Refund and Returns Policy – Trampolines Kenya

Effective Date: 3rd November 2026

At Trampolines Kenya, we are committed to providing quality trampolines and ensuring customer satisfaction. We understand that sometimes you may need to return a product or request a refund. Please read our policy below before making a purchase.

1. Returns Eligibility

Customers may request a return under the following conditions:

  • The trampoline received is defective or damaged upon delivery.
  • The wrong trampoline size, model, or product was delivered.
  • The product has missing parts or accessories.
  • The product received does not match the description or specifications provided on our website.

To qualify for a return, the product should be unused, unassembled, and in its original packaging, unless the return is due to a manufacturing defect or an error on our part.

2. Reporting Damaged or Defective Products

Customers are encouraged to inspect their trampolines immediately upon delivery.

If your trampoline arrives damaged, defective, or with missing parts, please contact us within 48 hours of delivery.

When reporting an issue, kindly provide:

  • Your order number.
  • A description of the problem.
  • Clear photographs or videos showing the damage or missing parts.

Our team will assess the issue and advise on the appropriate solution.

3. Non-Returnable Items

Returns will generally not be accepted in the following circumstances:

  • Trampolines that have already been assembled or used, except where there is a confirmed defect.
  • Products damaged due to improper assembly, misuse, negligence, or failure to follow safety instructions.
  • Products damaged through normal wear and tear.
  • Requests based solely on a change of mind where the product was correctly supplied and has no defect.
  • Products returned without prior approval from our customer service team.

These exclusions do not affect any rights customers may have under applicable Kenyan consumer protection laws.

4. Refund Policy

Refunds may be considered and approved in the following situations:

  • The product delivered is defective and cannot reasonably be repaired or replaced.
  • The wrong product was delivered and a suitable replacement is unavailable.
  • An order cannot be fulfilled after payment has been received.
  • A return has been approved by our customer service team.

Approved refunds will be processed using the original payment method wherever possible. Processing time may vary depending on the payment provider.

5. Exchanges and Replacements

Where a trampoline is confirmed to have a manufacturing defect, missing parts, or an incorrect delivery, we may offer:

  • Replacement of the defective or incorrect product.
  • Replacement of missing or damaged components.
  • An alternative product of equivalent value, subject to customer agreement.
  • A refund where an appropriate replacement is unavailable or otherwise required.

6. Return Delivery Costs

  • If the return is due to our error, an incorrect delivery, or a confirmed product defect, Trampolines Kenya will arrange or cover reasonable return transportation costs.
  • If a return is approved for another reason, the customer may be responsible for return transportation costs, where permitted by law.

7. How to Request a Return or Refund

To initiate a return or refund request, contact our customer support team through our website or customer service channels.

Please include your order number and relevant photographs or videos where applicable.

Our team will review your request and provide instructions on the next steps.

8. Order Cancellation

Customers who wish to cancel an order should contact us as soon as possible before dispatch.

Orders that have already been dispatched or delivered may not be eligible for cancellation, and any applicable return will be handled in accordance with this policy and Kenyan consumer protection laws.

9. Contact Us

Trampolines Kenya

We value your trust and are committed to resolving customer concerns fairly and professionally.

For any questions regarding refunds, returns, exchanges, or trampoline product issues, please contact our customer service team.

Thank you for shopping with Trampolines Kenya!