Return & Refund Policy

Learn about our return process and refund conditions.

Last Updated: October 30, 2026

Thank you for shopping at Jebo Express! We want you to shop with confidence. Since we are a multivendor marketplace, individual sellers have their own storefronts, but all transactions are backed by our Marketplace Trust & Fair Return Standards.

Below, you will find how we keep returns and refunds straightforward, consistent, and secure.

1. The Standard Return Window

You have 14 calendar days from the date of delivery to request a return for most items on Jebo Express.

Change of Mind: For most products, you must initiate the return within this 14-day window.
Damaged, Defective, or Wrong Items: If your order arrives damaged, incorrect, or missing parts, please notify us and the seller within 48 hours of delivery, attaching clear photos of the issues to your claim.

2. Return Eligibility & Condition

To be eligible for a return and refund, the item must be returned to the seller in the exact condition you received it:

It must be unworn, unwashed, unused, and undamaged.
All original labels, price tags, and security seals must remain attached.
Items must be in their original packaging. (Please do not apply shipping tape directly to product retail boxes like shoe or device boxes; use an outer shipping carton).
A valid proof of purchase (such as your Jebo Express Order Number or purchase receipt) is required.

3. Non-Returnable & Final Sale Items

Due to health, hygiene, safety, and licensing, some categories are excluded from change-of-mind returns:

Intimate Wear: Swimwear, undergarments, earrings, and personal grooming items (if unsealed).
Health & Beauty: Unsealed cosmetics, skincare, and fragrance products.
Perishable Items: Groceries, fresh food, and flowers.
Custom & Digital Products: Personalized orders, software licenses, and digital gift cards.
Items explicitly marked "Final Sale" or "Non-Returnable" on the product listing page.

4. Return Shipping Costs

Seller or Platform Error: If the item is defective, damaged, or incorrect, the vendor will provide a prepaid return method, or Jebo Express will cover the return shipping cost.
Customer Change of Mind: If you are returning an item due to change of mind (e.g., fit, styling choice, ordered by mistake), you will be responsible for the return shipping costs, or a standard return shipping fee will be deducted from your final refund.

5. Refund Processing Time

Once the return package is delivered to the vendor's warehouse or store, they must inspect it and update the status within 3 business days.

Approved Refunds: After inspecting and validating the returned item, your refund will be credited back to your original payment method (Mobile Money, Credit/Debit Card, or Store Credit).
Processing Delay: Please allow 5 to 10 business days for the refund to reflect in your account, depending on your financial institution or mobile carrier.

6. Steps to Request a Return

Log in to your Jebo Express Account and navigate to My Orders.
Find the order containing the item you wish to return and select "Request Return / Refund".
Choose your return reason, attach relevant photos (mandatory for damaged or incorrect items), and submit the request.
The vendor has 48 hours to authorize the return and provide return instructions.
Once approved, pack the item securely, attach the return label or authorization slip, and hand it over to the designated courier or drop-off point.

7. Jebo Express Resolution Guarantee (Arbitration)

Disagreements can occasionally happen on a multivendor marketplace. If a seller rejects a valid return request, declines a package sent back in proper condition, or fails to respond within 48 hours, you can escalate the dispute directly to Jebo Express Support.

Our team will review the case history, examine the evidence, and issue a final resolution within 7 business days to ensure fair treatment for both buyers and sellers.

Customer Support & Enquiries

Email: support@jeboexpress.com
Live Chat: Available via the web platform and mobile app