Returns & Refunds
We want you to be completely confident about every order you place, so we have an easy and hassle free 30 Day Warranty on faulty products from the date in which the product arrives to you. We do also provide extended 1 year warranties on some of our more popular products such as the Evolved Novelties range, and this information will be provided on each product description in which an extended warranty applies.
We want all of our customers to be happy with their purchase, so if you think you have received a product that is faulty, Cherry Banana will be happy to exchange the product free of charge or refund the full value of the product if it is indeed found to be faulty upon inspection by a Cherry Banana staff member. We are happy to cover all costs in relation to the return of the faulty product and the sending of a new product back to a customer. Any costs paid by the customer in posting a faulty item back to us will be reimbursed once the product is confirmed to be faulty.
If a replacement or refund is not desired, Cherry Banana is also able to arrange an exchange or offer a store credit.
Customers must notify us within 30 days from the date of arrival of their product to be eligible for any refund, replacement, exchange or store credit.
Before returning a faulty product
In many cases, returned products actually work fine when tested, but the batteries have not been inserted correctly or the batteries have insufficient power. Before returning a faulty sex toy or product, we do please ask that our customers follow a few simple testing points as follows:
• Make sure you are using the correct batteries.
• Make sure the batteries have been inserted correctly.
• Ensure the battery compartment has been screwed on tightly and appropriately.
• Try new batteries.
• Make sure battery connectors are not wet or have moisture on them.
Important: Before returning a faulty product, please contact our Customer Care department by replying to your order confirmation email, using our contact form or by sending an email directly to firstname.lastname@example.org.
How to return a faulty product
Once you have received communication and approval from a Cherry Banana staff member, please send the faulty product back to us at the following address:
Cherry Banana Returns
PO BOX 2049
Wollongong DC, NSW, 2000
When returning your product, please make sure you provide the following details:
• Your full name.
• Your order number.
• Reason why you are returning the product.
• Your instructions notifying us how you would like the issue resolved (i.e. a replacement, refund or an exchange).
We do ask that you retain a tracking number along with the return so as to ensure that it can be traced and for confirmation of return to us.
Once our staff receive the faulty product back and confirm it is indeed faulty, we can take the requested next step that our customer has provided. If you have selected that you wish to receive a replacement product, it will be sent out to you, at no extra charge, within 5 working days from the date we receive the faulty product. Please contact us if you have not heard from us within a few working days once the product has been sent back for warranty claim. This is to ensure there were no issues with the process, however in most cases, you should see the replacement within a few working days.
Cancelling an order
If you place an order and want to cancel it after it's been placed, you can do so if the order has yet to be despatched. You can choose to receive a full refund, exchange or store credit. Please make sure you're quick, as our Cherry Banana minions work hard to deliver your order as quickly as possible. You can check the status of your order by logging into your account and viewing your order details. If the status is Pending or Processing, your order may not be despatched yet. If the status is Completed, your order is already on the way. You'll be able to track your order by clicking on the tracking information in your account.
If you've made a mistake and need to change your delivery information or the products you've purchased, please contact us as soon as possible.
Returning items from outside Australia?
For international customers we do ask that you pay for returns shipping, but if your product was faulty, we'll reimburse your postage costs along with your refund, or when we send you a replacement item. Please make sure you contact us before sending back any faulty products.
What happens if a product I buy is out of stock?
It is rare that a product is out of stock when marked as in stock on our website. In the instance that this happens, Cherry Banana will offer a no-hassle refund, exchange or store credit. You will be notified as soon as possible to the email address provided when your order was placed.