Warranty

PLENHAUS Warranty, Returns & Service — EU, UK, Switzerland & Norway

Up to 10 years of PLENHAUS protection

If your goods do not conform to the contract, you are entitled by law to remedies from the seller free of charge. Those statutory remedies are not affected by this commercial guarantee.

You have two separate forms of protection: statutory rights against the seller under applicable consumer law, and the additional PLENHAUS commercial guarantee described below. You may exercise your statutory rights without first making a claim under the commercial guarantee.

Enjoy up to 10 years of additional PLENHAUS cover: 10 years for the appliance casing and main control circuit board, 5 years for the fan and temperature probe, and 3 years for the upper heating lamp, lower heating element and display. The cooking bowl, its coating and non-electrical included accessories have 12-month commercial cover for manufacturing defects. Coverage periods vary by component. Your statutory rights remain unaffected.

Guarantor and covered product

This commercial guarantee is provided by:

VEKTOR Technologie, s.r.o.

Na krčské stráni 722/52

140 00 Praha 4 - Krč

Czech Republic

+420732106875

info@plenhaus.com 

Covered product: PLENHAUS Premium Kitchen System, model MHY-888D, in black or white.

Your statutory rights against the seller

For new goods sold to consumers in the EU, EU rules provide a minimum two-year period of seller liability for a lack of conformity that existed at delivery and becomes apparent within that period. National law may provide longer periods or additional protection. Applicable rules on evidence, notification, time limits, repair-related extensions and remedies remain unaffected by this page.

For UK consumers, the seller must supply goods that are of satisfactory quality, fit for purpose and as described. Your statutory rights under applicable UK consumer law are separate from this commercial guarantee and our voluntary 30-day return offer. Any mandatory right to reject faulty goods, or obtain repair, replacement, a price reduction or a refund, remains unaffected. Statutory claims are made against the seller identified on your order confirmation or invoice.

For Norwegian consumers, statutory complaint periods are generally two or five years, depending on how long the product is intended to last under normal use. The commercial component periods do not shorten these statutory rights.

For consumers in Switzerland, applicable mandatory consumer rights remain unaffected by this commercial guarantee and our voluntary 30-day return offer. EU statutory periods described above are not presented as a statement of Swiss law.

Statutory protection concerns the product as supplied, including its components and included accessories. It is not reduced to the shorter commercial periods in the table below. The twelve-month commercial period for the cooking bowl, coating and included accessories does not mean that statutory rights for those items expire after twelve months.

Under the conditions set by applicable law, you may choose repair or replacement unless your chosen remedy is impossible or disproportionately costly. Repair or replacement must be free of charge, within a reasonable time and without significant inconvenience. Where the legal conditions are met, you may be entitled to a proportionate price reduction or to terminate the sales contract and receive a refund. Termination may be unavailable for a minor lack of conformity.

Applicable extensions or suspensions of statutory periods following repair or replacement will be honoured. Before a statutory repair or replacement, the seller will provide information about the available choice of remedies and any applicable repair-related extension as required by law.

The exclusions and eligibility conditions for the commercial guarantee below do not independently determine whether you have a valid statutory claim. We do not require you to prove a manufacturing cause where applicable statutory rules place the burden of proof on the seller.

Who is responsible for statutory claims?

Purchases on plenhaus.com

For direct consumer purchases on plenhaus.com delivered in the European Union, the United Kingdom, Switzerland or Norway, the contracting seller is VEKTOR Technologie, s.r.o. The seller’s details are shown before checkout and on your order confirmation or invoice:

VEKTOR Technologie, s.r.o.

Na krčské stráni 722/52, 140 00 Praha 4 – Krč, Czech Republic

Company ID: 24792241 | VAT ID: CZ24792241

Email: info@plenhaus.com

Purchases through Amazon or another retailer

For statutory claims, contact the seller shown on your order confirmation or invoice. For an Amazon purchase, check the “Sold by” field. PLENHAUS support can help identify that seller, but contacting central support does not replace any legally required notification to the seller unless support is authorised to receive it on the seller’s behalf.

For claims under this commercial guarantee, the guarantor identified above remains responsible for its own guarantee obligations, even where an authorised retailer sold the product. Your rights against the seller are separate.

