Refund Policy
A client can make a refund for any reason within 15 days. All refunds are made in agreement with a merchant.
Valid reasons for refunds:
1. Non-delivery refunds
If a customer requests a refund because of non-delivery, we will first check the logistics information on the official sites of the destination country’s post office/logistics company/courier services or track24.
If the logistics is traceable to the destination country post office or courier collection office, the consignee information is accurate, we will advise consumers to go to the post office or express collection point check.
If the parcel information is in error, or the package is detained/destroyed by the customs, or the package has been returned to the merchant, Joom will issue a refund. If the merchant believes that the customer described the unsuccessful arrival incorrectly, he can also provide the post office signature document to appeal.
The list of Refund Reasons due to the product non-delivery includes:
| Not delivered | According to the tracking information, the parcel was not delivered to the customer. |
| Damaged | The parcel got damaged during shipping. |
| Missing proof of delivery | According to the tracking information, the parcel was delivered, but the customer says that he didn't get it and there is no proof of delivery. |
| Delivered to the wrong address | The parcel was delivered to the wrong address or the wrong person. |
| Turned back by post office | The client forgot about the parcel in the post office and didn't receive it or refused to receive it, so the parcel was sent back to the merchant. |
| Incorrect consolidation | The consolidated parcel is missing some products or includes the products ordered by other customers. |
2. Product quality refunds
Different regions have different laws. Therefore, our refund policy also differs, depending on the regions.
- If the problem prevents the product from working normally, we will give the customer a full refund without requesting the product’s return or destruction. For more details please consult our customer support team.
- If the problem exists but is not very serious, we will first offer our customer a partial refund.
PLEASE NOTE:
The platform makes extra emphasis on the quality of products and products with poor quality will be banned. If a fulfilled online order was refunded due to the product quality, the shipping fee will be withdrawn from the merchant.
The list of Refund Reasons due to the product quality includes:
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Bad quality |
The customer received a poor quality product. |
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Counterfeit |
The product turned out to be counterfeit. |
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Different from images |
The product the customer received is different from the image on the product card. |
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Empty package |
The customer received empty packaging. |
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Misleading information |
The customer received a product with unrealistic promises. For example, the customer received the purple watermelon seeds. |
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Wrong color |
The product's color the customer received is different from what he ordered. |
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Wrong product |
The product the customer received is not what he ordered. |
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Wrong size |
The product's size the customer received is different from what he ordered. |
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Wrong quantity |
The product's quantity the customer received is different from what he ordered. |
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Not as described |
The customer receives a product that is different from what is described in the product card. For example, the customer receives a t-shirt made of polyester, but the product description says it is made of cotton. Joom will disable products that do not match their descriptions/fake products. |
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Package incomplete |
The parcel is missing some product components or instructions for the technically complex products. According to the European Union countries' laws, the technically complex products must include the instructions, even if it is not stated in the product card. Please ensure that you indicate accurate weight for your products in order to avoid any issues. |
|
Banned product |
The customer received the product that:
Or:
|
|
Banned by customs |
The parcel was returned by the customs as suspected of counterfeit, non-compliance with the requirements of the country of entry, etc. |
3. Other refunds
The list of other Refund Reasons includes:
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Sent back to merchant |
The client received the product but decided to send it back to the merchant. |
|
Cancelled by customer |
The merchant didn't send the parcel on time. |
|
Turned back by the shipper |
The parcel was sent back to the merchant before reaching the destination point and the customer didn't receive it. |
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Other |
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Refunds covered by Joom
You will not see the refund reason and the refunded order will not be marked as a refunded one in the invoices.
- Customer fraud;
- Paid by Joom.
Refund Period and Rules
- Within the customer guarantee period, i.e. 30 days from when the customer confirmed delivery of the product in the Joom app.
- If there is no tracking information, then a refund occurs within 15 days after 30 days have passed from the date the order was placed and the customer did not receive the goods during the said 30-day period, due to “non-delivery.” This means a customer can apply for a refund between the 31st and 45th day after placing the order. Upon receipt of the customer’s request for a refund, Joom will decide whether to accept or reject it.
- If there is tracking information and the order hasn't been delivered, then a refund occurs within 15 days after 45 days have passed from the date the order was placed and the customer did not receive the goods during the said 45-day period, due to “non-delivery.” This means a customer can apply for a refund between the 46th and 60th day after placing the order. Upon receipt of the customer’s request for a refund, Joom will decide whether to accept or reject it.
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Tips to Prevent Refunds from Happening
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