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Complaints Procedure

Complaints Regulations of trading company Canna b2b, s.r.o., with the registered office at Žižkova 708, Příbram II, 261 01, Czech Republic, ID No.: 02023024, VAT No.: CZ02023024, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Insert 214621 (hereinafter referred to as the “Seller”), for the purchase of Goods by natural persons or legal entities - entrepreneurs (hereinafter referred to as the “Buyer” or “Buyers”), through the on-line store at the Internet address www.canaturawholesale.com

(hereinafter referred to as the “Complaints Procedure”)


I. General Provisions

1. Complaints Procedure. This Complaints Procedure is an integral part of the Seller's General Terms and Conditions (hereinafter referred to as the “Terms and Conditions”) and describes the rules to be followed when making complaints about goods purchased from the Seller (hereinafter referred to as “Goods”).

2. Buyer's obligation to become acquainted with Complaints Procedure and Terms and Conditions. The Buyer is obliged to get acquainted with the Complaints Procedure and Terms and Conditions before ordering Goods.

3. Buyer's consent. By concluding the contract and accepting the Goods from the Seller, the Buyer agrees with this Complaints Procedure.

4.Definitions. Definitions of terms contained in the Complaints Procedure take precedence over definitions in the Terms and Conditions. If this Complaints Procedure does not define a term, the term has the meaning as defined in the Terms and Conditions. If it is not defined there either, it has the meaning in which it is commonly used in valid and effective generally binding legal regulations.

5. Applicable regulations. The handling of complaints is subject to the provisions of Act No. 89/2012 Sb., the Civil Code, as amended.


II. Complaint Rules

1. How to make a complaint. The Buyer may file a complaint as follows:

a) in person at any business premises of the Seller during the business hours of the relevant premises,

b) in writing by sending the complaint to the following address of the Seller's premises: Canatura Wholesale, Pražská 145, Příbram II, 261 01, Česká republika.

2. Other contacts for complaint purposes. The Seller can also be contacted for the purposes of a complaint on the telephone number +420 774 426 915 or at email contact@canaturawholesale.com.

3. Submission of complaint by Buyer.  The Buyer will hand over / send the claimed item to the Seller, including all its components and a duly completed Complaint Report, the sample form of which can be downloaded from here. The Buyer shall attach the relevant invoice to the Complaint Report or prove in another credible manner that the claimed Goods were purchased by the Buyer from the Seller. If the Buyer does not attach the Complaint Report to the claimed Goods or does not complete the Complaint Report properly, the Seller may reject the complaint without further action.

4. Completeness of claimed Goods on submission. The Goods handed over / sent by the Buyer to the Seller for the complaint handling must be complete. If the claimed Goods received from the Buyer are incomplete and the completeness of the Goods is necessary for determining the existence of the claimed defect and / or removing it, the time limit for processing the complaint will start only after the delivery of the missing parts.

5. Hygiene requirements on submission. When making a complaint, the Buyer is obliged to hand over / send the claimed Goods clean, in accordance with hygiene regulations and general hygiene standards. If the Goods handed over / sent do not meet hygiene regulations and general hygiene standards, the Seller may reject the complaint.

6. Sending Goods by post or via carrier services. Claimed Goods sent by the Buyer to the Seller or to a service centre by post or via shipping or carrier services must be packed in a suitable and sufficiently protective packaging material which satisfies the transport requirements so that the Goods are not damaged during carriage and delivery. If fragile Goods are sent, the package must be marked with appropriate symbols.

7. Buyer's cooperation. The Buyer shall provide the Seller with all assistance necessary to verify the existence of the claimed defect and to remove it (including the product testing or dismantling).

8. Immediate notification of defect. The Buyer is obliged to notify the Seller of a defect in the Goods immediately after the defect has been identified. Failure to do so may result in the Seller rejecting the claim.

9. Ordinary wear and tear. Ordinary wear and tear of Goods is not considered to be a defect.

10. Defects caused by Buyer. The Buyer is not entitled to any remedy in connection with faulty performance if the defect was caused by the Buyer.

11. Sale of second-hand and defective products. If a product has been sold as second-hand, it is not possible to claim its defects that correspond to the degree of the product use or wear and tear at the time when the product was accepted by the Buyer. In the case of a product that was sold at a lower price because (although new) it had a defect at the time of its sale, it is not possible to claim the defect due to which the product purchase price was reduced. The Seller is obliged to advise the Buyer that a product has a defect and what defect it is unless the defect is obvious from the nature of the sale.

12. Data and information stored on claimed products. The Seller shall not be liable for the Buyer's data and information stored on the hard disk, in the memory or on other data carriers that are part of the Goods taken over for the complaint, nor for any loss of such data and information.

13. Product repair by authorised service centre. The Buyer may also exercise the right to the product repair at an authorised service centre. The Buyer may deliver the product to the service centre in person or by post or via other carrier services. The list of authorized service centres is part of the warranty certificate, or the Buyer can get it from the Seller upon request.


III. Warranty Period

1. Time limits for exercising rights. The Buyer is entitled to exercise their rights arisen from defective performance within the period specified by generally binding legal regulations unless a longer period is agreed between the Seller and the Buyer.

2. Liability for defects and quality guarantee. Liability for defects and the quality guarantee for entrepreneurs are further governed by Article VII of the General Terms and Conditions, which are available here.


IV. Processing of Complaints

1. Complaint processing period.  The Seller or an employee authorised by the Seller shall examine and settle the claim immediately, however, in complex cases within 30 (in words: thirty) working days. This period does not include a reasonable time needed for expert assessment of the defect, depending on the claimed product or service type.

2. Ways of claim settlement. Claims are settled in the following way:

  • if the defect can be removed, the Buyer will be entitled to the defect removal free of charge;
  • if the defect cannot be repaired or remedied, the Buyer will be entitled to the delivery of a new product without defects.

It is the right of the Seller to decide in which way the claim will be settled.


The Complaints Procedure comes into force and effect on May 21, 2020.

The Seller reserves the right to make changes in the Complaints Procedure.


The Complaint Report form can be downloaded from here: Download PDF