On Joom, the refund process is operated entirely by the platform, as customers believe this enables them to receive a fairer transaction. We have local operators in every region to handle problems that may occur with the refunds.
Valid reasons for refunds are the following:
| Non-delivery | Incomplete package | Product-description mismatch | Problems with quality |
Refund Period and Rules
- Buyer can requests for refunds within the customer guarantee period.
- Within 15 days after the customer guarantee period has ended and the customer did not receive the goods, buyer can request a refunds due to the “non-delivery” reason. Joom will decide whether to accept or reject it within 30 days.
- If the product costs more than $50 and is not trackable in 20 days, buyer can request a refund.
- Anytime, as long as the customer pays for returning the package.
- Within an unspecified period, as Joom may issue refunds at any time it learns of multiple customers having received the same tracking number.
Refund Process
We care about our merchants' rights therefore we handle refund situations with customers quiet strictly. If customers request a refund, they first have to prove the existence of the problem. Depending on the seriousness of the problem, our operator decides how much to refund and whether to ask customers to return products.
Refund procedure
| 1. Non-delivery |
If a customer requests a refund for this reason, 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 suggest for the customers to go to the post office or express collection point check. If the parcel information is with 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.
| 2. Incomplete Package |
If a customer requests a refund for this reason, we will ask the customer to weigh the received parcel. We will then compare this weight with the product weight provided by the merchant. If the customer’s package weighs less than indicated by the merchant, we will contact the post office for them to confirm. Thereafter, we will decide how much to refund.
PLEASE NOTE: Please ensure that you indicate accurate weight for your products in order to avoid any issues.
| 3. Product-description Mismatch |
Joom's refund policy varies and will depend on the requirements applicable to the relevant region or country. For more details please consult the customer support team.
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For orders below $5:
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For orders above $5:
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PLEASE NOTE: Joom will disable products that do not match their descriptions/fake products.
| 4. Problems with Quality |
If the problem prevents the product from working normally, we will give the customer a refund without requesting the product’s return or destruction. As different regions have different laws our refund policy also differs, depending on the region. For more details please consult the customer support team.
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For orders below $5:
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For orders above $5:
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PLEASE NOTE: The platform makes extra emphasis on the quality of products and products with poor quality will be banned.
Tips to Prevent Refunds from Happening
- When uploading a product, provide actual product photos with details, avoid using retouched photos or photos with color differences, and provide an accurate and detailed product description and size information.
- Customs declared price must be declared truthfully for customs clearance.
- Before mailing a product, check if it has any defects and if all the spare parts of the product are present.
- Ensure that the product is properly packed.
- Use reliable logistics channels and provide correct logistics information.