PLENHAUS commercial guarantee: coverage periods

This additional commercial guarantee covers defects in materials or workmanship arising under normal household use during the applicable period. Coverage begins on the date the original consumer purchaser receives the product. It is provided at no additional charge.

Commercial cover is provided for the components and periods listed in the table. The ten-year circuit-board period applies to the main control circuit board. The cooking bowl, its coating and included accessories have twelve-month commercial cover for defects in materials or workmanship. Statutory rights apply to the complete product, including any component without a separately stated commercial period.

The table describes only the additional commercial guarantee. It does not shorten or exclude statutory rights for any component. The temperature probe keeps its separate five-year period even though it is supplied as an accessory. The applicable component period is determined by the component with the covered defect, even when we supply a larger replacement lid or body assembly. Supplying an assembly does not give every component inside it a ten-year period. Mandatory rights for the complete appliance, software and updates, where applicable, remain unaffected.

Commercial guarantee eligibility and territory

This commercial guarantee applies to a new covered PLENHAUS product supplied for a covered market, bought through plenhaus.com or an authorised retailer in the covered territory and originally delivered in any Member State of the European Union, the United Kingdom, Switzerland or Norway. These countries form the covered service territory. The guarantee transfers with the appliance to a subsequent consumer owner, including after a gift or private resale. Reasonable evidence of the original purchase and delivery is required. All component periods run from the original delivery and do not restart when ownership changes.

Service under this commercial guarantee is provided within that territory. The guarantee territory and the availability of new orders are separate matters: delivery destinations are shown at checkout, including the United Kingdom where delivery is offered. Contact support if the appliance has moved to another country so we can explain the available service arrangements. These territorial conditions do not remove any statutory rights.

The product is intended for household and similar non-professional use consistent with its instructions. The commercial guarantee does not cover damage caused by intensive professional use for which the appliance was not designed.

Product registration is not required. An order confirmation, receipt or other reasonable evidence of purchase and delivery is sufficient.

Cooking bowl, coating and accessories

During their stated commercial periods, the bowl, coating and accessories are covered for manufacturing defects and manufacturing imperfections in materials or finish.

The commercial guarantee does not cover normal wear, gradual deterioration from ordinary use, use-related scratches or scuffs, or damage caused by improper care. Examples include damage caused by metal utensils, abrasive sponges or cleaners, impact, or overheating contrary to the instructions.

A coating problem is not automatically excluded because it appeared during use. A defect in materials or workmanship remains covered during the applicable commercial period. Any statutory claim is assessed separately under applicable law, including relevant conformity and durability requirements.

What the commercial guarantee does not cover

This commercial guarantee does not cover ordinary wear and tear or damage caused by:

• Misuse, abuse, accidents, dropping or mechanical impact.

• Failure to follow reasonable operating, cleaning, maintenance or storage instructions.

• An electrical supply or connection inconsistent with the product’s rating label.

• Liquid entering electrical components because of misuse or improper cleaning.

• Improper installation, repairs, alterations or modifications.

• Incompatible parts or accessories that cause damage.

• Intensive commercial operation beyond the appliance’s intended household use.

Opening the product or using an independent repairer or third-party part does not by itself cancel all coverage. Damage caused by an improper repair, modification or incompatible part may be excluded. Manufacturing defects in unrelated components remain assessable under this guarantee.

Ordinary cosmetic changes caused by use are not covered. This does not exclude manufacturing defects in materials or finish, or any statutory remedy for a lack of conformity. A failure of a covered component is not excluded solely because it occurred after normal use or because the product has aged. Any reliance on an exclusion will be explained with reference to the cause of the problem. Mandatory rules on the burden of proof remain applicable.

How to request help

1. Contact support or the seller

Email info@plenhaus.com. For a statutory claim, you may contact the seller directly and need not use PLENHAUS central support first.

Suggested subject: Guarantee request — [order number]

Please include:

• Your name and contact details.

• Order number or other reasonable proof of purchase.

• Purchase and delivery dates, if available.

• Retailer and seller identified on the order or invoice.

• Product model and serial number, if available.

• A description of the problem, when it appeared and the circumstances in which it occurred.

Please notify the appropriate seller or guarantor promptly. Mandatory national notification and limitation rules apply; this page does not create an additional shortened statutory claim deadline.

