1. No Returns or Exchanges
At Bunny Banana, the health of rabbits comes first. Certain contagious diseases can be carried from one household to another through contaminated items. To reduce this risk, all sales are final and we do not accept returns or exchanges.
Once an item has left our premises, we cannot know what it may have come into contact with. For this reason, we do not take products back or resell them for use by another rabbit.
All sales are therefore final. We do not accept returns or exchanges, even if the product has not been used, in the following situations:
This rule applies to the circumstances listed below. It does not limit any mandatory remedies available in the event of a damaged, defective, incorrect, incomplete or undelivered product.
- Change of mind
- You selected the wrong size, dimensions, color or pattern
- The customer does not like the product
- The rabbit does not use or like the product
- The product is no longer needed for any reason
Please carefully check the dimensions, photographs and product information before placing your order.
2. Damaged, Defective, Incorrect or Incomplete Product
If your order arrives damaged, defective, incorrect or incomplete (excluding free gifts), please contact us at contact@bunny-banana.com.
If there is an issue with your order, please contact us as soon as possible, preferably within 3 days of receiving it.
Please provide:
- Your order number
- A brief explanation of the issue
- Clear photographs of the product
- Photographs of the package and shipping label if the package is damaged
Please keep the product and its packaging until we have responded. Do not wash, alter or dispose of the product before receiving our instructions.
3. Remedy Offered
After we have reviewed and verified the issue, our first remedy will be to send you an identical replacement product at our expense.
If a replacement product is no longer available, we will issue a refund to the payment method used for the original order.
If a replacement is available but you do not wish to receive it, we will issue store credit for the same amount. No refund to the original payment method will be issued in this situation, unless required by applicable law.
If the issue is caused by Bunny Banana and we need the product to be returned, we will provide return instructions and cover the return shipping costs. Please do not send anything back without our prior approval.
4. What Is Not Considered a Defect
Every rabbit is different. Even durable fabrics are not indestructible when exposed to a rabbit’s chewing. The lifespan of a product may therefore vary depending on the rabbit’s activity level and habits. Our products are not chew toys.
We cannot replace or refund a product damaged by:
- Chewing, biting, scratching or digging
- Normal wear and tear
- Fur, stains, odors, urine or toileting accidents caused by your rabbit
- Misuse or accidental damage
- Washing, drying or care that does not follow our instructions
- Mat shrinkage after washing. Slight shrinkage during the first washes is normal. Shake and reshape the mat after washing. More significant shrinkage may occur if the care instructions are not followed. Shrinkage after washing does not entitle the customer to a refund or replacement unless a manufacturing defect is confirmed.
- Pattern orientation. Depending on the production batch and cutting process, the pattern may be vertical or horizontal. We do our best, but the orientation cannot be guaranteed. Product photographs are provided for illustrative purposes only. This variation is normal and does not entitle the customer to a return, exchange or refund.
- Cutting, altering or repairing the product by the customer
- Selecting the wrong size
- The rabbit not using the product
Please inspect the product regularly. Stop using it if it becomes significantly damaged or if any filling or other part becomes exposed that the rabbit could swallow.
5. Order Changes or Cancellations
We process orders quickly. If you wish to change or cancel your order, please contact us immediately at contact@bunny-banana.com and include your order number.
We will do our best to assist you, but we cannot guarantee that any change or cancellation can be made after the order has been placed.
Once an order has been processed or shipped, it can no longer be cancelled and Bunny Banana can no longer change the shipping address.
Please carefully check your shipping address before making payment. Once the order has been processed or shipped, you may try contacting the local carrier, but no address change can be guaranteed. An incorrect or incomplete address does not entitle the customer to a refund. If the package is returned to us and needs to be reshipped, the customer will be responsible for the new shipping costs.
6. Package Marked as Delivered
A package marked as delivered does not automatically entitle the customer to a refund or replacement. If you cannot locate your package, please contact us promptly so that we can review the delivery in accordance with our Shipping Policy.
If the investigation confirms a delivery error or loss by the carrier, we will send you an identical replacement product. If no replacement is available, we will refund all amounts paid for the affected order, including shipping fees.
7. Refunds and Contact
When a refund is approved, Bunny Banana will issue it to the payment method used for the original order. Depending on your bank, it may then take 5 to 10 business days for the refund to appear in your account.
This policy does not limit any customer rights that cannot legally be excluded under applicable law.
For any request, please contact us at contact@bunny-banana.com and include your order number.