Last updated: 26 December 2025

This Returns & Refunds Policy explains how returns, refunds, cancellations, and warranty-related issues are handled for orders and quote-based purchases made through EastJump UK (“we”, “us”, “our”). If you have any questions before placing an order (especially for custom inflatables), please contact us at info@eastjump.com.

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1) Quick Summary (Important)

  • Custom / made-to-order inflatables: normally non-returnable once production has started, except for verified manufacturing defects or if we supplied the wrong item.
  • Standard / in-stock items: may be eligible for return if unused, uninstalled, and in resaleable condition (see Section 4).
  • Freight & international shipping: returns are handled differently for international shipments and Incoterms (see Section 6).
  • Always request authorisation before returning: do not ship anything back without a Return Authorisation (RA/RMA).

2) Who This Policy Applies To (B2B vs Consumer)

Many EastJump UK orders are placed by hire companies, schools, leisure centres, event organisers, and other businesses. If you are buying as a business, your order is generally treated as a B2B purchase and this policy applies as written.

If you are buying as a consumer (not for business use), you may have additional statutory rights under UK consumer law. Please note: custom-made or clearly personalised products are typically exempt from the standard “change of mind” cancellation right. Nothing in this policy limits your statutory rights.

3) Before You Request a Return

Please do the following first:

  • Check the product listing (size, accessories included, lead time, and notes on customisation).
  • Inspect on arrival (see Section 7). Do not put the unit into service until a quick inspection is completed.
  • Email us for an RA/RMA at info@eastjump.com with:
    • Order number (or quote/invoice number)
    • Product name / SKU
    • Reason for return
    • Clear photos/videos (packing, label, and the issue)
    • Preferred resolution: replacement parts, repair, exchange, or refund

No RA/RMA = no return. Unauthorised returns may be refused or returned to sender.

4) Standard (Non-Custom) Returns – “Change of Mind”

If your item is a standard/non-custom product, you may request a return within 14 days of delivery, provided that:

  • The item is unused, uninstalled, and in brand-new resaleable condition
  • All accessories are included (e.g., blower if included, stakes, repair kit, storage bag, ropes, etc.)
  • The unit is returned clean, dry, and odour-free (no mud, mildew, or water damage)
  • The item is packed securely for transit (original packaging where possible)

If approved, refunds are typically issued to the original payment method after the returned goods are received and inspected. Outbound shipping, return shipping, and any customs/freight handling fees are generally non-refundable unless the return is due to our error.

We reserve the right to apply a reasonable restocking fee where returned goods require repacking, cleaning, or are not in “as new” condition. If the returned goods are used, damaged, missing parts, or unsaleable, we may refuse the return or offer a partial refund.

5) Custom / Made-to-Order / Production Orders

Many inflatables are made to order (including custom colours, artwork, branding, size changes, layout changes, special add-ons, or bespoke designs). Because these products are manufactured specifically for your requirements:

  • Deposits are non-refundable once production has started.
  • Custom orders are not eligible for “change of mind” returns once production has started or materials have been allocated.
  • We will always try to help by providing repair support, replacement parts, or a manufacturing-defect remedy where applicable.

If you need to adjust specs after confirming an order, please contact us immediately. Changes may affect price and production lead time.

6) International Shipping & Incoterms 2020

Some orders may be shipped via international logistics networks and handled under Incoterms 2020 (e.g., EXW, FOB, CIF, DDP/DDU depending on the quotation/invoice). Your responsibilities and return options can vary by Incoterm.

  • For international freight, return shipping can be expensive and may require palletising and export paperwork.
  • Any duties, taxes, customs brokerage fees, port fees, storage/demurrage, or local handling charges are generally the buyer’s responsibility unless your contract states otherwise.
  • For shipping methods, timelines, and what to expect, please review: Delivery Information.

7) Damage in Transit / Missing Parts – Report Quickly

Inflatables are large, heavy goods and may ship in protective packaging. Please inspect your delivery as soon as reasonably possible.

  • Visible transit damage: report within 48 hours of delivery with photos of packaging, labels, and damage.
  • Missing accessories/parts: report within 7 days of delivery.
  • Do not discard packaging until the inspection is completed.

If transit damage is confirmed, we will work with you on the best solution—replacement parts, repair guidance, or other remedies depending on the situation and shipment terms.

8) Manufacturing Defects / Warranty Support (Not the Same as “Returns”)

If you believe your item has a manufacturing defect, we usually handle this under warranty support rather than “change of mind” returns. In many cases, the fastest solution is to provide replacement materials/parts or repair guidance rather than shipping the entire inflatable back.

  • Please email info@eastjump.com with your order number and clear photos/videos.
  • We may request additional information to diagnose the issue (e.g., inflation pressure, seam location, anchor usage, setup surface, weather conditions).

Many of our commercial inflatables are designed for hire use and are supported with documentation aligned with EN14960 expectations, and many products are supplied with a multi-year warranty as stated on the product page or invoice. Please refer to your product listing and invoice for the exact warranty coverage.

9) Cancellations

  • Standard items: if you need to cancel, contact us immediately. If the order has already shipped, it will be treated as a return request under this policy.
  • Custom/made-to-order: once production has started, cancellations may not be possible, and deposits are typically non-refundable.

10) Refund Timing

If a refund is approved, we will process it after we receive and inspect the returned goods (or after the claim is verified, where return shipping is not required). Bank/payment providers may take additional time to post the refund.

11) Contact

For returns, refunds, cancellations, or warranty support, contact:
Email: info@eastjump.com