Ordered something online and received the wrong item, a damaged product or something completely different from what you paid for?

You may be entitled to a refund.

But getting your money back from an online marketplace isn't always as simple as pressing “Refund.”

You usually need to report the problem, provide evidence, return the item where required and wait for the platform or seller to complete its review.

Here is how the refund process currently works on Jumia and Konga in Nigeria, including their stated return windows and refund timelines.

Before You Request a Refund

Don't throw away the packaging immediately.

Keep:

• The product

• Original packaging

• Labels and tags

• Accessories

• Free gifts

• Invoice/order information

• Delivery packaging

Also take clear photos or videos showing the problem.

For example, if you received a damaged phone, photograph the damage before attempting to repair or use it.

This evidence can make it easier for the marketplace to verify your complaint.

How to Get a Refund From Jumia

Jumia's current customer-protection information says eligible purchases can qualify for refunds when an item is damaged, wrong or counterfeit. Its published rules also distinguish between Jumia Mall and marketplace purchases.

Step 1: Check Whether Your Order Qualifies

Jumia's published customer-protection information says eligible Jumia Mall items can generally be returned within 15 days, while eligible marketplace items have a 7-day return window for defective, wrong or counterfeit items.

Don't assume every product qualifies.

Jumia's rules list exclusions, including certain services, vouchers, prepaid cards, airtime, perishables and some custom-made products.

The product's specific return conditions can therefore matter.

Step 2: Report the Problem Through Jumia

Log into your Jumia account and go to your order.

Select the affected order and follow the available return/refund or dispute instructions.

Describe the problem accurately.

For example:

Wrong:

“I don't like this product.”

Better:

“I ordered a black size 42 shoe but received a brown size 39 shoe.”

If the product is damaged, explain exactly what is damaged.

If it is counterfeit, explain what makes you believe it is not genuine and provide supporting evidence.

Jumia also advises customers to raise disputes promptly where an item was not received, was damaged or was substantially different from what was promised.

Step 3: Upload Evidence

Depending on the issue, you may be asked to provide information such as:

• Photos

• Videos

• Order confirmation

• Invoice

• Tracking/waybill information

• JumiaPay reference number

Jumia says supporting information can help its investigation.

For a damaged product, take pictures from several angles.

For the wrong product, photograph:

1. The item you received

2. The packaging

3. The product label/model number

4. Your order information

Step 4: Follow the Return Instructions

If Jumia approves the return, follow the instructions provided for returning the item.

Don't send the product to a random address given to you through WhatsApp or social media.

Use the return method provided through your Jumia order/support process.

Keep any return receipt, tracking number or waybill until your refund has been completed.

Step 5: Wait for Verification

Once the returned product reaches the appropriate location, Jumia may need to verify it.

This is important because:

Returning the item does not necessarily mean the refund has already been completed.

The platform may need to confirm that:

• The correct item was returned

• The product matches the complaint

• The return meets the applicable policy

• The seller/product qualifies for a refund

Jumia's current information says eligible customer-protection refunds can be processed within 24 hours in qualifying situations, while its refund FAQ also says the refund is processed according to the applicable return/refund timeline.

Step 6: Where Does the Jumia Refund Go?

This is one of the most important things to understand.

Jumia currently says refunds are generally processed to the Jumia Account, from where customers can withdraw the money to a bank account. It notes an exception for certain GTBank and Zenith Bank transactions.

Jumia's payment FAQ says customers can withdraw their refund from their Jumia Account to a bank account or card.

The published process is:

Log in → Jumia Account → Refund balance → Withdraw

Jumia says withdrawals are normally received within minutes, while its FAQ notes that a successful withdrawal should normally reflect within about one hour and advises contacting the bank if it has not reflected after 24 hours.

What If Your Jumia Refund Is More Than ₦200,000?

Jumia says customers cannot normally withdraw more than ₦200,000 from the Jumia Account through the standard withdrawal process.

For a larger refund, Jumia says additional verification may be required, including KYC documentation and bank/account information.

Importantly, never send your full card number or CVV to someone claiming to be a Jumia representative.

Jumia specifically warns that it will not ask for your password or full financial information through email, text or phone.

How Long Does a Jumia Refund Take?

There are several different clocks involved.

Return window

Depending on the purchase:

Jumia Mall: generally up to 15 days for eligible issues.

Marketplace: generally 7 days for eligible defective, wrong or counterfeit items.

Refund processing

Jumia says eligible customer-protection refunds can be processed within 24 hours in qualifying circumstances.

Bank/card credit

Jumia's FAQ says card refunds may take 3–15 business days to appear on the card statement.

So don't confuse:

“Jumia processed my refund”

with:

“My bank has already credited my account.”

Those can happen at different times.

How to Get a Refund From Konga

Konga currently provides a 7-day return window for items that meet its return requirements. Customers are instructed to contact Konga within seven days of delivery.

Here's the process.

Step 1: Report the Problem Within 7 Days

If something is wrong with your order, don't wait.

