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Terms and Conditions

Planet X is dedicated to customer satisfaction. If you have any suggestions or comments, please email us using the details on the contact us page.

Making A Purchase

Making a purchase could not be easier. Just browse our online store and add any items you wish to buy to the 'Shopping Cart'. When you have finished browsing and made your selections click on 'Checkout'. You will then be asked for a few details so we can complete the order. Please note, the full amount is taken on all orders including bikes and pre-orders at the time of purchase.

Amending a Custom Build Bike order

Planet X reserve the right to charge customers an additional £50 re-build fee when they request specification changes on a build that is already in progress or completed. We will only do this when the items to be changed cannot be returned to stock and/or if the bike build is already completed.


We accept Visa, Mastercard, and Paypal. If you are shopping from outside the UK, once your order has been placed, your credit card company will convert the transaction to your local currency. You are charged immediately upon placing your order.

You will then receive confirmation of your order - this confirms we have received your order, but it does not indicate a contract exists between us. We will indicate acceptance of your order by sending you an invoice - this is the contract between us. We have included this term to protect us in the case that a mistake has been made in pricing, for example if we have inadvertently under-priced a product, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the revised price is acceptable to you.

Finance Orders

'Please note when purchasing a bike through finance your order is dependent on current stock when the order is processed through to our system. We cannot hold stock until the fiance has been agreed. We will always do our best to fulfill your order.

We act as a credit broker and we only offer credit products from Secure Trust Bank PLC trading as V12 Retail Finance.

Secure Trust Bank is registered in England and Wales 541132. Registered office: One Arleston Way, Solihull, B90 4LH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registration number: 204550.

Finance Processing Time

With most applications, we expect that you will be given an acceptance or decline decision within 10-20 seconds. In some cases, V12 may return the decision as ‘referred’. You will then be contacted for further information. Once the underwriters have made a decision you will receive an email confirming our decision. For in-store applications, you can usually wait in the shop whilst the underwriters review your application. Underwriting hours are 8 am to 8 pm, Monday to Friday, 9 am to 6 pm on Saturday and 10 am to 5 pm on Sunday & Bank Holidays. If your application is referred outside of these hours then you may have to wait until the next working day for the decision.

Delivery on Finance Orders

For orders made online or via mail order using finance, we are only able to deliver the goods to the address on your credit agreement (and not left in a safe place) or an address approved by V12. The collection of goods from the store or delivery of goods to addresses not approved by V12 is not permitted. The delivery address cannot be changed once the Order is accepted on any finance orders.

Declined Finance Orders

Should V12 decline your application they are unable to share the reason for the decline with you or us.

Returns & Cancellation procedure on Finance Orders

If you wish to return some or all of your goods please refer to our returns policy. If your return meets our returns policy we will contact V12 to update or cancel the credit agreement.

V12 will give you the contact details for the credit reference agency used. They will also give you information on how to appeal the decision if you wish to discuss the matter further. Please note that V12 is unable to discuss this over the telephone due to Data Protection rules. You should also note that each lender applies its own credit score to applicants so if you have recently been accepted for credit elsewhere this does not necessarily mean that appealing the decision on this basis alone will result in a change of decision.

Shipping and Handling

Carriage for goods is charged as shown in the 'Checkout' when you input your delivery address. UK orders are shipped via Royal Mail Signed For (small items) or courier (large items). Overseas items are shipped using DPD or Royal Mail Worldwide. When selecting a delivery address, please consider that someone will need to be available to sign for your item.

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.

 International Orders - When ordering from Planet X you are considered as the importer and are responsible for any duty payable. However, all orders placed for delivery to addresses located in the customs territory of the US (including the 50 states, the District of Columbia and Puerto Rico) that are below $800 ($100 for gifts) in value, are free from duties and import taxes.

Any Duty which is payable on an item will be requested by the courier on behalf of your local Customs office and you will have 21 days to pay this balance. In the event for any reason the package is returned to us any outstanding customs fees will be deducted from any refund.

Back Orders

If your item is not in stock at the time of ordering, we will not back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Credit Card Security

We use 3rd Party Credit Card processing which means that we never see your credit card details.


Planet X branded goods carry a 2-year warranty against manufacturing defects. Please contact us for further details or take a look at our warranty page for more info.

Privacy Policy

To process your order, we require your name, billing address, phone number, email address and credit card information.

Planet X do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfillment. In this case, the third party will not disclose any of the details to any other third party.

We do our best to maintain the accuracy of any personal information you do supply to us, but you can help Planet X update and maintain the accuracy of any personal information you supply by using the account profile pages or notifying Planet X of any changes to your address, title, phone number or email address.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to Tools | Internet Options | Privacy and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.

Data collected by this site is used to:

  • Take and fulfill customer orders
  • Administer and enhance the site and service
  • Issue a unique identifier (e.g. customer login)
  • Monitor customer account status beyond that required for individual purchases
  • Disclose information to third-parties only for goods delivery purposes

Returns Policy

Planet-X has a simple, but comprehensive 28-day returns and refunds policy which means that most queries can be resolved quickly and easily. For issues that cannot be resolved immediately, we will respond within 24 hours either resolving your complaint or with an expected timescale for resolution of the issue.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found here.

Items bought online must be returned to our warehouse by post.

We do not accept refunds/exchanges on part bundles. This does not affect your statutory rights. 

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?
Generally, Items need to be returned to us through our returns process. If you require an alternative size or colour, please make a new purchase and your goods will be processed once received if 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.

Please Contact us
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.

