Returns
Returns preparation checklist
Gather the information support needs before requesting a return or reporting a damaged item.
By Planet24 · South Africa
Read the policy for the actual item
Planet24’s Returns & Refunds Policy is the starting point for eligibility, timing and exceptions. Product type, condition and the reason for the return matter. Do not assume every item is eligible under identical conditions.
Document the problem
Keep the order reference and record which item is affected. Describe the fault or mismatch clearly. If useful, photograph the packaging and the item without exposing private address labels publicly. Stop using a product that appears unsafe and contact support for the next step.
Keep everything together
Retain included parts, accessories and original packaging where possible. Do not send an item to an unconfirmed address or assume a collection is booked until it has been arranged. A return request is not the same thing as an approved refund.