Lagos, Nigeria, March — As the global community commemorates World
Consumer Rights Day, Jumia Nigeria joined industry leaders, regulators,
and consumer advocates at the Lagos Marriott Hotel, Ikeja, for a
high-level panel session hosted by the Lagos State Consumer Protection
Agency (LASCOPA) on Tuesday, March 17, 2026.
Speaking during the session, Peters Afebuame, Group Head of Content and
Production at Jumia, highlighted Jumia’s comprehensive approach to
protecting consumers from counterfeit or adulterated products on its
marketplace, noting that the company has implemented structured checks
and technology-driven systems across the entire product lifecycle, from
seller onboarding to post-listing monitoring, to safeguard product
authenticity.
“Ensuring product authenticity on our platform requires a combination
of technology, policy enforcement, and continuous seller engagement,”
he stated. “At Jumia Nigeria, we have implemented a multi-layered
process that begins with rigorous seller onboarding and policy
agreements, followed by catalogue configuration controls, AI-driven
product attribute verification, and the use of global product
identification standards. These systems are reinforced by ongoing
quality moderation, brand protection mechanisms, and strict enforcement
actions, including product and seller delisting, ensuring that customers
can shop on our platform with confidence.”
Central to Jumia’s consumer protection framework is a rigorous seller
verification process designed to ensure marketplace integrity. Vendors
are required to provide proof of legal and regulatory compliance before
gaining access to the platform. This vetting process is reinforced by a
strict quality control system that monitors products listed on the
platform, backed by a zero-tolerance policy toward counterfeit or
substandard goods. Non-compliant sellers face penalties and permanent
delisting from the marketplace.
Transparency also remains a core priority in helping customers make
informed purchasing decisions. Product listings across the platform
feature clear specifications, verified descriptions, and detailed
images, enabling shoppers to understand exactly what they are purchasing
before completing a transaction. Recognising that digital literacy plays
a critical role in online safety, Jumia continues to invest in consumer
education initiatives through instructional “how-to” videos,
platform guides, and social media campaigns that equip Nigerian shoppers
with practical knowledge to navigate online shopping securely and
confidently.
To further strengthen transaction security, Jumia leverages its
proprietary payment solution, JumiaPay, which provides a secure and
encrypted payment infrastructure designed to protect customer financial
data. The company also adheres to internationally recognised data
protection standards such as the General Data Protection Regulation
(GDPR) and local regulatory frameworks established by the Nigeria Data
Protection Commission (NDPC), ensuring responsible handling and
protection of user information.
Beyond the point of purchase, Jumia reinforces consumer protection
through a customer-centric return and refund policy designed to ensure
seamless resolution when issues arise. A dedicated customer service team
also provides support through multiple channels, including phone and
social media, enabling swift response to consumer inquiries and
complaints.
As e-commerce continues to expand across Nigeria, Jumia reaffirmed its
commitment to building a marketplace that prioritises fairness,
transparency, and consumer safety. Through continuous investment in
technology, strong policy enforcement, and ongoing consumer engagement,
the company aims to strengthen trust and confidence in Nigeria’s
growing digital commerce ecosystem.
