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 appear 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.
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.
NOTE: Items MUST be returned in full including all batteries, cables and chargers along with any other items.
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
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?
I wish to exchange my item(s)
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
If you want to return a bike, please contact us to discuss the best method for this.
Visit our contact us page
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 £125.00. 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.
Postage for faulty items 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, Visit our contact us page
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, Contact us