Refund Policy – Joom Help Center for Merchants

Main Principles

Merchants are required to:

Fulfill orders within 3 days;
Deliver products to customers:
- within 75 days for merchants in China, Japan, and South Korea;
- within 30 days for merchants in France;
Provide description and images that match the products.

Please note that the refund process is done entirely by Joom, as customers believe this enables them to receive a fairer response. We have local operators in every region to handle problems that occur with our customers.

Valid reasons for refunds are the following:

Non-delivery,
Incomplete package,
Product-description mismatch,
Problems with quality.

Please note:

If the refund is less than $20, we will not provide the merchant with proof for the refund. However, should the amount exceed $20 and the merchant request verification, we can the request by forwarding the proof supplied by the customer.
National customs laws and regulations, such as in EU countries that require product specifications and instruction in the local language, quality inspection and testing certificates;
Product and picture description must correspond.
Customs declaration price must be declared truthfully for customs clearance.
The sale of fake products is prohibited; customs may return packages containing fake products or destroy them at once.

Note for merchants in France:

Customers can request a return for any reason. The return process is described in the following:

A return can occur within the customer guarantee period, i.e. 14 days from when the customer confirmed delivery of the product in the Joom app.
If a customer requests a return, the order status will change to “Pending return.”
The merchant must receive the return and confirm its reason:
If the merchant accepts the return, the platform will refund the customer. Otherwise, Joom’s support agents will review the case.

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.
Within 15 days after 75 days have passed from the date the order was placed and the customer did not receive the goods during the said 75-day period, due to “non-delivery.” This means a customer can apply for a refund between the 76th and 90th day after placing the order. Upon receipt of the customer’s request for a refund, Joom will decide whether to accept or reject it within 30 days.
Starting from the 31st day from the order placement date (as the product has not been trackable for 20 days) if the product costs more than $50.
Anytime, as long as the customer bears the cost of 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

Of course, we care about the rights of our merchants. Therefore, we are strict with customers. If customers request a refund, they first have to prove the existence of the problem. Depending on the seriousness of the problem, our operator will then decide how much to refund and/or whether to ask the customer to destroy or return the product.

Refund reasons

1. Non-delivery

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 logistics is traceable to the destination country post office or courier collection office, the consignee information is accurate, we will advise consumers to go to the post office or express collection point check.
Joom will issue a refund if:
- The tracking information cannot be verified, or the tracking information can be verified, but the delivery route or the delivery address is incorrect (for example, the customer is in the UK, but the tracking information indicates that the package was sent to France);
- The package is detained by the customs, destroyed or returned to the merchant;
- The package tracking information can be verified, the delivery address is correct, but the package is returned by the post office, as the customer delayed too long in claiming it;
- The customer provides proof that “there is no such package” presented by the post office, though the package tracking information could be verified, and the delivery address was correct.
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 what was received. 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.

Note to merchants: 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.

In the event the product does not match the description:

For orders below $5:

Customers from Russia/CIS countries have to provide proof to get refunds. If we find that the actual product does not match its description, we will give the customer a full refund.
Customers from Europe can get full refunds without providing any proof.

For orders above $5:

All customers must provide proof to get a refund. The amount of refund is based on the seriousness of the problem.
- A full refund will be issued if the problem is serious enough to affect the use of the product itself.
- A refund of up to 50% will be offered and the customer will not need to return or destroy the product if the problem is not particularly serious.
- A full refund will be given if the problem is not particularly serious, but the customer is not satisfied with a 50% refund. However, the customer must destroy the product and provide proof of its destruction.

Attention:

Joom will deactivate products that do not match their descriptions.

4. Problems with Quality

Different regions have different laws; therefore, our refund policy also differs, depending on the regions. If the problem prevents the product from working normally, we will give the customer a refund without requesting the product’s return or destruction.

For orders below $5:

Customers from Russia/CIS countries have to provide proof to get refunds.
Customers from other countries can get full refunds without providing any proof.

For orders from $5 to $20:

All customers must provide proof to get a refund. The amount of refund is based on the seriousness of the problem.
- If the problem prevents the product from working normally, we will give the customer a full refund.
- If the problem exists but is not very serious, we will first offer our customer a maximum 50% refund.
- However, if the customer declines the offer, we will instruct the customer to destroy the product and grant a full refund.

For orders from $20 to $100:

All customers have to provide proof to get refunds. The amount of refund depends on the seriousness of the problem.
- If the problem prevents the product from working normally, we will give the customer a full refund.
- If the problem exists but is not very serious, we will first offer our customer a maximum 50% refund and the customer will not need to return or destroy the product.
- If the customer declines the 50% refund offer, we will instruct the customer to return the product to the merchant and get a full refund. If the customer refuses because of high shipping cost or other reasons, we will propose destroying the product and provide a full refund.

For orders above $100:

All customers have to provide proof to get refunds. The amount of refund depends on the seriousness of the problem.
If the problem prevents the product from working normally or it is obviously fake, we will give the customer a full refund.
If the problem exists but is not very serious, we will first offer our customer a refund of up to 50% and the customer does not need to return or destroy the product.
If the customer declines the offer, we will instruct the customer to return the product to the merchant and get a full refund. If the customer cannot return the product for lack of a return address or other reasons, Joom will intervene to solve the problem and require the merchant and customer communicate directly if necessary.