Returns & 90-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 eligible orders placed directly through plenhaus.com, we offer returns within 90 calendar 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 no later than the end of the 90th calendar day after receiving the product.
We will arrange and cover the cost of standard return shipping from within the European Union, subject to the conditions below.
Two return periods
The first 14 days – statutory right of withdrawal
When purchasing online, consumers generally have the right to withdraw from the contract without giving a reason within 14 days after receiving the goods.
To meet the deadline, it is sufficient to send us a clear notice of your decision before the statutory withdrawal period expires.
After notifying us of the withdrawal, the product must be returned without undue delay and no later than 14 days after the notice was sent, unless PLENHAUS arranges collection.
The statutory right of withdrawal applies independently of the additional PLENHAUS return programme and is not restricted by these terms.
Days 15 to 90 – voluntary PLENHAUS return programme
After the statutory withdrawal period has ended, we additionally allow eligible appliances to be returned until the end of the 90th calendar day after they were received.
The additional programme applies to products that:
· were purchased by a consumer directly through plenhaus.com;
· were delivered within the European Union;
· are returned from within the European Union;
· were used only for reasonable testing under normal household conditions;
· are returned complete, clean, dry and safe for transport.
The buyer must notify PLENHAUS of the return no later than the end of the 90th calendar day after receiving the product.
After PLENHAUS provides the prepaid return label or collection instructions, the product must be handed over to the designated carrier within 14 days. If PLENHAUS arranges collection, the buyer must make the product available on the agreed collection date.
A delay caused by PLENHAUS or its designated carrier will not invalidate an otherwise timely return.
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 90-day home trial, you may unpack PLENHAUS, explore its functions and prepare several dishes in order to assess how the appliance performs.
The 90-day period gives you more time to decide. It does not permit 90 days of unrestricted, intensive or continuous use.
Careful testing under normal household conditions will not, by itself, reduce the refund.
However, the home trial is not intended for:
· intensive, frequent or continuous daily use;
· 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 purchase price of the returned product will be refunded in full if:
· PLENHAUS is notified of the return no later than the end of the 90th calendar day after the product 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 to the extent reasonably necessary to evaluate it under normal household conditions;
· 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;
· the product is handed over to the designated carrier within the applicable return-shipping deadline.
Minor unavoidable signs of careful household 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 90-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 or automatically disqualify an otherwise eligible return under the voluntary programme. The buyer must, however, use strong and suitable alternative packaging that adequately protects the product and its components during transport.
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 contact us before sending the product so that we can provide a prepaid return label or arrange collection.
The exercise of the statutory right of withdrawal is not conditional on receiving prior approval or a return reference number. However, using the return method supplied or agreed by PLENHAUS enables us to cover the return cost and process the return efficiently.
PLENHAUS covers standard return shipping only where the buyer uses the prepaid return label, collection service or another transport 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
A clear statement that you wish to withdraw from the contract or return the product is sufficient. You may also use the model withdrawal form at the end of this policy, but use of the form is not mandatory.
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 statutory withdrawal period, you are not required to provide a reason for the return.
For returns requested between days 15 and 90, we may ask you to briefly tell us why you are returning the product. Providing a reason is optional and does not affect an eligible return where the voluntary programme conditions are met.
3. Provide photographs
To speed up processing and help us arrange safe transport, 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.
Providing photographs is not a condition for exercising the statutory right of withdrawal. If photographs cannot reasonably be provided, please contact our customer support team for assistance.
4. Receive return instructions
Our customer support team will send you:
· confirmation that the return has been registered;
· the return reference number;
· cleaning and packing instructions;
· the return shipping label or collection details;
· 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;
· securely pack and protect all components.
Do not send the appliance with food residue, liquids or damp components.
Inspection of returned products
After receiving the returned product, we will:
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record the condition of the packaging and the product;
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verify the serial number;
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check that the package is complete;
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assess cleanliness and external condition;
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inspect the cooking pot and its coating;
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test the appliance’s main functions;
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document any damage or missing components.
The inspection is normally completed within 3 to 5 business days after the product is received.
Nothing in this inspection process affects any refund deadline required by applicable law.
When may the refund be reduced?
During the statutory withdrawal period
Where the statutory right of withdrawal is exercised, the buyer is responsible only for any reduction in value resulting from handling beyond what was reasonably necessary to establish the product’s nature, characteristics and functioning, as provided by applicable law.
Any reduction will be based on the actual loss in value and will not be applied as a fixed penalty.
During the voluntary period from day 15 to day 90
PLENHAUS permits careful household testing, including preparing several dishes to assess the appliance.
Where the appliance has been tested in accordance with this policy and the complete package is returned clean, dry and in proper condition, the purchase price of the returned product will be refunded in full.
During the voluntary period, the refund may be reduced to reflect the actual loss in value if the appliance was used beyond the permitted home-trial conditions or is returned damaged, incomplete or requiring exceptional cleaning or repair.
Reasons for a reduction may include:
· missing parts or accessories;
· damage to the ceramic coating caused by metal utensils or improper handling;
· 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 exceptional or 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 clearly inadequate packaging.
A reduction is not a fixed penalty. It is calculated individually based on the actual loss in value, the reasonable cost of missing parts and any cleaning or repair required.
We will provide the buyer with the inspection results, photographs of any identified damage and a clear explanation of any proposed reduction.
Significantly damaged products
During the voluntary period from day 15 to day 90, PLENHAUS may, depending on the circumstances and the actual condition of the product, refuse the voluntary return or reduce the refund to reflect the documented loss in value if:
· the appliance has been significantly damaged by the buyer;
· 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 expressly agreed with the buyer. The buyer will not incur a fee because of the selected refund method.
Refunds during the statutory withdrawal period
Where the statutory right of withdrawal is exercised, payments received will be refunded without undue delay and within the period required by applicable law.
This includes the cost of standard outbound delivery where it was charged separately. If the buyer selected a more expensive delivery option, PLENHAUS is not required to refund the additional amount above the cost of standard delivery.
Where permitted by law, the refund may be withheld until the product has been received or the buyer provides evidence that it has been sent back, whichever occurs first.
Refunds during the voluntary period from day 15 to day 90
For an eligible return requested between days 15 and 90, PLENHAUS will refund the purchase price paid for the returned product.
Unless required by applicable law or expressly agreed by PLENHAUS, the voluntary programme does not include reimbursement of the original outbound delivery charge or additional charges for express or premium delivery.
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 ordinary returns because the buyer changed their mind. They are also handled under the buyer’s statutory rights relating to faulty or non-conforming goods.
Depending on the circumstances and applicable law, faulty or non-conforming products may be repaired, replaced, subject to an appropriate price reduction or accepted for return.
The necessary return shipping costs for faulty or non-conforming products are borne by the responsible seller in accordance with applicable law.
The 90-day home trial does not limit the buyer’s statutory rights relating to faulty or non-conforming goods.
Purchases through Amazon and official partners
The 90-day PLENHAUS home trial applies only to eligible 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 90-day return programme applies to orders that:
· were placed directly through plenhaus.com;
· were delivered to consumers within the European Union;
· are returned from within the European Union.
Returns from countries outside the European Union are assessed individually. Unless expressly agreed otherwise, PLENHAUS does not guarantee free return shipping from outside the European Union.
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 90-day home trial is a voluntary return programme that provides additional time beyond the statutory withdrawal period.
It does not limit or replace the consumer’s statutory right of withdrawal for distance purchases, statutory rights relating to faulty or non-conforming goods, or any other mandatory consumer rights under applicable law.
