You now have three months to ask for replacement or refund on any Substandard products bought in Jumia.
The free guarantee is on products valued above Sh1,500 on the platform.
In a bid to enhance customer confidence in online shopping, the company will take direct responsibility for any unsatisfactory products, and offer customers an immediate replacement or refund.
While the guarantee will be free to customers & benefits vendors on the platform, selling conditions are expected to get stricter. Vendors will increasingly be barred or fined upto Sh25,000 if they sell sub-standard products on the platform.
The guarantee will cover products with manufacturing defects, dead on arrival, counterfeit or wrong items delivered. It however excludes consumer goods, beauty & fashion items and low cost items below Sh1,500.
The move is meant to ensure comprehensive customer protection for products purchased on Jumia.
While the Guarantee will be free to customers & benefits vendors on the platform, selling conditions are expected to get stricter. Vendors will increasingly be barred or fined upto Sh25,000 if they sell sub-standard products on the platform.
It is in addition to existing warranties offered by manufacturers and Jumias free 7-day return policy, allowing customers to return products to Jumia (in a re-saleable, sealed condition).
“When buying from most offline retailers, customers are redirected to the manufacturer’s service center for after sale service; a process which is tedious and time consuming for customers. With the Jumia Guarantee, Jumia collects the item, does a quality check & makes an immediate decision,” Jumia Managing director Sam Chappatte said during the Jumia Anniversary celebration for vendors at Pride Inn Hotel.
He attributed the move to an ongoing campaign to improve trust in online shopping, which is supporting the rapid growth of the e-commerce industry in Kenya, currently valued at Sh4.3 billion.
The announcement comes ahead of the “Jumia Anniversary” campaign celebrating 6 years of operations.
The campaign will feature over 1.5 million deals for customers at up to 60 per cent off from July 16th till 29th July.