How to Cancel JOOR

To cancel an order on the Joom platform, you need to follow these steps, as the process differs depending on whether the order has been paid for or not.

Before Checkout

If you have not yet paid for the items, they are still in your shopping cart. Here’s how to remove them:

• Go to the “Shopping Cart” section.
• Select the individual item you want to delete. You can also check the “Select All” box if you want to delete all items.
• Click “Delete Selected” to confirm the deletion.

After Payment

If you have already paid for the order, you can only cancel it within two hours of payment:

• Go to the “Orders” section and select the order you want to cancel.
• In the order details, select “Cancel Order”.
• Confirm your action and provide a reason for the cancellation. Note that if you cancel via the web version or the iOS mobile app, you do not need to specify a reason.

Important Notes

• Orders with the status “Sent” or “Confirmed” cannot be canceled.
• After canceling a paid but not shipped order, the money will be refunded to your bank card or e-wallet within 1-2 weeks.
• If you have received the product but want to return it, you can do so within 30 days of receiving the parcel, and the money will be returned to the card from which you paid within 14 days.

Contacting Support

If you encounter any issues or need further assistance, you cannot contact the seller directly. Instead:

• Go to the support section.
• Select a question category or choose “Ask your own question” if your issue is not listed.
• Enter your name, email address, and describe your problem. You can also attach files if necessary.
• The technical support service will contact the seller and help resolve the dispute based on Joom’s marketplace policy.