Refund and Returns Policy

RETURNS AT PLANET 9 SHOP

Although we are committed to ensuring the products you purchase from us are picked and packed with the utmost care, there may be times when there is a need for a refund or a replacement.

The following information explains our returns and replacement policy, however, if you need any further advice please send your question in an email to admin@planet9.shop

AN ITEM(S) HAS ARRIVED DAMAGED OR FAULTY

In the unfortunate event that an item has arrived damaged or faulty, you must contact us within 5 working days from the dispatch date via our online form located here:

Once we have received your return request, we will send you an email with information on what to do next. Please do not return any item(s) to us until we have provided you with further instructions. We will send out a replacement and cover the delivery cost or provide a refund.

AN INCORRECT ITEM HAS BEEN RECEIVED OR ITEMS ARE MISSING

In the unfortunate event that an incorrect item has been received or there are items missing from your order, you must contact us within 5 working days from the dispatch date via our online form located here:

Once we have received your return request, we will send you an email with information on what to do next. Please do not return any item(s) to us until we have provided you with further instructions.

YOU HAVE CHANGED YOUR MIND

YOU HAVE NOT RECEIVED YOUR ORDER

In the unfortunate event that you have not received your order, please contact our Customer Care department via email admin@planet9.shop

Please allow the following time scales before reporting a missing order:

 Location Standard Delivery
 UK 5 working days (tbc)
 Highlands & Islands tbc
 Europe A tbc
 Europe B & C tbc
 Rest of World tbc

Once your claim has been confirmed, a replacement order will be sent within 28 working days with us covering the delivery cost. Delivery of the replacement order will depend on location and will follow our standard delivery times.

Confirmation


Once your claim has been confirmed, a replacement order will be sent within 28 working days with us covering the delivery cost. Delivery of the replacement order will depend on location and will follow our standard delivery times.

NEED ADVICE?

If you would like any further advice, please send an email to admin@planet9shop and we’ll be happy to help.

All emails are responded to within 48 hours (during working days Monday – Friday 8:15 – 7pm).We reserve the right to change this returns policy at any time and use discretion when providing refunds and replacement goods. It is important that you check your order or items upon receipt and contact us as soon as possible if you have any issues.