RETURNS
Your satisfaction is important to us. Please read our returns policy carefully before making a purchase.
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. Please note that due to hygiene issues we only accept returns if the security label on outer packaging has not been tampered with or removed.
Customised machines
Our bespoke, customised hydro-dipped machines are made to order, as such once we have accepted your order, it cannot be cancelled because you have changed your mind. These products are excluded from our 14-day money-back guarantee and the statutory 14-day cancellation right under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013.
Faulty or Damaged Items
If your product arrives faulty, damaged, or not as described, you are entitled to a replacement or full refund in accordance with your statutory rights under the Consumer Rights Act 2015.
Please contact us within 7 days of receiving your order, providing your order number and a description (or photo) of the issue. We will arrange the return or replacement at no extra cost to you.
How to Return an Item
To start a return, please contact our customer service team at info@thumpr.co.uk, we will then provide instructions on how to send your item back safely. Please do not send any items back without contacting us first, unless a return has a RMA number on the box, goods returned
will be refused.
Proof of Purchase
Please retain a paper or digital copy of your invoice. For enquiries made more than 180 days after purchase, we will require proof of purchase, as we are unable to retrieve your order through our order system after this period. This can be your invoice, order confirmation or other evidence establishing your purchase from us.
Refunds
Once your return is received and inspected, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 5–10 working days.
Your Statutory Rights
Nothing in this policy affects your statutory rights under UK law. You are entitled to a product that is of satisfactory quality, fit for purpose, and as described.