90 Day Returns & Refunds
We want you to be completely confident about every order you place, so we have an easy and hassle free 90 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 or not as described we will gladly resolve the issue in a timely manner. 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 cover all costs in relation to the faulty item being sent back to us. Our friendly customer service team will provide a Post Paid return label upon approval of the return. You can then lodge it over the counter with Australia Post free of charge. If the item is found to be faulty upon inspection, we'll also cover the cost of sending the new replacement item out to you.
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 90 days from the date of arrival of their product to be eligible for any refund, replacement, exchange or store credit.
See our order cancellation policy here.
Things to check 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. Please also check that the power button has been pressed long enough and that the charging cable has been inserted correctly if there is one, and that it has been charged for a significant amount of time.
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.
• Make sure you are using brand new batteries.
• Make sure battery connectors are not wet or have moisture on them.
• If rechargeable, make sure you have sufficiently charged the toy and that the cable is inserted correctly.
• Press the buttons correctly. Some power buttons need to be held for up to 10 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. We'll approve the return and send over the Post Paid returns label.
How to return a faulty product
Once you have received communication and approval from a Cherry Banana staff member, we'll send you the Post Paid returns label to lodge over the counter with Australia Post free of charge. If you prefer, you can choose to send the faulty product back to us at the following address:
Summit Corporation Returns
PO BOX 2049
Wollongong, NSW, 2500
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 you have 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 3 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.
Can I cancel my order after it has been placed?
Please note, we do not refund orders once they have been placed with us.
If your order hasn't been shipped yet, you can choose to cancel the order for a store credit of the same value to shop at a later time.
If your order has been shipped, we are unable to offer a store credit or cancel the order. Please make sure you contact us as soon as possible if you'd like to cancel the order for a store credit before it is shipped.
A lot happens behind the scenes as soon as an order is placed with us. This way, we can get your order fulfilled and delivered in the quickest time possible.
Please choose carefully as we do not refund orders for change of mind, if you simply don't like the item on arrival or if there is a small unforeseen delay. Faulty items can be refunded if desired as per our 90 Day Warranty mentioned above.
If you need help choosing something suitable for your needs our friendly customer service team can help. Just use our contact form or email us at email@example.com.
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 for that item. You will be notified as soon as possible to the email address provided when your order was placed.