Complaints Procedure

Complaints Procedure

Complaints Procedure of Canna b2b, s.r.o., with its registered office at Žižkova 708, Příbram II, 261 01, Czech Republic, Company ID No.: 02023024, Tax ID No.: 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 an online store located at the internet address www.cannabizoo.com by natural persons – consumers (hereinafter referred to as the ‘Buyer’) (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 for Consumers (hereinafter referred to as the ‘GTC’) and describes the procedure for making complaints about goods or services purchased from the Seller.
2. The Buyer's obligation to familiarise themselves. The Buyer is obliged to familiarise themselves with the Complaints Procedure and the GTC before ordering goods or services.
3. The Buyer's consent. By concluding the contract and taking delivery of the goods or accepting the services from the Seller, the Buyer agrees to this Complaints Procedure.
4. Definitions. The definitions of terms contained in these Complaints Procedure Rules take precedence over the definitions in the SOP. If a term is not defined in these Complaints Procedure Rules, it shall be understood in the meaning given to it in the SOP. If it is not defined there either, it shall be understood in the meaning given to it by the applicable 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, and Act No. 634/1992 Coll., on consumer protection, both 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. person at any of the Seller's premises during the opening hours of the relevant premises
   2. In writing to the address of the Seller's premises: Canna b2b, s.r.o., Pražská 145, Příbram II, 261 01, Czech Republic.
2. Contact for complaints. For complaints, the Seller can also be contacted by telephone at +420 774 243 752 or by email at contact@cannabizoo.com.
3. Submission of complaints by the Buyer. The Buyer shall hand over/send the Seller the item subject to complaint, including all its parts and a duly completed complaint form, a sample of which can be downloaded here. The Buyer may also submit a complaint via the Retino platform's online complaint form or in another manner as instructed by the Seller. When using the Retino platform, it is not necessary to attach a printed complaint form if all the information relating to the complaint has been duly completed online. The Buyer shall attach the relevant invoice to the complaint or prove in another credible manner that they purchased the goods subject to complaint from the Seller. If the Buyer does not attach the complaint form to the goods subject to complaint or does not complete it properly (in printed or electronic form via the Retino platform), the Seller may reject the complaint.
4. Completeness upon handover. The Buyer is obliged to hand over the goods for the complaint procedure in a complete state. If the Buyer does not deliver the goods in a complete state and their completeness is necessary to determine the existence of the claimed defect and/or to remove it, the period for handling the complaint shall not commence until the missing parts have been delivered.
5. Hygiene upon delivery. When making a complaint, the Buyer is obliged to deliver 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 delivered in accordance with hygiene regulations and general hygiene principles.
6. Shipment by transport service. If the Buyer sends the goods to the Seller or service centre by transport service, they are obliged to pack the goods subject to complaint in suitable and sufficiently protective packaging material that meets the requirements of transport so that they are not damaged during transport. Fragile goods must be marked with the appropriate symbols. The Buyer is entitled to reimbursement of reasonable costs incurred in making the complaint.
7. Cooperation of the Buyer. The Buyer is obliged to provide the Seller with all cooperation necessary to verify the existence of the claimed defect and to remedy it (including testing or dismantling the product).
8. Immediate notification of defects. Defects must be reported to the Seller immediately after they are discovered. Failure to do so may result in the complaint being rejected.
9. Normal wear and tear. Normal wear and tear is not considered a defect in the goods.
10. Defect caused by the Buyer. The Buyer is not entitled to rights arising from defective performance if the Buyer caused the defect themselves.
11. Sale of used and defective items. In the case of an item that has already been sold as used, defects corresponding to the degree of use or wear and tear that the item had when it was taken over by the Buyer cannot be claimed. In the case of items that are sold at a lower price because (although new) they already have a defect at the time of sale, defects for which the purchase price has been reduced cannot be claimed. The Seller is obliged to notify the Buyer that the item has a defect and what the defect is, unless this is already apparent from the nature of the sale.
12. Transfer of risk of damage to the item. If a defect arises after the transfer of risk of damage to the item as a result of an external event beyond the Seller's control, the Seller is not liable for such a defect.
13. Data and information on the subject of the complaint. Upon acceptance of the goods for the complaint procedure, the Seller shall not be liable for the Buyer's data and information stored on hard disks, memory devices or other information carriers that are part of the goods accepted for complaint, nor for any loss of such data and information.
14. Repair of the product by an authorised service centre. The right to have the product repaired may also be exercised at the relevant authorised service centre. The Buyer may deliver the goods in person or by a transport service. A list of authorised service centres is provided in the warranty certificate or may be provided by the Seller to the Buyer upon request.
15. Confirmation of receipt of the complaint. The Seller shall confirm receipt of the complaint to the Buyer.

 III. Warranty period

1. Deadlines for claiming. The Buyer is entitled to claim their rights arising from defects within the period specified by general legal regulations, unless a longer period has been agreed with the Seller.
2. Liability for defects and quality guarantee. Liability for defects and quality guarantee are further regulated for consumers by Article VII of the SOP, which the Buyer can read here.

IV. Handling of complaints

1. Deadline for handling. The seller or an employee authorised by the seller shall decide on the complaint immediately, or in complex cases within 3 (in words: three) working days. This period does not include the time required for expert assessment of the defect, depending on the type of product or service. The Seller shall settle the complaint within 30 (in words: thirty) days of the date of the complaint, unless a longer period is agreed with the Buyer. If the Buyer does not take over the item within a reasonable period of time after the Seller has notified them of the possibility of taking over the item after repair, but no later than within 30 (in words: thirty) days, the Seller shall be entitled to payment for storage in the amount of CZK 100 (in words: one hundred Czech korunas).
2. Methods of handling complaints. Complaints can be handled in the following ways:
   1. If the item is defective, the Buyer may request its removal. At their discretion, they may request the delivery of a new item without defects or the repair of the item, unless the chosen method of defect removal is impossible or disproportionately costly compared to the other method; this shall be assessed in particular with regard to the significance of the defect, the value that the item would have without the defect, and whether the defect can be removed by the other method without significant inconvenience to the Buyer.
   2. The Seller may refuse to remedy the defect if this is impossible or disproportionately costly, in particular with regard to the significance of the defect and the value that the item would have without the defect.
   3. The Buyer may demand a reasonable discount or withdraw from the contract if
      1. the Seller has refused to remove the defect or has not removed it in accordance with Section 2170(1) and (2) of Act No. 89/2012 Coll., the Civil Code, as amended,
      2. the defect recurs,
      3. the defect constitutes a material breach of contract, or
      4. it is clear from the Seller's statement or from the circumstances that the defect will not be remedied within a reasonable time or without significant inconvenience to the Buyer.
   4. A reasonable discount shall be determined as the difference between the value of the item without the defect and the defective item received by the Buyer.
   5. The Buyer may not withdraw from the contract if the defect in the item is insignificant; otherwise, the defect shall be deemed significant.
   6. 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 that the item has been sent.
3. Confirmation of complaint handling. After the complaint procedure has been completed, the Seller shall confirm to the Buyer in a copy of the Complaint Report the date and manner of handling the complaint, or confirm the repair and its duration. If the complaint has been assessed by the Seller as unjustified, the Buyer has the right to receive a written explanation of the rejection of the complaint.

These Complaints Procedure Rules shall enter into force and effect on 14 March 2025.

The Complaints Procedure Rules are subject to change.