2. Help us assess the issue

Photos or a short video may help diagnosis. If you cannot provide them, contact us for another reasonable assessment method. We will not make unnecessary photo, video or registration requirements a barrier to statutory remedies.

If the appliance appears unsafe, stop using it. For safety, do not open electrical housings or attempt internal repairs unless qualified to do so.

3. Follow the service instructions

Please contact support before shipping an item for service under this commercial guarantee. If a return is needed, we will provide a case number, the service address, packaging instructions, and a prepaid shipping label or another prepaid shipping arrangement. Do not send the appliance to the guarantor’s mailing address unless instructed.

These administrative instructions do not prevent you from exercising statutory rights directly against the seller.

How covered commercial claims are resolved

We will arrange repair or replacement of the defective covered component, or repair or replacement of the appliance where appropriate, free of charge. Where legally required, you may choose between repair and replacement, subject to the applicable impossibility and proportionality rules. We will not substitute a lesser remedy for a mandatory entitlement.

For a covered modular fault, our normal solution is to send the affected new replacement unit, such as a lid or body assembly, free of charge, without asking you to return the entire appliance where this is unnecessary. We will help identify the affected unit and provide clear replacement instructions. We will ask you to fit a unit yourself only where the procedure is safe, supported by the product instructions and suitable for you. You will not be asked to open electrical housings or perform unsafe internal repairs. If replacement of the lid or body assembly does not resolve the covered fault, or customer replacement is not a safe or practical solution, we will supply a new replacement appliance free of charge and arrange any necessary collection or return of the defective appliance at our expense. This does not restrict any remedy you may require under applicable law.

If we cannot repair or replace a covered component, we will first assess repair or replacement of the appliance. If neither solution is available within a reasonable time and without significant inconvenience, we will explain the available price reduction or refund and its calculation in writing. A monetary settlement will not replace any remedy that you are entitled to require under applicable law. Any mandatory refund will not be limited to the factory cost of the failed component. Your right to terminate the sales contract or obtain another mandatory remedy remains unaffected.

All replacement components, replacement lid or body assemblies and replacement appliances supplied under this commercial guarantee will be new. We do not supply refurbished replacements.

For a covered commercial claim, the guarantor pays necessary diagnosis, materials, parts, labour, transport and return-delivery costs within the covered service territory, including necessary customs or clearance charges for the agreed service shipment. We will provide the appropriate shipping and customs instructions. No chargeable work will be carried out without first explaining the proposed charges and obtaining your approval.

Coverage following repair or replacement

The remaining commercial coverage for the affected component continues after repair or replacement, subject to any mandatory extension, suspension or new period required by law. Replacing one component does not reduce the remaining commercial coverage on other components.

Statutory periods and their repair- or replacement-related extensions are determined separately by applicable law. Nothing here restricts those periods or extensions.

Preparing and shipping the product

• Follow the instructions supplied for your case.

• Allow the appliance to cool.

• Clean and dry the requested components where safe to do so.

• Remove food and liquid residue.

• Pack the item securely and send only the requested components.

Original packaging is recommended but is not a condition of statutory protection or this commercial guarantee. If you no longer have it, contact support for suitable packaging instructions. Missing original packaging alone is not a reason to reject a claim.

For statutory claims, the seller bears the necessary costs of bringing the goods into conformity in accordance with applicable law. Contact the seller to arrange the appropriate return or collection method.

Service times

We will respond promptly, explain the proposed solution and keep you informed about progress. Covered faults will be resolved within the applicable legal deadline and without significant inconvenience.

Statutory deadlines may run from notification to the seller, not arrival at a warehouse or service provider. Any shorter national deadline or other mandatory requirement takes priority. We will explain any delay and provide progress updates.

Requests outside commercial coverage

If a request is outside this commercial guarantee, we will explain why. Expiry or refusal of commercial coverage does not by itself mean that a statutory claim is unavailable. The seller must assess statutory claims independently under applicable law.

Optional paid service, diagnosis or shipping will require advance disclosure of the charges and your approval. A payment requirement will not be imposed where the service must be provided free under applicable law.

Your rights remain unaffected

This commercial guarantee is additional to, and does not replace, restrict or exclude, statutory consumer rights. Its shorter component periods do not reduce statutory protection. More favourable binding advertising promises and any mandatory national rules remain applicable.

