For faster tracking of your Tax Free shopping refund enter your Tax Free form details below. Do not include any spaces or hyphens - just the numbers and letters only.

 

If you have a query about your tax refund progress, please click here.

 

For Tax Free shopping in the United Arab Emirates, please visit the dedicated UAE website by clicking here.

 

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For more information, please click here to provide the details from your Tax Free form(s), or email us here


customerservices@planetpayment.com

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Track my refund

Each of our Tax Free forms has a unique number - you can usually find it at the top of your form.

 

If you need further help, please use the links below:

 

We have not received a qualifying Tax Free form for your VAT refund, and as a result we will / have debited your account according to the Terms and Conditions that you signed when receiving the refund in cash. 

 

For additional information please refer to this page.

 

If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page.

Your Tax Free form has been received successfully and we're processing your refund. If you selected one of the following refund methods, please allow 30 days to receive your refund:

 

  • Credit card
  • Alipay
  • Cheque
  • Bank transfer
  • Ctrip Pass

 

If you do not receive the amount after 30 days, or have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page.

 

We are waiting to receive your stamped Tax Free form.

 

Please ensure you have sent us the original stamped Tax Free form to one of our offices. See a full list of our available country offices.

 

If you have sent your Tax Free form recently, please allow up to 30 days for the process to be completed.

 

If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page.

 

We have issues processing your Tax Free form, please contact our Customer Support team by providing the details from your Tax Free form(s) on this Tax Free enquiry page.

 

We have received your qualifying Tax Free form and recredited your account.  Please note that recredits may be subject to additional fees.

 

If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page https://www.planetpayment.com/en/tax-refund-customer-services/ 

 

We have received your Tax free form and paid your refund by one of the following refund methods:

 

  • Cash
  • Alipay instant refund
  • WeChat instant refund

 

The refunding process is now complete.

 

If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page https://www.planetpayment.com/en/tax-refund-customer-services/ 

 

We have paid your refund by one of the following refund methods:

 

  • Credit card
  • Alipay
  • Cheque/Prepaid card
  • Bank transfer
  • Ctrip Pass

 

Please allow up to 10 working days for the refund to appear on your account. If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page https://www.planetpayment.com/en/tax-refund-customer-services/

 

We have received your Tax Free form and the refunding process is now complete.

 

Your refund amount was deducted from the original purchase amount at the time of purchase in the store.

 

If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page https://www.planetpayment.com/en/tax-refund-customer-services/

 

Terms and Conditions

Refunds

 

  1. We operate a service that allows visitors who do not reside in a relevant territory to receive a refund of VAT (or equivalent tax paid at the point of sale) (Refund) in respect of goods they have purchased, and which they intend to export. We gather and process personal information in order to provide this service.
  2. In order to provide the service, we may:
    1. share your personal information for legal and regulatory reasons with, our group companies, the retailer you purchased the goods from, government departments, tax and customs authorities and/or any other required third party; and
    2. transfer your personal information outside the EEA; such processing will be in compliance with Irish Data Protection legislation – Planet has identified Ireland as the lead supervisory authority for all matters related to data protection.
  3. Your privacy rights are fully explained on our website and include the right to request a copy of information we hold about you and to have inaccuracies corrected. Please visit planetpayment.com/en/privacy/ for more information.

 

Your obligations:

