How to Return Goods on Jumia

How to Return Goods on Jumia and Get a Refund

You are welcome to this post where I explained in details how to return goods on Jumia and get a refund. If you have ever ask whether you can return defective goods delivered to you by Jumia agent and get your money back, you have come to the right answer.

There is no doubt that in some case one might receive a defective product from Jumia. But, it is in this case that Jumia Online Store distinguishes itself by introducing Return and Refund Policy. However, in this post I have simplified the process involved in returning goods on Jumia and getting a refund with ease.

Now, let us go straight to the point, as I will outline the steps involved in returning goods on Jumia and getting a refund, and explain them in details. I believe you will learn from this guide and that it will work for you as it had worked for many.

Hence, you can learn how to return goods on Jumia and get a refund by watching this video tutorial or you continue to read the article guide below. Let’s go!

How to Return Goods on Jumia and Get a Refund

If you use the Jumia App or Jumia website for your online shopping, you should know that Juima have an excellent return and refund policy. You can return an item if it doesn’t match your expectations. Asides from providing the option of returns, you can have a delivery agent pick up the item right from your doorstep. You can also choose to drop the item at Jumia pickup station near you. Once all checks are complete, you would get a refund or a voucher with the equivalent amount.

To initiate a return on Jumia and consequently get a refund, follow the steps below:

Login to your Jumia Account

Firstly, you have to login to your Jumia account on tje Jumia App or through the official Jumia website on a browser.

Go to ‘Orders’

Tap on ‘Orders’ located at the navigation panel on your left. This will let you see list of items you have ordered on Jumia, from there you select the particular item you want to initiate return for.

Tap on ‘See Details’

Next to the item you would want to return, tap on ‘See Details’.

how to return goods on jumia ndg get a refund

Click on ‘Request a Return’ from the dropdown of options

Request a return on Jumia

Click on ‘Request a Return’ from the dropdown of options

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Fill out the Form with the Reasons for your Return and tap on ‘Next’

Jumia request form

You will be redirected to a form. Fill out the form with the reasons for your return and tap on ‘Next’.

Select your Refund Method

Jumia refund methods

Select your refund method (in this image, I only had one option). You can choose to be refunded to your bank accout or to your JumiaPay wallet.

Choose how you would want to Return the item

Jumia return methods

Then choose how you would want to return the item. You can choose that a delivery agent should pick up the item right from your doorstep. You can also choose to drop the item at any Jumia pickup station near you.

Verify all details and click ‘Submit’

Verify all details and click ‘Submit’. Now this process is completed. And that’s how to return an item on the Jumia store. Alternatively, you can call the customer care line to achieve this as well.

What Next?

Depending on the return method you chose, you can either have a delivery agent pick the item up or you can drop the item off at the nearest Jumia pickup station. After this, Jumia typically checks out the product and validates your claim. They also look out for how intact the product is – so try to leave it in pristine condition. If your claims are validated, the refund can typically take anywhere between 3-7 days depending on your refund method.

On the other hand, if your claims could not be validated, the item will be redelivered to you and a refund will not be processed. This can take anywhere between 5-10 days.

What can I Return on Jumia?

The kind of item(s) you can return on Jumia include wrong item(s), damaged item(s), defective item(s) or counterfeit item(s). Also, you change your mind, with exception to Jumia Global items, underwear, adult toys, perfumes, cosmetics and jewelries. If you change your mind for phones and laptops, please ensure the seal is not broken.

How do I Return an item on Jumia?

There are two major ways you can return an item on Jumia. They are:
1. Online: Complete the online return form by logging in to your Jumia account, go to ‘My Orders’, then, open the last order by clicking on “Order details”. If your product is eligible for a return, you will see a button “Return Product”. Click on it to start the return process.
b). You can also contact our customer support at on the Customer Support page.

How Long Does it Take to Have Your Items Returned?

Typically, the return time starts counting from the day you request for a return to the day the delivery agent picks up the item. It could also be on the day you drop off your item at any of the pick-up stations. The period usually takes between 1-5 days.

Once I initiate a Return, what Happens Next?

If the package was delivered to you and you requested for a pick-up, Jumia delivery agent will call you to schedule a retrieval. There will be 2 attempts made to retrieve the item(s). If you initially picked-up your package from one of our stations or chose to drop-off at one, please take the items you wish to return to a pick-up station near you.

What Happens if I miss both Attempts to Retrieve my Return?

If you miss the two attempts to retrieve the item(s), your return request will be cancelled and you will no longer be able to return that item.

Can I return an item after 7 days?

You will not be able to return an item after 7 days for most Jumia products since sellers on Jumia offer returns for most items within 7 days of delivery. But, if such product is for Jumia Official Store you can return it after 7 days since sellers on Jumia offer returns within 15 days of delivery for Official Store items only ( the returns period).

Jumia tells me they have done a bank transfer but I have not received the money, what should I do?

Yes! It is possible that such occurs since it takes 2-5 days for the money to reflect in your account. I recommend that you contact Jumia if you still haven’t received your refund after this time.

Why was my item Redelivered to me instead of a Refund?

Returned items will be redelivered to you if we cannot verify your reason for returning it. For example, a refrigerator returned for not powering-on will be tested extensively and if the claims are right, a refund will be processed, but if during the test, it powers-on, the item will be redelivered to you.
The item will be returned to you also if you break the seal, in cases of phones and laptops.

Can I Replace or Exchange an item rather than a refund?

At the moment, Jumia does not offer replacement or exchange of an item; however you can still return an item and receive a full refund. Hence, you can use the refunded money to order the item you wanted to make the exchange with the returned one.

Do I have to return the free gift when I Return a Product?

Yes, any free gift must also be returned. This is because the free gift was given you for buying that particular product. So, you have to return all.

Final Thought

It is now clear that how to return goods on Jumia and get a refund is very simple. And I believe you now know how to return goods on Jumia and get a refund, what to return, the conditions for returning them, and so on.

Lastly, if you meet any challenge or you find it difficult to initiate return on Jumia and get your refund or you have any other enquiry to make about Jumia you can drop a message for me on WhatsApp. I will always be glad and available to assist you.


Innocent Castus
Jumia Price's lead Editor, Castus has been reviewing all kinds of tech for over 8 years and specialises in phones and shoes. He also covers a range of topics including laptops, tablets and more.