Shipping, Return and Store Policy

A transaction fee of 5% of the total invoice amount will be applied to ALL REFUNDS to cover bank transaction fees and restocking fees. 

It is entirely at Top Banana's discretion to determine whether to provide a credit or refund, depending on the specific circumstances.

SHIPPING
•    Free metro delivery on orders $199+

•    Metro shipping fee for small and medium printers is $25

•    Shipping fees for free-standing photocopiers are determined by weight and delivery location. Tailgate delivery by truck is often necessary, with any additional freight charges quoted accordingly. Customers may need to provide or have a forklift on-site to receive the delivery. Delivery is restricted to a single ground floor location. While unloading assistance should ideally be provided by the customer or available at the delivery point, for heavy or bulky items, customer assistance may be necessary. Additional charges may apply for deliveries to upper-level or below-ground locations, and delivery arrangements will be adjusted accordingly.

•    TopBanana delivers to the majority of Australian postcodes, with exceptions for remote areas where additional fees may apply. We'll notify you before accepting your order if delivery isn't feasible or if there's an increased fee. Our shipping fees are generally based on metro/close regional rates. However, for remote, heavy or bulky items, higher charges may apply. We'll provide you with any adjusted shipping rates before processing your order, giving you the option to accept or decline accordingly.

•    Express Same-Day Courier Service is available at check out and possible if:

- The order is placed before 1:30 PM AEDT

- The delivery address is within Sydney, Melbourne, Brisbane, Perth and Adelaide metropolitan areas only

•    In case that the Same-Day Courier Service is not available, TopBanana’s friendly Customer Service Team will be in touch as soon as possible

•    TopBanana will exhaust all measures to ensure same-day delivery when requested and paid for, with a 99.90% success. However, they are dependent on external point-to-point couriers and may rarely result in next-day delivery. In the unlikely event a customer’s order has not been delivered on the same day upon availing a Same-Day Delivery Service, TopBanana will refund the extra charges for Same-Day Delivery Service.

•    Next-Day Delivery is possible if:

-The order is placed before the 3:00 PM cut-off time

-The delivery address is within metropolitan areas

•    In case that the Next-Day Delivery is not possible, TopBanana’s Customer Service Team will be in touch with you as soon as possible

•    TopBanana ships to both business and residential addresses, including PO boxes and parcel lockers. However, as some couriers do not accept PO Box addresses, it is highly recommended that customers include an alternative non-PO Box address for delivery to avoid delay with dispatch

•    Orders are dispatched twice a day (10:00 AM and 3:00 PM). The cut-off for any order is 2:30pm AEST

•    Normal delivery takes 2-3 days for locations outside the metro

•    Orders for products which are in-stock are dispatched within 1 business day once payment clears

•    Orders for in-stock products where the quantity ordered is larger than the quantity available may be shipped in a single or multiple shipments- depending on the ETA for the outstanding quantity. Customer may leave a message with their preferences at the time of placing the order

•    Orders for products with an ETA will be shipped once the product is received in stock. ETA is the Estimated Time of Arrival as indicated by the supplier or manufacturer and hence, is subject to change. It is recommended to check the status of an order on TopBanana’s website for any changes on the ETA

•    Out-of-stock products will be placed on back-order, and the ETA will be advised when confirmed. The customer will receive an email notification if there is a possible delay on your order

•    Orders with multiple shipments will most likely result in separate parcels arriving at different times

•    The updated status of a customer’s order/s can be checked on the TopBanana’s website

•    Bulk orders and/or orders to remote locations may incur an additional freight cost

ITEMS ON BACK ORDER

Some prices on items on backorder may vary upon arrival of goods. If there is a price increase, TopBanana will reach out to the customer with an update and the current updated price for an item/order at that time. If the customer is not amenable to the updated price, he/she has the option to cancel the order for a full refund or a Store Credit.

ORDER TRACKING

The customer can check the status of an order/s using the tracking number that will be sent to their email. Most couriers offer online tracking options in their website, upon input of tracking number. Please contact the courier service directly if real-time update is required.



AUTHORITY TO LEAVE

If the customer gives an Authority to Leave (ATL), to deliver without a signature in the comments, or delivery to an alternate address not in the shipping address entered, then the courier is authorized to leave the goods unattended. This also signifies that the customer will accept the delivered goods’ condition once the order has been placed in our system.

