Thank you for shopping at Jumbo!

We value the trust you (“you" or “your”) place in Zumbo Innovations Private Limited ("Company," "we," "us," or "our") by accessing and using our Platform https://joinjumbo.com/ (“Website”), our mobile application “Jumbo” (“App”) and our Services or any other websites, applications and services we offer from time to time by or in connection therewith (collectively called as the “Platform”). Our goal is to provide you with good-quality products and services that exceed your expectations. Sometimes, however, when your order arrives, you may realize that the product isn’t exactly what you expected. Understanding the significance of fair returns, refunds, and cancellations, this Return, Refund, and Cancellation Policy ("Policy") is designed to streamline the process for product returns and cancellations on our Platform.

Please note that this Policy applies exclusively to products purchased from our Platform and should be subject to the terms and conditions outlined in this Policy along with the Delivery and Shipping Policy, Terms of Service, Privacy Policy, and Game Rules.

RETURNS AND REPLACEMENTS:

1. Can I return a product that I purchased?

All items are non-returnable. We do not offer returns unless explicitly communicated by our customer support team under exceptional circumstances. If you believe your case qualifies for a return, please contact our support team for further assistance.

2. What are the items that can/cannot be returned or replaced?

Unless explicitly stated otherwise on the product detail page, all items are non-returnable. We recommend that you carefully review product descriptions and details before making your purchase. In the case of physical goods, we make every effort to ensure quality and accuracy, but once an order is confirmed and shipped, it generally cannot be returned.

For products like digital downloads, software, or e-vouchers, these items are non-returnable upon delivery. Once the transaction is complete, we consider the product delivered, and it is your responsibility to ensure it meets your needs before purchase. Issues with digital delivery will be addressed on a case-by-case basis but do not constitute grounds for automatic return or replacement.

For items such as e-vouchers, discount codes, digital subscriptions, or gift cards (e.g., for online streaming services or retail platforms), returns, cancellations, and replacements are not applicable. We do not handle issues related to the fulfillment of services or products linked to these items, such as the use or application of a voucher at a vendor’s store. For example, if you purchase an e-voucher for a food delivery service like Uber Eats or a subscription code for an online learning platform, and experience difficulties redeeming the code or using the service, we are not responsible for issues such as expired codes, technical failures on the vendor's platform, or dissatisfaction with the service provided. Please refer directly to the service provider’s customer support or the specific vendor’s terms and conditions for resolution.

However, in case where the product delivered is defective, damaged, incorrect, or missing details, we may review the situation and, on a case-by-case basis, offer a return or replacement. Please contact our support team within a reasonable time to resolve such issues.

Please note that in case you return or replace any electronic product, ensure that such product does not have any personal data. It is your responsibility to delete all personal data before returning the item. We are not liable for any misuse or issues arising from personal data left on the device.

3. What qualifies as a damaged/defective/wrong product?

Products shall be considered to be damaged / defective / wrong in the following cases:

• The product seal is broken and/or there is a leakage;

• The product arrived with missing components or specifications;

• The product arrived in a different quantity / size than what was ordered;

• The product arrived in a different material than what was ordered;

• The item does not match the product description;

• The entire product is missing from the box even if the box is not tampered with; or

• The shipping box is damaged or tampered with.

  
  

4.  Can I request a replacement for the products?

Generally, replacements are not permitted unless the item is defective or damaged upon arrival. If you receive a defective product, please contact our customer support team immediately with photos and videos of the issue, including the unopened packaging and shipping label, for assistance with a replacement or other resolution options.

5.  What happens if I want to return or replace a product after the specified window?

Unfortunately, once the return / replacement window has passed, we will not be able to process any return or replacement requests.

6. What should I do if my order arrives damaged, incorrect or empty?

If you receive a damaged order, an incorrect product, or an empty package, please take clear photos of both the item (if applicable) and its packaging. It is also mandatory to record a video of the unopened package, ensuring the shipping label is clearly visible. Send the video, photos, and your order details to our customer support team. Kindly note that we cannot process any refund or return requests without this video evidence.

7. Can I return or request a replacement if the quality is not up to my expectations?

We do not accept returns or replacements based on subjective reasons, such as dissatisfaction with the quality of the product. Returns, replacements, or refunds are only applicable for damaged, defective, or incorrect items, as per the terms and conditions outlined in this Policy. Please note that dissatisfaction with the quality of a product is not a valid reason for a return or refund.

REFUNDS:

1. When will I receive my refund?

Refunds will be processed in the form of Shopping Credits within seven (7) working days from the receipt of the cancellation request (before delivery) or after the product is picked up from you (after delivery). Please note that you can use the Shopping Credits credited to your account for future purchases or gameplay. It may take a few additional days for the updated balance to reflect in your account.

2. Are there any conditions for receiving a refund?

Refunds will only be issued if:

• The product is returned in original condition (unopened, unused, and with original packaging, tags, user manual, warranty card, and accessories).

• The product is returned in the same condition it was delivered.

Refunds may be denied if the product:

• It was damaged while in your possession.

• It is not returned in the same condition as it was received.

• It is different from what was shipped

  
  

3. What if my refund is not processed?

Refunds are typically processed within seven (7) business days from the date of request or pickup, depending on the case. In case there is no response or update on your return request, you can reach out to us company@joinjumbo.com.