Refunds and Returns

Refunds

Refunds are generally accepted within 30 days of item delivery. Suppliers may specify their own refund and return terms for their store and/or specific products. If suppliers specify their own refund and returns policy, the supplier policy takes precedent over Njalo’s standard policy. When you return an item, your refund amount and refund method may vary. Check the payment method refunded and the status of your refund in Your Account.

Note: All returns are processed directly with the supplier, Njalo takes no ownership of item at any time during refund or exchange process.

Check the status of your refund, send a note to the supplier for an update or open a support ticket related to the transaction in your account dashboard.

How Long Do Refunds Take After I Return an Item?

A refund will be provided after we have confirmed processing with your third-party seller facilities. It can take up to 30 days for us to receive and process your return. In certain circumstances refund time frames may be longer.

We issue the refund to the original payment processer, and it may take additional time for your financial institution to process the refund. See below Refund Times.

Advanced Refunds/Replacements/Exchanges

Sometimes, we issue a refund or ship a replacement/exchange to you prior to receiving the return item.

Advanced Refund

In some cases, as soon as the item is dropped off by you or received by the carrier, a refund will be issued, in advance of receipt and processing of the item at seller facilities, to your payment method or as Njalomarket.com Gift Card balance.

Advanced Replacement/Exchange

If you see an option in Njalo account to initiate a replacement/exchange of your original item, follow the instructions to return the item and request a replacement/exchange. If the replacement/exchange order is immediately shipped to you, you’ll need to return your original item(s) by the “Return by” date referred to in your return request confirmation email or you will be charged for the replacement/exchange.

Possible charges after advanced refunds/replacements/exchanges

After you complete a drop off or pick up of return item(s), it may take some time for the item(s) to be transported to a third-party seller. Once the item(s) are received, the item(s) will be verified and inspected against the expected product(s) and quantity in your return request. If the seller does not receive the expected product(s) and quantity as submitted by you in your return request, or if the item(s) are not in original condition or missing parts/accessories/manuals, you will be charged for the previously refunded amount (or for the previously shipped replacement/exchange order). If the charge is unsuccessful, you will be prompted to complete payment before initiating another return request.

To avoid being charged, take the following actions:

• Only initiate return requests for items in their original condition
• If applicable, apply the correct mailing label.
• Drop off or pickup each item you’re returning at an eligible location.

If after completing a drop off or pick up you receive an email from us asking you to return an item or items or indicating you have been charged for the item(s), the charge will be refunded after the seller receives and processes the item(s) and verifies the expected product(s) in your return request.

Refund Times

Once we issue your refund, it takes additional time for your financial institution to make funds available in your account.

Note:

• If you no longer have the physical pre-paid credit card, we still store the card within your account. You can use the card toward future purchases.

Gift Returns

The type of refund or credit a gift recipient receives depends on how the giver purchased the gift and how the recipient returns the gift.

Partial Refunds

Please note that refunds will be reduced for returned items, such as for signs of customer use or damage, or missing parts, accessories, or manuals.

*For most items, the return window is 30 days after delivery. 

Note: For customers in CT, MD, NV, PA, VA, WV, and WI, tax on restocking fees may apply to return items shipped and sold by Njalomarket.com.

Refund Declines

Our refund to your selected refund method may be declined if, for example, your selected refund payment method is associated with an account which is closed, or your selected card has expired or been replaced by a new card since the order was placed. If this occurs, we issue a refund to your Njalo account balance. You can contact our Customer Service if you would like the refund to be issued to a different payment method.