Bought something but it didn’t fit, wasn’t what you expected, or simply changed your mind? Don't panic!
You have 30 days to return this to us, starting from the date it arrived.

We accept returns of all unused products, excluding underwear and food items. 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. We do not cover the cost of postage for returning a product.

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 with your order number in the title.

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.

How to return a product?

1. 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, again, if you no longer have your picking slip, then simply write your order number and your request on a piece of paper.

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 to 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. 

2. Send The Products Back To Us.
Please send it 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. Keep hold of your tracking number, as this will notify you of its arrival when you check it.

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

Optional service for UK customers (FOR REFUNDS ONLY):

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're there. Once you've paid for the postage, there are no additional charges. Keep hold of your tracking number, as this will notify you of its arrival when you check it.

(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.

3. Exchanges.

We do not handle exchanges for orders placed online. 

Bristol Shop Purchases:

Purchases made in the Bristol shop will be available for exchange. Please bring the purchase in, and based on its price, we can arrange an exchange with either a partial refund or an additional payment.

4. Gift Cards

Returns of purchases made with a gift card will be refunded with a gift card of the refunded amount. 
If you partially paid with a gift card, we will refund you with a gift card equal to the amount paid on the gift card and refund you the rest to a debit/credit card.

5. We'll get right on it!
 Refunds can take up to 5 working days from receipt of a return for us to process. If you wish to know if your parcel has arrived with us, please check the tracking info supplied by your courier of choice.
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.

If there are any issues with your return, you will be emailed. Please double-check your spam box if you have not heard anything, as it often falls into there.

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. Paperwork.
You will need your order number or the original picking slip. If you no longer have your picking slip, then simply write your order number and your request on a piece of paper. Please make sure to include both the order number and your contact information.

2. Drop them off.
Bring your 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 directly in-store.

3. Processing.
Please note, if you are returning an online order into store, this will have to be processed through our online system, and not through the till.

Warranties and Faulty Products.

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, and the fault.

If footwear, please make sure both shoes are present in the photos:

• Photos that clearly show the fault
• A side photo of the product 
• A photo of the top of the product
• A photo of the bottom of the product
• A photo of the end tip of the shoe (if applicable)
• A photo of all size /internal labels
• A photo of the product code or serial number (if applicable)

In addition, your preferred outcome: repair / replace / refund.

Warranties can take between 1–2 weeks to complete, sometimes shorter, sometimes longer. We will always endeavour to get the quickest turnaround possible. Suppliers will replace, refund, or repair the item if they agree that this is a warranty issue. Please note; some companies such as Scarpa, La Sportiva, Rab and Patagonia will always opt to repair an item over replacing it. Suppliers hold the right to deny a warranty case if they deem it to be just wear and tear, as an example. If you wish to check what their specific policies are, they will have it displayed somewhere on their company website.