Refund Policy
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:
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Non-delivery |
Product quality | Other |
Refund Period and Rules
- The buyer can request 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, the buyer can request a refund 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, the 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 quite 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.
If a customer expresses the wish to send the parcel back to the merchant due to the product's bad quality, the parcel will be delivered to one of the warehouses in Europe or Hong Kong and disposed there. The refund will be handled by the customer support team.
Refund Procedure
1. Non-delivery refunds
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.
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. |
⚠️ PLEASE NOTE: The non-delivery compensation amount for ordinary orders is calculated after deducting the discount amount; the non-delivery compensation amount calculation for bloggers’ orders doesn’t deduct the Influencer Program Amount
2. Product quality refunds
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 $20* we don't provide the proof from customers;
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For orders above $20* Joom might provide the proof from customers upon merchant's request.
*The sum refers to Merchant Revenue.
➡️ Click here to learn how to check the Merchant Revenue of an order.
- Go to the Orders page in the Merchant Panel;
- Click the order you wish to check;
- Check the amount in the Merchant revenue line.
⚠️ 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 in the product card. |
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Empty package |
The customer received an empty packaging. |
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Misleading information |
The customer received a product with unrealistic promises. For example, the customer received the purple watermelons 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 the product different from what is described in the product card. For example: the customer receives a t-shirt made of polyester, but the product descriptions 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. |
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Banned product |
The customer received the product that:
Or:
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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. |
⚠️ PLEASE NOTE: Refunds due to the product quality have impact on the Quality Refund Rate and Orders Over $10 Quality Refund Rate.
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. |
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Cancelled by customer |
The merchant didn't send the parcel on time. |
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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.
How to find refunded orders in the Merchant Panel?
- Go to the Orders page in the Merchant Panel;
- Use the filters Status -> Refunded / Refunded by Joom to see the list of refunded orders (you can also filter the orders by the Refund reason filter);
3. Select the order and check the refund details.
Tips to Prevent Refunds from Happening
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☆ 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.
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👉 For more detail about Joom Refund Policy, please refer to our ▶️Live Stream replay about Platform Rules.
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