Refund policy
1. Summary
Consumers have the statutory right to withdraw from a purchase within fourteen days of receiving the goods, as set out in section 2. We do not operate a separate goodwill return or exchange scheme; the statutory right is the only basis for returning goods that are not defective.
The right of withdrawal does not apply to Home PC, Banister Bed or Star Trestles where they are made to your individual choices, for example dimensions, configuration, material or finish (section 3).
After withdrawal you bear the direct cost of returning the goods. You are liable for any loss in value caused by handling beyond what is needed to inspect the goods (section 4). If goods are defective, your statutory rights apply in full and we bear the cost of the return (section 5).
Nothing in this policy limits a right that the law grants to consumers and that cannot be waived. The right of withdrawal applies to consumers only, not to business customers.
2. Withdrawal instruction
Right of withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason.
The withdrawal period will expire after fourteen days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered several goods in one order and they are delivered separately, the period will expire after fourteen days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
To exercise the right of withdrawal, you must inform us (Felix Taylor, Platten Haus, Ohlauer Straße 18, 10999 Berlin, Germany, info@platten.haus, +49 1577 3667956) of your decision to withdraw from this contract by an unequivocal statement (for example a letter sent by post or an email). You may use the model withdrawal form below, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us at Felix Taylor, Platten Haus, Ohlauer Straße 18, 10999 Berlin, Germany, without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired.
You will have to bear the direct cost of returning the goods. For goods that cannot normally be returned by post, the direct cost of return is estimated at a maximum of approximately 150 € within Germany and 300 € from other EU countries.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
3. Exclusions
Under § 312g Abs. 2 BGB the right of withdrawal does not apply to contracts for the supply of:
- goods that are not prefabricated and are made on the basis of an individual choice or decision by the consumer, or which are clearly personalised (Nr. 1);
- sealed goods that are not suitable for return for reasons of health protection or hygiene, once the seal has been removed after delivery (Nr. 3);
- goods that, after delivery, have by their nature been inseparably mixed with other items (Nr. 4);
- sealed audio or video recordings or sealed computer software, once the seal has been removed after delivery (Nr. 6).
Home PC, Banister Bed and Star Trestles are made to order. Production starts only after your order and payment. Where you choose dimensions, a configuration, a material or a finish, the product is made on the basis of your individual choices and is not prefabricated, and the exclusion in Nr. 1 applies. Where this applies to your order, we state it in writing before you order. Where a made-to-order product is ordered without any individual choice, the right of withdrawal applies.
4. How to return goods after withdrawal
Tell us that you are withdrawing, by email or post, within the fourteen-day period. You do not need our authorisation to return the goods. Return them to Felix Taylor, Platten Haus, Ohlauer Straße 18, 10999 Berlin, Germany, within fourteen days of your notice.
We ask you to use the original packaging where you still have it, to pack the goods so that they are protected in transit, and to use an insured and traceable service. This is a request that protects your refund if the goods are damaged or lost on the way back; it is not a condition of the return.
Please do not send returns unpaid, collect or cash on delivery. Where such a consignment is accepted, the carrier's charge to us is part of the direct cost of return that you bear and may be deducted from the refund.
On receipt we check the goods. We refund within fourteen days of your withdrawal notice, using the means of payment you used, and may withhold the refund until we have received the goods or your proof of having sent them, whichever is earlier. Where the goods have been used, assembled, installed, modified or damaged beyond what is necessary to inspect them as you would in a shop, we deduct the resulting loss in value from the refund and tell you how it was assessed. Shipping costs paid for the original delivery are refunded as stated in the withdrawal instruction; any supplementary cost of a delivery type other than our least expensive standard delivery is not.
5. Defective goods
If goods are defective or do not correspond to the product description, your statutory rights apply in full, including the right to repair or replacement and, under the statutory conditions, to a price reduction or to terminate the contract. The statutory limitation period for consumers is two years from delivery. Please contact us at info@platten.haus, where possible with photographs, so that we can assess the defect and agree the remedy and the return method with you. Where goods are returned to us because of a justified defect claim, we bear the cost of the return.
If a consignment arrives with visible transport damage, we ask you to note the damage with the carrier on delivery and to inform us within a few days with photographs of the packaging and the goods. This helps us to pursue the claim against the carrier. It is a request only and does not limit your statutory rights.
Variation in grain, colour, tone and texture within the product description, an agreed sample or a stated tolerance is part of the product and is not a defect. Damage caused after delivery by wear, misuse, incorrect installation, modification or an unsuitable environment is not a defect that existed at delivery and is assessed on the evidence.
6. Model withdrawal form
If you wish to withdraw from the contract, you may complete this form and return it to us.
To: Felix Taylor, Platten Haus, Ohlauer Straße 18, 10999 Berlin, Germany, info@platten.haus
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.