Complaint processing
Despite our efforts to provide you with goods and animals at a reasonable price and in good quality, we can not always exclude that sometimes something is not delivered by us according to your expectations.
What to do if something is wrong?
Please read this information carefully beforehand and then please contact us via the contact form. Of course, observing this information has no influence on the warranty rights to which you are entitled by law.
Complaint announcement:
For complaints, please go to Your Account -> My orders -> show all
There is a finished form for all problems with an order to clarify quickly.
Download with returnbill:
Information and returnbill (deutsch), (PDF 0,4 MB)
(Enthält: Info / Formular)
Return/ revocation of Merchandise Products
The delivery and production of Products in the category Merchandise is handled by our Partner PRINTFUL. By ordering one of these products you accept the Terms and Conditions, Privacy Policy and Return Policy of PRINTFUL.
Find PRINTFUL’s Terms and Conditions here.
Find PRINTFUL’s Return Policy here.
Find PRINTFUL’s Privacy Policy here.
Information for a complaint:
If possible, please contact us first, do not immediately return or dispose of the goods!
Often damage, such as breakage or similar, can be documented by digital photo and sent to us by email. We then decide whether a return shipment is necessary for us.
Living Animals:
Despite the packaging we have chosen, it may happen that animals are damaged during transport, which of course we always regret.
Before shipping, all animals are checked for injuries or other defects.
We also ask you after receiving the goods to check the animals for the following imperfections:
Completeness of the delivery (queen, brood and workers).
Whether the animals are free of damage (injured or deceased animals)
mite infestation (parasites)
Breakage/Damages:
Despite the packaging we have chosen, it may happen that it arrives damaged. The reason for this is that the packages can sometimes fall from 1-2 meters with the transport companies. We therefore ask you after receiving the goods, preferably immediately with the deliverer, external damage to be noted.
Damage should be claimed to us within 4 days after receiving the order, in written from with pictures adressed to: contact (at) antcube.de
Technical defect:
In case of problems with technical devices, you can contact us as a dealer or also, directly to the manufacturer of the corresponding product. Often, many problems can be solved quickly via the hotline or email from us or the manufacturer.
Wrong items delivered or missing items:
We have real people working in our shipping department who may mix up or forget goods by accident. After receiving the goods, please check if all items have been delivered in the listed quantity. If there are any discrepancies, please contact us. We can then check this against the stock and will forward the correct or missing parts to you as soon as possible.
Exchange / revocation:
If you are not satisfied with the item delivered for further information please refer to our general terms and conditions and Withdrawal
Right of withdrawal for Consumers and model withdrawal form
A. Right of withdrawal for Consumers within distance selling contracts / conclusion of contracts in online-shop
Consumers – Consumer is every natural person who enters into a legal transaction for purposes that predominantly are outside his trade, business or profession – may withdraw from their contractual declaration within contracts for valuable consideration under following conditions:
a) In case of contracts for one or more goods that can be shipped in parcels that shall reach the Consumer in a single delivery, which are supplied separately or provided to the Consumer in several separate consignments:
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving reason.
The withdrawal period will expire after 14 days from the day on which you 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
(ANTCUBE by ANTSTORE, Martin Sebesta
Selerweg 41
D-12169 Berlin
Tel.: +49 30 766 870 51
Fax: +49 30 766 870 54
E-Mail: contact (at) antcube.de
of your decision to withdraw from this contract by an unequivocal statement (e.g. letter sent by post, fax or e-mail). You may use the attached model withdraw 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 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 result of such reimbursement.
We may withhold the 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 (ANTSTORE, Martin Sebesta, Selerweg 41, D-12169 Berlin). The deadline is met if you send back the goods before the period of 14 days has expired.
You will bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handing other than what is necessary to establish the nature, characteristics and functioning of the goods.
b) In case of contracts for one or more goods that cannot be shipped in parcels (cargo) that shall reach the Consumer in a single delivery, which are supplied separately or provided to the Consumer in several separate consignments:
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving reason.
The withdrawal period will expire after 14 days from the day on which you 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
(ANTSTORE, Martin Sebesta
Selerweg 41
D-12169 Berlin
Tel.: +49 30 766 870 51
Fax: +49 30 766 870 54
E-Mail: contact (at) antcube.de
of your decision to withdraw from this contract by an unequivocal statement (e.g. letter sent by post, fax or e-mail). You may use the attached model withdraw 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 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 result of such reimbursement.
We may withhold the reimbursement until we have received the goods back, or until 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 (ANTSTORE, Martin Sebesta, Selerweg 41, D-12169 Berlin). 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. The cost is estimated at a maximum of approximately 139 EUR.
You are only liable for any diminished value of the goods resulting from the handing other than what is necessary to establish the nature, characteristics and functioning of the goods.
c) Exclusion of the right of withdrawal
The right of withdrawal shall be excluded, unless the parties have agreed otherwise, in following contracts:
Contracts as regards the supply of non-prefabricated goods made on the basis of an individual choice of or decision by the Consumer or clearly tailored to the personal needs of the Consumer.
Contracts as regards the supply of goods which are liable to deteriorate or expire rapidly.
Contracts as regards the supply of a newspaper, periodical or magazine with the exception of subscription contracts for the supply of such publications.
Contracts as regards the provision of accommodation other than for residential purpose, transport of goods, car rental services, catering or services related to leisure activities if the contract provides for a specific date or period of performance. This exception shall not apply to contracts for travel services in accordance with § 651a BGB, if these have not been negotiated in the business premises unless oral agreements regarding the conclusion of the contract have been conducted in previous order of the Consumer.
Contracts where the Consumer has specifically requested a visit from the trader for the purpose of carrying out urgent repairs or maintenance; this shall not apply if, on the occasion of such visit, the trader provides services in addition to those specifically requested by the Consumer or goods other than replacement parts necessarily used in carrying out the maintenance or in making the repairs.
d) Premature expiration of the right of withdrawal
The right of withdrawal shall expire prematurely, unless the parties have agreed otherwise, as regards the following:
Contracts as regards the supply of sealed goods which are unsuitable to return for reasons of health or hygiene and that have been unsealed after delivery,
Contracts as regards the supply of goods which are, after delivery, according to their nature, inseparably mixed with other items,
Contracts as regards the supply of sealed audio or video recordings or computer software which were unsealed by the Consumer.
B. Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
– To:
ANTSTORE, Martin Sebesta
Selerweg 41
D-12169 Berlin
Tel: +49 30 766 870 51
Fax: +49 30 766 870 54
Email: contact (at) antcube.de
– I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract of sale of the following goods(*)/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 in writing)
– Date
_______________
(*) Delete as appropriate
