We want to make sure everything you buy from us, you love. If you are not entirely satisfied with your purchase, you can get in touch, and will be able to help with a replacement or return. Simple as that.
If an order has been fulfilled, customers are required to cover the shipping costs that are raised in lieu of a change of mind return. Furthermore, an 18% restocking fee is also required (against the total cost of the unit sold including taxes) which is to be payed before the refund, return, is taken place. Shipping promotions, or free shipping, that was used in the original order, is not applicable once a return is activated, and the full cost of shipping and handling will be payable by the customer for the return to proceed. This is inclusive of the cost to ship the item to you in the first place and the cost of shipping back to us.
You can also contact us via phone, or email, and we can facilitate the return with our customer service team also.
Items returned must be in 'new' condition only. This represents that the product has not been used in any way and is in 'new' condition. Items must be returned securely in their packaging. If items can not be returned as new, we must pass on a fee which covers the cost of returning this item to a 'new' state.
Non-returnable items excluded from all change of mind returns include:
Customised Products 'made to order'
Mattresses, bedding, pillows and sofa covers
We will attend to your return enquiry within 5 business days of receiving, and subject to confirming it is in 'as-new' condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and the return shipping back to the warehouse. Credits are issued in the form of store credit.
Store credit voucher codes will be valid for one (1) year from the date of issue.
To arrange a return, please go to our Returns Centre or contact us for assistance.
If you wish to cancel your order, before you have received it due to change of mind - and the item has not been dispatched, the refund will be processed. All cancellations are subject to a restocking/cancellation fee - equal to 20% of the invoice total, which will be reduced from your refund total.
Unless we otherwise stipulate all:
a. online transactions (“standard transactions”) require 100% payment.
b. orders on finance, are paid in conditions with the finance provider ; and
c. online transactions including related delivery and additional charges (if any) require payment in full at time of purchase.
i. Cancellation on online transactions will incur a cancellation fee of 20% of the invoice value. This fee will be deducted from the refund of any money you have already paid. This fee reflects our reasonable costs.
ii. If for any reason we are unable to supply the goods any monies paid will be refunded to you.
iii. Please note that due to health regulations, all soft furnishing items (including sheets, pillows, pillow cases, mattress toppers etc.) are non-refundable unless faulty. We encourage you to make your selection carefully prior to your purchase. 3. Refund policy i. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
iv. Please choose carefully however as we do not refund simply for change of mind or circumstances.
v. Items, orders, and products that have been 'made to order' specific to your requirement are non refundable and cannot be cancelled due to delays or other circumstances. In the instance your order has been delayed, orders cancellations and refunds are not available for customised items that are handmade.
i. We provide the following supplier warranties against defects:
a. Timber: 1 year structural; and
b. Lounge: 5 year structural on frames; 3 year on seating and mechanisms (mechanisms covered to 120 kg weight load only) and 1 year on stitching/covering.
All other goods sold by Banana Home are covered by manufacturers’ warranties (if applicable).
ii. Defects covered by Banana Home supplier warranties will be repaired or replaced at the discretion of Banana Home (subject to your rights under the ACL with respect to major failures) without cost to you for parts or direct repair labour.
iii. Banana Home supplier warranties do not cover, and we are not liable for, any fading or other change in colouration (“exposure”),any damage caused by general day to day wear and tear (“general usage”) or if the goods are used in a manner outside of their prescribed or ordinary use. All other warranties and liability of Banana Home for any loss or damage, direct or consequential, is expressly excluded.
iv. The rights given by Banana Home supplier warranties are in addition to any rights and remedies you may have under the ACL and other laws. To claim under a Banana Home supplier warranty you should contact our head office at - firstname.lastname@example.org. Subject to your rights under the ACL, you are responsible for all costs associated with the claim including all freightage and transport costs. You must provide sufficient evidence of proof of purchase to be entitled to claim.