Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it and in its original packaging. If it is an ebike and we can check the mileage then it is at our discretion as to whether we refund, replace OR offer a 10% restocking fee before refunding it - this is due to our time spent having to sell you / talk you through the bike in the first instance and then having to clean, PDI and restock the bike / item back into our systems.
Several types of goods are exempt from being returned or are at our discretion. Perishable goods such as Tyres, Tubes, Handlebar Grips, Saddles, Oils, Sprays etc cannot be returned. We also do not accept products that are hazardous - flammable liquids or gases.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at: sales@planet-bike.co.uk
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately SALE items CANNOT be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at: sales@planet-bike.co.uk and send your item to: Planet BIKE: Unit 47, Upcott Ave, Pottington Business Park, Barnstaple, Devon, EX31 1HN
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping
To return your product, you should mail your product to: Planet BIKE, Unit 47 Upcott Ave, Pottington Business Park, Devon, EX31 1HN, United Kingdom.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. In the case of returning a bike / ebike we charge a nominal fee to you, the customer for the delivery and we absorb the extra cost / difference from the courier in order for your new bike to arrive to you in good condition, on return the full shipping cost will be deducted from your refund in addition to your cost of returning the product to us - we will advise you of the exact amount when we process your refund.
For exchange, depending on where you live, the time it may take for your exchanged product to reach you may vary.