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Rider-First Returns: Simple, Fair, and Built for You

At Planet X Bike Store, we’re riders serving riders, and we stand behind every product we sell. If your gear isn’t performing as expected or doesn’t fit right, our straightforward returns process ensures you’re back on the road quickly. Just like our direct-to-consumer pricing, our returns policy is transparent and hassle-free.

Returns Timeframe

We accept returns and exchanges within 15 days of your receipt of items. All returned products must be in original condition: unused, unwashed, with original tags attached, and in the original packaging.

The Returns Process: Easy as Riding Downhill

1
Contact Our Team
2
Package Your Item
3
Ship to Us
4
Receive Your Refund

Step 1: Initiate Your Return

Email our support team at [email protected] with the subject line “Return Request” and include:

  • Your order number
  • Item(s) you wish to return
  • Reason for return
  • Whether you prefer an exchange or refund

Step 2: Prepare Your Package

Securely package the item in its original box with all accessories, manuals, and tags. Include a copy of your order confirmation or packing slip.

Step 3: Ship Your Return

We recommend using a trackable shipping service. Send your return to:

Planet X Bike Store Returns
11 Strand Rd, Londonderry
GB CH3F 6VE
United Kingdom

Note: Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective product.

Refund Timeline & Method

Once we receive and inspect your return:

  • Processing Time: 3-5 business days after we receive your return
  • Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Appearance in Your Account: 5-10 business days depending on your financial institution

Original shipping fees are non-refundable. For exchanges, we’ll cover the shipping cost to send your replacement item.

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on the following items:

  • Bike Locks (once opened/used)
  • Baselayers and intimate apparel
  • Bar Tape & Grips (if unrolled or used)
  • Aero & TT Helmets (for safety reasons once removed from packaging)
  • Personalized or custom-built items
  • Items marked as “Final Sale” or from our “Accessories Outlet”

Return Request Template

Copy and paste the template below into your email to [email protected]:

Subject: Return Request – Order #[Your Order Number]

Body:

Hello Planet X Team,

I would like to request a return/exchange for my recent order.

Order Number: [Your Order Number]
Order Date: [Date of Order]
Item(s) to Return: [Product Name(s) and Quantity]
Reason for Return: [Please specify: Wrong Size, Defective, Changed Mind, etc.]
Preferred Resolution: [Refund / Exchange for (specific product)]

I have read and understand the returns policy on your website.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

Damaged or Defective Items

If your item arrives damaged or defective, contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange a free return and expedited replacement at no cost to you.

International Returns

As we serve customers worldwide (excluding Asia and some remote areas), international returns follow the same process. Please indicate “RETURNED GOODS” on your customs form to avoid duties. Original international shipping costs are non-refundable.

Questions?

Our rider-staffed team is here to help with any returns questions. Reach out to us at:

Email: [email protected]
Address: Planet X Bike Store, 11 Strand Rd, Londonderry, GB CH3F 6VE

We aim to respond to all return inquiries within 24-48 hours.

Ride Further. Pay Less. Shop With Confidence.