What are the conditions for returning an item?
Requirement for a valid procedure
- Proof of purchase (order number, invoice, etc)
- Reason for return has to be valid and return acceptance conditions met (check out below)
- Return method
- Refund method that you would like and the necessary information associated (bank account number, etc.)
- Return form returned with the product
Should there be any item damaged due to our transportation, please contact our customer service within 24 hours for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.
Once your product is retrieved we will perform a quality check.
If the quality check is successful, we will refund you according to your requested refund method. This will happen within 10 days starting from when your return request was submitted.
Note that if the quality check is unsuccessful, you will not be refunded and will be sent back your product.
Conditions and reasons to return an item
You may want to return your item due to any of the following reasons:
x : Not Required | ✓: Required
|Reasons for return||YOUR RETURN MUST BE :|
|New condition||Sealed condition||Complete (free gifts, accessories, original packaging)||Not damaged||Tags & labels attached|
|Delivery – Wrong Product||✓
Product sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information provided on the box / packaging only
|Quality – Damaged Product||x||x||✓||x||✓|
|Quality – Defective||x||x||✓||✓||✓|
|Quality – Product Condition||✓||✓||✓||✓||✓|
|Delivery – Parts Missing||✓||x||x||✓||✓|
|Website – Incorrect Content||✓||✓||✓||✓||✓|
|Product – Does Not Fit – item not fitted e.g item delivered does not fit the customer
(Not applicable to some fashion items,check return policy on product page)
|Customer – Change of Mind(Not applicable to some product categories, check return policy on product page)||✓||✓||✓||✓||✓|
|Not As Expected||✓||✓||✓||✓||✓|
How to return a product?
Before returning an item, please check our Ahwenepa Return conditions, stated in the questions below, to make sure your item is eligible for return.
You have 7 calendar days to notify us that you want to return your product after its reception.
If your return meets all the requirements, your returns can be initiated via our Online Return Form.
Returns are easy. Simply follow the 7 steps stated below:
You can connect on our website and fill in our Online Return form. Simply Login and go to “My Orders”, and 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.
Don’t forget to fill the paper return form and pack it with your product to return.
Having trouble completing the Online Return form?
How much time do I have to return a product to Ahwenepa?
All items sold on Jumia, under certain conditions, can be returned within a period of 7 days from delivery date.
Example: If I received my product on Monday 5th, I have until next Sunday 12th to contact Customer Service.
NOTE: You have 7 days to notify us of your return online or by calling Customer Service, from the day you received your purchase.
For defective items, note that you have 7 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty.
How do I send my product to Ahwenepa?
We will arrange a pick-up at your convenience within 48 hours after you submit the return request.
Note that for pick-up, we will make 2 scheduled attempts.
However, after 2 pick-up attempts, we will cancel the return procedure and you will not be able to return your product to us anymore.