We are happy to offer an exchange or refund. Perhaps the item is not what you want, it doesn’t fit, or maybe you’ve just changed your mind. As long as your items are unused, in their original packaging and returned within 28 days of receipt, just send it back.
Please note, unwanted items are returned at your own expense.
If you return an item because it is not as described or it’s damaged, you can choose any way to get it back to us. If you live outside the UK and need to return an item to us, please contact us prior to sending the goods back.
Items bought online must be returned to our warehouse and cannot be exchanged at our Showroom.
Please note: for any damaged of incomplete orders please let us know within 7 days of recieving your items to enable us to complete the claims process with the courier where applicable. Upon receiving your goods, please carefully check them over. If either the goods or packaging appear damaged, please sign for them as 'Goods Received Damaged' and contact us within 7 days of receipt of your order with a note of your order number.
Simply Download and Print the Planet X Returns form and include it inside your returns package
We recommend using a secure delivery method for returning goods (such as Royal Mail First Class Recorded Delivery). This method requires a signature upon receipt and insures you for the cost of the items.
Please post your returns to the following address:-
Planet X Ltd Returns
Units 38-41 Aldwarke Wharf Business Park
Waddington Way
Rotherham
S65 3SH
(Postal Address Only - This address is not open to the public)
As soon as we receive your returned items, we’ll process them and either give you a refund or send your preferred alternative.
Certain products such as food or perishables cannot be returned. Personalised items, or those made to order, are also excluded unless they are faulty.
Can I get an exchange before my items are returned?
Generally, with regard to returns we cannot deliver an exchange until we have received the original items back. We always aim to process returns efficiently, however, if you want to speed the process up you can always order a replacement item and then return the original for a refund.
If you want to return a bike, please contact us to discuss the best method for this.
email [email protected]
Please Note
Our bikes are custom-built to your requirements, any order cancellations that are made after your bike has commenced assembly will incur our standard re-stocking fee of £80.00. Any amends to your specification will incur our standard workshop fee of £50.00.
Customers wishing to swap their bike frame will incur a charge of £125
We always aim to process returns efficiently, however, if you want to fast track the process, it's best order a replacement item and then return the original for a refund. Generally, with regard to returns we cannot deliver an exchange until we have received the original items back.
Postage up to the value of £10 will be refunded when we receive the receipt for this. Please note that if goods are unwanted then the cost of return would not be refunded.
Of course you can, email us at [email protected]
Please read the Planet X Ltd terms and conditions.
If you live outside the UK and need to send an item back to us please contact us prior to returning the goods. In most cases we can arrange a collection of the goods either free of charge, or if the item is unwanted, for a competitive rate with an insured carrier. Please note, if you return your item without first contacting us, we will only refund postage costs up to the value of £10.
To arrange your return, email us by clicking here.