We know you'll love your new bike, but just in case....
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.
The 30-Day Ride Guarantee Process
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.
How we check your returned bike
Other Points to note
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.