Return Policy
Enjoy shopping on Hishopper with our simple return and refund policy
Return within 14 days
You have 14 days and up to 30 days for manufacturing defects to submit a return request after receiving the product.
Ease of returning the product and refunding its value
There are no fees
When returning any product.
Full refund of the product value
You will receive a 100% refund of the product value plus shipping fees paid if the product is damaged, defective, or does not meet specifications.
Guarantee original products
We are committed to providing 100% original products to our customers.
Some products cannot be returned through your account, such as “refrigerators and freezers,” but you can return them through Contact us.
Returning An Item
You can return any product within the first 14 days from the date of delivery in the event that the decision on a product is changed if it has not been opened, with the exception of the following products, for reasons related to hygiene and health: swimwear, underwear, nightwear, accessories, earrings, gold, cosmetics, perfumes , groceries, personal care products, hair care products, nutritional supplements, software, tickets, books, health supplies, and up to 30 days if there is a manufacturing defect in the product.
Note: In case you receive a product with an obvious defect/damage or a product with an error (color/size/model) or any missing items or accessories of the product, or damage to the outer packaging of the product, You must notify us within a maximum period of 48 hours from the date of delivery.
When returning the product, make sure that all accessories for the order are in good condition and that the product is in its original packaging. If you have created a password for the device you wish to return, please be sure to remove it and remove any personal data on the device to avoid an incomplete return. You must not include in the returned product packaging any item that is not part of the returned item as originally received from Jumia.
Note that Electronic products cannot be returned in the event of a change of mind if they are not sealed and in their original packaging and if the product has been opened
Please check the following table to know which products are non-returnable (in case you change your mind):
What Can I Return?
|
Category |
I Changed My Mind |
Size Correct But Doesn't Fit |
Wrong |
Defective |
Damage / Broken |
Fake / Unauthentic |
Wrong Size |
|---|---|---|---|---|---|---|---|
| Women's Care Products |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
| Makeup |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Skin Care Products |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Hair Care Products |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Hair Extensions |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Shaving Supplies, Lotion & Gel |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Lingerie |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Sleepwear |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
| Office Accessories |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Swimwear |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Underwear |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Grocery |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Books, Movies And Music CDs |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Software & Operating Systems |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Memory Cards & Accessories |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Candles |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Health Supplies |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Protective Masks |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Accesories |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Gold Jewelry & Bars |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Nutritional Supplements |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Tickets |
✘ |
✘ |
✓ |
✓ |
✓ |
✓ |
✓ |
Frequently Asked Questions
How do I return an item?
You can return your order online by following these steps:
1-Sign in to your account and Select My orders.
2-Select the Order that has the product you would like to return.
3-Select the product and the return reason for the product, please make sure you select the most relevant reason.
4-After submitting the return, you will be asked to select the refund method.
5-Review the return details and submit.
Or you can contact us Here, and we’ll help you in creating the return.
How much time do I have to return a product to Jumia?
All items sold on Jumia, under certain conditions, can be returned within a period of 14 days and up to 30 days for for manufacturing defect from delivery date.
Example: If I receive my product on Monday 5th, I have until Sunday the 5th of the next month to submit a return request (manufacturing defect only).
NOTE: We accept returns up to 30 days for manufacturing defect from the delivery date. If you face this situation, after the 30 days we advise you to contact the manufacturer if the product has a warranty. Click Here to know more about warranties.
What happens if I miss the 30 days for creating my return request?
Sorry, returns are not possible after the 30 days return period.
If you experience issues after our return period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.
If my refund gets validated, how and when will I get reimbursed?
After examining and accepting the product, the refund procedures begin.
You can find out all our refund methods from the following table:
| Payment methods | Refund methods | Refund timeline |
|---|---|---|
| Cash | Refund voucher Postal transfer Bank transfer | Same day 3 working days 6 working days |
| Pre Paid (Credit cards, E-Wallets,etc…) | Refunded directly to the payment method | The period varies according to the payment method, for more info click here |
Note: that refund methods availability is based on the payment method used to pay for the order being returned.
For a faster refund, you can always request Jumia Refund Voucher if you wish to purchase more items. This option is indicated along with other refund methods available to choose from when requesting a return online; or during your call with our Customer Service team.
Note: We will not be able to change the refund method once we create the return.
In case the customer is not reachable for a maximum of 2 days, the refund method will be a refund voucher.
But we might cannot change it to any other method after that.
Can I return my order with any condition?
No, you have to return your order with the same condition you received it with, and in case you received a damaged order please add it to the return reason comment.
Do I have to return all products in my order?
No, you do not have to return your entire order. You can return certain product(s).
I have bought an item on promotion or with a voucher. What amount will you refund me?
For items purchased on sale, the amount refunded will be the exact amount paid, and not its original value.
For example: If you purchased an item on sale for EGP 20 and its original value was EGP 40, we will refund you EGP 20, which is the amount you paid.
Do I have to return the gift when I return a product?
Yes, any free gift must be also be returned.
Why was my item redelivered to me instead of a refund?
