Warranty claims
Something not right?Let's put it right, free.
If a part on your trampoline has a manufacturing fault within its warranty period, we'll put it right free of charge, delivery included. Tell us what happened, add a few photos, and our UK team will take it from there.
Free to claim, with photo upload built in
Poppy, Lily + the team, Mon to Fri, 9am to 5pm
- Faults put right free, delivery included
- Every claim checked by our UK team
- We aim to reply within one working day
Built to last. Backed by us.
- Manufacturing faults covered within the warranty period
- Replacement parts sent free, delivery included
- Your statutory rights are never affected
How it works
Three steps, and the bouncing can carry on
No forms in triplicate and no chasing. Here's what happens after you send your claim.
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Step 1
Tell us what's gone wrong
Fill in the claim form below with your order number, a few details, and photos or a short video of the problem.
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Step 2
We check it, so you don't have to
Our UK team looks at your photos and your order, and tells you whether it's covered. If we need anything else, we'll ask.
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Step 3
We put it right, free
If it's a covered fault, we send the fix at no cost, delivery included, so your family can get back to bouncing.
What's covered
Faults are on us. Everyday wear is part of the fun.
Our warranties cover manufacturing faults, meaning a problem with the materials or the way something was made, within the warranty period.
Covered, and free to put right
- Faults in the materials or workmanship
- Problems that show up in normal use, within the warranty period
- Parts that arrive faulty, or that don't fit as they should
The fix is free, and so is the delivery.
Not covered by warranty
- Wear and tear from years of happy bouncing
- Weather damage, such as a trampoline blown over in a storm
- Accidents, misuse, or lost parts
Don't worry, we can still help. We keep nets, pads, and springs in stock for years. Order a spare part
| Part | Likely a manufacturing fault (warranty claim) | Wear and tear, weather, or misuse (spare part) |
|---|---|---|
| Frame | A weld cracks or a frame tube splits during normal bouncing, within the frame warranty. | Bent or blown over in a storm or strong winds. A tie-down kit helps keep it planted. |
| Mat | Stitching comes apart on a fairly new mat, within its warranty. | Worn thin or faded after several summers of bouncing, or holed by shoes, pets' claws, or sharp objects. |
| Springs | A spring snaps in normal use, within its spring warranty. | Stretched and tired after years of bouncing, or overstretched by more than the maximum user weight or several jumpers at once. |
| Net | A seam or zip on the net fails in normal use, within its warranty. | Faded and brittle after years of sun and rain, or torn by climbing, hanging on it, or somersaults into it. |
| Pads | A seam on the pad cover splits in normal use, within the pad warranty. | Faded or cracked by the sun over the years, or chewed or scratched by pets. |
| Nuts, bolts, and fittings | A bolt or fitting arrives faulty, or a hole doesn't line up. | Lost while building or moving the trampoline, or damaged by overtightening. |
Think school shoes. If the sole comes unstuck in the first few weeks, that's a fault, and we'll fix it. If they're worn through by the summer holidays, that's just a lot of happy running about. Not sure which one yours is? Send it in, and we'll check every claim for you.
How long it lasts
Warranty lengths at a glance
Warranty lengths vary by range, brand, and part. Here is what each range covers, and the exact warranty for your trampoline is under Full specifications on its product page.
| Range | Frame | Mat | Springs | Pads | Net |
|---|---|---|---|---|---|
| JumpPRO® | |||||
| Xplore | 1 year | 1 year | 1 year | 1 year | 1 year |
| Xcite | 3 years | 1 year | 3 years | 1 year | 1 year |
| Xcel | 5 years | 2 years | 5 years | 1 year | 1 year |
| Xtra | 10 years | 5 years | 5 years | 5 years | 2 years |
| Salta | |||||
| Cosmos | 2 years | 2 years | 1 year | 1 year | 2 years |
| Comfort Edition | 3 years | 2 years | 2 years | 2 years | 2 years |
| Premium Edition | 5 years | 2 years | 2 years | 2 years | 2 years |
| First Class | 10 years | 2 years | 2 years | 5 years | 2 years |
| Royal Baseground | 5 years | 2 years | 2 years | 2 years | See product page |
| Springfree | |||||
| All models | 10 years | 10 years | n/a | n/a | 10 years |
| Akrobat | |||||
| All models | Lifetime | 2 years | 10 years | 3 years | 2 years |
Springfree has no springs or pads, so those parts don't apply. Not sure which warranty applies to yours? Give Poppy, Lily + the team a call on 01342 776 488 and we'll check.
Before you start
Have these to hand, and it's quicker for everyone
Don't worry if you can't find everything. Send what you have, and we'll help with the rest.
Your order number
It's in your order confirmation email, or on your invoice.
Clear photos
The whole trampoline, a close-up of the fault, and any label on the part.
A short video
Handy if the problem only shows when the trampoline is in use.
What happened
When you noticed it, and what was going on at the time.
Parts damaged or missing when your trampoline was delivered? Note it with the driver when you sign, and report it to us within 48 hours.
Warranty claim form
Start your warranty claim
Fill in the form, upload your photos, and send it. Our UK team will check it and come back to you.
Warranty FAQs
Questions parents ask about warranty claims
How do I know if it's a warranty claim or a spare part?
If a part has a manufacturing fault, meaning a problem with its materials or the way it was made, and it's still within its warranty period, it's a warranty claim. If it's worn out, weather-damaged, or the result of an accident, misuse, or a lost part, it's a spare part. Not sure? Send it in and we'll check.
Will I have to pay for the replacement or the delivery?
Not if it's a covered manufacturing fault. We put those right free of charge, delivery included.
How long will it take to hear back?
We aim to reply within one working day. Our phone lines are open Monday to Friday, 9am to 5pm, on 01342 776 488.
I can't find my order number. Can I still claim?
Yes. Add the name, email address, and postcode you ordered with, and we'll look it up for you.
What if my claim isn't covered?
We'll tell you why, and we can usually supply the part as a spare. We keep nets, pads, and springs in stock for years, and older models are often still covered. You can order a spare part here.
Is this the same as the 90-day Bounce Back Promise?
No, they're separate. The Bounce Back Promise is our 90-day returns policy for when a trampoline isn't right for your family. A warranty claim is for a manufacturing fault. Read about returns and refunds.
Does a warranty claim affect my legal rights?
No. Our warranties sit alongside your statutory rights under the Consumer Rights Act 2015, which are not affected.
A fault doesn't have to end the fun
Send us a few photos and we'll get your trampoline back to bouncing.
Faults put right free, delivery included
Just need a replacement part? Go to spare parts
