General Terms & Conditions

1. Scope

The following general terms and conditions are exclusively applicable to orders placed by private customers via our online mail-order service (hereinafter jointly referred to as “online shop”), comprising all types of remote orders placed through the online shop by way of email, fax or telephone.

2. Contracting Party, Customer Service

Purchase agreements are concluded with PLATINUM GmbH & Co. KG. Detailed information about us can be found in the legal notice. For any questions or complaints, please contact our customer service team by telephone Monday through Friday between 8 am and 8 pm, using the free service number 0800.3 64 36 63 within Germany and Austria, or at +49 67 21. 3 05 93 – 0 from abroad, subject to your telephone provider’s international calling charges.

3. Conclusion of an Agreement

Our website solely represents a sales prospectus. The display of the products on the website serves as an invitation for you to submit binding offers (orders). In the case of electronic orders, you submit your offer by clicking on the “Zahlungspflichtig bestellen” (place order with obligation to pay) button, which then places the order for all of the goods that are stored in your cart. Immediately following your order placement, you will receive an overview of your order via email. This order overview does not constitute a binding acceptance of the order. The purchase agreement comes into force with the payment methods "cash in advance" and "direct debit" only with sending of a correspondingly marked order confirmation. This is done regularly by sending an appropriate e-mail within 5 days. In case of a payment method of PayPal Plus (PayPal / Credit Card), the contract is already concluded with your payment instruction to PayPal.

4. Delivery Costs

We offer free home delivery. You will not have to pay any additional delivery costs! An exception applies for orders of a single can of Snacks, up to five single packages from PLATINUM MENU or on to 2 single packages of PLATINUM MENU and a can of Snacks. In this case, a delivery charge of €4 applies for deliveries to Germany and €6 for deliveries to Belgium, the Netherlands and Austria.

5. Payment

Payment can be made by prepayment, direct debit or PayPa Plus (PayPal, direct debit, credit card, invoice).

  • Prepayment
    When selecting the prepayment method, we will provide you with our bank details included in the order confirmation, and we will deliver the goods once we have received payment. Please state your customer and order number as the reason for payment (‘Verwendungszweck’) when setting up the wire instructions.
  • Payment by SEPA direct debit (collected by PLATINUM GmbH & Co. KG)
    The purchase price is debited from your account 7 days after the invoice date. In exceptional cases, the direct debit may collect before the goods are received due to delays in delivery. We use the SEPA basis for direct debit mandates. Our creditor ID: DE62ZZZ00000226997. You will be charged EUR 6 for direct debits that cannot collect due to insufficient funds or incorrect details being provided. We reserve the right to restrict the “direct debit” payment method for bad credit ratings.
  • PayPal
    You can pay the invoice amount via the online payment provider, PayPal. You must first register with PayPal, have your access data verified and confirm the transfer of the payment to us (exception: guest access). More detailed instructions are available when placing an order.
  • Payment by direct debit (PayPal PLUS)
    When paying by direct debit using our partner PayPal, you will be securely redirected to PayPal’s external payment provider website during the order process. You are only required to enter your bank details there. A PayPal account is NOT required for this and you are not required to open one. The amount is taken from your account by PayPal. You can find more information on using this payment method without a PayPal account on the following page: (Conditions for payments WITHOUT a PayPal account).
  • Payment by credit card (PayPal PLUS)
    When paying by credit card (Visa, MasterCard or American Express), you will be securely redirected to Paypal’s external payment provider website during the order process. You can just enter your credit card details there. A PayPal account is NOT required for this and you are not required to open one. Card payment is processed by PayPal. You can find more information on using this payment method without a PayPal account on the following page: (Conditions for payments WITHOUT a PayPal account).
  • Payment on account (PayPal PLUS)
    When paying on account, you will be securely redirected to PayPal’s external payment provider website during the order process. A PayPal account is NOT required for this and you are not required to open one. The payment provider then carries out a risk assessment in real time. Credit checks may be obtained from various different credit agencies. If the results of the credit checks are not positive, this is communicated to you during the order process. PLATINUM GmbH & Co. KG has no influence over this decision. You will of course be able to select another payment method to complete the order process. When choosing the payment method “Payment on account”, we include PayPal bank details on our invoices, as well as other information that is required for payment. Please note that payments that have the effect of discharging the debt can only be made directly to PayPal S.à.r.l et Cie, S.C.A. Payment is due within 30 days of the order date. If you have transferred the invoice amount to our bank account in error, please contact us on our free customer service number 0800 364 36 63, or by email at This email address is being protected from spambots. You need JavaScript enabled to view it. so that we can transfer the money back to you. Please then make a bank transfer into PayPal’s account. You can find account information in PayPal emails in respect of the order, and on your invoice. Please contact PayPal customer service to stop any debt collection procedures.

