At Planet X Your new bike has been designed, assembled, and packaged by riders, for riders, just like you. We’re confident that you’ll love your new bike. But we also know that sometimes, something can be not quite as expected. Maybe you aren’t sure that you bought the right size or colour. Perhaps the model just isn’t right for you. Or maybe your circumstances have just changed. That’s why all brand-new Planet X / On-One / Titus & Holdsworth bikes come with our 30-Day Ride Guarantee.
We encourage you to assemble, fit and ride your new bike. We know that every ride is unique, so we’d suggest sticking to your local dry roads or well know trails. Wear your usual cycling kit, pedals, and shoes. You’ll know quickly if anything has not met your expectations. And if so, original owners may return their bike for a full refund. This can be done at any point within the first 30 days after delivery, provided the bike is returned in like-new condition. Bikes returned with visible, and/or significant signs of wear may be subject to a restocking fee.
30-Day Ride Guarantee Process
In the unlikely event that you have any concerns within the first 30 days of receiving your new bike, first, contact our
customer service team. Here, we can discuss and advise on any comments or concerns. We can even arrange for a live video call with a friendly trained mechanic, who can perform a live demonstration to talk you through any questions you may have.
We aim to resolve any issue you may have at this point, but if you still wish to return your bike, that’s not a problem! Just follow the below steps.
1. CONTACT CUSTOMER SERVICE
2. AGREE ON A COLLECTION DATE & RE-BOX YOUR BIKE
Agree on a pickup date that is suitable for you. We’ll then arrange collection. Don’t worry about having to print anything, our courier will bring a return label to attach on collection.
We can only accept bikes returned in the original box that your new bike was delivered in. Please ensure that all original protective packaging and accompanying materials including manufacturer tags where applicable are included in the box with your return. Ensure all accessories such as pedals, bottle cages and lights are removed from the bike and not included in the return package. Bikes returned without original packaging may be subject to a re-stocking fee. Please note, courier charges apply on returns to and from our UK facility. Our customer service team will advise.
3. X WORKS INSPECTION
Upon receiving your returned bike at our UK facility, it will be inspected by our X Works team. We’re a community of riders, and supporting our customers with care and mutual respect is all part of our community. Your bike will be placed into one of the following return condition bandings based on a rider-defined honest structured process:
Band A: Bikes returned within 30 days, that are unused and in brand new condition as was originally delivered will receive a full bike refund.
Band B: Bikes returned within 30 days, that are assessed as re-saleable in a clean and like-new condition will receive a full bike refund. Don’t worry, a little bit of dust on the tyres is ok!
Band C: Bikes returned within 30 days, that are assessed as re-saleable but are unclean, damaged, showing excessive wear or poorly packed may result in up to a 15% re-stocking fee. This deduction is based on the full bike value as per the original sales order.
Band D: Bikes returned within 30 days, that are assessed as not resaleable, being severely unclean, damaged, or showing severe excess wear may be refused refund entirely.
If a restocking fee is assessed on a Band C bike, customers will have the option of repossessing their returned bike at the cost of return shipping.
4. REFUND
Once our team verifies your return, a refund will be issued to the original payment type. From receiving the returned bike in our UK facility, the return and refund process may take up to 30 days.
PACKAGING
Bikes incorrectly packaged or insufficiently packaged may result in a restocking fee or refusal of return, please make sure loose parts are secured and that components, wheels or frames are not rubbing against each other
SIGNS OF EXCESSIVE USE
Worn and used drivetrain components may result in a restocking fee, we will check for scratched and worn chainring teeth, chain wear, derailleur wear etc.
EXCESSIVE WEAR AND DAMAGE
Scuffs and signs of excessive use on components and frames will result in a restocking fee. this includes scratches, scuffs and dents on any component
DIRTY OR WORN COMPONENTS
Bikes clearly ridden in adverse weather conditions and not returned in like-new condition may be subject to a restocking fee or refusal of return. Bikes must be clean on return.
ACCESSORIES
Any accessories that you may have purchased with the bike are not eligible for 30 Day Ride Guarantee. This includes pedals, lights, bottle cages etc.
EXCLUSIONS
Unfortunately, Ex-Demo, Ex-Display bikes are not eligible for 30 Day Ride Guarantee and cannot be returned for a refund, unless returned in brand new, unused condition. Bikes paid for using Finance and Cycle to Work schemes are also not eligible for 30 Day Ride Guarantee.
INTERNATIONAL (NON-UK) BIKE SALES
Unfortunately, bikes shipped internationally (non-UK) are not eligible for 30 Day Ride Guarantee and cannot be returned for a refund, unless returned in new, unused condition.
ADDITIONAL
Planet X will swap out like for like size-specific parts at no extra charge. Provided the returned bike follows all the above requirements and is assessed to meet Band A or B conditions. This includes frame swaps to a different size or stem/handlebar swaps to a different size. Planet X may charge up to 15% re-stocking fee to swap out like for like size specific parts in return cases where Planet X assesses the part to be in Band C. Planet X may refuse part swaps of bikes returned in Band D condition.
Return condition banding follows a structured process and is the responsibility of our trained X Works mechanics.
It is the customer’s responsibility to cover all shipping costs. This includes shipments both to and from Planet X’s UK facility. Shipping costs will be confirmed by our customer service team and will be deducted from the final refund.
