Returns & Refunds
See how payments work on Jamble, when you get a refund and what to do if there is a problem with your order.
What you will learn
How payments work
When you get a refund
What to do if there is a problem with the product or the delivery
How and when the refund arrives
How payments work
You pay inside the app, by credit card or Pix
Jamble receives the payment and only releases the money to the seller after the order is completed
Your card details are not shared with the seller
When you get a refund
When you cancel a Loja (shop) purchase before the seller confirms it
When the seller cancels the sale
When the purchase is canceled automatically, for example if the seller does not ship within the deadline
When support reviews a problem with the order and decides on a refund
See more in Cancellations.
Problem with the product
If the product arrived damaged, different from the listing, incomplete, or if you have doubts about its authenticity:
Contact support as soon as possible after you receive the product.
Go to Ajustes (Settings) > Contate o suporte (Contact support) > Ajuda com pedidos (Help with orders) and pick the order.
Tell us what happened and send photos or videos of the package and the product.
Our team reviews the case and may ask you and the seller for information. If a return is needed, support explains how to do it.
Withdraw from a purchase after you receive it
If you received the product and want to withdraw from the purchase, contact support. Your request is reviewed according to the Terms of Use.
Problem with the delivery
Contact support if:
Tracking does not update for a long time
The order shows as Entregue (Delivered), but you did not receive it
The package goes back to the seller
If you notice that the shipping address is wrong, contact the seller and support as soon as possible, ideally before the package is shipped.
How the refund arrives
The refund goes back to the same payment method used for the purchase
It usually takes up to 5 business days, depending on your bank or card
On a credit card, the amount shows as a reversal on your statement, according to your bank
If you used a coupon for the purchase, it goes back to your balance
Key tips
Check the product as soon as it arrives and, if there is a problem, contact support before you confirm the order
Keep the packaging and take photos of the package and the product if something looks wrong
Check your address before you pay
Frequently asked questions
My refund has not shown up yet. What do I do? Check the statement of the account or card used for the purchase. The timing depends on your bank. If it takes longer, contact support.
Can I get the refund to a different payment method? The refund always goes back to the payment method used for the purchase.
Can the seller pay me back directly? Payments and refunds are always made through the app, for your safety. Do not make payments outside Jamble.
Need help?
Talk to us through the in-app chat.