Refund policy

We want you to be completely satisfied with your purchase. If you change your mind, you have the right to cancel your order and return items to us in accordance with the UK Consumer Contracts Regulations.

1. Your Right to Cancel

You have the right to cancel your order within 14 days without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire (receive) the goods.

To exercise the right to cancel, you must inform us of your decision by completing this online form: https://www.jumpshoes.co.uk/pages/return-request-form

2. Returning Your Items

Once you have notified us that you wish to return an item, you must send the goods back to us without undue delay and in any event no later than 14 days from the day on which you communicated your cancellation to us.  Instructions on how to return the items will be provided in a response to your email notification.

  • Items must be returned in their original condition and original packaging.

  • We will typically issue Royal Mail prepaid return label(s) to return the items.  It is important these labels are used to ensure that the items are adequately tracked and insured whilst they are returned to us.

3. Refunds

Once we receive your return and inspect the items, we will process your refund.

  • Once we receive your return and inspect the items, we will process your refund.

    • What gets refunded:
      We will refund the full price of the goods, including the cost of standard delivery (if you paid for shipping), where you are exercising your right to cancel under the Consumer Contracts Regulations. If you chose a more expensive delivery option, we will only refund the standard delivery rate.
    • Timeline:
      We will make the reimbursement without undue delay, and no later than 14 days after the day we receive the goods back from you.
    • Method:
      We will make the reimbursement using the same means of payment as you used for the initial transaction.
    • Deductions:
      We may make a deduction from the refund for any loss in value of the goods if this is the result of unnecessary handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
    • Queries: Please use the online return form in the first instance to request a return: https://www.jumpshoes.co.uk/pages/return-request-form
      If you have any further queries regarding refunds, please email jump@rainbowbay.co.uk.

5. Partial Returns and Delivery Charges:

If you return only part of your order, we will refund the price of the returned items once they have been received and inspected.

Where your order originally qualified for free delivery based on a minimum spend, and the value of the items you keep falls below this threshold after the return, we reserve the right to deduct the standard delivery cost from your refund.

If you paid for delivery, the original delivery charge will only be refunded where you return the entire order in accordance with your cancellation rights under the Consumer Contracts Regulations.

5. Exceptions / Non-Returnable Items

For hygiene and safety reasons, or due to the nature of the products, the following items cannot be returned unless they are faulty:

  • Personalised or custom-made items.

  • Perishable goods (e.g., food or flowers).

  • Items sealed for health protection or hygiene reasons (e.g., earrings, swimwear, cosmetics) if the seal has been broken after delivery.

6. Faulty or Damaged Items

If you receive an item that is damaged, defective, or not as described, please notify us immediately via this online form: https://www.jumpshoes.co.uk/pages/return-request-form

Under the Consumer Rights Act 2015, if an item is faulty, you are entitled to a refund, repair, or replacement. In the case of faulty goods:

  • We will cover the cost of the return postage.

  • Please do not return a faulty item without contacting us first so we can resolve the issue quickly.

7. Undelivered and Returned Parcels

If an order is returned to us due to being undelivered (for example, an incorrect address provided, failure to collect from a delivery point, or refusal of delivery), and you have not exercised your right to cancel under the Consumer Contracts Regulations, we will process a refund once the goods have been received back and inspected.

In such cases, we reserve the right to deduct the original delivery cost and any return-to-sender charges incurred by us. This does not affect your statutory rights where you have validly exercised your right to cancel.