We are happy to offer an exchange or 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 and returned within 28 days of receipt, just send it back.
Please note, unwanted items are returned at your own expense.
If you return an item because it is not as described or it’s damaged, you can choose from a number of return methods, including Collect+ and the postal service.
1. Complete a returns form. Simply print it off, fill it in and include it with your returned goods.
Planet-X Returns Form (opens in a new window)
2. Your order can be returned using our nominated partner Collect+.
Collect+ enables you to return your order at 5200 local stores and newsagents that are open early ‘til late, 7 days a week. Making returns as convenient as possible for you.
All you need to do is complete your returns form, download a Collect+ label at www.collectplus.co.uk/planet-x-bikes, and then drop the parcel off at any Collect+ drop off point.
To find your local Collect+ drop off point visit, www.collectplus.co.uk
You will be provided with a receipt as your proof of return, and a tracking number to enable you to track the progress of your return. The receipt is proof of postage, so keep it safe.
If using Collect+ Refund, there will be £3.50 deducted from your refund to cover the postage costs incurred.
2. Send it back to us yourself. 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.
Please post your returns to the following address:
Planet X Retail Ltd
Unit 3 Ignite Business Park
3. As soon as we receive your returned items, we’ll process them and either give you a refund or send your preferred alternative.
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, with regard to returns we cannot deliver an exchange until we have received the original items back. We always aim to process returns efficiently, however, if you want to speed the process up you can always order a replacement item and then return the original for a refund.
How can I return my bike?
If you want to return a bike, please contact us to discuss the best method for this.
Call us on 01709 38 66 66.
or, email firstname.lastname@example.org
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. Generally, with regard to returns we cannot deliver an exchange until we have received the original items back.
Will you refund postage costs for my returned goods?
If the item is not as described or damaged, we’ll refund your postage. Please include your postage receipt with your items, or email the receipt to email@example.com
Can I speak to someone about my return?
Of course you can, give us a call on 01709 38 66 66.
You can also email us at firstname.lastname@example.org
Please read the On-One Terms and Conditions.