TopBanana will not accept any responsibility for any loss or damage on the product/s. Should a customer choose this delivery method, they agree to release TopBanana from any claims, demands, liabilities, losses, costs and expenses.


LOSS AND DAMAGE
•    If a customer’s parcel has not been delivered by the expected time and cannot be located, contact TopBanana within 14 days from date of purchase. TopBanana will provide refund or compensation for lost items, if/when applicable

•    It is the customer's responsibility to ensure that they inspect the delivered goods immediately to ensure that it has been made in full and has not sustained any transit damage. Customer must contact TopBanana within 14 days from delivery

•    When the customer or their authorised representative signs a Proof of Delivery (POD), they are confirming that the product has been delivered in full and is in good condition (i.e. no visible physical damage)

•    If a shipment arrives with a damaged carton or item, the delivery should be rejected and POD should not be signed or the POD must reflect the damage noted on it

•    No returned goods will be accepted without the details of the damage/s sustained clearly written on the POD. This is a basic requirement for insurance claims.

ADDITIONAL FEES AND CHARGES

•    PayPal payment method will incur a 2% surcharge fee and credit card payments may incur 1.5% surcharge fee. 

•    Bank Transfer (EFT) have no surcharges but may take up to 1 to 3 business days to clear. Please send a copy of the remittance receipt to accounts@topbanana.com.au for faster processing. 

•    If TopBanana incurs extra delivery charges as a result of the customer’s action or inaction, they may be charged for these, at TopBanana’ discretion- i.e. second/succeeding delivery charges by couriers as a result of customer’s- or their designated receiver’s absence at the nominated delivery address which was specified upon purchase that the address is attended during normal business hours

•    TopBanana may require that all charges be paid before re-delivery. A 30-day account is available, upon request of customer. Submission of required documents apply prior to approval

•    If a delivery cannot be made due to customer unavailability at the given delivery address, refund will not include the delivery cost
 
ORDER CANCELLATION

•    The customer must notify TopBanana of an order cancellation within 4 hours after placing the order via email and phone call

•    Parts and spare parts are special order-in items. Once ordered from the manufacturer, it can no longer be cancelled or refunded

•    Should a customer wish to cancel an order that has been shipped out or delivered, the goods have to be returned to TopBanana Dandenong depot first to get a refund or credit. Please note that the standard delivery fees will still be chargeable and will not be refunded

•    A 20% restocking fee may be applied to a cancelled order at our discretion. Delivery fees are non-refundable if item has been shipped, delivered or refused by the customer

•    For cancelled orders that were paid using a credit card, the credit card surcharge is non-refundable
 
RETURNS AND REFUNDS

•    For any refund request, the customer must notify TopBanana within seven (7) days upon the purchase date. A processing fee of 5% will automatically be deducted from the refund amount to cover the cost of the payment transactions (e.g. credit/debit card payments, bank transfer fees)

•    For all returns, including faulty items, change of mind or ordered by mistake, we only provide a full Store Credit or a replacement product

•    The customer must organize the return of the goods to our warehouse in Melbourne and pay for the applicable postage cost. Please ensure that the invoice or order number is enclosed in the return parcel. The tracking number must be provided to TopBanana for our reference
•    Postage costs incurred are non-refundable and cannot be credited
•    The customer is responsible for any risk of returning the goods to our Melbourne Head Office. We cannot be held responsible for any damage or loss during transit. Therefore, we recommend an insured and trackable mail service

•    We are unable to issue a Store Credit without the actual receipt of the goods or proof of received return delivery

•    If the item was purchased with free delivery, return/shipping fee still applies (up to $15 on small items, up to $45 for medium-large items and bulky items will be quoted accordingly.)

•    Any product for return must be in the same condition it was received and should be in its original packaging. Items that have been opened but not faulty cannot be returned

•    A gentle reminder to always keep the official receipt

•    Should TopBanana decide to accept non-faulty unopened goods for a refund for valid reasons, the customer may then return the item and put the RA on the return label; however, the customer will shoulder the fee for return shipping

•    A 20% re-stocking fee or more may apply after the 14th day

•    TopBanana will inspect the condition of the returned item upon receipt. Please note that only a Store Credit will be provided less 5% processing fee

•    Strictly No Return and No Refund policy for second-hand, pre-owned, refurbished and demo items. Partial or full Store Credit can be given in our discretion

•    Refunds are typically processed within 48 to 72 hours, excluding weekends and public holidays. We appreciate your patience during this time.

