Warranty Policy
User can return an order for any reason within 14 days from the date the order was received.
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 status of the parcel is "delivered" according to the tracking number, then we will ask the customer to check the parcel at the post office or at the pick-up point to clarify the information.
The list of Refund Reasons due to the product non-delivery includes:
| Not delivered within the warranty period |
If the warranty period has begun, and the package has not been delivered according to the tracking number, then we can make a refund at the request of the customer. |
| 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. |
| 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. |
2. Product quality refunds
Different regions have different laws. Therefore, our refund policy also differs, depending on the regions.
Our Support Team always asks for proof that something is wrong with the product.
1. If something is wrong with the product, we contact the merchant:
- If there is a problem with the product, then we make a refund at the expense of the merchant.
- If the customer doesn’t need the product, we just return him the money.
2. If the problem exists but it’s minor, then we can make a partial refund in agreement with all parties.
3. If the merchant doesn't communicate with us within the established time frame (5 working days), then Joom reserves the right to resolve this issue at Joom discretion.
PLEASE NOTE:
The platform makes extra emphasis on the quality of products and products with poor quality will be banned.
The list of Refund Reasons due to the product quality includes:
|
Defective product |
Сustomer received a poor quality product. E.g., a product has crooked seams, holes, it smells bad, crumbles after one use, peels off, the seam has come apart, etc. |
| Damaged product | Parcel got damaged during shipping. |
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Counterfeit |
Product turned out to be counterfeit. |
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Empty package |
Customer received empty packaging. |
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Misleading information |
Customer received a product with unrealistic promises. For example, the customer received the purple watermelon seeds. |
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Wrong color |
Product's color the customer received is different from what he ordered. |
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Wrong product |
Product the customer received is not what he ordered. |
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Wrong size |
Product's size the customer received is different from what he ordered. |
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Wrong quantity |
Product's quantity the customer received is different from what he ordered. |
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Product doesn’t match its description |
Customer receives a product that is different from what is described in the product card or what is shown in the main image. For example, customer receives a t-shirt made of polyester, but the product description says it is made of cotton. Joom will disable products that don't match their descriptions and fake products. |
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Package incomplete |
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. |
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Banned product |
Customer received the product that:
Or:
|
|
Banned by customs |
Parcel was returned by the customs as suspected of counterfeit, non-compliance with the requirements of the country of entry, etc. |
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.
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If there is no tracking information, then a refund occurs within:
- 15 days after 30 days inside Europe and
- 15 days after 90 outside Europe have passed from the date the order was placed and the customer did not receive the goods during the said period, due to “non-delivery.”
This means a customer can apply for a refund between:- the 31st and 45th day inside Europe and
- the 91st and 105th day outside Europe 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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