In a bid to enhance customer confidence in online shopping, online retailer Jumia Kenya has announced a free, 3-month guarantee on products valued above Kes 1,500 on the platform.
The company will take direct responsibility for any unsatisfactory products, and offer customers an immediate replacement or refund. 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 Kes 1,500.
“The Jumia Guarantee is a strong signal of our confidence in the quality of products sold on our platform. Customers will benefit from a free 3-month guarantee on the vast majority of products, in addition to existing warranties offered by manufacturers,” said Jumia MD Sam Chappatte, during the Jumia Anniversary celebration for vendors at Pride Inn Hotel.
There have been complaints by many customers regarding the goods delivered by the e-commerce companies as they are always different from what the customers had booked online.
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Jumia Kenya will, however, continue to offer a free 7-day return policy, allowing customers to return products to Jumia (in a re-saleable, sealed condition).
While Jumia 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 if they sell sub-standard products on the platform.
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% off from July 16th till 29th July.
This comes at a time when there is stiff completion in the e-commerce industry in Kenya with other players being Kilimall and P promos (formerly Rupus).
Jumia opened shop in Kenya in March 2013 and its platforms include Jumia market Jumia food, Jumia travel, Jumia deals and Jumia house.