6. Customer Pick ups

Orders placed through the online shop (comprising all type of remote orders placed through the online shop by way of email, fax or telephone) can be sent by shipment only. Unfortunately it is not possible for customers to collect the goods in person.

For local customers, we offer factory outlet hours Monday through Friday, from 8 am to 6 pm, where you can buy the goods directly on site.

7. Reservation of Title

Goods shall remain our property until full payment has been made.

8. Damaged Shipments

If goods are delivered with obvious shipment damages, please immediately submit a corresponding complaint with the shipping company and contact us without delay. Failing to file a complaint or to contact us shall have no effect on your legal rights and their enforcement, in particular your warranty rights. With your effort you will help us to assert our own claims against the shipping company or shipment insurance company.

9. Information on Right of Withdrawal

Below you will find information on the requirements and consequences of your statutory right to cancel your order.

Right of Withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 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 (PLATINUM GmbH & Co. KG, Am Ockenheimer Graben 23, 55411 Bingen, Telefon 0800 364 36 63, Fax +49 (0) 67 21 30 59 3-29, This email address is being protected from spambots. You need JavaScript enabled to view it.) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model withdrawal form, 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 14 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, without undue delay and in any event not later than 14 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 14 days has expired. You will have to bear the direct cost of returning the goods. 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.

End of the Information on Right of Withdrawal

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

To PLATINUM GmbH & Co. KG, Am Ockenheimer Graben 23, 55411 Bingen, Telefon 0800 364 36 63, Fax +49 (0) 67 21 30 59 3-29, This email address is being protected from spambots. You need JavaScript enabled to view it.:
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.

End of suggested withdrawal form

Please use our free pick-up service for returning the item. Simply contact our employees via the contact details provided and arrange a time for the item to be picked up by our logistics partner, DHL.

Please help us to avoid unnecessary surcharges and ensure sufficient postage. We reserve the right to deduct any such surcharge from the refund amount.

10. Cost Bearing Agreement in the Event of Withdrawal and Return Guarantee

(1) We reserve the right to impose upon you the responsibility to pay the costs of the return shipment, in accordance with the proper execution of the statutory right of withdrawal set forth in the information above, as follows: you shall be obligated to bear the regular costs of the return shipment if the goods have been delivered to you as ordered.

(2) As part of the 100 day money-back guarantee, return shipment is free of charge until the expiry of 100 calendar days from the date of invoice, insofar as the return is carried out by our logistics partner DHL as described in the guarantee. This return option exists in addition to the statutory right of withdrawal, which is not limited thereby. Simply contact our customer service via the contact details provided and arrange a pick-up time.

11. Implied Warranty

All our goods in the store are subject to statutory warranty regulations.

12. Codes of Conduct

We abide by the Trusted Shops Code of Conduct. A list of the quality standards can be found under http://www.trustedshops.co.uk/seal-of-approval/quality-criteria.html.

13. Saving of the Contract Content

We save the content (text) of the contract and will send you the order details and our terms and conditions by email. You can also review the terms and conditions on this website at any time. For security reasons, your previous orders can no longer be accessed online.

14. Contractual Language

The contract is concluded in both German and English. However, in interpreting the aforementioned terms and conditions, the German version will take precedence.

15. Online Dispute Resolution (ODR platform)

The EU Comission has created an internet platform for online settlement of disputes concerning contractual obligations arising form online contracts. The customer can access the ODR platform through the following link: https://ec.europa.eu/consumers/odr/
We are not obliged to participate in a dispute resolution procedure before a dispute resolution entity for consumers and have therefore decided against voluntary participation.

PLATINUM GmbH & Co. KG
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