Planepal Avis 10

we are happy with the product which works very well.

But BE AWARE if you want the items ships to the EU. You will not only pay the mandatory import VAT, becouse plane pal takes no responsible or care for their EU customers they do not handle the VAT at check out, which means that you will pay the VAT plus a very high administrations fee 25 Euro to the courier on top of your conutries VAT.

I have bought other products from the UK, and there is a easy system to setup that handles this situation at cehck out called IOSS, that will make sure the VAT is paid without administration fees. But Plane pal don't want to use this system and puts the extra administration fee on the customer.

This have made my product 20 % more expense than necessary. And i had to deal with an Inkasso agency because FedEx don't send the bill straight away.

I would strongly advise against ordering from this company.

The website stated a dispatch time of 48–72 hours, however my order took over two weeks to be dispatched despite repeated chasing. During this time I clearly told the company that I no longer wanted the item to be sent, but it was dispatched anyway.

When the item finally arrived, I contacted them within the 14-day legal cancellation period to return it. The return process was unnecessarily difficult: responses were slow, I was asked for photos of an unopened item, and I was repeatedly delayed rather than given return instructions.

Instead of processing a lawful return, I was offered a 10% refund and a discount code, and later told this was the only option which is not compliant with UK consumer law.

I was forced to raise a bank chargeback to make progress. Only after this did the company finally provide return instructions. Even after the item was returned with tracked delivery and proof of receipt, I am still having to chase for a refund while they “check with the warehouse”.

This experience involved delays, obstruction, and misinformation about consumer rights. If you value clear communication, honest delivery times, and a straightforward returns process, I would recommend shopping elsewhere. Reading other reviews they seem to be scamming many people the same way. You really want this product try rent it from companies who rent baby items but avoid this company at all costs

This company refuses to abide by the law and provide a refund on products when notified within 14 days of receipt. Do not give your custom!

Do not use this company. They sent the order out weeks after we ordered. After we asked to cancel (not being in the country and having paid £9.99 next day delivery). The courier left the order outside the house. We were away for 10 days. Luckily a neighbour picked it up for us. Now we have asked for a refund and because the courier left it rather than it getting returned to sender they have offered our delivery fee and 10% off our next order! Disgusting.

The product looks and the idea seems good idea but its not sustainable.
I used twice and sadly lost a yellow valve (in the darkness of long haul flight, I didn’t realise I lost if till I was on my return flight), and I enquired if I could purchase a part (valve) as everything else works still fine. I was told no.
Now do I have to bin the whole product?

I ordered plane pals on 20Oct2025. Paid for priority delivery (1-2days). Contacted the company to cancel the order. Arrived on 27Oct2025, delivered to my neighbours as we'd already left for our holiday THAT SAME DAY. Company refused to accept a cancellation or accept a return of the unopened package. I even cited the legal requirement to accept a cancellation for on line orders within 14 days. Again they refused. Will be complaining to trading standards, virgin (because thats how i found the website in the first place) and raising an official complaint. The package is sitting here unopened still.

Awful customer service, dishonest. Poor products, would avoid! Reported to trading standards

Poor customer service and non-compliant with UK consumer legislation and regulations regarding distance selling and online sales. Still awaiting a response to why they consider themselves exempt and no response. Dispute raised with my credit card.

Distance selling and regulations around online sales are clear. For anyone else looking to challenge, take a look.

Very poor customer service - ordered using their 24 hour / next day premium delivery which cost £9.95.

The order arrived 58 hours later - I appreciate things get delayed but we had to fly before it arrived and we simply asked for the £9.95 to be returned and this was refused.

Just disappointing customer service given I paid a lot of money for the 24 hour / next day delivery option.

Just seems they do not care.

Poor customer service by email (from hello at keepemquiet.com) for a malfunctioning manual pump on a recent long-haul flight for a PlanePal given to me as a gift. Sent photos instead of the video they requested as no WhatsApp number provided for the large file size but their employee (no title given) is insisting ''we need the details from the person who purchased it so we can forward it to our fulfilment team and provide you with a resolution.'' Why not just offer to exchange the faulty pump?