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.
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.
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.
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. 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
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.
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.
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.
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, we recommend that you order a replacement item and then return the original for a refund.
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.
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.
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.
