Refund and Return Policy

Refund Policy

You have 30 days from when you receive your order to return it if for any reason you are not satisfied with your purchase. If, however, you have received a damaged, defective, incorrect product or you have received an incomplete order, you have 14 days to request a replacement and/or refund, follow the instructions in the paragraph 'Return for damaged, defective or incorrect items'. After the terms above we will not be responsible for damage and/or problems with the products. The return is free and must be done by accessing your customer account in the personal area and entering the information relating to your order. Alternatively, you can contact us at info@planethouseshop.com, we will manage your return request together.

HOW TO REQUEST A RETURN

Follow these simple steps:

1. After at least 24 hours from receiving the order , log in to your personal area and fill in the fields with the required order data. Select the items you wish to return, specifying the reason.

2. Within 24 hours you will receive a confirmation email containing the label to attach to the box, with all the instructions for the return.

3. The products must be inserted in their original packaging, with all their elements and the attached manuals. The products must be returned unused and in perfect working order.

4. Once we receive your order, we will check the products to ensure they have been returned intact. Products received damaged will only be partially refunded after assessing the damage.

5. It is important to keep the shipping receipt until we confirm receipt of the return and issue the refund.

6. The refund will be made with the same payment method used for the purchase, this cannot be changed for security reasons. The refund will be made within 14 days of receiving the return.

Alternatively, you can contact us at info@planethouseshop.com, we will manage your return request together.

We guarantee only one free return for each order , you will be responsible for all other return costs. The return can only be issued from the country where the order was delivered or where we offer our return service, if the customer intends to return the products from any other country all costs will be at his expense. In this case we ask you to return the products via tracked delivery so as to have proof of shipment, we will not be responsible for goods lost or damaged by the couriers. Send us the shipping receipt in order to process your refund through our customer service.

RETURN FOR DAMAGED, DEFECTIVE OR WRONG ITEMS

If you have received a damaged, non-compliant, defective, incorrect product or an incomplete order, you can request a replacement of the item within 14 days of receiving the order. Please contact us at the email address info@planethouseshop.com and we will be happy to assist you with the return or replacement procedure.