I file a complaint?
Connect to Vendor Center, and click on “Raise a Claim”.
Finally, attach the photo/video taken at the returns center (drop off station/ central returns hub) as proof of the return claim, and file the claim.
Tips to avoid returns.
To maximize customer satisfaction, Jumia accepts product returns in the following cases:
– The product is not the one ordered
– The product is defective
In addition, Jumia has a legal obligation to offer the customer a 14-30 day withdrawal period during which he has the right to change his mind without having to justify himself.
