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:

Refund Period and Rules

1. The buyer can request for refunds within the customer guarantee period.
2. 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.
3. If the product costs more than $50 and is not trackable in 20 days, the buyer can request a refund.
4. Anytime, as long as the customer pays for returning the package.
5. 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: 

⚠️ PLEASE NOTE: The NDI compensation amount for ordinary orders is calculated after deducting the discount amount; the NDI 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. 

⚠️ 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: 

⚠️ 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: 

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?

1. Go to the Orders page in the Merchant Panel;
2. 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