Refunds & Returns

What is your returns policy?

If you are not happy with your purchase, or have simply changed your mind, you can return your item to us for a full refund. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

You can return your item(s) any time within 30 days of receipt of your order.

Product/s that were purchased and delivered with a promotional Free Gift must be returned with that Free Gift to receive a full refund for the original item purchased. We reserve the right to deduct the current website price of the Free Gift or promotional item, should the return be delivered without this item included.

How do I request a return?

To request a return, please contact us at, quoting your order number and the reason for your return.

We will then provide a Returns Number, and this will be used as the reference for your return. Once we have provided a Returns Number, please ship your item back to us. We would recommend using a trackable service to return your order.

Who pays to send the item back?

For most returns, the customer is responsible for the cost of returning the item to us.

In a small number of circumstances, we may cover the cost of returning the item to us:

- If the item is faulty

- If the item has been received damaged

- If the item received is incorrect / different from what was ordered

If you believe your return is for one of the above listed reasons, please contact us at

How long does it take to get a refund?

Once your return has been received and inspected, a refund will be processed on your order within 2 working days.

If, for any reason, your return is rejected, we will notify you by email of the rejection and the reasons for this.

Once your refund has been approved, your refund will be automatically returned via your original payment method. This can take up to 5 working days to return to your account, depending on your bank or financial institution.

My refund has not come back into my account yet.

If you have not received your refund, we would recommend contacting the payment issuer, as it can occasionally take some additional time before your refund is posted, depending on the billing cycle of your bank or financial institution.

If you have followed the steps above and have still not received your refund, please contact us at

Can you offer an exchange?

Currently, we do not offer an exchange option. If you wish to exchange your item, we recommend requesting a return for the item you wish to exchange and then placing a new order for the item you wish to receive instead.

What is your returns address?

To return your product, you should mail your product to:

Planet Direct Returns

Hill Barton Business Park,

Sidmouth Road, Exeter,

EX5 1DR, United Kingdom 

Please contact us to obtain a Returns Number before returning an item, as items returned without this number can cause additional delays to your refund.