Right of Withdrawal
Your right to withdraw
If you are a consumer you have the right to withdraw from your purchase within fourteen days without giving any reason. The fourteen day period begins on the day you, or a third party named by you who is not the carrier, take physical possession of the goods. Where an order is delivered in several parts, the period begins on the day you receive the final part.
How to tell us
To exercise your right of withdrawal, inform us by a clear statement of your decision before the fourteen day period ends: Synanidis Exclusive e.U., Plutus Luxury Sebastianplatz 6/5/19, 1030 Vienna, Austria info@plutusluxury.com | +43 676 6011977 You may use our model withdrawal form, but you are not obliged to. Any clear statement is sufficient. It is enough that you send your communication before the deadline expires. The withdrawal is effective from the moment you send it.
Returning the goods
All returns come to our showroom. Plutus Luxury Showroom, Weihburggasse 21, 1010 Vienna, Austria Monday to Saturday, 10:00 to 18:00 Closed on Sundays and public holidays Please contact us before bringing or sending a return, so we can receive it properly and confirm the date in writing.
Return the goods without undue delay and in any event within fourteen days of telling us you are withdrawing. The deadline is met if you dispatch or deliver the goods before those fourteen days expire. You bear the direct cost of returning the goods.
- If you are in Vienna, simply bring the piece to the showroom. There is no cost to you beyond your own transport.
- If you are outside Vienna, you arrange and pay for the return to the showroom address above. For pieces that can travel by ordinary parcel post, such as ornaments, figurines, and lighting, this typically costs between €10 and €30 depending on origin. For larger pieces, including trees and statement items, the cost is approximately equal to the delivery cost shown on your order confirmation. For larger pieces we recommend you contact us before arranging anything. These items need proper handling in transit, and we can usually arrange collection through our own carrier at a better rate than
you will find. Where we do this, the actual cost is deducted from your refund and we tell you the amount before we book it. We recommend a tracked and insured service. The goods remain your responsibility until they reach us.
Condition of the goods
Please return the goods complete, in their original and undamaged packaging, including all protective materials, fittings, bases, stands, and any accessories supplied. The original packaging is engineered to protect these pieces in transit, and its absence or damage affects the condition of what reaches us. You may examine the goods as you would in a showroom, that is, to establish their nature, characteristics, and proper functioning. You are not entitled to use them beyond this. If the value of the goods is reduced because you handled them in a way that goes beyond establishing their nature, characteristics, and functioning, we are entitled by law to reduce your refund accordingly, up to the full purchase price where the loss in value is total. Handling that exceeds inspection and reduces value includes, without limitation: full assembly and erection of a tree, decoration or dressing of a piece, shaping or arrangement of branches beyond brief inspection, use at an event, exposure to scent, smoke, or soiling, and return without the original packaging or in damaged packaging. Where diminished value arises, we document the condition of the goods on receipt and deduct a corresponding amount from your refund.
Your refund
If you withdraw, we reimburse all payments received from you, including the standard delivery cost you paid, without undue delay and in any event within fourteen days of being informed of your decision. We are not obliged to reimburse any supplementary cost arising from your choice of a delivery type more expensive than the standard option we offer. We refund using the same means of payment you used for the original transaction, unless we have expressly agreed otherwise with you. You incur no fee for the refund. We may withhold the refund until we have received the goods back, or until you have supplied evidence of having sent them, whichever is the earlier. Any deduction for diminished value, and any return collection cost we have arranged on your behalf, is applied to the refund.
When the right does not apply
In accordance with Austrian and EU law, the right of withdrawal does not apply to:
• goods made to your specification or clearly personalised, including custom logo ornaments, bespoke compositions, and commissioned pieces
• goods which, after delivery and by their nature, become inseparably mixed with other items • services which have been fully performed, where performance began with your express prior consent and with your acknowledgment that you lose the right of withdrawal on full performance Bespoke installations, commissioned projects, and rental arrangements are not online shop purchases. They are governed by the separate individual written agreement for that project.
Business customers
The right of withdrawal is a consumer right. If you purchase in the course of your business, trade, or profession, it does not apply, and returns are accepted only by separate agreement with us. Corporate, hotel, and trade orders are governed by the terms of the agreement for that order.
Faulty or damaged goods
Your statutory warranty rights under Austrian law are unaffected and apply in full. If a piece reaches you damaged or faulty, contact us promptly with photographs where possible. Where goods are faulty, we bear the cost of return.