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].
