Returns and Refunds Policy
We take great care in the selection, preparation, and inspection of every piece before it leaves us, and we want you to be completely satisfied with your purchase. This policy explains your statutory rights as a consumer, how returns are handled, and the conditions that apply. It is written to comply with EU and Austrian distance selling law. Nothing in this policy limits the mandatory rights you hold as a consumer.
Your statutory right of withdrawal
As a consumer, you have the right to withdraw from your purchase within fourteen days without giving a reason. The fourteen day period begins on the day you, or a third party named by you, take physical possession of the goods. Where an order is delivered in several parts, the period begins on the day the final part is received. To exercise your right of withdrawal, you must inform us of your decision by a clear statement sent by email to info@plutusluxury.com before the fourteen day period ends. You may use the model withdrawal form, but it is not obligatory. The withdrawal is effective if sent before the deadline expires.
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.
After notifying us of your withdrawal, return the goods without undue delay and in any event within fourteen days of that notification. The deadline is met if you dispatch or deliver the goods before the fourteen day period expires.
The goods must be returned complete, in their original and undamaged packaging, including all protective materials, fittings, bases, stands, and any accessories supplied. The original packaging of these pieces is designed to protect them in transit, and its absence or damage will affect the condition of the returned goods.
You bear the direct cost of returning the goods.
If you are in Vienna, bring the piece to the showroom. If you are outside Vienna, you arrange and pay for the return. For pieces that travel by ordinary parcel post this typically costs between €10 and €30. 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, contact us before arranging anything. We can usually arrange collection through our own carrier, which protects the piece in transit and is often cheaper. Where we do this, the actual cost is deducted from your refund and we confirm the amount with you before booking.
We recommend a tracked and insured service. The goods remain your responsibility until they reach us.
Inspection and diminished value
You are entitled to examine the goods in the manner you would be permitted to in a showroom, that is, to establish their nature, characteristics, and proper functioning. You are not entitled to use the goods beyond this. If the value of the goods is reduced because you have handled or used them in a way that goes beyond what is necessary to establish their nature, characteristics, and functioning, we are entitled by law to reduce the refund accordingly, up to the full purchase price where the loss in value is total. For our pieces, examples of handling that exceed inspection and reduce value include, without limitation, full assembly and erection of a tree, decoration or dressing of a piece, fluffing, 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 such diminished value arises, we will document the condition of the goods on receipt and deduct a corresponding amount from your refund.
Refunds
Once we have received the returned goods and assessed their condition, we will refund the amount due within fourteen days, using the same means of payment you used for the original transaction, unless we have expressly agreed otherwise with you. We may withhold the refund until we have received the goods back, or until you have supplied evidence of having dispatched them, whichever is the earlier. Where you withdraw from an entire order, we refund the price of the goods together with the standard delivery cost you paid for that order. We are not obliged to refund any supplementary delivery cost arising from your choice of a delivery type more expensive than the standard option we offer. Any deduction for diminished value, as set out above, is applied to the refund.
Preorders
Some pieces are offered for preorder ahead of their arrival into stock. A preorder is a reservation, and payment is taken in full at the time of order to secure your piece. Your reservation is confirmed once stock is allocated, and we will contact you to confirm availability and the expected delivery timing. If a piece you have reserved cannot be supplied, we will inform you and refund that piece in full. For preorder purchases, your statutory right of withdrawal does not begin until you have taken physical possession of the goods after delivery, and it then applies in exactly the same way, and subject to the same conditions, as set out in this policy. Payment in advance for a preorder does not extend, shorten, or otherwise alter the fourteen day period, which always runs from delivery.
Exceptions to the right of withdrawal
In accordance with Austrian and EU law, the right of withdrawal does not apply to certain goods, including goods made to your specification or clearly personalised, such as custom logo ornaments, bespoke compositions, and commissioned pieces, and goods which, after delivery, are by their nature inseparably mixed with other items. Bespoke installations, commissioned projects, and rental arrangements are not online shop purchases. They are governed by the separate individual written agreement for that project, and this returns policy does not apply to them.
Business customers
The statutory right of withdrawal described in this policy is a consumer right. Where you purchase in the course of your business, trade, or profession, the consumer right of withdrawal does not apply, and returns are accepted only by separate agreement with us. Corporate, hotel, and trade orders, and any order placed under an individual written agreement, are governed by the terms of that agreement.
Faulty or damaged goods
Your statutory warranty rights under Austrian law are unaffected by this policy and apply in full. If a product reaches you damaged or faulty, please contact us promptly, with photographs where possible, and we will arrange a repair, a replacement, or a refund in accordance with your statutory rights. Where goods are faulty, we bear the cost of return.
How to contact us
For any return, withdrawal, or question about this policy, please contact us at info@plutusluxury.com. We respond to all enquiries promptly and we deal with every case reasonably and in good faith.