Complaints policy

Effective from: 19 July 2026

This policy sets out the procedure for exercising rights arising from defective performance.

Quick overview

Warranty period: 24 months for consumer goods
Defect presumption: A defect appearing within 12 months is presumed to have existed on receipt
Resolution deadline: no later than 30 days from filing
Where to file: info@oringy.sk · Orlové 166, 017 01 Považská Bystrica

I. Responsibility for defects

The seller is responsible for the goods having the agreed properties on receipt, being fit for the usual purpose, and complying with the law.

II. Deadline to exercise defect rights

For consumer goods the warranty period is 24 months. If a defect appears within 12 months of receipt, the goods are presumed to have been defective on receipt.

III. Buyer’s remedies in case of a defect

For a remediable defect the buyer is entitled to a free repair or replacement. For an irremediable defect the buyer is entitled to a reasonable discount or to withdraw from the contract.

IV. Buyer’s right to withdraw

The buyer may withdraw from the contract if the defect prevents proper use, recurs after repair, or where multiple defects are present.

V. Seller’s duties when accepting a complaint

The seller issues the buyer a confirmation of the date and content of the complaint and the manner of its resolution.

VI. Consumer notice and method of resolution

The seller determines the method of resolution immediately, or in complex cases within 3 business days. Resolution must not exceed 30 days from filing.

VII. Exclusion of defect rights

Defect rights do not apply if the buyer knew of the defect before receipt or caused the defect through improper handling.

VIII. Reimbursement of costs

For a justified complaint the buyer is entitled to reimbursement of the reasonably incurred costs of filing the complaint.

IX. Legal framework and supervision

Complaints are governed by the Civil Code and the Consumer Protection Act. Supervision is exercised by the Slovak Trade Inspection.