Konga says customers should contact it within seven days of delivery to benefit from its return policy.

This applies to qualifying problems such as:

• Wrong item

• Defective item

• Damaged item

• Quality issue

Konga's return policy also provides specific requirements depending on the reason for the return.

Step 2: Submit a Complaint

Konga's published return instructions say to send a complaint and include pictures of the delivered product as evidence.

Its current customer-support contact is:

Email: help@konga.com

It also lists phone support through its official contact channels.

You can also use Konga's available order/customer-support options.

When reporting the problem, include:

• Order number

• Product name

• Reason for return

• Photos/videos

• Description of the problem

Be specific.

Step 3: Wait for Return Authorization

Don't simply ship the item back yourself.

Konga says that once your claim has been validated, it will provide information on the appropriate way to get the item back.

Depending on the shipment arrangement, you may be instructed to return it to:

• A Konga drop-off location, or

• The seller directly.

Step 4: Return the Product

Follow the return instructions you receive.

Depending on the reason for the return, Konga may require things such as:

• Original packaging

• Tags/labels

• Accessories

• Free gifts

• Product in an appropriate condition

For example, Konga says a wrong item should be returned with the applicable packaging/accessories and that defective items are subject to validation.

Step 5: Keep Your Return Waybill

Konga says it will provide a return waybill number that can be used to track the return.

Keep this number.

If there is a dispute about whether the product was returned, the waybill gives you a record of the return.

Step 6: Wait for the Product to Be Received and Examined

Konga says that once the item has been received by the seller, it will provide a resolution such as:

• Replacement

• Exchange

• Refund

depending on the circumstances.

Konga has also stated that feedback on the resolution after a returned item is received may be communicated within 1–2 business days, because the item may need to be examined.

Konga Also Has Buyer Protection

Konga says its Buyer Protection programme applies to eligible prepaid orders and can provide an instant refund where an order does not arrive, is damaged or is substantially different from what was described.

However, don't interpret “instant refund” as meaning every Konga refund will appear in your bank account instantly.

The exact resolution depends on the order, payment method and circumstances.

What If You Paid on Delivery?

Paying on delivery is different from prepaying online.

Konga says that when using Pay on Delivery, buyers should not pay sellers directly before receiving the order.

If you paid cash or through another payment method at delivery and later need to return the item, Konga will determine the appropriate resolution under its return policy.

Keep your receipt or other proof of payment.

What If the 7-Day Konga Window Has Passed?

Don't assume you're automatically out of options.

Konga says that for defective products outside the seven-day return period, customers may be directed to an authorised service centre for warranty support, contact the seller, or contact Konga for assistance.

However, Konga says it will not necessarily replace or refund products where the applicable warranty does not cover the defect.

Jumia vs Konga: Refund Process Compared

The exact outcome depends on the product, seller, reason for return, payment method and whether the item meets the platform's return requirements.

What You Should NOT Do

❌ Don't throw away the packaging

You may need it for the return.

❌ Don't wait until the return window expires

Seven days can pass quickly.

❌ Don't send the item to an address from an unofficial WhatsApp message

Use the platform's official return instructions.

❌ Don't remove important labels or accessories

Some returns require the product to meet specific conditions.

❌ Don't delete your order information

Keep your invoice, order number and payment evidence.

❌ Don't share your OTP or password

A legitimate refund should not require you to disclose your account password, OTP or PIN.

What If the Seller Says They Won't Refund You?

Don't rely only on a conversation with the seller.

Use the marketplace's official dispute or customer-support process.

For Jumia, its dispute system allows customers to raise issues where an item was not received, was damaged or significantly differed from what was promised.

For Konga, contact its official support channels and provide your order details and evidence.

What If Your Refund Is Delayed?

If the platform says your refund has already been processed:

First check:

1. Your Jumia Account or Konga order status

2. Your email for a refund confirmation

3. Your bank statement

Don't rely only on an SMS credit alert.

If the platform says the money has been sent but your bank hasn't reflected it, contact your bank with the refund reference/details.

For Jumia, its published guidance says a successful withdrawal should normally reflect within about an hour and recommends contacting the bank if it has not appeared after 24 hours.

Keep This Refund Checklist

Before contacting customer support, have these ready:

☑ Order number

☑ Product name

☑ Date delivered

☑ Payment receipt

☑ Photos/videos

☑ Screenshot of the original product listing

☑ Tracking/waybill number

☑ Return authorization

☑ Return tracking information

☑ Refund confirmation

This can make the process much easier.

Bottom Line

Getting a refund from Jumia or Konga is usually a process rather than a single button.

For Jumia:

Check eligibility → Report/raise return → Submit evidence → Return item if required → Verification → Refund → Withdraw/receive funds.

For Konga:

Report within 7 days → Submit evidence → Get return authorization → Return item → Track waybill → Product examination → Refund/replacement/exchange.

The most important thing is don't wait.

If an item is damaged, wrong, counterfeit or substantially different from what you ordered, document it immediately and start the official return process before the applicable deadline expires.