To request a return:

1. Log into your OWHOLS account
2. Select Account in the upper right hand menu
3. Select Orders
4. Find the item you would like to return and copy The Order Number
5. Select the number of items you wish to return, the reason of the return and give us more details to help us identify the issue with the product
6. Select your preferred refund method
7. Select your preferred return method (pick up from your address or drop off at a pick up station)
8. Check your information and submit your return request on our WhatsApp Channel

If your return request meets the eligibility conditions, it will be approved. Otherwise our Quality Check Team will have to decline your claim following a thorough inspection. For example, you may have returned the item without its original packaging, or an unsealed product (such as fans and lights) has been returned but does not present any functionality issues following a check by our specialized team.

Once your return request has been submitted, it will generally be processed as follows:

1. The item you wish to return will be collected by OWHOLS according to the return method you have chosen: Either picked up by our delivery associate or to be dropped off at the chosen OWHOLS station by our team

2. Once collected, the item is verified by our Quality Check Team to validate your return claim and ensure the return conditions (including the state of packaging, conformity with the product description, etc.) have been met. If your return request is declined, you will receive a communication to that effect, and your item will be returned to your initial delivery address.

3. If your return request is validated, our refund timelines will be as follows:

• If you paid with Cash, the refund will be issued to your bank account details provided when creating within 24 hours.  It may take up to 2 – 5 business days for your bank to credit the refund amount to your account.
• If you paid via bank card, you’ll receive the refund back to your bank card within 24 hours. it may take up to 3 – 7 business days for your bank to credit the refund amount to your account.
• If you have chosen a voucher as your refund method, your refund voucher will be processed immediately and you will receive an e-mail with your voucher code.

Note: You will receive regular updates via email/SMS advising you of the status of your request’ change it to You will receive regular updates via email, push notification, and App Inbox advising you of the status of your request.

Please ensure you tell our return team on WhatsApp Which method of return you choose to use“I want OWHOLS to collect this item” (otherwise, you are required to drop the item at the selected Jumia station within 8 days). If yes, please note the Pick-up attempt will be made within 1 business day following the return request creation.

No. You cannot change your selected refund option

Sorry to hear about this. We ensure all refunds are issued in accordance with the amount paid at the time of order placement. Kindly contact us on WhatsApp to investigate the case and provide adequate resolution