Returns & 30-Day PLENHAUS Home Trial

Try PLENHAUS at home

We want you to have enough time to explore PLENHAUS and decide whether the appliance is right for you.

For orders placed directly through plenhaus.com, we therefore offer returns within 30 days of receiving the product.

You may carefully unpack the appliance, explore its functions and prepare several dishes under normal household conditions. If PLENHAUS is not right for you, notify us within 30 days. We will arrange and cover the cost of the return shipment within the European Union.

Two return periods

The first 14 days – statutory right of withdrawal

When purchasing online, consumers have the right to withdraw from the contract without giving a reason within 14 days of receiving the goods.

To meet the deadline, it is sufficient to send us a clear notice of your decision before the end of the 14th day. The statutory right of withdrawal applies independently of the additional PLENHAUS return programme and is not restricted by these terms.

Days 15 to 30 – voluntary PLENHAUS programme

After the statutory 14-day withdrawal period has ended, we additionally allow the appliance to be returned until 30 days after it was received.

The additional programme applies to products that:

· were purchased by a consumer directly through plenhaus.com;

· were delivered within the European Union;

· were used only for reasonable testing under normal household conditions;

· are returned complete, clean and safe for transport.

This programme is an additional voluntary benefit offered by PLENHAUS and does not limit the buyer’s statutory rights.

May the appliance be used before it is returned?

Yes. Under the 30-day home trial, you may unpack PLENHAUS, explore its functions and prepare several dishes in order to assess how the appliance performs.

Careful testing that is reasonably necessary to become familiar with the appliance’s main functions will not, by itself, reduce the refund.

However, the home trial is not intended for:

· intensive daily use throughout the full return period;

· commercial or professional use;

· preparing food for sale;

· use in cafés, restaurants or professional kitchens;

· use contrary to the instruction manual;

· using the appliance as a free temporary rental.

Conditions for a full refund

The full purchase price will be refunded if:

· the return is requested no later than the 30th day after the order was received;

· the same appliance that was supplied to the buyer is returned;

· the serial number matches the order records;

· the appliance is fully functional;

· the appliance was used only for careful household testing;

· the product is free from food residue, clean and completely dry;

· there is no damage to the body, lids, cooking pot or other components;

· all parts and accessories included in the original package are returned;

· the product is securely packed for return transport.

Minor unavoidable signs of careful testing do not prevent a full refund.

What must be returned?

Please return the complete package supplied with the appliance, including:

· the PLENHAUS main unit;

· grill lid;

· glass lid;

· cooking pot;

· air fry basket;

· racks and inserts;

· temperature probe;

· any other accessories included in the package;

· documentation, if it formed part of the delivery.

Only return the components that were included in your original order.

Please keep the original packaging

We strongly recommend keeping the original box and internal packaging throughout the 30-day return period.

The original packaging provides the best protection for the appliance, lids and accessories during return transport and significantly reduces the risk of damage.

The absence of the original packaging does not cancel the statutory right of withdrawal. In that case, however, the buyer must use another strong and suitable form of packaging that provides adequate protection for the goods.

Damage caused during return transport by clearly inadequate or unsuitable packaging may affect the amount refunded.

Free return shipping within the EU

PLENHAUS covers the cost of standard return shipping from European Union member states.

Once the return has been registered, we will provide:

· a return reference number;

· instructions for preparing the appliance;

· a list of the components to be returned;

· a prepaid return label or details of collection by a courier.

Please do not send the product independently before receiving instructions from our customer support team.

PLENHAUS covers only returns made using the return label we provide or another method agreed with us in advance. Additional costs caused by self-selected express shipping or another unapproved transport method will not be reimbursed.

How to request a return

1. Contact us

Send an email to: info@plenhaus.com

Subject line: Return – order number

2. Provide your order details

Please include:

· first and last name;

· order number;

· date the product was received;

· the address from which the return should be arranged;

· the appliance serial number, if available;

· a list of the components included in the return.

During the first 14 days, you are not required to provide a reason for the return.

For returns requested between days 15 and 30, we may ask you to briefly tell us why you are returning the product. This helps us improve the product and our service but does not affect the return where the programme conditions are met.

3. Provide photographs

To speed up processing, we may ask you to provide:

· a photograph of the appliance;

· a photograph of the cooking pot and its coating;

· a photograph of the accessories;

· a photograph of the serial number;

· a photograph of the packed product before shipment.

