Last Updated:
25th May 2021

Changed your mind?

No problem. Products bought online and delivered to your door have a 30 day money back guarantee (14 days for electronic goods, such as Gift Cards). If you decide you don't want your product, just be sure to let us know within 30 days of delivery. We will then expect to recieve the item you are returning within 14 days and will refund the amount you paid for the item(s) including any original delivery charge. There are some conditions to our money back guarantee;

a) All returned items must be unused and arrive back to us in their original unopened condition. For Gift Cards, the full balance must remain unused.

b) You are responsible for the return postage cost.

c) All approved refunds will be refunded in full including any original delivery charge. However, if the item(s) you are returning were part of a larger order and you are keeping some or all of the other items contained within that order, any delivery charge that was part of that order will not be refunded to you. Please note that some orders may qualify for free delivery in which case if the item you return would make the remainder of your order not qualify for free delivery you will be charged the delivery fee as if you had not ordered the item. This means the amount refunded may be less than the amount you paid for the item(s) you return.

d) All items returned to us must be first notified to us. Orders returned to us without first informing us may delay your refund. To request a return please contact us.

Exchanges

For returns made that you wish to have exchanged please follow the terms above and indicate to us that you wish to receive an exchange. If the exchanged product costs more than the original we will send you details requesting the difference in price. If the new product costs less we will refund to you the difference.

Unfortunately, at this time there is a charge for sending exchange products and this will be included in the details we send to you once we receive the item(s) you are returning.

Faulty Items

If you have received faulty or damaged items, then firstly we apologise for this most uncommon situation and will arrange for a returns label to be sent to you by email or post. Upon receiving the item we will either refund in full or exchange the item for you free of charge. Just let us know what you would like to do.

If your item(s) arrived damaged please take photos where possible and keep these to hand as we may request to see them.

Only goods accepted as being damaged or faulty on delivery will be approved for a full refund. Wear & Tear of a product does not make the product faulty.

Exemptions

Some products may be exempt from our 30 day money back guarantee and such items will be cleary marked within the product listing.

Any product that has been paid for online but collected from us in person will not be included in our 30 day money back guarantee but you will still have the same rights as detailed in the Consumer Contracts Regulations (see below for more info).

Free Gifts & Discounts

If the order containing the product you are returning qualified for a free gift you will need to return the free gift with your undesired item. This does not apply to items you are returning for a refund or exchange that arrived damaged or faulty. Free gifts that would have been sent to you regardless of the item being contained in the order will not need to be returned.

If your order contained a discount and the discount was only applied because of the item you are returning, your order may be recalculated once your return has been received and any amount owed may be deducted from the refund made to you.

Full details of the terms & conditions relating to a return will be disclosed within your return confirmation.

Consumer Contracts (Information, Cancellation & Additional Charges) Regulations

The following wording explains how the Consumer Contracts Regulations applies to your purchase on our website

Under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations you have the right to cancel your order for any item bought on this website for a full refund. This doesn't apply to:

a) Items reserved for collection in person where they are paid for on collection.

b) Goods made to the customers specification or are clearly personalised.

c) Goods which are liable to deteriorate or expire rapidly.

d) Sealed Audio or Video Recordings, or computer software if unsealed after delivery.

e) Goods that becomes mixed inseparably (according to their nature) with other items after delivery.

To cancel an order, please go to your account and view your order, email customer services on support@planetwood.co.uk or use our simple to use contact form. Return costs are your responsibility.

You can cancel anytime from placing your order up to the end of a period of 14 days (extended to 30 days as part of our guarantee for physical goods) after you take possession of the goods (or in the case of a multiple order, upon receiving the last part of the order).

Please take reasonable care of the goods as we are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied, if the loss is the result of unnecessary handling of the goods by you.

Please make it clear when you cancel that you are cancelling under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.

Please do not send any returns to our registered office address otherwise they will not be processed. You must send returns to the address given to you when you request your return.