Return, Replacement, Exchange, and Refund Policy

Last updated: 28 September 2026

This policy covers returns, replacements, exchanges and refunds for orders from Planet Exclusive, operated by Smart Products, New Delhi. Different rules apply to items held in our New Delhi stock and to items imported to order.

1. At a glance

  • In-stock items (shipped from New Delhi): free returns or exchanges within 14 days of delivery if unused, unopened and in original packaging.
  • Imported-to-order items: cannot be cancelled, returned, exchanged or refunded for change of mind. Each one is marked “Imported to order” on its product page.
  • All items: if an item arrives damaged, is defective, is not as described, or is not delivered, we will replace it free of charge.

2. Damaged, defective, not as described or not delivered (all items)

  • Damaged on arrival: email photos of the item and its packaging, with your order number, within 14 days of delivery.
  • Defective: contact us within 14 days of delivery if the item does not work as it should. Faults that appear after that are handled under the product’s warranty; see our Claim Warranty page.
  • Not as described: if you receive the wrong item, or it differs from its description on our website, contact us within 14 days of delivery.
  • Not delivered: if your order does not arrive within the delivery time stated in our Shipping Policy, or the courier confirms it is lost, contact us.

In each case we will replace the item free of charge, including all shipping. If we cannot supply a replacement, we will refund you in full to the original payment method.

Condition: the item must be new and unused (apart from any use needed to discover a fault), with all original packaging, accessories, manuals and paperwork in their original condition. We may ask for proof of purchase and photos, and may decline a claim if the product shows signs of misuse.

3. Imported-to-order items

These products are imported specifically for your order. Once your order is confirmed, it cannot be cancelled, returned or exchanged for change of mind, and change-of-mind refunds are not available. Your rights under section 2 still apply in full.

4. Change-of-mind returns for in-stock items

  • Free of charge: we collect the item at no cost to you and refund the full price you paid. There is no restocking fee.
  • Time limit: request a return or exchange within 14 days of delivery.
  • Condition: the item must be new, unused and unopened, with all original packaging, accessories, manuals, paperwork and the original invoice. Items that are used, incomplete or not in their original packaging do not qualify for a change-of-mind return.

5. How to make a request

  1. Email hello@planetexclusive.in or call 1800 309 2822 within the time limits above.
  2. Share your order number, the reason, and photos if the item is damaged.
  3. Our team will arrange a free pickup and guide you through the process.

6. Refunds

Refunds go to the original payment method after the returned item passes inspection. Please allow 3–7 business days for processing. Exchanges and replacements are processed once the returned item is received and inspected.

7. Customer support

Monday to Friday, 11 AM to 6 PM IST. Email hello@planetexclusive.in or call 1800 309 2822.