1.1. The Complaints Procedure is an integral part of the General Terms and Conditions of the Seller Annabis s.r.o, Company identification No. CZ28627164, company with the registered office at Šlechtitelů 813/21, 779 00 Olomouc, Czech Republic, Europe, registered in the Companies Register kept by the Regional Court in Ostrava, Section C, Insert 44762 (hereinafter referred to as “the Seller”), and describes how to deal with a claim of the goods bought from the Seller.

1.2. The Buyer is obliged to acquaint himself with the Complaints Procedure and the General Business Terms and Conditions before ordering the goods. By concluding the purchase contract and accepting the goods from the seller, the buyer agrees with this Complaint Procedure.


2.1. As a proof of warranty/As warranty certificate, the Seller issues a purchase document (invoice or sales receipt – hereinafter referred to as the warranty certificate) with the goods purchased, with all the necessary data for warranty application (especially the name of the goods, price, quantity, together with the name and surname, name or business name of the Seller, ID number and registered office).


3.1. For the Buyer, the warranty period is 24 months, unless stated longer. The warranty exceeding 24 months and its conditions are mentioned on the warranty certificate.

3.2. If the period of use is marked on the product, its packaging or in the instructions following special legal regulations, the warranty period expires at the end of this period. For the products, the date of minimum durability is indicated by the words “Best before…”.

3.3. The warranty period begins with the acceptance of the delivered goods by the Buyer.  The warranty period is extended by the time for which the product was under warranty repair. If the product is replaced during the warranty period, the warranty will start running again from the receipt of the new item.

3.4. If a longer than statutory warranty is provided, the seller will specify the conditions and extent of the warranty extension in the warranty certificate.


4.1. If the item is not in accordance with the Purchase contract upon receipt by the Buyer (hereinafter “conflict with the purchase contract”), the Seller must put the item free of charge and without undue delay to the condition corresponding to the purchase contract, as required. Either by replacing the item or by repairing it.

4.2. If such a procedure is not possible, the Buyer may request a reasonable discount on the price of the item or withdraw from the Purchase contract. This does not apply if the Buyer knew about the conflict with the purchase contract before taking over the item or caused the conflict with the purchase contract himself.

4.3. A discrepancy with the Purchase contract, which manifests itself within six months from the date of taking over the item, is considered to be a conflict already existing at the time of taking over, unless it contradicts the nature of the matter or unless proven otherwise.

4.4. Conformity with the purchase contract means, in particular, that the thing sold is without defects, and that it has the quality and useful properties required by the contract, described by the Seller or manufacturer, or expected on the basis of advertising, or the quality and useful properties usual for goods of this kind, furthermore, that it complies with the requirements of legal regulations and corresponds to the purpose which the Seller states for the use of the product or for which the product is usually used.


5.1. Upon receipt of the shipment, the Buyer is advised to check the status of the shipment. If mechanical damage to the product packaging or incomplete shipment is found upon receipt, the Buyer is advised to make a record of damage to the shipment in the transport documents in the presence of the carrier and to have this confirmed by the carrier or not to accept the goods. This, of course, does not affect the Buyer’s right to file a complaint with the Seller.


6.1. In all circumstances, we try to meet the needs of consumers. If the Buyer finds a defect in the purchased goods during the warranty period, he has the right to file a complaint.

6.2. Send the claimed goods (including a copy of the delivery note, warranty certificate, if possible, a cover letter with a brief description of the defect) to our address.

Our address for setting claim is: Annabis, s.r.o., Šlechtitelů 21, 779 00 Olomouc, Czech Republic, Europe.

The person responsible for complaints procedure: Kamila Juraskova, email:

6.3. The Seller is obliged to issue a written confirmation to the Buyer about when the Buyer exercised the right, what is the content of the complaint and what method of handling the complaint the Buyer requires; and a confirmation of the date and manner of handling the complaint, including a confirmation of the repair and its duration, or a written justification for rejecting the complaint.

6.4. The consumer will be informed by e-mail about the receipt of the claimed goods.


7.1. The complaint will be settled no later than 30 days after its application. If the complaint is not settled within this period, the consumer has the right to exchange the item for the same new item or may withdraw from the Purchase contract. The choice between exchanging the item and withdrawing from the Purchase contract belongs to the Buyer.

7.2. If the complaint was justified, the Buyer has the right to reimbursement of the necessary costs incurred in connection with the complaint (especially the cost of transporting the claimed goods to us).

7.3. This complaints procedure is valid from August 1, 2021.

7.4. Our goal is to handle complaints to the satisfaction of the Buyer. Please, if you have further questions, please contact us at

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