Returns & Cancellation
FAST SHIPPING & EASY RETURNS
Our goal is to get your trampoline or accessory to your door as quickly as possible!
Order today and feel confident that you will receive your order quickly and easily. We ship directly from the manufacturer instead of first routing it through our office, which saves you time and money.
Change of heart returns are permitted per the following
- 30 days returns policy
- You (the buyer) will be responsible for all shipping charges, including return shipping and a manufacturer's 20% restocking fees, as well as 3.5% credit card processing fee, or 5.9% if it's through Shopify installments, as this is the non-refundable fee charged to us.
- All merchandise must be in its original packaging, unused, and resalable
- Always contact customer service before returning an item
- Shipping must be provided by the customer and is not refundable
We will refund the original purchase price minus shipping costs, as well as any manufacturer-specific restocking fee. Customer is responsible for return shipping, but we will be glad to help with any logistics.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must be in the original packaging and in salable condition and have all the original manuals, warranty cards, and accessories.
Are Credit Card or Shoppay Installment Fees Refundable?
No, they are not. If you cancel an order that we have processed and / or shipped, credit card or Shopify Installment processing fees will be deducted from your refund.
- 2.9% for credit or debit cards
- 5.9% for Shopify Installment plans
Your card or Shopify Installment charge us these non-refundable fees, which we simply pass onto you should you decide to cancel an order.
If your order is cancelled while in transit, it will be handled as a return per above policy.
FOR YOUR SECURITY: IN ORDER TO REMAIN IN COMPLIANCE WITH PAYPAL AND OTHER CREDIT CARD PORTAL POLICIES, DELIVERY ADDRESS CHANGES ARE NOT PERMITTED ONCE AN ITEM HAS ALREADY SHIPPED. ANY RETURNS THIS MAY CAUSE WILL BE TREATED AS A REGULAR RETURN PER OUR RETURN POLICY.
All products are covered by the manufacturer's full warranty. Please see product page for more information on a product's specific warranty.
HOW TO RETURN
- Please send an email to email@example.com with your original order number, products(s) to be returned, reason for the return and your name.
- A RA (Return Authorization) number will be sent to you via email with directions on returning your order. Unauthorized returns cannot be accepted.
- Returns must be made within 30 days of your purchase date.
- If asked by the post office, we recommend you purchase insurance when shipping the item back, just in case. BouncyTrampolines cannot be held liable for lost or damaged returned items.
- Email your return tracking number to firstname.lastname@example.org so that we can track the return, and save this information for your own reference as proof of pickup/delivery. Once the item is received and inspected at the manufacturer’s warehouse, we will issue credit. An email confirmation will be sent to you once your refund has been processed.
Although we offer free shipping, please remember that you will be responsible for paying for your own shipping costs when returning your item. Shipping costs to you are non-refundable. If you receive a refund, the actual cost of return shipping will be deducted from your refund. This also applies for items that are marked with "free shipping". You will be provided with a copy of the shipping invoice as a proof for the deducted shipping cost. Please use a trackable shipping service for all returns.
Other than a return or exchange due to an error on our part, we cannot refund shipping and handling charges. Credits will be issued to method of payment used for the original purchase.
There is often a 1-2 business day processing time before a refund is posted to your account.
IMPORTANT: BouncyTrampolines is dedicated to providing high quality images and measurements to assist you in choosing your products. Image quality may vary depending on your monitor color settings. At times, measurements are rounded off, and occasionally vary slightly from the description. You may contact us via email or phone for precise colors and dimensions of our products.
NEED TO EXCHANGE A PART/ ITEM?
We only replace items if they are defective or damaged. If you need to exchange any product, send us an email at email@example.com.
NEVER REFUSE A DELIVERY
All deliveries refused by customers will be subject to the same terms and conditions of our return policy. We want the best buying experience for our customers and we ask that you please accept the package and contact our customer service center so we may address any concerns that you may have.
Please check the packaging of your item(s) PRIOR to signing for delivery. If you notice any damage or missing parts, WRITE IT on the delivery bill as proof that the item looks damaged, then notify us immediately. We will make an effort to help you obtain the necessary replacements ASAP at no extra cost.
In case of damaged packages or missing boxes:
- Write “Package Damaged” when you sign for delivery on the delivery bill (also known as a bill of lading). Please take photographs and send them via email to firstname.lastname@example.org. This helps ensure a quick and easy exchange process.
- For items that look significantly damaged, you may refuse delivery and write “Refused Damage” on the paperwork. This will be returned to us and we will send you a new one. Notify us at once about any refused deliveries so that we may anticipate the return shipment.
- For accepted items with damage or missing parts, do not discard the packaging. Contact us ASAP with photos and we will ship the replacement parts zero charge.
- Most carriers only let us file freight claims within 48 hours of delivery, so do not delay. If we cannot replace parts, we will have the carrier pick up the item and send a replacement. Again, all returned products should be in the original packaging.
- Any concealed damage, meaning the box looks okay but the item within is damaged, MUST be reported within 48 hours. PLEASE DO NOT DISCARD THE BOX/PACKAGING as the manufacturer will require pictures of the concealed damage, as well as the box. It is hereby understood that discarding the box or the item within will immediately nullify any claim of insurance.
BouncyTrampolines and its manufacturers/suppliers reserve the right to first fix your product with a replacement part. Most transit damage can be fixed with a simple replacement part.
PLEASE NOTE DAMAGES OR ISSUES MAY REQUIRE TROUBLESHOOTING FROM THE MANUFACTURER. WE ARE UNABLE TO PROCESS REFUNDS IF YOU ARE NOT WILLING TO PROVIDE MULTIPLE PHOTOGRAPHS OF THE ISSUE IN A TIMELY MANNER, OR ALLOW US TO TROUBLESHOOT ISSUES FIRST.
If you decide you do not want parts or a replacement unit, the product can be returned under our Return Policy. If we made an error and it cannot be remedied, we will arrange the return of the item to us.
If you cancel an in-stock order--after you have agreed to our terms via email and we have processed your order for shipment--there will be a 3.5% credit card processing fee, or 5.9% if it's through Shopify installments, as this is the non-refundable fee charged to us.
BLANKET POLICY DISCLAIMER
For any policy omission or clarification, the individual manufacturer policy will apply without exception. As policies are multi-faceted and constantly evolve, customer (you) and retailer (us) agree to defer to the manufacturer's shipping & returns policy in these instances.