Refund policy
Returns & Refund Policy
We hope you love your MyPlanna order. If something isn’t quite right, we’re here to help.
Returns
We offer a 30-day return policy. This means you have 30 days from receiving your order to request a return.
To be eligible for a return, your item should be returned in the same condition in which you received it, unused and in its original packaging where reasonably possible. You’ll also need your order number or other proof of purchase.
To request a return, please contact us at myplanna@hotmail.com before sending anything back. If your return is accepted, we’ll provide instructions on how and where to return your item.
Please do not send items back without contacting us first.
Return postage
For change-of-mind returns, customers are responsible for the cost of returning the item unless we tell you otherwise.
If your item is faulty, damaged, incorrect or not as described, please contact us and we’ll arrange an appropriate solution at no additional cost to you.
Damaged, faulty or incorrect orders
Please check your order when it arrives. If your item is damaged, defective, incorrect or not as described, contact us as soon as possible at myplanna@hotmail.com with your order details and, where possible, photographs showing the issue.
We’ll review the issue and arrange an appropriate replacement or refund where applicable.
Personalised products
Products that have been personalised or made to your individual specifications may not be eligible for change-of-mind returns. This does not affect your rights if an item is faulty, damaged or not as described.
Exchanges
If you would like a different colour or product, please contact us. Where appropriate, the simplest option may be to return the original item and place a new order.
Refunds
Once we receive and inspect your return, we’ll let you know whether your refund has been approved.
Approved refunds will be issued to your original payment method. Please allow time for your bank or card provider to process the refund after it has been issued.
Where required by law, any standard outbound delivery charge will also be refunded. Additional amounts paid for an upgraded or express delivery service may not be refundable.
Your statutory rights
Nothing in this policy affects your statutory rights. UK customers purchasing online have cancellation rights under applicable consumer law, subject to certain exceptions, and customers also have legal rights where goods are faulty, damaged, not as described or not fit for purpose.
If you have any questions about a return or refund, please contact us at myplanna@hotmail.com.