Warranty Policy
A customer can return an order for any reason within 14 days from the date the order was received.
Valid Refund Reasons:
1. Non-Delivery Refunds
① If a customer requests a refund due to non-delivery, we will first check the logistics information on the official websites of the destination country’s post office, logistics company, courier services or track24.
② 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 Non-Delivery:
| 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 number, 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 | A parcel was delivered to the wrong address or the wrong person. |
| Turned back by post office | A customer 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 customs on suspicion of counterfeiting, 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 to provide proofs that something is wrong with the product.
- 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 return him the money.
- If the issue exists, but it’s minor, then we can make a partial refund in agreement with all parties.
- 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 Product Quality:
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Defective product |
A customer received a poor-quality product, e.g., a product has crooked seams, holes, bad smell, crumbles after one use, peels off, ripped seam, etc. |
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Damaged product |
A parcel got damaged during shipping. |
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Counterfeit |
A product turned out to be counterfeit. |
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Empty package |
A customer received an empty package. |
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Misleading information |
A customer received a product with unrealistic promises, e.g., purple watermelon seeds. |
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Wrong color |
The color of the product a customer received is different from what he ordered. |
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Wrong product |
A product that a customer received is different from what he ordered. |
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Wrong size |
The size of the product a customer received is different from what he ordered. |
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Wrong quantity |
The quantity of products a customer received is different from what he ordered. |
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Product doesn’t match its description |
A customer received a product that is different from what is described in the product card or what is shown in the main image. E.g., the customer received a T-shirt that is made of polyester, but in the product description was indicated cotton. Joom will disable fake products and products that don't match their descriptions. |
|
Package incomplete |
Parcel is missing some product components or instructions for technically complex products. According to the laws of EU countries, 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 to avoid any issues. |
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Banned product |
Customer received a product that:
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Banned by customs |
A 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
If you see the following statuses, it means that the refund was covered by Joom:
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Customer fraud;
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Paid by Joom.
In such cases, you will not see the refund reason, and the refunded order will not be marked as "refunded" in the invoices.
Refund Period and Rules
The warranty period is valid for 30 days from the moment the customer confirms the delivery of the products in the Joom application.
If there is no tracking information, then a refund occurs within:
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15 days after 30 days inside Europe, and
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15 days after 90 days outside Europe have passed from the date the order was placed, and
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A customer did not receive the products during this period due to “non-delivery.
So, a customer can apply for a refund between:
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31 and 45 days inside Europe, and
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91 and 105 day outside Europe after placing the order.
Joom will decide whether to accept or reject it after receiving a request from a customer for a refund.
If there is tracking information and the order hasn’t been delivered, then a refund occurs within:
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15 days after 45 days have passed from the date the order was placed, and
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A customer did not receive the products during this period due to “non-delivery.
So, the customer can ask for a refund between 46 and 60 days of placing the order. Joom will decide whether to accept or reject it after receiving a request from a customer for a refund.
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Tips to Prevent Refunds from Happening
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