Returns
Bought something but it didn’t fit, wasn’t what you expected or simply changed your mind?
We accept returns of all unused products, excluding underwear and food items, within 30 days of the date of purchase. This means you can return climbing safety equipment however this must be in original packaging and strictly unused. Ropes must not be unpacked or uncoiled. All equipment is checked thoroughly before being refunded or exchanged.
Please note we can only offer exchanges to UK and EU countries.
Want to cancel or modify an order before dispatch?
Due to the rapid turnover of orders, it is unlikely that we are able to change or cancel orders before they are dispatched. For urgent order changes, please contact us.
Please note that the return process is only available if you have received a product that does not fit and wish to send it back for another size or colour. If you have ordered the wrong size and you would like to exchange it before dispatch, please contact us
How to return a product?
1. Please circle RETURN or EXCHANGE written at the bottom of the picking slip you received with your order. If requesting an exchange please write the new size you require. If you no longer have your picking slip then simply write your order number and your request on a piece of paper. If your order was placed before 13th May 2023 you may not see the RETURN or EXCHANGE at the bottom of your picking slip, in this case please simply write your return or exchange request at the bottom of the picking slip. Please note we can only offer exchanges to UK and EU countries.
2. Pack the goods:
Please make sure to return everything unused, as new with original labels/tags and with all original packing undamaged or unaltered. Make sure to include the picking slip inside the parcel.
Please do not apply tape directly on the shoebox but return it in a plastic bag or outer box. We recommend using additional packaging to ensure the item is not damaged during transport. If the product, including its packaging, is not returned in a suitable condition, we reserve the right to refuse the return.
3. Send the products back to us:
Please send back to the following address. This address is also listed at the top of your picking slip. For peace of mind we recommend using a tracked service.
Please note: You are responsible for the cost of all returns to our warehouse in the France including any customs tax or duty during the import, unless restricted by mandatory consumer law (e.g. if you have received the wrong product). In order to avoid customs duties on returns, please mark all returns made from an EU and NON-EU country clearly as '' RETURN GOODS'' and indicate a minimum value of £5. Our returns address is:
BananaFingers T/A EpicTV
30 Avenue du Dr Jacques Arnaud,
74300 Cluses,
France
Unfortunately, we're unable to pay or reimburse import taxes or duties in case any are nevertheless levied, so please follow the above instructions carefully.
4. As soon as we have received the goods, our warehouse team will check and process the return or exchange.
Once processing is complete, we will notify you via e-mail. Refunds will be issued using the same payment method you used when you placed the order.
Please allow up to 5 working days from receipt of a return for us to process it and issue your refund.
Exchanges will be dispatched within 24 hours of procesing. Please note we can only offer exchanges to UK and EU.
Returning your online purchase to our Cluses Shop?
If you purchased something online and need to return it in person, please follow the steps below.
1. Circle RETURN or EXCHANGE written at the bottom of the picking slip you received with your order. If requesting an exchange please write the new size you require.
If you no longer have your picking slip then simply write your order number and your request on a piece of paper.
2. Drop them off
Please bring your returning item(s) and your returns form to our Cluses Shop, and you will be able to return/exchange directly in-store.
I've purchased an item but it is faulty?
In the unlikely event you receive a faulty item, or the item you purchased develops a fault later down the line, please email us at enquiries@bananafingers.co.uk with the information below, and we will process a claim under warranty for you with the relevant supplier, if agreed this is a warranty issue.
- Order number
- Brief description of the usage of the item
- A picture that clearly shows the fault
- A picture of the top/front of the product
- A picture of the bottom/back of the product
- A picture of the sizing label
- (shoes only) A picture of the end tip of the shoe.
