Return and Refund Policy

This Return and Refund Policy forms part of, and should be read together with, our Terms and Conditions.

If you need to return your order within 30 days of the purchase date, our team is here to help. This policy applies to new and unused products. For assistance with damaged items or warranty-related issues, please refer to the Warranty section of our Terms and Conditions, and to the Transit Damage section of our Shipping Policy.

Please read the following carefully to understand your UK statutory rights, our extended return policy, and how to ensure you receive the maximum possible refund.

1. Statutory Right to Cancel (Within 14 Days)

Under the Consumer Contracts Regulations, you have the legal right to cancel your order and return the goods for any reason (including a change of mind or ordering the wrong size) within 14 days of receiving your delivery.

Key conditions for 14-day statutory returns:

Return shipping costs: you are responsible for the direct cost of returning the goods to us. Trampolines are heavy, multi-box freight items, so return shipping costs can be substantial — we strongly advise measuring your garden area carefully before completing your purchase.
Outbound shipping: we will refund the basic outbound delivery cost you paid when placing the order.
Deductions for handling: you are welcome to inspect the goods at home to establish their nature, characteristics and functioning — just as you could inspect a display model in a shop. However, because you could not unpack, assemble, build or use a new trampoline in a shop, doing so at home goes significantly beyond a standard inspection. If the goods are returned with a loss in value due to handling beyond what is necessary to inspect them, we are entitled to make a proportionate deduction from your refund reflecting that loss in value (see Section 4).

2. Jumpflex 30-Day Extended Return Period (Change of Mind)

In addition to your statutory rights, we offer a 30-day extended return period, measured from the date of purchase. If you miss the 14-day statutory window, you can still return your order up to 30 days from the purchase date, subject to the following conditions:

Condition: returned items must be in completely as-new, resellable condition with all original packaging (internal and external), parts, tools and manuals uncompromised and included.
Restocking fee: a standard 15% restocking fee will be deducted from your refund.
Shipping fees: original outbound shipping fees will not be refunded, and you are responsible for arranging and covering return shipping.

Please note: the statutory 14-day period runs from delivery, while this extended period runs from the purchase date, so the exact amount of extra time depends on how long delivery took. In practice, because most orders are delivered within a few days, this 30-day window still gives you meaningfully longer than the statutory 14 days to change your mind.

3. Exceptions

Damaged or faulty goods: please don't start a standard return for manufacturing defects or transit damage — there's usually a quicker, easier fix. Contact us at hello@jumpflex.co.uk and our team will review it and find the best solution for you, whether that's replacement parts, a repair or a replacement, with shipping covered by us. We'd much rather sort it out for you than have you pack and send heavy boxes back, so please get in touch first and let us help.
Used or worn goods (change of mind): we can't accept a change-of-mind return of goods that show signs of use, wear or weather exposure, as they can no longer be sold as new. This doesn't affect your rights if the goods are faulty — see above.

4. Handling, Condition and Deductions

You are welcome to open the box and inspect the product to check its nature and that all components are present, just as you could in a shop. Opening the box to inspect the product will not, by itself, reduce your refund. Please inspect carefully and purposefully — check only what you need to, then return all parts to their original boxes. Where your order arrives in several boxes, you usually only need to open one to check the nature and quality of the goods, so we recommend opening just one box and leaving the others sealed. Our products are tightly packed and secured for transport, so take care when opening them and keep all original packaging and fixings.

However, assembling, using, or exposing the product to weather goes beyond what is needed to inspect it. If a returned product has lost value because it has been handled, assembled, used, or exposed to the elements beyond what is necessary to inspect it, we may deduct an amount reflecting that loss in value. Where such handling means the product can no longer be sold as new, this deduction may be up to the full price you paid.

Before any returned item can be resold, we are required to open and check it for safety and completeness — confirming that the manuals, warning labels and all components are present and in the correct condition. If you have taped or sealed a box for return (as we ask, for safe transit), we will re-open it to carry out this check, and we will not charge you for re-sealing a box as instructed. However, if a box can no longer be reused as new — for example it has been cut, over-taped or damaged so that it must be replaced — the cost of replacement packaging and the labour to repackage may be deducted, as set out below.

We will assess the condition of returned goods on receipt. Deductions reflect the actual loss in value and any costs reasonably incurred as a result, which may include:

freight and handling;
replacement packaging where original packaging is damaged or discarded (new boxes, protective materials and the labour to repackage);
replacing missing instructions, manuals, tools or hardware; and
administration and processing.

This Section 4 applies to all returns, except where it would contradict your 14-day statutory rights — in which case your statutory rights always prevail. For returns requested outside your statutory or extended return windows, Jumpflex reserves the right to decline the return at management's discretion.

5. Repacking and Carrier Collection

For your return to be collected safely, all components — particularly heavy items — must be repacked in their original boxes and each box securely closed. Our boxes are sealed and strapped by machine for their first journey; we do not expect you to replace that strapping, but because the contents are heavy you do need to re-seal and reinforce each box so it stays closed and holds together in transit. We recommend strong, heavy-duty packing tape applied along every seam and opening and wrapped right around the box (plus additional straps if you have them). The freight carriers operate strictly to set box dimensions and weight limits and will refuse to collect items that are not securely closed and packed in suitable boxes.

You are responsible for the product during return transit. Please take reasonable care to secure each box as above: if a box opens or the product is damaged in transit because it was not adequately secured, that loss in value will be your responsibility and will affect your refund (see Section 4). For this reason we recommend keeping all original packaging for at least 30 days after delivery.

We also recommend taking a few clear photos of each box before and after you secure it, showing its condition and how it has been packed. This protects you as much as us — it helps establish the condition the goods were in when they left you and whether they were adequately secured, should any question arise.

6. Bundle or Promotional Returns

If you are returning part of a bundle or a promotional order, your refund will be calculated based on the full retail price (RRP) of the items you choose to keep. Any "free" or "discounted" items not returned will be deducted from the refund at their individual RRP.

7. How to Initiate a Return

Contact us: email hello@jumpflex.co.uk or call +44 808 196 1138 with your order number, the name the order was purchased under, and the reason for the return.
Provide photos: to help us authorise your return quickly, we may ask for clear photographs of the unopened boxes and/or the current condition of the product.
Review: please wait for our Customer Support team to review your request before sending anything back, as unauthorised returns may not be accepted at the warehouse.
Labelling: clearly label each package on the outside with the return address we give you and your original order number, and attach the carrier's shipping labels, so we can match your return to your order on arrival. Make sure each package also includes all instructions and parts.
Dispatch: book the carrier collection or drop-off to return the items to our warehouse, packed as set out in Section 5 and using proper team-lifting techniques.

8. Processing Timelines & Refund Method

Review: it may take our team up to 7 working days to review your initial return request.
Transit: return shipping may take 5–15 working days (or longer during peak periods) to reach our warehouse.
Inspection & refund: refunds are processed once our warehouse team has received and assessed the returned items. All refunds are issued to the original payment method used at purchase. Once approved, refunds can take up to 7 working days to appear in your account.

9. Tracking and Risk of Loss

Because these are high-value items, we strongly recommend using a tracked and insured shipping service. Risk of loss during return transit sits with you until the item has been received and inspected at our warehouse.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations.