Returns

Returns

We believe that you will be delighted with your product, but there may be occasions when you may need to return an item. We aim to keep the process as simple as possible. Our terms comply fully with the UK's Distance Selling Regulations and do not affect your statutory rights.

Faulty Goods

If you need to send something back for an exchange or refund because its 'our fault' i.e. the product is not as described or damaged, we will either ask you to return it via the postal service (where we will reimburse reasonable costs on receipt) or, for larger items such as frames and bikes, please contact us to arrange a courier collection.

For customers outside the United Kingdom, or customers with larger items, you must contact our returns team before returning any products. Our team will discuss with you the best method for recovering the faulty or incorrect goods and supplying your replacement.

Unwanted Goods

If you want to return a product for any other reason i.e. it's not what you wanted, it doesn't fit or you have changed your mind, we are happy to accept unused products back for an exchange or refund at your expense within 28 days of receipt (products must be in original packaging and completely unused).

In order for your return to be processed swiftly ALL returns must be accompanied by a completed returns form. 

Click the link below to open the returns form - print the form and included with your returned goods. 

Planet-X Returns Form (opens in a new window)

We recommend you use a secure delivery method which requires a signature upon receipt (such as Royal Mail First Class Recorded Delivery) and which insures you for the cost of the items being returned, as in the rare event of the parcel going missing you are responsible for the returned products until they reach us.

If you return a product to us that is not in an 'as new' condition we reserve the right to return the product to you, or refund you in Planet X Ltd gift vouchers rather than credit your payment card.

Certain products and services are excluded from this returns policy, including food/perishable items, personalised products or those made to order. These items cannot be returned for a refund unless faulty.

If you think we can help solve a problem over email / phone then please give that a try first.

Generally, in the case of Returns we cannot deliver an exchange product until we have received the original product back. We aim to process returns efficiently, but if you wish to speed up the process you may place a new order online and return the original item for a refund.

If you are requiring a postage refund you must enclose a postage receipt with your goods
or we will not refund your postage.
The postage receipt can be emailed to returns@planet-x-bikes.com

If you require any product support or clarification on any of the above please email:

returns@planet-x-bikes.com

Please note that we are unable to accept returns in person during the weekend at either our head office or warehouse.

Returns Address:

Planet X Retail Ltd
Unit 3 Ignite Business Park
Magna Way
Sheffield

S60 1FD

South Yorks
UK

Please read the Planet X Ltd Terms and Conditions.

Category A-Z