Returns and Exchanges

How do I return or exchange my order?

You can return or exchange any unused item within 30 days of dispatch for a refund or credit. All items must be returned in their original packaging, with all parts, fixings and instruction manuals.

To initiate a return or exchange, please email our Customer Service Team at and provide your original order or invoice number. If your order is eligible for a return or exchange, we will email you a Returns Form, which must be included with the returned items.

Please note that if the exchange order is of a higher value, you will need to pay the difference before the exchange order is dispatched. If the exchange order is of a lower value, the difference will be refunded.

 

Will I have to organise and pay for return shipping?

Bouncepad does not cover the shipping costs for returning unwanted items, but we are happy to arrange this for you. Costs will depend on the collection location. Please contact us for more information.

 

Where do I need to return my items to?

The return address for your unwanted and unused item depends on your return location.

-          Returns from the EU must be sent to our warehouse in the Netherlands.

-          Returns from the UK must be sent to our warehouse in the UK.

-          Returns from Canada and the US must be sent to our warehouse in the UK. We understand this is inconvenient, so we offer subsidised return shipping rates. Please contact us for more details.

-          Returns from all other countries must be sent to our warehouse in the UK.

 

How long does it take to receive a refund?

All returned items are quality-checked upon receipt to ensure they are unused and in a resaleable condition. If the product passes the quality-check, we will process the refund or credit. This process typically takes 5 working days from the date we receive the return, but may take up to 10 working days during busy periods.

If an item is returned in an unsuitable condition, we reserve the right to decline a refund or credit. If part of the return is reusable, we may offer a partial refund or credit. Alternatively, if you would like the items returned to you, we will ask you to cover the re-delivery cost.

Please note that Branding Boards, products with Faceplate Branding, custom modifications, or custom finishes are not eligible for a refund. Shipping charges are also non-refundable.

 

What should I do if I lost the keys or I need to order an extra set?

We log the key number for every order, so if you lose your key, we can provide a replacement. Please email our Customer Service Team with your order or invoice number, and we will assist you in ordering a new set of keys.

 

Can I get replacement parts?

If you need to order any spare parts, such as the rubber corner pieces, please contact our Customer Service Team, describing as best you can the spare parts you require. Providing your original order or invoice number will be very helpful.

 

I'm missing or received an incorrect item from my order, what do I do?

If an item is missing, please contact our Customer Service Team, providing the order or invoice number the missing item's name or SKU code. We will resolve the issue for you as quickly as we can.

 

What do I do if I receive a faulty item in my order?

Products sold by Bouncepad are covered by a warranty, as detailed below:

  • For Bouncepad products purchased before 1st April 2024: A 12-month warranty from the date of dispatch.

  • For Bouncepad products purchased from 1st April 2024: A 36-month warranty from the date of dispatch.

  • For all third-party products: A 12-month warranty from the date of dispatch.

In the unlikely event that you experience an issue with one of our products during the warranty period, we will be happy to provide replacement parts, repair the item, or offer a replacement. We will also arrange and cover all shipping costs associated with the warranty claim.

To start the process please contact our Customer Service Team, providing the order or invoice number and a brief description of the fault. Photos or videos of the fault would also be very useful and will help speed up the process.

 

Can I cancel or amend my order once I've paid?

Please contact our Customer Service Team as soon as possible and we will do our best to accommodate your request.