Product Returns & Refunds

Returning Faulty Goods


Planet will accept the return of faulty products within the stated warranty period for the product which starts from 3 days after the date of dispatch of goods.

Except by express agreement with Planet, the faulty product must be returned complete.  

To ensure product returns are processed speedily and efficiently please call the Planet support number on 01600 800 808 during office hours (Monday – Friday, 09:00am – 5.00pm) with the following information:

  1. The date of purchase
  2. The invoice number
  3. The product code or description
  4. The reason for the return

Planet will then issue a returns number which must be clearly marked on the packaging of the product being returned.

On receipt of the product(s), we will test them accordingly and if confirmed to be faulty will be replaced, repaired or refunded at the discretion of Planet. Reasonable carriage costs will also be refunded.


Returning Non-Faulty Goods


No goods will be accepted unless in the original condition, complete with original packaging including, where appropriate, any manuals or user information documents.

Goods must be returned within 30 days of purchase.

UK Consumer Protection (Distance Selling) Regulation 2000

In law you have a separate right of cancellation during a "cooling off" period. If you wish to cancel an order for whatever reason, you have seven clear working days after delivery to let us know. In this situation Planet will issue a refund for the value of the goods once we they have been returned to us and assessed by the Planet technical department that they fully comply with our returns and refund policy.

You must return the goods to us at your own expense and ensure they are adequately packaged to avoid damage during shipment.  

We recommend that goods are returned to us using a reputable courier service or by Royal Mail recorded delivery as Planet cannot issue refunds for goods lost in transit.

Please note that all items that have been made or sized according to your specific instruction are excluded including LED strip, profile and cables cut to length. 

In addition we are unable to refund any products which have been specially ordered by Planet on your behalf.

Requests for refunds for products after the "cooling off" period are entirely at the discretion of Planet.

To ensure product returns are processed speedily and efficiently please follow call the Planet support number during office hours (Monday – Friday, 09:00am – 5.00pm) with the following information:

  1. The date of purchase
  2. The invoice number
  3. The product code
  4. The reason for the return

Planet will then issue a returns number and arrangements will be made to replace the goods or issue a refund,


Refund Process

Refunds are issued based on the payment method used at the time of purchase.  Planet will issue a refund within 2 days of confirming acceptance of the product return. You will receive the refund within 5 business days of the refund being issues depending on your card company's policies.

Planet cannot accept any liability for consequential or indirect loss caused by faulty products. See our Terms of Sale for further details.