Refund policy

Last updated: June 13, 2026

At Jumpitoy, customer satisfaction is extremely important to us. We carefully review our products, product information, images, specifications, descriptions, and order details before shipment and strive to provide accurate information for every product listed on our website.

By placing an order through our website, you agree to the following Return, Refund, Exchange, and Purchase Terms.

1. Return Policy and Return Window

Customers may request a return within three (3) calendar days from the date of delivery, subject to approval and the conditions stated in this Refund Policy.

To be eligible for a standard return, the item must be:

  • In the same condition that you received it;
  • Unused, unworn, unwashed, and undamaged;
  • In its original unopened packaging;
  • Returned with the original box, seal, tags, labels, manuals, certificates, accessories, gifts, and accompanying materials, where applicable;
  • Accompanied by a receipt, proof of purchase, or order confirmation.

For standard returns, opened boxes or opened product packaging will not be accepted, unless the item is damaged, defective, incorrect, incomplete, or materially different from the product description.

If the box or product packaging has been opened, the return may only be accepted if:

  • The product is damaged;
  • The product is defective;
  • The wrong product was delivered;
  • The product is incomplete;
  • The product is materially different from the description or order confirmation.

In all cases, damaged, defective, incorrect, or incomplete products must be reported within three (3) calendar days from the date of delivery.

Returns that do not meet these conditions may be rejected or may be subject to partial refund deductions, subject to applicable consumer protection laws.

2. How to Start a Return

To start a return, please contact us within three (3) calendar days of delivery at:

Email: info@jumpitoy.com
Phone / WhatsApp: +971508037572

Please include the following information in your return request:

  • Order number;
  • Full name used for the order;
  • Reason for return;
  • Photos and/or videos, if applicable;
  • Photos of the packaging and shipping label, if applicable;
  • Proof of purchase or order confirmation.

Our team will review the request, usually within 1–2 business days.

If your return is accepted, we will provide return instructions and, where applicable, a return authorization reference and/or return shipping label. Returns must be sent to the address provided by our team.

Items sent back to us without first requesting a return will not be accepted.

3. Return Address

Unless we provide a different return address in writing, approved returns should be sent to:

Jumpitoy
B505, 5th Floor, Baniyas Complex
Baniyas Road, Dubai, United Arab Emirates

Please do not send any item back before receiving written return authorization from us.

4. Non-Returnable and Non-Refundable Items

Certain types of items cannot be returned or refunded unless they arrive damaged, defective, incorrect, or materially different from the product description.

Non-returnable and non-refundable items may include, but are not limited to:

  • Perishable goods, such as food, flowers, plants, or items with limited shelf life;
  • Custom products, special orders, made-to-order products, or personalized items;
  • Products customized by size, color, design, name, image, engraving, print, packaging, or other customer-approved specifications;
  • Products produced based on customer-approved samples, previews, renderings, artwork, designs, or instructions;
  • Personal care goods, beauty products, hygiene-sensitive items, or sealed items that have been opened and cannot be returned for health or hygiene reasons;
  • Hazardous materials, flammable liquids, gases, or restricted items;
  • Gift cards;
  • Sale items, clearance items, outlet items, final sale items, promotional campaign items, special discounted items, or items clearly marked as non-returnable;
  • Limited-edition, rare, collector, one-of-a-kind, or specially sourced items that are marked as final sale or non-returnable.

For custom, personalized, special order, or made-to-order products, all sales are final once production, personalization, sourcing, or preparation has started, unless the item arrives damaged, defective, incorrect, or materially different from what was approved.

Please contact us before purchasing if you have questions or concerns about whether a specific item is returnable.

5. Product Variation and Display Disclaimer

We make reasonable efforts to display product information, images, colors, dimensions, specifications, and descriptions as accurately as possible.

However, slight variations may occur due to:

  • Screen settings;
  • Photography lighting;
  • Monitor calibration;
  • Device display differences;
  • Surrounding room lighting;
  • Manufacturing tolerances;
  • Material differences;
  • Handmade, hand-finished, printed, personalized, or custom production processes;
  • Product packaging or supplier updates.

