Refund policy

If my refund gets validated, how and when will I get reimbursed?

Refund process begins after we have completed evaluating your returned product. From the day you submitted your return request, This quality evaluation process may take up to 7 days for Kampala and outside of Kampala. We will send you an email notification once return examination completed.

To process your refund more quickly, you have the option to request a refund via SMIO Refund Voucher, which must be indicated when you request for a return online or by calling our Customer Service.

Otherwise, you can be refunded according to the following table.

Note that some refund methods are available according to your payment method.

Refund methods available according to payment methods.

Payment methodsRefund methods
CashRefund voucher
Mobile MoneyMobile Money
Refund VoucherRefund Voucher
Mobile MoneyRefund voucher

Time to get reimbursed after the examination done

Nature of RefundTime Frame
Refund Voucher24-48 hours

What is a refund voucher?

SMIO Refund Voucher is a return mechanism worth equally to the value of product you ordered.
You can use smio Refund Voucher as voucher code to purchase any item. A refund voucher is valid for 180 days you need to use your voucher during this period. This refund voucher can be used on several purchases, until your balance is 0.

How do I use my voucher?

If you have been issued a SMIO Refund Voucher, you will have received a voucher number.
Please enter this voucher number in the voucher code box and click “add voucher” during checkout at payment step. A corresponding deduction will be applied to your total amount.

If my returned product is not validated for refund, how do I get informed?

If your return is invalid then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.

Note that we will make several attempts to return the product to you. However, passed 2 return attempts, we will cancel the return procedure and we will keep the product with us for a maximum of 60 days for you to pick it up at Jumia warehouse.

I have bought an item on promotion or with a voucher. What amount will you refund me?

For items purchased on sale, the amount refunded will be the exact amount paid, and not its original value.

For example: If you purchased an item on sale for $20 and its original value was $40, we will refund you $20.

If you purchased an item with a Refund voucher, we will refund you the sum of the amount you paid and the amount of the Jumia refund voucher.

Will I get refunded the “International Shipping Fee” for overseas products?

The International Shipping Fee is NON-REFUNDABLE in case of any return.