Trampoline Parts and Supply Return Policy
Our Return Policy
IF YOU NEED TO RETURN AN ITEM, You must Email firstname.lastname@example.org within 30 days of purchase for Instructions. YOU WILL RECEIVE FURTHER INSTRUCTIONS VIA EMAIL. DO NOT SEND BACK TO OUR PO BOX ADDRESS. YOU MUST HAVE AN AUTHORIZATION NUMBER TO RETURN AN ITEM. WE WILL GIVE YOU A RETURN ADDRESS.
If a package arrives without the RMA# and/or your Name is not visible on the outside, it may be refused by our receiving department
Freight charges for all non-defective returns will be the responsibility of the customer. Original shipping cost for an order is non-refundable.
Return shipments should be sent with confirmations or tracking numbers. trampolinepartsandsupply.com claims no responsibility for missing shipments.
All returns must have non-damaged packaging (preferably unopened) and be in resalable condition, containing all original contents (Instruction manuals, Warranty Cards, Tags, spare parts, accessories etc.) otherwise, a restocking fee will be assessed
Merchandise that has been excessively used or show any signs of abuse cannot be returned for refund. You may, however, be protected under the warranty and must work with the manufacturer to obtain either a replacement or a repair
Returned merchandise that is damaged, dirty (grass stains, dog hair, etc.) will not be eligible for refund, the item will be held for a maximum of 30 days. During this period the customer will be asked to retrieve the item. If the customer fails to retrieve the item after 30 days the item will be discarded
Returned Merchandise Credits
Credit will be evaluated for each returned item individually
Returns must be received by the correct location, Items sent anywhere but the designated return facility will be subject to third party restocking fees.
Items with "Free Shipping" will be refunded the item cost, minus standard shipping costs, and any applicable fees will be deducted based on the remaining value
Once an item is received it will be processed by the returns department within 5 business days
All Parts returns are subject to a 20% or $25 restocking fee, whichever is greater. Trampoline and Enclosure System returns are subject to a 25% re-stock fee because they must be returned to the Manufacturer directly. This restocking fee covers any inspections, repackaging, minor cleaning that needs to be done in order to return the product to "Like-New" condition.
Reasons for Return
Exchange or Credit
Returns for Credit will be inspected upon receipt. After inspection the item will be credited based on the standard returns policy
Returns for Exchanges will be inspected upon receipt. After inspection of the item the eligible refund amount will be applied to the total cost of the new order including shipping fees
If the returned item value exceeds that of the replacement item, a credit for the difference less the cost of shipping the replacement item will be returned to the purchaser in the same manner in which the original purchase was made
If the returned item value is less than that of the replacement item, the RMA form gives us your permission to charge you for the difference plus the cost of shipping the new item to you.
If you received your item as a gift, you will need to provide your own form of payment if additional payment is required
Functional or Visual Defects
We inspect all merchandise both visually and functionally before we ship it. In the rare event that your merchandise is defective upon receipt, it can be handled in one of the following ways
"Out of the box" visual defects must be reported within 2 business days of delivery, otherwise a return or exchange would be subject to the standard return shipping fees
Functional defects must be reported within 30 days of receipt or before the end of the warranty coverage date.
Eligible orders will be repaired or reshipped as necessary, item specific delays may apply
The corrected items will ship using standard ground shipping unless the customer requests and pays for the additional shipping fees
If you do not receive the item that you ordered you MUST provide digital images of the following:
The item that you received.
The item code on the box (not the shipping label).
The item code on the white tag that is sewn onto the item you received. (not the warning label)
If there is no tag sewn onto the item, then send a digital image of the item codes that are on the box.
Eligible refunds will be credited in the same manner the original order was placed
Refunds being issued to expired credit cards will be issued as a company check via certified mail
Customers wishing to refuse a shipment for any reason are automatically subject to ALL the shipping charges and the full restocking fee
Refused shipments may also be subject to additional fees issued by our supplier
If you receive a damaged package, please notify the shipping company and note it on any paperwork that you receive from a trucking company. You must notify us immediately. Please email us a picture of the box. Most of the time, the package is damaged but the parts inside are ok. If you are missing any parts, we will ship them to you using the same method selected on the original order. All boxes that leave our warehouses are new. Trampolines are very heavy and Fedex/UPS do their best to get the package to you with limited damage to the box. We appreciate your patience.
All Warranty or defects are covered by the manufacturer. We don't warranty any product. All warranty is through the manufacturer. WARRANTY IS FOR DEFECTS, NOT SUN DAMAGE. It does not cover any type of weather damage. This includes, but is not limited to, heat, sun, rain, snow, or wind damage. If your pad shreds in the sun, this is not covered. You should order a weather cover. If you live in CO or AZ, or similar states, your trampoline parts will only last for a short time, you should order high quality pads, like our Premier pads, not our economy pads. Due to High altitude or Sun exposure, your parts will only last 3-6 months.
By ordering from Trampolinepartsandsupply.com, you agree to deal with the manufacturer if there are any issues with your parts, trampolines, etc. Email us digital photos to email@example.com and we will try and get you a replacement, but you may have to contact the manufacturer directly. Please email us if you have any issues. Please read your instruction manual. We are not responsible for UPS / FEDEX/ DHL and other carrier delays.
PRODUCTS DELIVERED BY BIG TRUCK
Products (large trampolines, swing sets, bbq pits) delivered by motor freight (big trucks) will call you for a scheduled approximate delivery time and date. This is because they will only unload the product at street curb/shoulder because they can't drive in or back out of a driveway. It is the customers responsibility to carry the product to the back of the home, the garage or closer to the home.
If you engage the help of the truck driver to carry these items to any place other than the tailgate of the big truck, the driver will send you a bill. If the truck company sends us the bill, this will have to be charged to you.
Sorry for this inconvenience. We recommend you have two strong people to meet the driver if you want the items moved. A driver/truck company may charge as little as $35.00 to as much as $50.00 to carry the products. If you do pay the driver in cash or check, PLEASE NOTE that you paid it on both yours and drivers delivery ticket.
PRODUCTS DELIVERED BY UPS/FEDEX
Drivers in most cases can pull into your driveway but will only be responsible for unloading the item off the truck. They do not have permission to enter a home, a backyard, a garage. If you need the product moved elsewhere, please have two strong people to relocate the items. These carriers typically do not call to schedule the delivery time or date.
DAMAGED, DEFECTIVE AND MISSING PRODUCTS:
PLEASE NOTE: If You Receive Any Product Damaged, You Must Note It On The Freight Bill Or With The UPS/FEDEX/DHL Carrier. Usually Nothing Is Wrong With The Product. The Box May Just Look Bad. In The Event Something Is Missing, We Will Be Able To Take Care Of That Faster If It Is Noted On The Freight Bill. Please send an e-mail to firstname.lastname@example.org within 10 days of receiving the order.
DEFECTIVE OR MISSING PARTS
(See damaged section above.) If your product is missing a part or a part is defective, we will replace that part. We will only ship that part UPS/FEDEX/DHL Ground. If you would like to have your part shipped express, there will be an extra charge for that service.
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