Customer Care

Returns & Exchanges

Last updated: 14 May 2026

At Banana Lagoon we make our pieces in small runs and price them tight. This policy explains how returns work and protects both you and us. It complies with the Australian Consumer Law (ACL) and the Australian Consumer Law and Fair Trading Act 2012 (Vic).

1. Quick summary

  • Change-of-mind returns: store credit only, within 7 days, item unworn with tags attached, customer pays return shipping plus a 10% restocking fee.
  • Sale, archive, drop and promotional items: final sale. No change-of-mind returns or exchanges.
  • Faulty, damaged or misdescribed items: you have full rights under the Australian Consumer Law, including a refund, replacement or repair where applicable. Nothing in this policy limits those rights.


2. Change-of-mind returns (store credit only)

We are not required by law to accept returns for change of mind, change of size, or any reason unrelated to a product fault. As a goodwill gesture, we accept change-of-mind returns on the following terms.

Eligibility. A change-of-mind return will only be accepted if all of the following apply:

  1. You contact us at support@bananalagoon.com within 7 days of the delivery date of your order, including your order number and reason for return.
  2. The item is unworn, unwashed, unaltered and free of marks, odours, makeup, deodorant or pet hair.
  3. All original tags, swing-tickets and packaging are intact and attached.
  4. You provide proof of purchase (order confirmation or receipt).
  5. The item is not listed under section 4 (Items that cannot be returned).

Outcome. Approved change-of-mind returns will be issued as store credit only. We do not provide cash, card or PayPal refunds for change-of-mind returns. Store credit:

  • Is issued as a digital code by email.
  • Is valid for 12 months from the date of issue.
  • Can be used across the Banana Lagoon online store on any in-stock item.
  • Is not redeemable for cash and cannot be replaced if lost or expired.
  • Equals the original purchase price of the returned item less the deductions in section 3.

Exchanges. We do not process direct size or colour exchanges. If you want a different size or product, return the item for store credit and place a new order.


3. Return shipping and restocking fee

For change-of-mind returns:

  • The customer is responsible for return shipping costs and for ensuring the parcel reaches us in original condition. We recommend a tracked service — we are not liable for parcels lost or damaged in transit back to us.
  • A restocking fee of 10% of the item's purchase price (minimum $5) will be deducted from the store credit issued, to cover handling, inspection and re-listing costs.
  • Original shipping charges paid on the outbound order are non-refundable and will not be added to the store credit.


4. Items that cannot be returned

The following items are final sale and are not eligible for change-of-mind returns, exchanges or store credit (your ACL rights for faulty items still apply — see section 5):

  • Sale, markdown, archive, sample-sale, outlet, and clearance items.
  • Items purchased with a promotional or discount code of 20% or more.
  • Limited drop, capsule, collaboration and pre-order items, where marked "Final Sale" at checkout.
  • Underwear, socks, swimwear and any item where the hygiene seal has been removed.
  • Headwear, jewellery, fragrance, grooming products and stickers.
  • Gift cards and store credit.
  • Custom, made-to-order, embroidered or personalised items.
  • Items returned outside the 7-day window or not meeting the conditions in section 2.


5. Faulty, damaged or misdescribed items — your ACL rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

A major failure includes where the item:

  • Has a problem that would have stopped you buying it if you'd known about it.
  • Is significantly different from the sample, description or demonstration model.
  • Is substantially unfit for its common purpose and can't easily be fixed within a reasonable time.
  • Is unsafe.

How to make a claim: email support@bananalagoon.com within a reasonable time of discovering the fault, including your order number, a description of the issue and clear photographs. We may ask you to return the item for inspection — for verified faults we will cover return shipping. Where the fault is confirmed as a major failure you can choose between a refund (to your original payment method), a replacement (subject to stock), or a repair where appropriate. For minor failures we may choose to repair, replace or refund.

Fair wear and tear, damage caused by misuse, incorrect washing, alterations, or normal characteristics of the fabric (such as natural variation in dyed or printed garments) are not considered faults.


6. How to lodge a return

  1. Email support@bananalagoon.com with the subject line Return — [Order Number].
  2. Include your order number, the item(s) you wish to return and the reason.
  3. Wait for written approval and return instructions before sending anything back. Returns sent without prior approval may be refused and returned to you at your cost.
  4. Pack the item securely with all original tags and packaging. Include a copy of your order confirmation.
  5. Send via a tracked service to the address we provide.
  6. Once received and inspected (typically within 5 business days), we'll email your store credit code or, for ACL claims, process the appropriate remedy.


7. Orders shipped outside Australia

International orders are accepted on the same terms above. Customers are responsible for any duties, taxes or customs charges on both the original order and any returned parcel. These charges are not refundable.


8. Promotional periods and sitewide sales

During promotional periods (for example end-of-financial-year, Black Friday, Boxing Day, sample sales and flash sales), all items purchased are final sale unless we explicitly state otherwise on the campaign page. Your ACL rights for faulty items continue to apply.


9. Contact

Banana Lagoon
ABN: 16 691 378 248
Email: support@bananalagoon.com
Registered in Victoria, Australia.

This policy is governed by the laws of the State of Victoria, Australia. Nothing in this policy excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.