Customer service
Returns and complaints
Two different matters: a return is withdrawing from a purchase, a complaint is a fault in the goods. Mixing them delays the outcome — so we keep them apart from the start.
Returns: 14 days to withdraw
A consumer in the European Union has 14 days from delivery of the parcel to withdraw from the contract without giving a reason. The goods come back complete and in a condition that allows them to be sold again — assembling the trampoline and using it in the garden is not “inspecting the product”.
The cost of return shipping and the return address will be set out in the Terms. We publish them before the shop opens; today that data does not exist, so we do not invent it.
Complaints: a fault, not a change of mind
We handle a complaint independently of the manufacturer’s warranty — they are two separate routes and one does not rule out the other. The deadlines and the procedure follow the law of the consumer’s country and the shop’s Terms.
Three things speed up a report: the order number, photos of the fault (the whole item and a close-up) and a short description of what happened and when. For transport damage we also need a photo of the packaging and the carrier’s report.
What we do in each situation
| Situation | What we need | Procedure status |
|---|---|---|
| Return without giving a reason | Order number, complete goods, withdrawal form | Terms in preparation |
| Manufacturing fault | Order number, photos of the fault, description | RMA procedure in preparation |
| Damage in transit | Carrier’s report, photo of the packaging and of the contents | carrier agreement in progress |
| Missing part in the carton | Model code, list of the missing items, photo of the contents | no BOM from the manufacturer yet |
| Manufacturer’s warranty | Proof of purchase, model, description of the fault | warranty card in preparation |
What is still missing
- The shop’s Terms — without them there is no basis for publishing the return rules and the cost of return shipping.
- A return address — it will come together with the warehouse; today we do not give an address that nothing can be sent to.
- An RMA procedure — a case number and case status will arrive with the first orders.
- A report form — today we take reports by e-mail, quoting the order number.
- A warranty card — we are setting the scope and the periods with the manufacturer; we do not copy promises from sales material onto this page.
A consumer’s statutory rights — 14 days to withdraw and the seller’s liability for faults — apply regardless of the warranty and of the Terms. A warranty may extend them, never limit them.