If your return reason is invalid then we will send the item(s) back to you. We will make two redelivery attempts within 7 business days.
If both attempts are unsuccessful, the product will be returned to Jumia and if you want to receive it, you will have to come and collect it from Jumia warehouse.
What happens if I miss both attempts to retrieve my return?
Your return request will be cancelled and you will have to create new one.
I initiated a return and requested for pickup at my home, but no one came & it has been a while, what should I do?
We apologize for this. Please contact us from here and we’ll help you with your return.
How do I track my return status?
We will keep you updated by email, inbox message and push notification about the status of your return. If you have any questions please do not hesitate to call our customer service from here.
How to know that I got the amount refunded?
we will send email and inbox message that the amount is refunded, the refund period is different depending on the payment method.
To find out the Refund periods, click here
Do I also get refunded the shipping charge when returning a product?
You will also be refunded for the full cost of delivery of the returned items, once your return is processed. For all items, the refunded amount will include the shipping amount you were charged.
Do I have to pay for shipping charges when I return a product?
There are no charges for shipping a product back to Jumia.
Can I Replace or Exchange an item rather than a refund?
Unfortunately، we do not provide a replacement policy.
You can make a return request according to the return policy، and place a new order.
How do I track my return status?
We will keep you updated by email, inbox message and push notification about the status of your return. If you have any questions please do not hesitate to call our customer service from here.
How to know that I got the amount refunded?
we will send email and inbox message that the amount is refunded, the refund period is different depending on the payment method.
To find out the Refund periods, click here
Can I Replace or Exchange an item rather than a refund?
Unfortunately، we do not provide a replacement policy.
You can make a return request according to the return policy، and place a new order.
Do I also get refunded the shipping charge when returning a product?
You will also be refunded for the full cost of delivery of the returned items, once your return is processed. For all items, the refunded amount will include the shipping amount you were charged.
Do I have to pay for shipping charges when I return a product?
There are no charges for shipping a product back to Jumia.
Why was my item redelivered to me instead of a refund?
If your return reason is invalid then we will send the item(s) back to you. We will make two redelivery attempts within 7 business days.
If both attempts are unsuccessful, the product will be returned to Jumia and if you want to receive it, you will have to come and collect it from Jumia warehouse.
What happens if I miss both attempts to retrieve my return?
Your return request will be cancelled and you will have to create new one.
I initiated a return and requested for pickup at my home, but no one came & it has been a while, what should I do?
We apologize for this. Please contact us from here and we’ll help you with your return.
Can I return my order with any condition?
No, you have to return your order with the same condition you received it with, and in case you received a damaged order please add it to the return reason comment.
Do I have to return all products in my order?
No, you do not have to return your entire order. You can return certain product(s).
I have bought an item on promotion or with a voucher. What amount will you refund me?
For items purchased on sale, the amount refunded will be the exact amount paid, and not its original value.
For example: If you purchased an item on sale for EGP 20 and its original value was EGP 40, we will refund you EGP 20, which is the amount you paid.
Do I have to return the gift when I return a product?
Yes, any free gift must be also be returned.
How much time do I have to return a product to Jumia?
All items sold on Jumia, under certain conditions, can be returned within a period of 14 days and up to 30 days for for manufacturing defect from delivery date.
Example: If I receive my product on Monday 5th, I have until Sunday the 5th of the next month to submit a return request (manufacturing defect only).
NOTE: We accept returns up to 30 days for manufacturing defect from the delivery date. If you face this situation, after the 30 days we advise you to contact the manufacturer if the product has a warranty. Click Here to know more about warranties.
What happens if I miss the 30 days for creating my return request?
Sorry, returns are not possible after the 30 days return period.
If you experience issues after our return period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.
If my refund gets validated, how and when will I get reimbursed?
After examining and accepting the product, the refund procedures begin.
You can find out all our refund methods from the following table:
| Payment methods | Refund methods | Refund timeline |
|---|---|---|
| Cash | Refund voucher Postal transfer Bank transfer | Same day 3 working days 6 working days |
| Pre Paid (Credit cards, E-Wallets,etc…) | Refunded directly to the payment method | The period varies according to the payment method, for more info click here |
Note: that refund methods availability is based on the payment method used to pay for the order being returned.
For a faster refund, you can always request Jumia Refund Voucher if you wish to purchase more items. This option is indicated along with other refund methods available to choose from when requesting a return online; or during your call with our Customer Service team.
Note: We will not be able to change the refund method once we create the return.
In case the customer is not reachable for a maximum of 2 days, the refund method will be a refund voucher.
But we might cannot change it to any other method after that.
How do I return an item?
You can return your order online by following these steps:
1-Sign in to your account and Select My orders.
2-Select the Order that has the product you would like to return.
3-Select the product and the return reason for the product, please make sure you select the most relevant reason.
4-After submitting the return, you will be asked to select the refund method.
5-Review the return details and submit.
Or you can contact us Here, and we’ll help you in creating the return.
Return Steps
Time
Return Terms
Problem
Exchange
Shipping Charges
Track Return
