TERMS AND CONDITIONS OF WITHDRAWING FROM THE CONTRACT AND DEALING WITH COMPLAINTS

Withdrawal from the Contract 

The law gives you 14 days from the day you took over the goods to withdraw from the contract and to return the purchased goods. If you want to withdraw from the contract (return the goods), send us an e-mail to customerservice@annahora.com, we will reply as soon as possible and provide additional instructions.

Please return the goods together with a completed Contract Withdrawal Form to Anna Hora s.r.o., Jinonická 804/80, 158 00, Praha 5. 

How to proceed:

1. Complete the form you have received from us; you can also find it here. It is important to fill the order number.   
2. Check and pack the product.

Returned goods must not be used, damaged or dirty to be accepted. It must also contain all original tags and labels. A completed Contract Withdrawal Form must be enclosed with the returned goods.

Goods which you are returning must be carefully packed in the box in which it was delivered, if possible. If the original box is damaged, please use a similar one. Use enough adhesive tape to make sure the box is safely delivered to our warehouse.

1. Send the product back to us.

Hand the consignment over to the carrier in accordance with instructions provided by customerservice@annahora.com.

The price of the goods, including packaging and delivery costs, will be remitted to your bank account mentioned in the Contract Withdrawal Form within 14 days from the day we receive the goods and the completed Contract Withdrawal Form. 

If we offer several delivery options, we will return the costs of the cheapest one. You will bear the costs of the return of the goods yourself.

Goods-related complaints 

We are sorry if something is not quite all right. Please get in touch with us at customerservice@annahora.com. We will solve everything together and agree on further steps to be taken. 

You can lodge a complaint concerning the purchased goods within the warranty period granted by the law, i.e. 24 months from the day you took over the goods. We will deal with the complaint within 30 days from the day when the goods constituting the subject matter of the complaint are delivered to us, and we will notify you of the outcome. 

If the defective goods can be repaired, we will do so. If a repair is not possible, we can – depending on the type of the defect – give you a discount off the goods’ price, replace the defective goods, or let you withdraw from the contract and remit the goods’ price to your bank account. The goods you are returning must be clean.

Please send the goods, together with a copy of the invoice and a completed Complaint Form, which you find here, to Anna Hora s.r.o., Jinonická 804/80, 158 00, Praha 5.

If you have any questions or need to explain anything, please contact us at customerservice@annahora.com and we will surely solve the matter together.