This guarantee does not restrict any mandatory right to damages, any applicable repair rights, or any available consumer complaint or dispute-resolution route. You are not required to waive legal rights to obtain service. Any choice-of-law provision elsewhere in our terms cannot deprive you of mandatory consumer protection applicable to your purchase.

30-day money-back offer — EU, UK, Switzerland and Norway

For purchases made directly through plenhaus.com and delivered in the European Union, the United Kingdom, Switzerland or Norway, you may request a return within 30 calendar days after receiving the product if you are not satisfied. This voluntary offer is additional to any applicable statutory cancellation rights and remedies for defective goods. Any more favourable binding return promise that applied when you placed your order remains valid. For purchases through another retailer, contact that seller about its return policy and your statutory rights.

Your statutory right to cancel an online purchase

Consumers in the EU, the UK and Norway generally have 14 calendar days, counted from the day after you or a third party designated by you (other than the carrier) receive the goods, to notify the seller that they wish to cancel an online purchase, without giving a reason. If one order is delivered in separate lots or pieces, the statutory period generally runs from receipt of the last lot or piece. Any longer mandatory period, including an extension for missing required information, remains applicable. Send a clear cancellation statement to info@plenhaus.com or to VEKTOR Technologie, s.r.o., Na krčské stráni 722/52, 140 00 Praha 4 - Krč, Czech Republic. You may also use the online withdrawal function identified in the store’s cancellation information. The model form below is optional. Providing an order number helps identify your purchase, but no particular form, prior approval, case number or unnecessary identification requirement is a condition of valid statutory cancellation.

Swiss law does not generally provide an automatic cooling-off right for ordinary online purchases. Customers in Switzerland nevertheless receive the voluntary 30-day return offer described here, without prejudice to any applicable statutory or more favourable contractual rights.

How to return the product

Contact info@plenhaus.com, or our website support chat, with your order number and contact details so that we can identify your return and provide shipping instructions promptly. Send the goods back without undue delay and within 14 days after your return or cancellation notice. The current returns address is: Ecologistics, s.r.o., Logicor Park Prague Airport, U Trati 216, Hala DC 3, 252 61 Dobrovíz, Czech Republic. Pack the goods securely. Original packaging is recommended but is not required. For shipments from the UK, Switzerland or Norway, contact support for the appropriate shipping and customs instructions.

Condition of returned goods

Please return the product safely cleaned, without food or liquid residue, and with the supplied accessories where reasonably possible. Do not clean or operate an unsafe appliance. A cleaning request or missing packaging does not by itself remove statutory cancellation or defect rights. You may inspect the product as necessary to establish its nature, characteristics and functioning. Handling beyond what is necessary for that purpose, including cooking use, may result in a reduction reflecting the actual diminished value, where permitted by law and where the required cancellation information was provided. Opening the packaging or using the product does not automatically remove statutory cancellation rights. We will explain and substantiate any deduction; no automatic cleaning or restocking fee applies. The voluntary 30-day offer permits inspection on the same basis and is not an unrestricted cooking trial.

Shipping costs and refunds

For a change-of-mind return of a non-faulty product, you pay the direct return-shipping cost. We will disclose this before purchase. This does not apply if we offered free returns, did not provide the required advance cost information or applicable law requires us to pay. If the goods cannot normally be returned by post, we will disclose the required return-cost information before purchase. Necessary transport for a valid statutory defect claim or a covered commercial-guarantee claim is paid by the responsible seller or guarantor.

For statutory cancellation, we will reimburse payments for the returned goods, including the cost of our least expensive standard delivery option, without undue delay and within 14 days after receiving your cancellation notice. Extra charges for a more expensive delivery option are not refundable. Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first.

For a return solely under the additional 30-day offer, we will inspect the returned product and refund the price paid for the returned goods within 14 days after receipt, subject only to any lawful, explained deduction for diminished value. Any mandatory entitlement to reimbursement of delivery charges remains unaffected. Refunds use the original payment method unless you expressly agree otherwise, without a reimbursement fee. We will not substitute store credit without your agreement. Any more favourable mandatory rule takes priority.

Model cancellation form — optional

To: VEKTOR Technologie, s.r.o., Na krčské stráni 722/52, 140 00 Praha 4 - Krč, Czech Republic; info@plenhaus.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [goods and order number].

