Refund policy
EJO reviews refund requests according to the order status, product type, product condition, payment method, seller confirmation, delivery status, and the evidence provided by the customer or vendor. Refund approval is not automatic; each request is checked before funds are returned.
Refund eligibility
A refund may be approved when an order is cancelled before fulfillment, a paid item is unavailable, the wrong item is delivered, the item arrives damaged or materially different from the listing, a return is approved after inspection, or a payment is captured but the order cannot be completed.
Non-refundable cases
Refunds may be refused for used or damaged products caused by the customer, missing accessories or packaging, hygiene-sensitive products after opening, expired return windows, custom or made-to-order products, digital goods already delivered, inaccurate customer address information, or any request that cannot be verified.
Review process
After a refund request is submitted, EJO or the vendor may ask for photos, videos, invoice details, delivery notes, payment proof, CliQ transfer reference, or other evidence. The product may need to be returned or inspected before approval.
Refund channels and timelines
Approved refunds are returned through the original payment channel when possible. Card refunds depend on the payment provider and issuing bank. CliQ and bank-transfer refunds require correct account details. Cash-on-delivery refunds may be processed to wallet, CliQ, bank transfer, or another supported channel. Wallet refunds are usually reflected faster after approval.
Partial refunds
EJO may approve a partial refund when only part of an order is affected, when a customer keeps an item with an agreed adjustment, when shipping or service fees are not refundable, or when discounts, coupons, wallet credit, loyalty points, or promotional rewards must be recalculated.
Damaged, missing, or wrong items
Customers should report damaged, missing, or wrong items as soon as possible after delivery. Clear photos, package images, product labels, and order number help EJO complete the review faster.
How to request a refund
Customers can submit a refund request from the account order page, contact EJO support, or use the available support channels. The request should include the order number, affected item, reason, preferred contact method, and supporting evidence.