Refund policy

Right of Withdrawal

Under articles 52-58 of the Italian Consumer Code (Legislative Decree 206/2005), the consumer has the right to withdraw from the purchase contract within 14 days from the date the product is received, without giving any reason and without penalty.

How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, the consumer is required to send a written communication to Banana Joe Games Srls at info@bananajoe.games, within 14 days from receipt of the product. The communication must clearly state the intention to withdraw from the contract and contain the following information:

  • Order number.
  • First name, last name, address and contact details of the consumer.
  • Description of the product for which withdrawal is exercised.
  • Date of the order and of receipt.

The model form provided in Annex I, Part B, of the Italian Consumer Code may be used. Sending the communication within the deadline is a condition of validity of the withdrawal.

You can also withdraw online with the 'Withdraw from contract here' link in the footer of every page.

Returning the Product

After communicating the withdrawal, the consumer must return the products within 14 days from that communication, to:

Banana Joe Games Srls
Viale Monte Nero 82
20135 Milan, Italy

Products should be returned intact, complete with all accessories and in the original packaging. The direct cost of return is borne by the consumer, unless otherwise agreed. A tracked shipping service is recommended.

Refund

Banana Joe Games refunds the amount paid, including the initial shipping costs (excluding additional costs arising from the choice of a delivery method other than the standard one), within 14 days from receipt of the withdrawal communication. The refund may be suspended until receipt of the goods or until the consumer has demonstrated that the goods have been shipped. The refund is made using the same payment method used for the purchase, unless otherwise agreed.

Exclusions

Under article 59 of the Italian Consumer Code, the right of withdrawal is excluded in the following cases:

  • Made-to-measure or clearly personalised products.
  • Products which, after delivery, are inseparably mixed with other goods.

Statutory Warranty of Conformity

All products sold by Banana Joe Games are covered by the statutory warranty of conformity provided by articles 128-135 of the Italian Consumer Code, lasting 24 months from delivery. In the event of a conformity defect, the consumer has the right to have conformity restored free of charge through repair or replacement, or alternatively to a price reduction or termination of the contract, as provided by law.

To activate the warranty, report the defect within two months from its discovery to info@bananajoe.games, including the order number, photos of the product and a description of the problem.

Products Damaged During Shipping

If the parcel is visibly damaged at the time of delivery, the consumer is invited to accept the parcel under reservation, noting this to the courier, and to contact Banana Joe Games within 7 days at info@bananajoe.games, including photos of the parcel and the product.