RETURNS & REFUNDS
Clear rules, no mysterious small print.
Last updated: September 2026
Your right to cancel
For eligible standard products bought online, UK consumers normally have 14 days from the day after the goods are received to tell us they wish to cancel, without giving a reason.
After telling us you wish to cancel, you then have a further 14 days to send the goods back.
To cancel, email sales@ebanana.co.uk and include your name and order number.
Return postage for change-of-mind returns
Unless the goods are faulty, damaged, incorrect, or we agree otherwise, you are responsible for the direct cost of returning an eligible change-of-mind return to us. Please contact us before sending anything back so we can provide the correct return instructions.
Personalised or made-to-your-specification products
The statutory cancellation right may not apply to goods made to your individual specifications or clearly personalised for you. Where a product falls within this exception, we will make that clear before you buy it.
Being printed to order does not, by itself, remove your cancellation rights for a normal eBANANA catalogue design.
Faulty, damaged or incorrect goods
Your statutory rights are not affected by this policy. If an item is faulty, damaged, incorrectly printed, or different from what you ordered, contact sales@ebanana.co.uk with your order number. We may ask for photographs so we can investigate and arrange the appropriate remedy.
Condition of returned goods
You may examine goods in the same way you reasonably could in a shop. If goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may be entitled to reduce the refund to reflect any resulting loss in value.
Refunds
For a valid cancellation, we will refund the price paid for the returned goods and the cost of our standard delivery option. If you chose a more expensive delivery service, we are not required to refund the difference above the standard delivery cost.
Refunds will normally be made to the original payment method. For cancellation returns, we may withhold the refund until we receive the goods back or you provide evidence that you have sent them, whichever happens first. We will then make the refund within the applicable legal timeframe.
Return address
Please do not automatically send returns to the return address printed on the original parcel. Contact us first at sales@ebanana.co.uk and we will provide the correct return instructions.
Model cancellation form
You do not have to use this wording, but you can copy and email it to us:
To: eBANANA — sales@ebanana.co.uk
I give notice that I cancel my contract of sale for the following goods:
Order number:
Goods:
Ordered on:
Received on:
Name:
Address:
Date: