Complaints Procedure

B2B Return Policy

Complaint Procedure of Canna b2b, s.r.o., with its registered office at Žižkova 708, Příbram II, 261 01, Czech Republic, Company ID: 02023024, Tax ID: CZ02023024, registered in the Commercial Register maintained by the Municipal Court in Prague under file no. C 214621 (hereinafter referred to as the "Seller") for the sale of goods and provision of services through the online shop located at the www.canaturawholesale.com website  to natural or legal persons – entrepreneurs acting in the course of their business activities (hereinafter referred to as the "Buyer") (hereinafter referred to as the "Complaint Procedure")

 I. General Provisions

1. Return Policy. These Complaint Handling Procedure is an integral part of the General Terms and Conditions for Wholesale (hereinafter referred to as the "GTC") and describes the procedure to approach complaints about goods or services purchased from the Seller.
2. Buyer's obligation to familiarise. The buyer is obliged to familiarize himself with the Complaint Procedure and the GTC before ordering goods or services.
3. Buyer's consent. By concluding the contract with the Seller, the Buyer confirms that he/she has read the Complaint Procedure and agrees with its wording.
4. Definition. The definitions contained in these Complaint Procedure take precedence over the definitions in the GTC. If this Complaint Procedure does not define the term, it shall be understood in the sense in which it is defined in the GTC. If it is not defined there either, it is understood in the sense in which it is used by valid and effective generally binding legal regulations.
5. Applicable regulations. The handling of complaints is subject to the provisions of Act No. 89/2012, the Civil Code, as amended.

 II. Conditions for filing a complaint

1. Method of filing a complaint. The buyer is entitled to file a complaint as follows:
   
   1. In person at any of the Seller's premises during opening hours
   2. By sending it in writing to the address of the Seller's place of business: Canatura Velkoobchod, Pražská 145, Příbram II, 261 01, Czech Republic.

2. Contact for the purpose of complaints. The seller can also be contacted for the purpose of a complaint by phone at +420 774 426 915 or by email [email protected].
3. Handover of the claimed item to the Buyer. The Buyer will hand over / send the claimed item to the Seller, including all its components. The Buyer attaches an invoice or otherwise credibly proves that he purchased the goods from the Seller.
4. Completeness at handover. The buyer is obliged to hand over the goods to the complaint procedure complete. In the event that the Buyer does not deliver the goods complete and their completeness is necessary to ascertain the existence of the claimed defect and/or to remove it, the period for settling the complaint begins only with the delivery of all missing parts.
5. Hygiene during handover. When filing a complaint, the buyer is obliged to hand over the goods clean in accordance with hygiene regulations and general hygiene principles. The Seller is entitled to reject a complaint about the Goods if the Goods are not handed over in accordance with hygiene regulations and general hygiene principles.
6. Shipping by shipping service. In the event that the Buyer sends the goods to the Seller or to the service centre by means of a transport service, the Buyer is obliged to pack the claimed goods in suitable and sufficiently protective packaging material that meets the requirements of transport so that they are not damaged during transport. For fragile goods, the consignment must be marked with the appropriate symbols. The buyer has the right to reimbursement of the costs reasonably incurred for filing a complaint.
7. Buyer's cooperation. The Buyer is obliged to provide the Seller with all cooperation necessary to verify the existence of the claimed defect and to remove it (including testing or disassembling the product).
8. Notification of a defect. An obvious defect must be reported to the Seller without undue delay after receipt and inspection of the Goods. In the case of a hidden defect, the Buyer shall do so without undue delay after the defect becomes apparent. Otherwise, this fact may result in the complaint being rejected.
9. Normal wear and tear. Normal wear and tear of the goods is not considered a defect.
10. Defect caused by the Buyer. The Buyer is not entitled to the right from defective performance if the Buyer caused the defect himself.
11. Sale of used and defective items. In the case of an item that has already been sold as used, it is not possible to claim defects corresponding to the degree of use or wear and tear that the item had when it was taken over by the Buyer. In the case of items that are sold at a lower price because they have a defect (although new) already at the time of sale, it is not possible to claim those defects for which the purchase price was reduced. The Seller is obliged to notify the Buyer that the item has a defect and what the defect is, if it is not obvious from the nature of the sale.
12. Transfer of the risk of damage to things. If the defect occurred after the risk of damage to the thing passed as a result of an external event outside the Seller's control, the Seller is not liable for such a defect.
13. Repair of the product by an authorized service. The right to repair the product can also be exercised at the relevant authorized service center. The Buyer can deliver the goods in person or by transport service. A list of authorized service centers is provided in the warranty card, or the Seller will provide it to the Buyer upon request.
14. Confirmation of receipt of the complaint. The Seller will confirm receipt of the complaint to the Buyer.

