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Returns and Exchanges

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: OUR ROYAL MAIL RETURN LABEL BELOW CAN BE USED FOR REFUNDS ONLY!

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.

Note: If you placed your order after 2 pm (UK time) on Friday or during the weekend, please be aware that unfortunately we cannot cancel or change it in any way.

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 or exchange a product?

1. Please circle RETURN or EXCHANGE written at the bottom of the packing 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.

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 packing slip inside the parcel. If returning climbing shoes to us, please make sure they are only tried on at home for sizing purposes, and they are to be sent back in the condition you received them.
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.

Banana Fingers
 Unit 8, Whitehall Trading Estate
 Gerrish Avenue
 Bristol
 BS5 9DF
 United Kingdom


Optional service for UK customers (FOR REFUNDS ONLY):

Please note: We can't offer this service to customers requesting an EXCHANGE.

We are now offering a Royal Mail return service at a preferred rate, but please note that this fee of £5.99 will be deducted from your refund.

You can download & print a BananaFingers return label HERE
Please make sure to include your packing slip inside your parcel.

You don't have a printer? Don't worry! Royal Mail can print the postage label for you. Once you have received the QR code via email from Royal Mail (this can take up to an hour to arrive in your inbox), you can take your parcel to your Royal Mail Customer Service Point (CSP), usually located at the local Delivery Office. They will scan your QR code and print the label, which they can then attach to the parcel and drop off while you there. Once you've paid for the postage, there are no additional charges. 

(unfortunately, we cannot offer this service for the Channel Islands and the Isle of Man)

When using the Royal Mail return service please note that additional return costs may apply for oversized and/or overweight packages. Such additional costs must be paid for by the return sender when initiating the return process. These excess costs will not be refunded by us.

 

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 processing.

 

Returning your online purchase to our Bristol 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. 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.

 

2. Drop them off

Please bring your returning item(s) and your returns form to our Bristol Shop. You can find the shop located above our Warehouse (click here for shop details), 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.

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