At 3rd Planet, we are committed to ensuring that our customers are completely satisfied with their purchases. If for any reason you are not happy with your order, we offer a flexible refund and return policy to make the process as simple and straightforward as possible.

Returns and Exchanges

We accept returns and exchanges within 30 days of purchase. To be eligible for a return or exchange, the item must be:

• Unworn and unused
• In the original packaging with all tags attached
• In the same condition as it was when received

If your item does not meet these conditions, we reserve the right to refuse the return or exchange. Please note that we do not accept returns or exchanges for personalized or customized products, unless the item is defective or damaged.

Refund Process

To initiate a return or exchange, please follow these steps:

1. Contact Us: Send an email to our customer service team at support@3rdplanet.uk with your order number, a description of the issue, and any supporting photos (if applicable).
2. Receive Authorization: Once we receive your request, we will provide you with a return authorization number and instructions on how to send the item back to us.
3. Return Shipping: Customers are responsible for the shipping costs of returning items unless the item is faulty or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance to ensure safe delivery.
4. Refund Approval: Once your returned item is received and inspected, we will notify you via email. If your return is approved, a refund will be issued to your original method of payment within 5-7 business days.

Late or Missing Refunds

If you haven’t received a refund within the expected time frame, please take the following steps:

1. Check Your Bank Account: Refunds may take some time to process.
2. Contact Your Bank or Credit Card Company: Processing time may vary depending on your financial institution.
3. Contact Us: If you have done all of the above and still haven’t received your refund, please contact us at support@3rdplanet.uk, and we will assist you further.

Damaged or Defective Items

If you receive a damaged or defective item, we sincerely apologize for the inconvenience. Please contact us within 7 days of receiving the item with your order number and a description of the issue. We will arrange for a replacement or a full refund, including shipping costs.

Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return:

• Undergarments
• Fragrances
• Personalized items
• Items purchased on sale or with a promotional discount

Exchanges

We are happy to offer exchanges if you need a different size, color, or product, subject to availability. Please follow the same process as returns. Exchanges must also meet the conditions stated under our return policy.

International Returns

For customers outside the UK, we accept returns under the same conditions as domestic returns. However, international customers are responsible for return shipping costs and any applicable customs duties or fees.

Contact Us

If you have any questions about our refund policy or need assistance, please don’t hesitate to reach out to us at support@3rdplanet.uk