FAULTY NEW ITEMS

The customer must report to TopBanana for any possible fault or issue with the product. Product should be within the warranty period in order for the replacement/credit process to be initiated. For items such as photocopiers, printers, and other items similar, we will schedule a visit from one of our skilled technicians to examine the machine firsthand. The technician will assess whether the issue can be resolved through repairs within a reasonable timeframe or if a replacement/store credit is necessary.

•    Straight Replacement
We will make enquiries to the manufacturer on the customers behalf and a new or equivalent model will be sent as a replacement.

 
•    Store Credit
In the event that the item is proven to be faulty and the customer prefers to receive a refund instead of a replacement, we will provide a Store Credit equivalent to the purchase amount + 5% additional credit as a bonus gift.

 
CHANGE OF MIND

For change of mind or orders by mistake, a return request will only be eligible if:
•    The goods are in the original and unopened packaging. Unopened items, regardless if not faulty, can no longer be returned

•    If the product has been opened or damaged in any way, there shall be no refund given

•    Once the item is received, TopBanana will evaluate the condition of the item. If approved, we only provide a Store Credit of the purchase amount less of 5% payment processing fee


WARRANTY
•    All new products sold by TopBanana are covered by Manufacturer’s Warranty except Refurbished and second-hand printers

•    Most goods are under a 6-month warranty except Refurbished and second-hand printers

•    For a faster and more efficient approach with warranty claims, you may direct this concern with the manufacturer for items where the manufacturer has a service centre network in Australia

•    All standard and extended warranty offers must be registered with the appropriate manufacturer upon receipt of purchase. This is the sole responsibility of the purchaser

•    Warranty information is provided in the invoice's description for refurbished and second-hand printers; otherwise, no warranty is included

•    For second-hand or demo items that include a manufacturer's warranty, all warranty claims must be handled directly through the manufacturer. Please ensure you provide them with a copy of your invoice.


REFURBISHED / SECOND-HAND ITEMS / DEMO UNITS

There is strictly No Return, No Refund policy for refurbished and second-hand items such as photocopiers.

•    Second-hand machines are thoroughly tested and guaranteed to be fully functional at the time of sale. If a machine arrives malfunctioning at the time of delivery or within the first 7 days, we will promptly fix the issue. 

•    If any parts are missing from a refurbished / second-hand / demo unit, please notify TopBanana immediately upon receipt. We will promptly initiate an investigation with the manufacturer or the authorised distributor. Please allow up to 7 days for us to locate the missing parts. If the parts cannot be sourced, TopBanana will arrange for a replacement part to be shipped to you.

COPIER SPARE PARTS AND CONSUMABLES

•    Please note copier spare parts and consumables are non-refundable

•    If faulty upon assessment, we will gladly offer an exchange only
 
SERVICE & REPAIR

•    Our technicians will assess the printer and make an attempt to repair it without requiring any parts

•    If parts are deemed necessary for the repair, the service manager will provide a quotation for the required part(s) or allocate the part(s) and provide a quote for the cost

•    Regardless of whether parts are needed or not, approved by the customer or not, the technician's time spent on travelling onsite and on the assessment and repair process are billable

•    If the required part is available and in stock, they will be shipped directly to the customer's location

•    Upon receiving part/s, it is the customer's responsibility to ensure their availability and readiness for the technician's re-attendance

•    Once the customer receives the part/s, customer to advise the service manager by phone call or email. The service manager or technician will schedule a follow-up onsite visit

•    Customers requesting a service must include any and all information asked for prior technician attending including specific error message, test pages, etc.

•    In the event that a required part is no longer available or obtainable, we will promptly inform the customer about the unavailability

•    Despite unavailability of part/s, the customer will still be responsible for paying for the technician's time spent on assessment and attempted repair

•    All remote IT support are charged separately per hour. This includes settings configuration, scan to PC, scan to email and other software and settings related issues

•    The customer is responsible for ensuring network access and/or admin login details are readily available

•    Network-related issues are not part of the service and IT support. Customer is responsible for ensuring their network and any accessories to it are ready and/or working.
 
Note: TopBanana reserves the right to cancel any order. In such an event, full payment will be refunded.