Returns

Returns Policy

We are happy to offer a 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, in a saleable condition and returned within 28 days of receipt, just send it back. 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

Please note, unwanted items are returned at your own expense.

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 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. 

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

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 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

How can I return my bike?

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.

Can I Swap my bikes 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, it's best order a replacement item and then return the original for a refund. 

Will you refund postage costs for my returned goods?

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.

Can I speak to someone about my return?

Of course you can, Visit our contact us page

Please read the Planet X Ltd terms and conditions.

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.

To arrange your return,  Contact us