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Returns

Returns Policy

If you change your mind about an item you've purchased, or if you have discovered a fault with the product, we're happy to organise a full refund on the original item and the delivery charge as long as your items are returned unused, in their original packaging, in a saleable condition and returned within 28 days of your receipt. 

Unfortunately, we do not accept refunds or exchanges on part bundles and this does not affect your statutory rights.
 
Please note, unwanted items are returned at your own expense, with the exception of clothing orders above £5, where free returns are available using Collect+ returns service.

If your unwanted item is returned after the relevant returns period, we are unable to process a refund for that product. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
 

We now offer FREE RETURNS on Clothing. Click below to find out more.

Free Returns on Clothing

Exchanges

We don’t offer free exchanges. All returned items will be refunded once they've been received by our warehouse.
If you require an alternative size or colour please make a new purchase and we will refund your original item(s) for a refund if you are within 28 days.

Damaged or Incomplete Orders

Please note: for any faulty, damaged, or incomplete orders please let us know within 30 days of receiving 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 appears damaged, please sign for them as 'Goods Received Damaged' and Contact Us within 30 days of receipt of your order with a note of your order number. If you are returning an item because it is faulty, not as described or it’s damaged, you can choose any way to get it back to us but please contact us if you are outside the UK. 

Responsibilty

Returned items are your responsibility until they reach us, please ensure all returned items are securely packaged to avoid any damage in transit.

Ensure that you get proof of postage in case you need to contact us about your return.

Unfortunately, we're not responsible for any items that are returned to us by mistake (it happens!). We will try our best to locate the items, although this is not always possible, and return them to you if desired. Please note: we may ask you to cover the delivery cost for these items.

 

How to Return Items

1. Complete a Returns Form

Simply Download and Print the Planet X Returns form and include it inside your returns package

2. Package your items and return them to us:

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.

NOTE: Items MUST be returned in full including all batteries, cables, and chargers along with any other items.

3. What happens next

As soon as we receive your returned items, we’ll process them and give you a refund if you are within 28 days. If items are returned outside 28 days, a credit will be applied to your Planet X account. We aim to refund you within 14 days of having received the returned item.

For any further enquiries, please Contact our Customer Support Team here, or email us at [email protected].

FAQs

Are any items excluded from the returns policy?

Certain products such as food or perishables cannot be returned. Personalised items, or those made to order, are also excluded unless they have a fault, if there are any issues with products purchased please contact us.

Can I get an exchange before my items are returned?

If you wish to receive a different size and colour please make a new purchase online and we will process a refund for you if you are within 28 days

How can I return my bike?

If you want to return a bike, please contact us to discuss the best method for this.

How to return your bike

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 restocking fee of £125.00. Any amendments to your specification will incur our standard workshop fee of £50.00.

Can I swap my bike frame for a different size?

Customers wishing to swap their bike frame will incur a charge of £125

How can I fast-track my return?

We always aim to process returns efficiently, however, if you want to fast track the process, we recommend that you order a replacement item and then return the original for a refund. 

Will you refund postage costs for my returned goods?

We can cover postage costs for faulty items up to the value of £10. Please send us proof of your receipt and we will be able to start the refund process for this. Please note that if goods are unwanted then the cost of return would not be refunded.

Can I speak to someone about my return?

Of course! Please visit our contact us page for any order or return enquiries.

We recommend reading our Planet x Ltd Terms and Conditions before placing an order or returning an item.

Returning an item from outside the UK

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.

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