Complaints policy
Effective from: 25 October 2026
This policy sets out the procedure for exercising rights arising from defective performance.
Legal guarantee (EU notice)
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Text of the notice (transcript)
LEGAL GUARANTEE
Minimum two-year legal guarantee protection for goods sold in the European Union.
Consumers can claim their rights under the legal guarantee of conformity, for example if goods:
✓ do not match the description;
✓ do not function as intended.
Sellers are liable for any lack of conformity which existed when the goods were delivered, and which becomes apparent within the legal guarantee period. Sellers in such a situation are required to offer:
✓ free repair or free replacement;
✓ in some cases, a price reduction or full reimbursement.
Some countries have a longer legal guarantee period. For second-hand goods, a shorter period may apply, but not less than one year.
For more information on your rights in a specific country, scan the QR code below or ask the seller.
europa.eu/youreurope/guarantees
What to do
if you receive non-conforming goods:
1. Contact the seller as soon as possible to report the issue;
2. Provide proof of purchase, such as a receipt, invoice, or bank statement.
GARAN
Sellers and producers may also offer commercial guarantees, which apply independently from the legal guarantee. For example, you may see this GARAN label representing a commercial guarantee of durability offered by the producer at no additional cost and covering the entire good.
Quick overview
- Warranty period
- 24 months for consumer goods
- Presumption of defect
- 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. Liability 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.