Legal Guarantee & Service
You are protected with PLENHAUS
If your appliance has a confirmed lack of conformity, your purchase is covered by a legal guarantee for at least two years from the date you receive the product.
Our support team will help diagnose the issue and arrange an appropriate solution: remedying the fault, replacing an individual part, repairing the appliance or replacing it.
What you need to know
At least 2 years of legal protection
The legal guarantee applies for at least two years from the date you receive the product. Product registration is not required — your order number or another proof of purchase is sufficient.
Response within 1 business day
We aim to respond within one business day. The initial review usually takes 1–3 business days after we receive all the necessary information.
Remote diagnosis first
Send us a description of the issue, photos and a short video. If the fault can be resolved without returning the appliance, we will offer the most convenient appropriate solution.
No unnecessary costs
If the fault is confirmed to fall within the seller’s statutory liability, the responsible seller will bear the necessary costs of diagnosis, shipping, repair and return delivery.
How to get help
1. Write to us
Email info@plenhaus.com.
Please include:
• your full name
• order number
• place of purchase
• the seller shown on the invoice or order confirmation
• a short description of the issue
2. Attach photos or a video
Photos and a short video help us identify the cause more quickly and select a suitable solution.
Do not disassemble the appliance or send it back before receiving instructions from our support team.
3. Receive a solution
Depending on the nature of the fault, we may offer:
• instructions for resolving the issue
• replacement of an individual part or accessory
• diagnosis and repair
• replacement of the appliance
• another remedy available under applicable law
If the appliance or an individual part needs to be sent in, the support team will provide shipping instructions and a shipping label.
Having a problem with PLENHAUS?
Regardless of where the appliance was purchased, start your request through the central PLENHAUS support team. We will check the order number, identify the responsible seller and explain the next steps. Email: info@plenhaus.com
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Detailed legal guarantee and service terms
|
Seller |
Support |
Period and region |
|
VEKTOR Technologie, s.r.o. |
info@plenhaus.com |
At least 2 years from delivery · Official EU sales |
We are here to help
Our goal is to resolve every issue as quickly and conveniently as possible, without unnecessary complications for the customer. If you discover a fault while using PLENHAUS or the appliance does not work as it should, contact our support team. We will carry out an initial diagnosis and propose an appropriate solution.
Legal guarantee of at least two years
PLENHAUS products are covered by the legal guarantee of conformity provided by European Union law for at least two years. The period begins when the buyer receives the product.
The legal guarantee applies in particular where the product:
• has a manufacturing defect
• does not match its description or stated characteristics
• does not have the functions and qualities presented at the time of sale
• cannot be used normally for its intended purpose for reasons not caused by the buyer
Where a lack of conformity is confirmed, the buyer may request free repair or replacement. If repair or replacement is impossible, is not completed within a reasonable time, or causes significant inconvenience, other remedies provided by law may apply, including a price reduction or refund. The specific solution depends on the circumstances of the case and applicable law.
Product registration is not required. An order number or another proof of purchase is sufficient.
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Who is responsible to the buyer
Purchase on plenhaus.com
For orders placed directly on plenhaus.com, the seller is:
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
VEKTOR Technologie, s.r.o. handles claims relating to defects in products purchased directly on plenhaus.com.
Purchase through Amazon
For an Amazon order, the responsible seller is the legal entity shown in the order or invoice under “Verkauft von / Sold by”. This may be VEKTOR Technologie, s.r.o., PLENHAUS CORP, Amazon or another seller.
Even if Amazon stores and ships the product through FBA, the “Verkauft von / Sold by” field remains decisive. The buyer may start a request by emailing info@plenhaus.com. Support will check the order number, identify the responsible seller and explain the next steps.
Purchase from an official partner
For a product purchased from an official PLENHAUS partner, the responsible party is the seller shown on the order confirmation, invoice or other proof of purchase. PLENHAUS support will help clarify the process and direct the request to the responsible seller or service department.
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Which components are covered
The legal guarantee applies to the complete product and the components supplied with the order, including:
• main unit
• grill lid
• glass lid
• temperature probe
• cooking pot
• basket
• racks
• other accessories included with the product
If the fault affects only one component — such as a lid, temperature probe or accessory — we will try to replace only the affected part without requiring the entire appliance to be returned.
Cooking pot coating
If damage to the cooking pot coating results from a manufacturing defect, the request will be assessed under the legal guarantee.
