Returns and complaints

1. Warranty and Complaints

1.1. Proof of Purchase

The seller issues a purchase document (invoice or receipt) for each ordered product in accordance with applicable legal regulations.

1.2. Warranty Period

  • The warranty period begins on the day the buyer receives the goods.
  • Consumers are entitled to a **24-month** statutory warranty.
  • Business customers have a **12-month** warranty period.
  • The warranty does not cover discounted products sold with defects or missing parts, provided that the discount was given due to these deficiencies.
  • The warranty period is extended by the time the product is under complaint processing.

1.3. How to Submit a Complaint?

Complaints are accepted only in writing via email: ask@annabelleminerals.com.

The defective product must be sent to the following address:

BLM Sp. z o.o.
gen. Maczka 9
43-300 Bielsko-Biala
Poland

Personal delivery at this address is not possible.

The complained product must:

  • Be properly secured against damage during transportation
  • Include a copy of the invoice or receipt
  • Contain a detailed description of the defect
  • Include the buyer’s contact details (address, phone number, or email)

1.4. When Can a Complaint Be Rejected?

  • If the damage results from improper use or storage
  • If the damage is due to normal wear and tear
  • If the damage is caused by external events (e.g., dropping, mechanical damage)

2. Complaint Resolution Options

If the complaint is valid, the buyer has the right to:

  • Have the defective product repaired
  • Have the product replaced with a new one
  • Receive an appropriate discount
  • Withdraw from the contract and receive a refund

Complaints are processed within **30 days** from the date of receipt of the complained product. If the complaint is not resolved within this period, the buyer has the right to withdraw from the contract.

3. Product Exchange

The buyer has the right to exchange a product within **14 days** of receiving the shipment.

Exchange is possible:

  • For a different shade of the same product
  • For another product, with possible price difference settlement

The buyer covers the shipping costs for exchanges, except in cases where the exchange is due to an error on the seller’s part.

4. Product Returns – Right of Withdrawal

The buyer has the right to withdraw from the contract without providing a reason within **14 days** of receiving the product.

4.1. How to Return a Product?

The buyer must submit a withdrawal request in writing via email to ask@annabelleminerals.com.

The product must be returned to the address specific to the buyer’s country:

5. Return Addresses by Country

Bulgaria and Greece

BLM Sp. z o.o. - BIGARENA FULFILLMENT S.R.L.
232 - Olza Logistic
Goliamokonarsko shose 29
4204 Plovdiv, Bulgaria

Croatia

GLS/Pactic/OL/BLM Sp. z o.o.
R- Stupničke Šipkovine 22
Donji Stupnik
10255 Croatia

Denmark and Finland

Olza Logistic C/O Direct Link - BLM Sp. z o.o.
Box 1029
20226 Malmo

Estonia

Returns Venipak TM
Savi 20
EE-80040 Pärnu
Estonia
Olza Logistic - BLM Sp. z o.o.

Latvia

Returns Venipak TM
Mārupe, Kalniņi B
LV-2167 Riga
Latvia
Olza Logistic - BLM Sp. z o.o.

Lithuania

Returns Venipak TM
Vilniaus pl. 8
LT-94105 Klaipeda
Lithuania
Olza Logistic - BLM Sp. z o.o.
Phone: +370 700 55 221

Romania

OLZA LOGISTIC - BLM Sp. z o.o.
Calea Borsului 37J/1
410651 Oradea, jud. Bihor

Slovenia

GLS/Pactic/OL/BLM Sp. z o.o.
Cesta v Prod 84
Ljubljana
1000 Slovenia

6. Conditions for Returns

  • The product must not be used or opened (for hygienic reasons)
  • The product must be returned in its original packaging with all accessories
  • A copy of the invoice or receipt must be included

7. Refund Policy

Refunds will be processed using the same payment method as the original transaction (bank transfer, PayU, PayPal). Refunds will be issued within **14 days** of receiving the returned product.

8. Withdrawal Form

Recipient:

Olza Logistic - BLM Sp. z o.o.
Calea Borsului 37J/1
410651 Oradea, jud. Bihor

I, the undersigned, hereby declare that I withdraw from the contract for the following product:

  • Product name: ________________________________
  • Order number: ________________________________
  • Order date: ____/____/______
  • Receipt date: ____/____/______

Buyer’s name: ________________________________

Buyer’s address: ________________________________

Email: ________________________________

Phone: ________________________________

Date: ____/____/______

Buyer’s signature: ________________________________