Returns and Exchanges

How do I return my order?

You can return any unused item within 30 days of purchase for a refund or credit. All items must be returned in their original condition including its packaging, parts and instruction manuals.

To start the return process, please email our Customer Care team at orders@bouncepad.com and provide your order or invoice number. Providing your order is eligible for return we will email you a Returns Form which you will need to pack with the return items. 

Bouncepad will not cover the shipping costs to return the item but are happy to arrange this for you, costs will depend on the collection location. Please note that all returns need to be shipped to our London HQ.

All returned items are inspected on receipt to ensure they are in an un- used and re-saleable condition. If the product passes the quality check the refund or credit will be processed. Please note that shipping charges will not be refunded.

If the item is returned to us in an unsuitable condition, we reserve the right to not provide a refund or credit. If you want the items returned to you, we will request that you cover the delivery cost. Please note that Branding Boards and any product with Faceplate Branding, custom modifications, custom finishes are not eligible for a refund.

How do I exchange my order?

You can exchange any unused item within 30 days of purchase. All items for exchange must be returned in their original condition including its packaging, parts and instruction manuals.

To start an exchange process, please email our Customer Care team at orders@bouncepad.com and provide your order or invoice number. Providing your order is eligible for exchange we will send a Returns Form which you will need to pack with the exchange items.

All items returned for exchange are inspected on receipt to ensure they are in an un-used and re-saleable condition. If the product passes the quality check the exchange order will be processed and dispatched. 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.

Bouncepad will not cover the shipping costs to return the item for exchange but are happy to arrange this for you, costs will depend on the collection location. Please note that all exchanges need to be shipped to our London HQ.

If the exchange item is returned to us in an unsuitable condition, we reserve the right to not process the exchange. If you want the exchange items returned to you, we will request that you cover the delivery cost. Please note that Branding Boards and any product with Faceplate Branding, custom modifications, custom finishes are not eligible for an exchange.

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

We log the key number against every order so in the unfortunate event that you lose your key please email our Customer Care team at orders@bouncepad.com and provide your order or invoice number and we will help you order 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 us  for pricing and to order.