The photographs are used for an initial completeness check and to help organise safe transport.

4. Receive return instructions

Our customer support team will send you:

· confirmation of the return;

· the return reference number;

· cleaning and packing instructions;

· the return shipping label;

· information on handing the parcel over to the carrier.

5. Prepare the appliance

Before packing the appliance, you must:

· disconnect it from the power supply;

· allow it to cool completely;

· remove all food residue;

· clean all used components;

· completely dry the appliance, cooking pot, lids and accessories;

· secure all components inside the packaging.

Do not send the appliance with food residue, liquids or damp components.

Inspection of returned products

After receiving the returned product, we will:

1.         record the condition of the packaging and the product;

2.         verify the serial number;

3.         check that the package is complete;

4.         assess cleanliness and external condition;

5.         inspect the cooking pot and its coating;

6.         test the appliance’s main functions;

7.         document any damage or missing components.

The inspection is normally completed within 3 to 5 business days after the product is received.

When may the refund be reduced?

Where the appliance has been carefully tested at home and the complete package is returned in proper condition, the full purchase price will be refunded.

The refund may be reduced if the condition of the product has deteriorated because it was handled beyond what was reasonably necessary to establish its nature, characteristics and functioning.

Reasons for a reduction may include:

· missing parts or accessories;

· damage to the ceramic coating caused by metal utensils;

· deep scratches, chips, dents or impact marks;

· damage to the body, lids, cable or control panel;

· signs of improper use;

· heavy soiling or odours requiring professional cleaning;

· food or grease residue that was not removed before shipment;

· damage to electrical components caused by liquid;

· unauthorised disassembly or repair;

· a serial number that does not match the order;

· excessive wear inconsistent with careful household testing;

· damage during return transport caused by insufficient packaging.

A reduction is not a fixed penalty. It is calculated individually based on the actual loss in value, the cost of missing parts and the cleaning or repair required.

We will provide the buyer with the inspection results, photographs of any identified damage and a clear calculation of the refund.

Significantly damaged products

During the voluntary period from day 15 to day 30, PLENHAUS may refuse the additional return or reduce the refund if:

· the appliance has been significantly damaged by the user;

· the product was used for commercial or professional purposes;

· a substantial part of the package is missing;

· the serial number does not match the order;

· the appliance was disassembled or repaired without authorisation;

· the condition of the product does not allow a safe inspection;

· the product is contaminated to an extent that creates a hygiene or transport risk.

These restrictions apply only to the voluntary additional programme and do not affect the buyer’s mandatory statutory rights.

Refunds

The refund will be made using the same payment method used for the order, unless another method is agreed with the buyer.

Where the statutory right of withdrawal is exercised, the payments received will be refunded, including the cost of standard outbound delivery if it was charged separately. Any additional amount paid for a more expensive express delivery option will be refunded only up to the cost of standard delivery.

The refund may be withheld until the product has been received or until the buyer provides evidence that it has been sent back.

After the product has been received and inspected, the refund is normally processed within 5 to 7 business days.

The time required for the funds to appear in the buyer’s account depends on the buyer’s bank or payment provider.

Faulty or damaged-on-arrival products

Please contact us at info@plenhaus.com if the appliance:

· arrived damaged;

· has a manufacturing defect;

· does not switch on;

· does not operate correctly;

· does not match the order;

· was delivered with missing components.

These cases are not treated only as an ordinary return because the buyer changed their mind. They are also handled under the buyer’s statutory rights relating to faulty goods.

Faulty products will be repaired, replaced or accepted for return without additional cost to the buyer, in accordance with applicable law. The necessary return shipping costs are borne by the responsible seller.

Purchases through Amazon and official partners

The 30-day home trial applies to orders placed directly through plenhaus.com.

Products purchased through Amazon or another official partner are subject to the return policy of the seller named in the order or invoice.

If you have any questions, contact us at info@plenhaus.com. Our customer support team will help identify the responsible seller and the appropriate next steps.

Programme territory

The free 30-day return programme applies to orders that:

· were placed directly through plenhaus.com;

· were delivered to buyers within the European Union;

· are returned from within the European Union.

Returns from countries outside the EU are assessed individually.

Contact details

For return-related questions, please contact:

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

Important legal information

The PLENHAUS 30-day programme extends the standard return period but does not limit the consumer’s statutory 14-day right of withdrawal for distance purchases or the buyer’s statutory rights where goods are faulty.