At Broken Planet, your satisfaction is our priority. If you're not happy with your purchase, please contact us by phone or email within 30 days of receiving your order to request a full or partial refund, if applicable. See below for our complete return policy.
Sale and discounted items are final and cannot be returned or refunded. If your refund is approved, a 25% restocking fee will apply based on the product price, unless the return is due to a product defect or an error on our part.
RETURNS
Our 30-Day Return Policy allows you to return items within 30 days of delivery. Items must be in new, unused condition and returned in their original packaging.
General Return Guidelines:
- Eligibility: Return requests must be submitted within 30 days of delivery.
- Condition: Products must be unused, undamaged, and in original packaging.
- Proof of Purchase: A receipt or order confirmation is required.
Valid Return Reasons:
- Defective or Damaged Items: If your item arrives damaged or defective, contact our support team within 30 days to start the return process.
- Wrong Item Received: If we sent you the wrong item, let us know within 30 days for a return and replacement.
RETURN PROCESS
To begin a return, email contact@brokenplanet.uk.com to request a Return Merchandise Authorization (RMA) and a prepaid return label. We aim to respond within 24 hours.
Once you receive your RMA and label:
- Secure the item in its original packaging.
- Attach the return label to the package.
- Drop it off at the designated shipping location.
Returns without prior approval and a valid RMA number will not be accepted.
RETURN SHIPPING COSTS
- If the return is due to a product defect or a shipping error, we’ll cover the return shipping cost.
- For all other returns, you are responsible for the return shipping charges.
REFUNDS
After we receive and inspect your return, we’ll issue a refund to your original payment method. Please allow 10 –12 business days for processing, depending on your bank or card issuer.
If we can’t refund to your original method, we’ll issue the refund via bank transfer.
Refunds are not issued through CashApp, Venmo, Payoneer, or similar platforms.
For refund-related questions, contact us at contact@brokenplanet.uk.com.
EXCHANGES
We do not offer direct exchanges. To get a different item, please return your original purchase for a refund and place a new order. Returns must be initiated within 30 days of delivery.
RESTOCKING FEE
A 25% restocking fee applies to all approved refunds based on the product price, unless the return is due to a product issue or our mistake.
EXCEPTIONS
For items that arrive defective or damaged, please reach out to our support team. We're here to help and resolve the issue quickly.
INCORRECT ADDRESSES
We ship orders to the address entered at checkout. If the address is incorrect and the order is delivered there, we are not responsible for replacement or refund.
SALE ITEMS
Only full-priced items are eligible for refunds. Sale and discounted items are final sale and cannot be canceled or refunded once the order is placed.
Company Name: VELOCITY PRIME LTD
Company Number: 15515533
Address:
114a 31 Lever St
London EC1V 3TR
United Kingdom
Email: contact@brokenplanet.uk.com
Phone: +447893930697
Business Hours:
Monday – Friday
8:00 AM – 6:00 PM (Greenwich Mean Time, GMT / British Summer Time, BST)
Typical Response Time:
We aim to respond to all customer service inquiries within 12 hours on business days.