For handmade, hand-finished, customized, personalized, printed, or artisan-style items, slight variations in color, size, texture, finish, print alignment, pattern placement, shape, or production details may naturally occur and shall not be considered defects, provided the product remains materially consistent with the description and approved specifications.

Customers are responsible for verifying size, dimensions, color, specifications, compatibility, age suitability, and general suitability of the selected product before purchase.

6. Damages, Defects, or Incorrect Orders

Please inspect your order immediately upon delivery.

You must contact us within three (3) calendar days from the date of delivery if the item is defective, damaged, incorrect, incomplete, or materially different from the product description, so that we can evaluate the issue and make it right.

If the product box or packaging has been opened, the item will only be considered for return if the product is damaged, defective, incorrect, incomplete, or materially different from the product description.

Please provide:

  • Clear photos and/or videos of the item;
  • Photos of the packaging;
  • Photos of the shipping label;
  • Description of the issue;
  • Order number and proof of purchase.

If the claim is approved, we may offer one or more of the following remedies, depending on the situation and applicable law:

  • Replacement;
  • Repair;
  • Exchange;
  • Store credit;
  • Partial refund;
  • Full refund.

Claims submitted after three (3) calendar days from delivery may not be accepted, except where required by applicable law.

7. Exchanges

The fastest way to ensure you get the product you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Exchanges are subject to product availability, approval, product condition, unopened packaging for standard returns, and applicable return eligibility requirements.

If an exchange is approved and the replacement item has a different price, the customer may be required to pay the difference, or we may issue a partial refund or store credit, as applicable.

8. Return Shipping Responsibility

Unless the return is due to our error, shipping damage, an incorrect item, or a confirmed manufacturing defect:

  • Return shipping costs are the responsibility of the customer;
  • Customers are responsible for secure packaging and safe return shipment;
  • We strongly recommend using insured and trackable shipping services.

Jumpitoy is not responsible for returned items that are lost, delayed, or damaged during return transit.

If your return is approved and a return shipping label is provided by us, we will explain whether the cost of the label will be covered by Jumpitoy or deducted from your refund.

9. Inspection Upon Return

All returned items will be inspected upon arrival.

We reserve the right to reject returns or apply partial refund deductions if:

  • The return request was submitted after three (3) calendar days from delivery;
  • The item shows signs of use;
  • The item has stains, odors, pet hair, smoke exposure, or damage;
  • The item has been washed, altered, repaired, modified, assembled incorrectly, misused, or damaged after delivery;
  • The original box or packaging has been opened for a standard return where no defect, damage, incorrect item, or material difference is confirmed;
  • Packaging, tags, certificates, manuals, accessories, parts, gifts, or accompanying materials are missing;
  • The item is returned in unsuitable condition;
  • The item is returned without prior authorization;
  • The returned item does not match the original item shipped.

The final inspection decision shall remain at the sole discretion of Jumpitoy, subject to applicable consumer protection laws.

10. Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved.

If approved, the refund will be issued to the original payment method used during checkout.

Refunds are generally initiated within seven (7) business days after the returned item has been received, inspected, and approved. Once initiated, the refund may take additional time to appear in your account, depending on your bank, card issuer, payment provider, or financial institution.

In line with our checkout terms, approved refunds may take up to 10 business days to be processed to the original payment method after approval. Please remember that your bank or credit card company may also require additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at:

info@jumpitoy.com

Please note:

  • Original shipping fees are non-refundable unless the return is due to our error, an incorrect item, shipping damage, or a confirmed defect;
  • Customs duties, VAT, taxes, brokerage fees, insurance charges, and payment processing fees are non-refundable unless required by law or unless the return is due to our error;
  • Refunds will not be issued to a different card, account, person, or payment method;
  • Customers will be notified by email, phone, or WhatsApp once the refund has been initiated.

11. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if merchandise is being shipped into the European Union and EU consumer protection rules apply, you may have the right to cancel or return your order within 14 days, for any reason and without justification.

