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

Refund period and rules

• A customer can request a refund within the customer guarantee period.
• A customer can request a refund due to a non-delivery reason within 15 days after the customer guarantee period if he or she has not received a product.
• A customer can request a refund after the customer guarantee period if he or she pays for returning a parcel.
• A customer can request a refund if a product costs more than $50 and is not trackable within 20 days.
• Joom may issue refunds at any time if we learn that a product's or order's shipping violated the platform rules. For example, providing misleading information about the product, selling IP-infringing or prohibited products, using fake or duplicate tracking numbers. In such cases, Joom can proceed with the refund without the buyer's prior request.

Refund process

We care about our merchants' rights; therefore, we handle refund situations with customers quite strictly. If a customer requests a refund, he or she first has to prove the existence of the problem. Depending on the seriousness of the issue, our operator decides how much to refund and whether to ask customers to return products. 

If a customer expresses the wish to send a product back to a merchant due to bad quality, the product will be delivered to one of the warehouses in Europe or Hong Kong and disposed of there. The refund will be handled by the customer support team.

Refund procedure

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 are traceable to the destination country post office or courier collection office and the consignee information is accurate, we will suggest that the customers go to the post office or the collection point. If the parcel information contains errors, or it is detained or destroyed by customs, or it has been returned to a merchant, Joom will issue a refund.

If a merchant believes that a customer described the unsuccessful arrival incorrectly, he or she can also provide the post office signature document to appeal.

The list of refund reasons due to the product's non-delivery includes: 

Note: The non-delivery compensation amount for ordinary orders is calculated after deducting the discount amount; the non-delivery compensation amount of the calculation for bloggers' orders doesn’t deduct the influencer program amount.

Product quality refunds

If the problem prevents a product from working normally, we will give a customer a refund without requesting the product’s return or destruction.

• For orders below $20*, we don't provide merchants with proof from customers.

• For orders above $20*, Joom provides proof from customers upon the merchant's request.

*The sum refers to merchant revenue.

As different regions have different laws, our refund policy also differs depending on the region. The customer guarantee period on the platform for most of the countries is 30 days. For Germany, it is 365 days; for Austria and Switzerland, it is 730 days; and for Sweden, it is 3 years.

When the platform guarantee period is over, Joom can still issue a refund within the guarantee period established by the legislation of a customer’s country. Also, Joom may let a customer contact the merchant directly.

Note: The platform places extra emphasis on the quality of products, and products with poor quality will be banned. If a fulfilled online order was refunded due to product quality, the shipping fee will be withdrawn from the merchant.

The list of refund reasons due to the product quality includes: 

Note: Refunds due to the product quality have an impact on the Quality Refund Rate and Orders Over $10 Quality Refund Rate.

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 check for refunded orders?

1. Go to the Orders page in the Merchant Panel.
2. Use the filters Status > Refunded or Refunded by Joom.  
   - Orders with the Refunded status are the ones that are covered by a merchant. To check the reason for a refund, open to the Orders details page by clicking order ID.
   - Orders with the Refunded by Joom status are the ones that are covered by Joom.

3. Select the order and check the refund details.

Tips to prevent refunds from happening