Incomplete Orders

If you find that your order is incorrect or incomplete, you should contact us within 7 days of receipt of your order and we'll do our utmost to supply you with the correct or missing parts. If we cannot fulfill this, you will be entitled to a full refund in accordance with our Returns Policy.

4 for 3 & 3 for 2

If you wish to return an item bought with this deal, firstly you will be offered an exchange for the item to an equal value you wish to return, as long as it’s another 4 for 3 product. If this is not suitable for you then depending on which item is returned depends on the amount you receive back.

The following can be used as an example 

  • Item 1 - Bike - £1000.00
  • Item 2 - Wheels - £500.00
  • Item 3 - Saddle - £50.00
  • Item 4 - Jersey - £25.00 *free item*

The free item in this example is the jersey at £25. The customer paid, £1550.00 for all four – Instead of £1575.00 

If you want to return either item 1, 2 or 3 the cost of Item 4 will be deducted from the refund balance. 

For example; 

  • If you return the bike (£1000.00) you will receive £975.00 as a refund.
  • If you return the saddle (£50.00) you will receive £25.00 as a refund.

Only exchanges are available for the free item in line with our Terms and Conditions.
3 for 2 works in the same way as 4 for 3 where the cheapest item of the three is the free item

Free Gifts

Product/s that were purchased and delivered with a promotional Free Gift, must be returned with that Free Gift to receive a full refund for the original item purchased. If you wish to keep the free gift the cost of the Free Gift will be deducted from the balance of the refund.

The following is an example of a Free Gift refund when the offer was "Buy a Frame and Get Free Wheels".


  • Item 1 - Bike - £1000.00
  • Item 2 - Wheels - Sale Price £499.99, but received free with the offer
  • If you return the bike (£1000.00) you will receive £501.01 as a refund
  • You cannot return the wheels unless faulty, in which case a replacement will be offered


You must be over 18 to enter. Winners are selected at random the day after the competition has closed. Terms and conditions apply.

Account Credit

Account Credit is valid for 30 days from the day you are informed of the prize. Instructions on how to access this account credit will be sent to you on the day the winner is announced. Returns for prizes are by digression only.

Vouchers Terms and Conditions

  1. Vouchers are redeemable online at
  2. Vouchers can only be bought from
  3. If you wish to purchase more than one voucher, you will need to order each voucher in a separate transaction. This means you will have to add one voucher to your basket and complete the checkout process, including payment before you can order an additional voucher. This is for security reasons.
  4. The purchaser of the voucher is responsible for creating a 5 digit PIN number when prompted to do so in the order process. The purchaser is then responsible for writing this PIN number on the gift voucher before giving it to the recipient.
  5. The recipient will need the PIN number in order to redeem their gift voucher.
  6. If the voucher is lost after printing, Planet X Ltd is not held responsible for any misuse.
  7. The purchaser and/or recipient are solely responsible for the safekeeping of the gift voucher and the PIN number.
  8. More than one voucher can be used as payment for a transaction.
  9. If the value of the order you are placing is more than the value of your gift voucher then you will need to pay the outstanding balance via another method of payment such as Visa/Mastercard or PayPal. If the voucher is worth more than the order, the difference will be retained on the voucher for use on future orders.
  10. If you wish to return items that have been paid for via a gift voucher either online or over the phone follow standard procedures which can be found under our Returns section on the website. Upon receipt of returned items a new voucher will be processed. This will show on your online Planet X account. You will need to go into the new voucher to set a new PIN number and then the voucher will be ready to use. No cash refunds will be given.
  11.  Our returns team will then process the refund and issue you a new gift voucher within 24 hours. The new gift voucher will appear in your account on the Planet X website. You will need to go into the new voucher to set a new PIN number and then the voucher will be ready to use. No cash refunds will be given.
  12. For further help on how to purchase and redeem a gift voucher please see our FAQ’s on our Help page.
  13. Vouchers are non-refundable and cannot be exchanged for cash.
  14. Vouchers are valid for 12 months from the date of purchase. The expiry date will be shown on your Voucher.
  15. Gift vouchers cannot be used to purchase other vouchers.
  16. Vouchers may only be redeemed against products in the same currency as the voucher.
  17. Site offers and promotions do not apply to the purchase of vouchers.
  18. We may discontinue, cancel or refuse to issue vouchers at any time for any reason without notice.
  19. Vouchers can only be redeemed Online at

Free Voucher Promotions

  • - Make your purchase of qualifying bike as normal.
  • - Then claim your voucher:
    Within 10 days of delivery and acceptance of your bike, you must complete the “Voucher Promotion Redemption Form” online, which can be found at:
  • - Standard qualifying orders - we will send you your voucher within 7 days of completion of the “Voucher Promotion Redemption Form”.
  • - Cycle to Work and Finance qualifying orders – we will send you your voucher with 28 days of completion of the “Voucher Promotion Redemption Form”.
  • - Vouchers must be used as payment or part payment for goods purchased through the Planet X website, within 3 months of receiving the voucher.
  • - In the event that the bike is returned to us for a refund. The promotional voucher will be withdrawn, and any purchases made with the vouchers will be deducted from the amount refunded.
  • - We reserve the right to withdraw this voucher promotion at any time.

Discount codes and Promotions

Planet X reserve the right to withdraw or Change Promotions or discount codes at any time including before the end of the originally stated end date.

Discount code % discounts are based on a % discount from the current selling price not as an extra % discount from the original RRP. For example an item which is on sale at £8 with an RRP of £10 (an existing discount of 20%) a 10% discount on this item would be 10% of the current selling price of £8. An Extra saving of 80p

Note: Only 1 discount code can be used on each order. Discount codes cannot be used with other discount promotions, 3 for 2 Or Flash deals

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