As above, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

The EU cooling-off right may not apply to certain purchases, including but not limited to:

  • Custom products;
  • Clearly personalized items;
  • Perishable goods;
  • Sealed goods that have been opened and cannot be returned for health or hygiene reasons;
  • Certain digital content or services where the applicable legal conditions are met;
  • Other exceptions provided under applicable EU law.

Where required by applicable law, this section will prevail over any conflicting policy term.

12. International Orders

For international shipments:

  • Customers are solely responsible for import duties, customs charges, VAT, local taxes, brokerage fees, and clearance costs imposed by the destination country;
  • We are not responsible for customs delays, refused imports, rejected deliveries, or additional local regulations;
  • International return shipping costs may be significantly higher and remain the customer’s responsibility unless otherwise agreed in writing or unless the return is due to our error, an incorrect item, shipping damage, or a confirmed defect;
  • Refunds for international orders will be processed according to the original payment method, and international banking or card processing times may vary.

Customers are responsible for checking whether the product can be imported into their country before placing an order.

13. Fraud Prevention and Payment Verification

To protect against fraud, unauthorized transactions, payment disputes, and misuse of our Services:

  • Orders may undergo identity verification and security review;
  • We reserve the right to request additional documentation, identification, billing verification, payment verification, or address confirmation for high-value, unusual, or suspicious transactions;
  • We reserve the right to refuse, cancel, delay, or hold orders flagged by our payment processor, fraud prevention system, risk management process, or internal review.

If an order is cancelled for security reasons, we will notify the customer where appropriate and process any applicable refund in accordance with our payment and refund procedures.

14. Chargebacks and Payment Disputes

By completing a purchase, the customer agrees to contact Jumpitoy directly before initiating any chargeback, payment dispute, or claim with their bank, card issuer, payment provider, or financial institution.

Customers acknowledge that the following information may be submitted to payment processors, banks, card issuers, or financial institutions as evidence in the event of a dispute or chargeback investigation:

  • Delivery confirmations;
  • Order records;
  • Tracking information;
  • Customer communications;
  • Return approvals or rejections;
  • Product photographs;
  • Packaging photographs;
  • Payment records;
  • Product documentation;
  • Proof of delivery;
  • Website policy records.

Fraudulent, abusive, or false chargeback claims may be disputed to the fullest extent permitted by law.

15. Local Trial, Preview, or Inspection Services in Dubai

Where offered by Jumpitoy, selected customers within Dubai may be eligible for a local trial, preview, inspection, or delivery-based review service.

This service is not guaranteed and may depend on product type, location, order value, stock availability, delivery route, and approval by our team.

Where such a service is offered:

  • Products remain the property of Jumpitoy until the purchase is finalized and paid;
  • Trial, preview, or inspection duration and eligibility are determined solely by Jumpitoy;
  • Customers may be held responsible for damages, stains, misuse, missing parts, missing accessories, loss, or product deterioration occurring during the trial, preview, inspection, or review period;
  • Availability of this service may vary depending on product type, location, and order value.

16. Final Sale and Promotional Items

Items sold under any of the following categories may not be eligible for return, refund, or exchange unless defective, damaged, incorrect, or materially different from the product description:

  • Clearance;
  • Outlet;
  • Final Sale;
  • Promotional campaigns;
  • Special discounted offers;
  • Bundle offers;
  • Gift cards;
  • Limited-time offers.

Where an item is final sale, non-returnable, or excluded from return, this will be stated where applicable before purchase or in the product/order information.

17. Governing Law and Jurisdiction

This Refund Policy shall be governed by and interpreted in accordance with the laws of the United Arab Emirates.

Any disputes arising from purchases, transactions, refunds, returns, exchanges, payments, chargebacks, or use of this website shall be subject to the courts of Dubai, United Arab Emirates, unless otherwise required by applicable law.

18. Contact Information

For any return, refund, exchange, damaged item, incorrect item, or order-related question, please contact us:

Jumpitoy
B505, 5th Floor, Baniyas Complex
Banias Road, Dubai, United Arab Emirates

Phone / WhatsApp: +971508037572
Email: info@jumpitoy.com