III. Warranty period

1. Deadlines for application. The Buyer is entitled to exercise the right arising from defects within the period specified by the general legal regulation, unless a longer period is agreed with the Seller.
2. Liability for defects and quality guarantee. Liability for defects and quality guarantee is further regulated by Article VII of the GTC, which the Buyer can familiarize himself with here.

IV. Settlement of the complaint

1. Deadline for processing. The seller or an employee authorized by the seller will decide on the complaint immediately, in complex cases within 3 (in words: three) working days. This period does not include the time adequate to the type of product or service required for an expert assessment of the defect. The Seller will settle the complaint within 30 (in words: thirty) days from the date of filing the complaint, unless they agree on a longer period with the Buyer. If the Buyer does not take over the item within a reasonable period of time after the Seller has notified the Seller of the possibility of taking over the item after repair, but no later than within 30 days, the Seller is entitled to a storage fee of CZK 100 (in words: one hundred Czech crowns).
2. Methods of handling The complaint can be handled in the following ways:
   
   1. When filing a complaint, the Buyer shall inform the Seller whether he considers the defect to be substantial and, if so, shall determine the method of handling the complaint:
            a. removal of a defect by delivery of a new item without a defect or by delivery of a           
                missing item,
            b. removal of the defect by repairing the item,
            c. a reasonable discount on the purchase price, or
            d. withdrawal from the contract.
      

      If the Buyer withdraws from the contract, the Seller shall return the purchase price to the Buyer without undue delay after receiving the item or after the Buyer proves to the Buyer that the item has been sent.

   2. The seller may refuse to remove the defect if it is impossible or disproportionately expensive, especially with regard to the significance of the defect and the value that the item would have without the defect. In such a case, the Buyer has the right to a reasonable discount on the purchase price or withdrawal from the contract.
   3. If it is not a substantial defect, or if the Buyer does not specify the method of settlement of the claimed item at the latest when handing over the claimed item, the Seller shall determine the method of handling the complaint, namely:
      
      1. removal of a defect in the item, or
      2. a reasonable discount on the purchase price.
   4. A reasonable discount is determined as the difference between the value of the item without a defect and the defective item received by the Buyer.
3. Confirmation of complaint settlement. After the end of the complaint procedure, the Seller shall confirm to the Buyer in a copy of the Complaint Protocol the date and method of settlement of the complaint, or confirm the repair and its duration. In the event that the complaint was assessed by the Seller as unjustified, the Buyer has the right to issue a written justification for rejecting the complaint.

V. Complaints in case of non-delivery of the parcel by the delivery service

1. Notification of non-delivery of the Goods. In the event that the Goods ordered through the e-shop are not delivered by the delivery service within 5 (in words: five) business days from the delivery of the information about the delivery of the parcel to the carrier, the Buyer is obliged to inform the Seller thereof. If the conditions of the selected carrier allow it, the Buyer may also file a complaint directly against the carrier. Along with the information about the non-delivery of the parcel, the Buyer will send the Seller a signed affidavit of non-delivery of the parcel, which must contain the name and surname of the Buyer and the number of the undelivered parcel.
   

   Dále Kupující Prodávajícímu sdělí, zda požaduje:

               a. resending the order, or
               b. refund.
   

   In the event that the original shipment is delivered to the Buyer by the delivery service after the complaint has been filed, the Buyer is obliged to inform the Seller immediately. If the Seller has already sent a new order or refunded the money, the Buyer is obliged to return unjust enrichment in accordance with Section 2991 of the Civil Code.

   Failure to comply with the obligations in this point may result in the rejection of the complaint due to non-delivery of the goods.

2. Seller's Responsibility. The Seller is not liable for damage caused by non-delivery of the Goods if the non-delivery was caused by circumstances beyond the Seller's control, in particular by the actions of third parties or force majeure.

These Complaint Procedure come into force and effect on 25.7.2025.

Changes to the Complaints Procedure reserved.