Ordered on / received on: [date].

Name of consumer(s): [name].

Address of consumer(s): [address].

Signature of consumer(s), only if submitted on paper: [signature].

Date: [date].

Central support and guarantee copies

Email: info@plenhaus.com

VEKTOR Technologie, s.r.o.

Na krčské stráni 722/52

140 00 Praha 4 - Krč

Czech Republic

+420732106875

We provide the applicable guarantee statement on a durable medium, such as an email attachment or paper copy, no later than delivery, in the language required by applicable law. The terms supplied for your purchase and any more favourable binding advertising promises remain applicable. Later website changes do not reduce rights attached to an earlier purchase. Contact support if you need another copy.

Additional national consumer rights

The following national information supplements the general policy. It does not restrict any mandatory rights, notification rules, burden-of-proof rules or repair-related extensions. Mandatory national documents and information supplied with your order form part of the applicable information. Any statutory rights of a subsequent consumer owner remain unaffected by the commercial eligibility conditions.

• Longer national protection: new goods in Spain and Portugal have a three-year statutory conformity period; Sweden provides a three-year complaint period. In the Netherlands and Finland, defect liability also depends on the reasonably expected service life and is not automatically limited to two years. In Ireland, claims may be pursued for up to six years, subject to the applicable conditions; this is not an unconditional six-year guarantee against every failure.

• Hungary: where the mandatory guarantee for listed new durable consumer goods applies, its period is two years for a selling price from HUF 10,000 up to and including HUF 250,000, and three years above HUF 250,000. It applies independently of the component table. The required Hungarian guarantee document and statutory claim procedures will be provided and honoured. Statutory repairs requiring new parts will use new parts. Applicable replacement or refund deadlines, including those following an unrepairable product, repeated repairs or an overdue repair, take priority over general service estimates.

• National handling deadlines: Czech complaints must normally be resolved, including notification of the outcome, within 30 calendar days unless a longer period is individually agreed. In Romania, repair or replacement must be completed within the applicable reasonable period agreed in writing, not exceeding 15 calendar days after notification. In Cyprus, the applicable repair or replacement period must not exceed 25 days after the seller is informed. These deadlines are not extended by delivery to a warehouse or service provider.

• Written complaint responses: in Poland and Lithuania, applicable consumer complaints require a response within 14 calendar days; in Estonia the response period is 15 days, and in Latvia 15 working days. A complaint-response period and a repair-completion period are different obligations. Any statutory consequences of missing a deadline remain applicable, including deemed acceptance where Polish law provides for it.

• Slovenia: mandatory conformity remedies and the mandatory guarantee of faultless operation for the relevant category of electrical food-preparation appliance apply independently of this component schedule. The mandatory guarantee is at least one year. Required guarantee documentation, instructions, service information and legally required after-sales support will be provided. Conformity must normally be restored within 30 days, with a justified extension of no more than 15 days where the law permits it. Any immediate statutory right arising from an early defect remains unaffected.

• France: consumers benefit from the legal guarantee of conformity and the separate legal protection against hidden defects under the applicable Consumer Code and Civil Code. The legal conformity period for a new product is two years from delivery, and conformity must be restored without charge and normally within 30 days after the request. Mandatory guarantee information is supplied in French, including the prescribed information in the applicable sales terms. Any repair-related extension, suspension, new period following qualifying replacement and protection for hidden defects remain applicable.

• United Kingdom and Ireland: any applicable short-term right to reject faulty goods within 30 days and receive a refund is separate from the voluntary 30-day change-of-mind offer. The voluntary offer’s inspection and return-shipping conditions do not restrict mandatory faulty-goods remedies. Norway: goods intended to last substantially longer than two years may have a five-year statutory complaint period. Switzerland: the general limitation period for warranty actions concerning new consumer goods is two years, subject to the applicable legal and contractual rules; this component schedule does not shorten mandatory periods.

• Complaints and dispute resolution: if a dispute about a purchase from VEKTOR Technologie, s.r.o. cannot be resolved directly, consumers may contact Česká obchodní inspekce, ADR department, Gorazdova 1969/24, 120 00 Praha 2, Czech Republic; email adr@coi.gov.cz; website https://coi.gov.cz/informace-o-adr/. This does not restrict access to the courts or any other available statutory complaint or dispute-resolution route.