  1. You agree to comply with all rules and regulations applicable to the service in the relevant territory (further information can be found at https://www.planetpayment.com/en/countries/) and you acknowledge that by using our service you are agreeing to these terms and conditions (and, if applicable, to the prepaid card terms and conditions (for full terms and conditions see planetprepaid.com)).
  2. You acknowledge that, the ability to obtain a Refund is subject to the relevant territory’s tax and customs authority’s (the Authority) approval, there are penalties for false declarations to the Authority, you must comply with the Authority’s rules, and you are solely responsible for:
    1. obtaining such approval;
    2. delivery of accurately completed (including the relevant Authority’s stamp) export documentation to the Authority and/or Planet as required and within the permitted timeframe and providing proof of such delivery (Planet is not responsible if documentation fails to arrive at its offices or the Authority’s office); and
    3. exporting the goods within 3 months from the end of the month of purchase (in some jurisdictions, this period may be shorter or longer, you are responsible for complying with the relevant timeline).
  3. You acknowledge that a Refund may not be made where the retailer does not comply with the Authority’s rules or its contractual obligations to Planet.
  4. In territories where you purchase the goods from us (this will be clear on the face of the sales record issued to you) we assign our legal and statutory rights in the goods to you and you agree:
  5. to direct any complaint or issue with the goods to the retailer (the retailer’s complaint and return policies will apply to the goods); and
  6. not to take any action or in any way hold us liable for any loss or damage, whether direct or indirect, due to the defective nature of the goods.
  7. You agree to delete the statement “the credit card nominated to credit the VAT is the same card used for the payment of the goods described above” from the sales record where the credit card nominated for your Refund is different to the card used to purchase the goods.
  8. You agree to pay a fee to Planet for each Refund processed by Planet (the fee varies depending on the value of your purchases and the refund option you select) and you expressly authorise us to deduct the fee, together with any other applicable fees and charges as set out in these terms and conditions, from your Refund.
  9. You acknowledge that:
  10. cash refund operators may apply their own foreign exchange conversion rates when converting a Refund from the local currency to a currency of your choice and this transaction is not part of the services provided by Planet;
  11. where possible, credit card, prepaid card and cheque Refunds will be processed in your local currency, however if foreign exchange is required Planet will use the current 'we sell' rates of a recognised European Retail Bank plus a fee of between 3-5% when processing the foreign exchange;
  12. credit card operators/financial institutions charge us for processing Refunds through their network and these charges will be passed on to you by way of a deduction from your Refund (Amex charge is £1 or equivalent) ;
  13. if you choose to receive your Refund by way of reduction of the amount payable for the goods at the time of purchase in-store or if you obtain your Refund in cash in advance of export, you must continue to comply with 2 above, however you must export the goods and return the completed export documentation to us within 21 days of receipt of the Refund. If the goods are not exported and documents are not received by us within 21 days, we will charge you the amount set out on the credit card guarantee you provide at the time you receive your Refund;
  14. if you do not choose a refund method at the time of purchase of the goods or if your refund details are incomplete or incorrect, we will refund you by issuing a prepaid card by prepaid post to your address (or a virtual prepaid card by email) and a fee will be deducted from your Refund for issuing the prepaid card;
  15. a prepaid card:
    1. is subject to the prepaid card provider’s terms and conditions;
    2. will be deemed received by you 10 days after issue (next day for issue by email);
    3. may require PIN retrieval in advance of use;
    4. may be used in store, online, or over the phone to pay for goods and services at suppliers that accept Visa cards;
    5. may not be used for cash transactions, e.g. cash at ATMs; and
    6. has an expiry date and may be subject to fees and charges: after the expiry date dormancy fees will be applied to any balance remaining on the card (any balance remaining on the card 6 years after the expiry date will not be redeemable by you) (further information about fees that apply to the card can be found at www.planetprepaid.com);
  16. delays may occur in making your Refund (we endeavour to make a Refund as soon as possible)
  17. some card companies require the expiry date of the card as well as the card number to process a refund. Where you have not supplied the expiry date the refund may not be successfully processed to your card by your card company. Where this occurs Planet can reprocess your refund once you have provided us with the necessary data.
  18. where we suspect that a fraud or attempted fraud is being perpetrated, we reserve the right not to make a Refund;
  19. we may require additional information to support your refund application and you agree to provide such additional information as soon as practicable;
  20. the refund service and any documentation produced as part of the refund service cannot be assigned to another service provider and is Planet’s property;
  21. nothing in this agreement affects your common law or statutory rights as a consumer or your legal or statutory rights in the goods;
  22. these terms and conditions and any dispute or claim arising out of or in connection with them (including in relation to any non-contractual obligations) shall be governed by, and construed in accordance with the laws of Ireland; and
  23. all disputes and claims arising out of or relating to these terms and conditions (including in relation to any non-contractual obligations) shall be subject to the non-exclusive jurisdiction of the courts of Ireland to which you irrevocably submit.
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