General withdrawal period
For distance contracts, consumers generally have a statutory 14-day withdrawal period, subject to legal exceptions.
Immediately supplied digital content
For digital content not supplied on a tangible medium, the withdrawal right may be lost after performance starts if the consumer expressly requested immediate supply and acknowledged the resulting loss of the withdrawal right, where all applicable legal conditions are met.
Banana Vault checkout
Where this exception is used, checkout must separately record the required consents before the banana is created and delivered, and the order confirmation must preserve evidence on a durable medium.
Refund cases
Banana Vault reviews in particular duplicate payments, confirmed payments without delivery, verified technical errors and other anomalies attributable to the service.
Effect of a full refund
A full refund cancels the rights attached to the refunded collectible. Its unique number is never returned to circulation or reassigned to another customer.
Chargeback and fraud
During a payment dispute or fraud investigation, the relevant collectible or account may be temporarily frozen to the extent necessary to handle the case.
How to make a request
Use the online withdrawal feature or contact support@banana-vault.com with the account email, order reference, date and reason. Never send your password or full card data.
Mediation
After a prior written complaint to Banana Vault that remains unresolved, consumers may contact CM2C free of charge: 49 rue de Ponthieu, 75008 Paris, France · +33 1 89 47 00 14 · CM2C online referral.