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. Many manufacturers offer extended warranty periods of up to 10 years, including We-Vibe, Satisfyer and Evolved. 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 we will gladly resolve the issue. Cherry Banana will be happy to exchange the product free of charge, swap for a similar priced item of your choosing, provide a store credit 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 your item is faulty and a replacement, exchange or store credit is not desired, we can provide a full refund for the cost of the product.
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.
Please note we do not cancel orders once they have been placed in the system. Please choose carefully as we do not cancel orders for change of mind or if you simply don't like the item on arrival.
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.
• If rechargeable, make sure you have sufficiently charged the toy.
• Press the buttons correctly. Some power buttons need to be held for up to 5 seconds.
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, store credit, 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.
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.