Returns & refunds

Damaged in transit

If a device arrives damaged, tell us as soon as possible after delivery at hello@planetic.iowith your order reference and a copy of your invoice or order confirmation, and we will credit or replace it at no cost.

Faulty goods

Devices carry a 12-month return-to-base warrantyfrom despatch — if one fails in normal use we will repair or replace it, or refund it where that isn’t possible. See our Warrantyfor what’s covered and how to claim.

Returning unwanted goods

Unwanted, non-faulty goods can be returned by prior agreement only. Email us first for a returns reference and address, and include a returns note and a copy of your invoice or order confirmation. Items must be unused, in original packaging and with all accessories, and are inspected on arrival to confirm they are fit for resale. A minimum restocking fee of 15% applies, agreed with you before any credit is issued, and return postage is the buyer’s responsibility. Goods returned damaged by the customer cannot be credited.

Configured or special-order items

Items made up, configured or ordered specifically to your requirements (for example a kit scoped on a call) cannot be returned unless faulty.

Refunds

Approved refunds are issued to the original payment method within 14 days of us receiving the returned goods.

If you are a consumer

Nothing here affects your statutory rights. If you buy as a consumer rather than a business, the Consumer Contracts Regulations 2013 give you 14 days from delivery to cancel for any reason, and the Consumer Rights Act 2015 entitles you to a repair, replacement or refund for goods that are faulty or not as described.

How to start a return

Email hello@planetic.io with your order reference and the reason for return. We will send a returns note and the return address.