Refund policy

For All Customers:

Contact Us First:
Before initiating a return, we kindly ask that you contact us to obtain the correct return address and instructions. This helps us manage your return more effectively. You can reach us through our customer service email (customerservice@bananashoes.com), social media channels, or the live chat function.

UK Customers:

General Returns:

• Time Frame: Items must be returned within 14 days of delivery. Returns after this period may be subject to our discretion and could be eligible for a store credit only.
• Condition: Returned items must be in unused, unworn, and unwashed condition, with all original tags and packaging intact. For shoes, please ensure they are tried on indoors and do not show any signs of wear.
• Exclusions: We do not accept returns on sale, 'outlet', or lingerie items due to hygiene considerations.
• Shipping Costs: Are the responsibility of the customer and are non-refundable.

Shoes:

• Must be returned in their original, undamaged box and packaging.

Lingerie:

• Cannot be returned for hygiene reasons.

Business Returns:

• We do not accept returns for items purchased for business use, such as bulk orders for photoshoots, shows, or corporate events. This is to prevent the short-term use and return of products, ensuring all our customers receive brand-new, unused items.

International Customers (Outside the European Union):

• Time Frame: You have 28 days from receipt to return items.
• Labeling: Clearly mark the package as "RETURNED GOODS RELIEF CLAIMED" to ensure acceptance.
• Shipping Costs: Are the responsibility of the customer and are non-refundable.

Additional Guidelines:

• Care: Please avoid marking items with makeup, false tan, or creams.
• Refused Deliveries: Will not be eligible for a refund.

Note: This policy is in addition to your statutory rights and is governed by English Law and Courts.

Please don't hesitate to reach out if you have any questions or need assistance with your return. Our team is here to ensure a smooth and hassle-free process.

 Warrenties

Eligibility for Credit

1. Purchasing Directly: Merchandise must have been ordered directly from us and supported by our invoice.

2. Defects and Credits: We offer credits for goods returned due to manufacturing defects under the following conditions:

   • On arrival: if on arrival shoes are defected we will send out another pair free of charge please ensure you send pictures of shoes being destroyed to receive this. 
   • Within 1 month of invoice date: 80% credit of the invoice value.
   • Within 2 months of invoice date: 70% credit of the invoice value.
   • Within 3 months of invoice date: 50% credit of the invoice value.
   • After 3 months up to 6 months: No credit is available, in alignment with our supplier’s terms.

Process for Returns

1. Inspection Requirement: No credit will be issued until the returned merchandise has been inspected. Customers must email clear and detailed pictures of the defective merchandise for preliminary evaluation. Upon approval, you will receive an email notification confirming the credit.

2. Notification Deadline: Defective merchandise must be notified to us within three months of the invoice date. Notification after three months will not qualify for any credit.

3. Condition of Goods: No credit will be given for goods that have been altered, intentionally tampered with, show excessive wear, or are from closeout or "all sales final" sales. We reserve the right to make the final judgment regarding the condition and eligibility for credit.

4. Exclusions: Claims related to merchandise’s sizing, fitting, colour, or dimensions are not eligible for credit. We reserve the final say in such matters.

5. Redemption of Credits: Credits issued can only be applied to open invoices and future orders, not redeemable for cash.

6. Shipping and Additional Charges: We will not reimburse for shipping charges, tax, duty, VAT, or any other charges associated with clearing customs.

Final Provisions

1. Right to Refuse: We reserve the right to refuse credits based on our evaluation of the returned merchandise according to these terms.

This policy is designed to align with the terms set by Pleaser USA, Inc., while offering a structured and graduated credit system for our customers. By adhering to these guidelines, we aim to provide clarity and satisfaction in handling returns of defective products.