Damage caused by the following is not considered a manufacturing defect:
• use of metal utensils
• abrasive sponges or cleaning products
• mechanical impact
• incorrect cleaning or storage
• failure to follow the operating and care instructions
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What is not considered a product defect
The legal guarantee does not cover damage or faults caused by:
• use of the appliance for an unintended purpose
• failure to follow the instructions
• dropping, impact or other mechanical damage
• water or another liquid entering electrical components
• connection contrary to electrical supply requirements
• unauthorised disassembly, repair or modification
• use of incompatible parts or accessories
• incorrect cleaning or storage
• normal wear and tear
• intensive professional use for which the appliance is not intended
Minor cosmetic changes that do not affect safety, functionality or normal operation are not, by themselves, considered a product defect.
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Intended use
In accordance with the instructions, PLENHAUS is intended for household and similar non-professional use. The appliance may be used at home, in an office kitchen, in apartments and in similar environments under normal household use.
The appliance is not intended for intensive use in professional kitchens, restaurants, cafés or catering establishments. This information is intended for consumers. Different contractual and statutory rules may apply to purchases made by legal entities or entrepreneurs in the course of professional activity.
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How to report a fault
Contact support
Email info@plenhaus.com. We recommend using the subject line: “Legal guarantee request — order number”.
Provide information
Include your full name, order number, place of purchase, the seller shown on the order or invoice, a detailed description of the issue, and when and under what circumstances it occurred. Attach photos and a short video. For an Amazon order, also provide the order number and the seller shown in the “Sold by / Verkauft von” field.
Wait for the initial review
Support will check the order, identify the responsible seller and review the description, photos and video. If necessary, we may request additional information or a photo of the rating label or serial number.
Follow the support instructions
Do not disassemble or repair the appliance yourself. Do not send it in until you have received the address, shipping label and packaging instructions.
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How your request is handled
Remote diagnosis
We first try to identify the cause remotely. If the issue can be resolved without returning the appliance, we will provide instructions or another convenient appropriate solution.
Replacement of an individual component
If the fault affects a lid, temperature probe, cooking pot or another accessory, only the relevant component may be replaced.
Diagnosis or repair
If the issue cannot be resolved remotely, the appliance or individual part will be sent to an authorised PLENHAUS service provider or appointed service partner.
Possible solutions
Depending on the outcome of the diagnosis, the following may be offered:
• remedying the fault
• replacement of an individual part
• replacement of the appliance
• reduction of the purchase price
• a refund where provided for by applicable law
Repair and replacement are carried out free of charge, within a reasonable time and without significant inconvenience to the buyer.
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Sending the product
Do not send the appliance back before receiving instructions from support. If the appliance or an individual part must be sent for diagnosis, repair or replacement, support will provide:
• preparation and packaging instructions
• the service address
• a case number
• a shipping label or another agreed shipping method
If the request falls within the seller’s statutory liability for a product defect, the responsible seller bears the necessary costs of transport, diagnosis, materials, repair and return delivery. For orders placed on plenhaus.com, these costs are borne by VEKTOR Technologie, s.r.o.
Before sending the product:
• clean the appliance
• dry all parts completely
• remove all food and liquid residue
• pack the appliance securely
• send only the components requested by support
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Original packaging
We recommend keeping the original packaging because it offers the best protection during transport. However, not having the original packaging does not, by itself, limit the buyer’s statutory rights. If the original box is no longer available, the product must be packed securely in another way to prevent transport damage.
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Service times
We aim to resolve requests as quickly as possible. Indicative times:
• first response from support within 1 business day
• initial review within 1–3 business days after receiving the necessary information
• repair or replacement usually within 14 business days after the service provider receives the appliance
Timings may depend on the nature of the fault, parts availability, the responsible seller and transit time. If more time is required, we will inform the customer and provide updates on the progress of the request.
Purchases through Amazon and official partners
For Amazon orders and purchases from official partners, the statutory claim is handled by the seller shown on the order or invoice. A request may be started through info@plenhaus.com: support will review the documents and help determine the next steps.
For Amazon orders, provide the order number and the details shown under “Verkauft von / Sold by”. For a partner purchase, proof of purchase is required.
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Service area
Service is available for products purchased through official PLENHAUS sales channels and delivered to customers in European Union member states.
Service for products purchased or located outside the official sales territory is assessed individually.
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Central support contact
Regardless of where you purchased the product
Start your request by emailing info@plenhaus.com. For faster handling, always include the order number and the seller shown on the invoice or order confirmation.
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Legal information
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
Your statutory rights remain unaffected
This page describes how buyers can exercise their statutory rights where a product is defective. It does not create a separate voluntary commercial guarantee and does not limit any rights granted to the buyer under applicable law.