Complaints processing and right of cancellation
1. complaints processing
General information:
- If you are not satisfied with the delivered goods or live animals, please inform us promptly.
- Your statutory warranty rights according to §§ 434 ff. BGB (German Civil Code) remain unaffected.
Report a complaint:
- Report complaints via your customer account:
Your account → Your orders → Notifications.
A prepared form is available there for you to clarify problems quickly.
Important steps for complaints:
- Contact us before returning the goods:
- Please do not return the goods without prior agreement. Damage can often be documented by photos and clarified by e-mail.
- Returns will only be made on our instructions.
- Live animals:
- On receipt, check that the hive is complete (queen, brood, workers) and in good condition (e.g. injuries, mite infestation).
- Report any discrepancies or failures immediately by e-mail to verkauf@antstore.de, including photo documentation.
- Transport damage:
- Have external damage to the packaging noted directly by the deliverer. Document the damage photographically and inform us by e-mail at verkauf@antstore.de.
- Technical defects:
- Report technical problems either to us or directly to the manufacturer. Contact the manufacturer via the hotline provided or by e-mail.
- In the event of defects, you are entitled to rectification, replacement delivery or, if rectification is unsuccessful, cancellation of the contract or reduction of the purchase price in accordance with § 439 BGB.
- Incorrect or missing articles:
- Check the delivery immediately for correctness and completeness.
- If items are missing or have been mixed up, please let us know so that we can rectify the error immediately.
Exchange/cancellation:
- If an item is not to your liking, it can be returned subject to the statutory right of cancellation (see below). The prerequisite is compliance with the deadlines and conditions.
2. right of cancellation
- Cancellation policy for consumers (according to § 355 BGB):
- general right of cancellation for distance contracts:
- Consumers (§ 13 BGB), i.e. any natural person who concludes a legal transaction for purposes that can predominantly be attributed neither to their commercial nor their independent professional activity, have the right to cancel a contract for the purchase of goods within 14 days without giving reasons.
- details of the cancellation period:
- Start of the cancellation period:
- For goods that can be sent by parcel post: From the day on which the consumer or a third party designated by him receives the last goods of the delivery.
- For forwarding goods: From the day on which the last goods are handed over by the forwarding agent.
- declaration of cancellation:
The cancellation is made by a clear written declaration (letter, e-mail) to:
Contact:
ANTSTORE, Martin Sebesta
Selerweg 41, D-12169 Berlin
Telefon +49 30 439703870
Email: verkauf (at) antstore.de
The following sample cancellation formcan be used (not mandatory).
To meet the deadline, it is sufficient to send the cancellation notice before the deadline expires.
- consequences of the cancellation:
- Reimbursement of all payments made, including the standard shipping costs (but not for more expensive desired deliveries), will be made within 14 days of receipt of the cancellation at the latest.
- The original means of payment used will be used for the refund, unless otherwise agreed. There are no fees for the refund.
- Refunds may be refused until the goods have been returned or proof of return has been provided.
Return of the goods:
- The consumer bears the costs of the return.
- The goods must be returned no later than 14 days after the declaration of cancellation.
- The consumer is only liable for losses in value if they are due to improper handling that goes beyond the necessary inspection of the condition and function.
Merk:
We strongly recommend that you use the original packaging when returning sensitive goods such as glass. This is the easiest way to ensure that the packaging is suitable for protecting these materials. Original packaging is often specially designed for the transport of sensitive goods.
If you no longer have the original packaging, it is important that the product is well packed and padded. In addition, the product should be placed upright and centred in the box and empty spaces should be filled with filling material to prevent the product from moving and being damaged during transport.
If you have any questions, please contact our customer service team, who will be happy to help you find the right packaging for the safe return of the goods.
- Exclusion and restriction of the right of cancellation (§ 312g BGB):
The right of cancellation does not apply to:
- Goods that are made to customer specifications or are clearly personalised.
- Perishable goods or goods with a short expiry date.
- Sealed goods that cannot be returned for reasons of hygiene or health protection once the seal has been removed.
- Goods which, due to their nature, have been inseparably mixed with other goods.
- Newspapers, magazines or periodicals (except for subscriptions).
- Premature expiry of the right of cancellation (§ 356 BGB):
The right of cancellation expires prematurely if:
- Delivery of sealed audio/video recordings or software if the seal has been removed.
- Services that have been provided in full, provided that the consumer has given his express prior consent.
Sample cancellation form
If you wish to cancel the contract, please use the following form:
Sample cancellation form:
To:
ANTSTORE, Martin Sebesta
Selerweg 41, D-12169 Berlin
Email:verkauf@antstore.de
Subject:
Cancellation of order [order number]
Innhold:
I hereby cancel the contract for the purchase of the following goods:
[insert description of goods]
Ordered on: [date]
Received on: [date]
Name of the consumer: [Name]
Address of the consumer: [address]
Date and signature (only for written cancellation by post)
Download cancellation form:
Informasjon og returregning (german), (PDF 0,4 MB)
(Consists of: Info / Formular)
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