Refund policy

Mood Banana is operated by Banana Venturez Private Limited, with the registered address at Gala No. 1, Building No. 6, Gayatri Complex, Val, Bhiwandi, Maharashtra 421302, India.

1. Order Cancellation Policy

  • Cancellation Window: You may request to cancel your order within 24 hours of placing it. We process orders and initiate dispatch very quickly, often on the same or next business day. Therefore, to increase the likelihood of a successful cancellation, we strongly recommend submitting your request as soon as possible after placing the order.

  • Cancellation Request Process: To cancel an order, please contact our Customer Service team immediately at contact@moodbanana.com or call us at +91 96193 66663. Please ensure you provide your unique order number for prompt assistance.

  • Approval of Cancellation: Cancellation requests are subject to approval and can only be entertained if the order has not yet been dispatched from our warehouse. If your order has already been processed for shipping and handed over to our logistics partner, we regret that we will be unable to cancel it.

  • Refund for Approved Cancellations: If your cancellation request is approved before dispatch, the refund will be processed back to your original payment method within 3-4 business days from the date of approval.

2. Return & Exchange Policy Due to the nature of some of the products we sell, certain items are non-returnable and non-exchangeable unless affected by a manufacturing defect, transit damage, or are an incorrect/missing item.

2.1. Conditions for Accepted Returns/Exchanges: Returns or exchanges will only be considered under the following specific conditions:

  • Manufacturing Defect:

    • Reporting Timeframe: You must report a manufacturing defect within 7 days of receiving the product.

    • Warranty Period: Beyond the 7-day reporting window for immediate defects, a manufacturing defect (resulting in a functional failure, not physical damage) is covered under our product warranty for 169 days from the date of sale.

    • Proof Required: To claim a manufacturing defect, you must provide a clear video demonstrating the product not working as intended. This video should be sent via email to contact@moodbanana.com.

    • Resolution: Upon our verification of a legitimate manufacturing defect, we will arrange for a replacement of the product. Refunds are typically not offered for manufacturing defects unless a replacement product is unavailable (out of stock).

  • Transit Damage / Wrong Item / Missing Item:

    • Reporting Timeframe: You must report transit damage, receipt of an incorrect item, or missing items within 7 days of receiving the product.

    • Mandatory Proof (Unboxing Video): For all claims of transit damage, wrong items, or missing items, an uninterrupted unboxing video is mandatory. This video must clearly show:

      • The package in its original, sealed condition before opening.

      • All sides of the sealed package.

      • The shipping label clearly visible.

      • The entire unboxing process from start to finish without any cuts or edits.

      • The immediate revelation of the damage, incorrect item, or absence of the item.

    • Resolution: Upon our verification of legitimate transit damage, receipt of an incorrect item, or a missing item through the unboxing video, we will arrange for a replacement of the affected product. In cases of wrong items or missing items, we will ensure the correct product is dispatched to you.

  • Returnable Items:

    • For specific product categories that may be designated as returnable, returns or exchanges will be accepted only if the item is unused, in its original packaging, and returned within 7 days of delivery. This will be specified on the product page or at the time of purchase for such items. Further specific conditions for such items (e.g., tags intact, specific packaging) may apply and will be clearly communicated.

2.2. Proof of Purchase: For any return or exchange request, you must provide valid proof of purchase. Acceptable forms include your order number, the order confirmation email, or a screenshot of your order history from your Mood Banana account.

3. Verification and Fraud Prevention All claims for manufacturing defects, transit damage, wrong items, or missing items are subject to our rigorous internal review and verification process. We reserve the right to deny any claim if:

  • We suspect fraudulent activity.

  • The required video proof is not provided, is incomplete, edited, or does not clearly demonstrate the claimed issue.

  • The claim does not meet our stated policy conditions. We may conduct further investigations as deemed necessary to ensure the legitimacy of a claim and protect our business interests.

4. Return Shipping and Packaging If your return or exchange request for a manufacturing defect, transit damage, wrong item, or missing item is approved, you must return the product in its original packaging, including all original accessories, manuals, and any freebies that were included with the product.

  • Shipping Costs: For all approved and legitimate claims (manufacturing defect, transit damage, wrong item, or missing item), Mood Banana will cover the cost of return shipping for the defective/damaged/incorrect product back to our facility, and the subsequent cost of shipping the replacement product to you. You will not be asked to bear these shipping costs.

5. Refund Policy Refunds are generally issued only under the following specific circumstances:

  • Approved Order Cancellation: If your order cancellation request is approved before the product is dispatched (as per Section 1).

  • Product Out of Stock: If a replacement product for a verified manufacturing defect, transit damage, wrong item, or missing item is unavailable (out of stock) at the time of your claim, a full refund will be processed.

  • Exceptional Cases (Goodwill): In rare and exceptional circumstances, and at our sole discretion, we may offer a refund instead of an exchange or replacement.

5.1. Refund Processing:

  • Approved refunds will be processed back to the original payment method used for the purchase.

  • Please allow 3-4 business days for the refund to be processed on our end. Please note that it may take an additional 5-10 business days (or longer, depending on your bank or credit card company's policies) for the refund to reflect in your account statement.

  • If more than 15 business days have passed since we approved your refund and you have not received it, please contact us for assistance.

6. Items Not Eligible for Return/Exchange/Refund The following items or conditions are generally not eligible for return, exchange, or refund:

  • Products without a proven manufacturing defect, transit damage, or not being the wrong/missing item.

  • Items where the reported issue cannot be verified by the provided video proof or does not meet the specified policy conditions.

  • Items not returned in their original packaging, or those missing accessories/parts.

  • Products damaged due to misuse, accident, neglect, unauthorized repair, or improper handling by the customer.

  • Claims made beyond the stipulated reporting timeframes.

7. Contact Us For any questions regarding our Cancellation, Return, and Refund Policy, or to initiate a request, please contact our dedicated Customer Service team:

Email: contact@moodbanana.com Phone: +91 96193 66663