Complaints
1. RIGHTS FROM LIABILITY FOR DEFECTS
1.1. Introductory provision on liability for defects
1.1.1. We undertake to deliver the Goods to you in the required quality, quantity and without defects.
1.1.2. We are liable for defects that the Goods have upon their acceptance. For used Goods, we are not liable for defects caused by their use or wear and tear. For Goods sold at a lower price, we are not liable for defects for which a lower price was agreed.
1.1.3. The general warranty period is 24 months. The warranty period begins from the moment you accept the Goods.
1.1.4. If the Goods are replaced, the warranty period will begin to run again from your acceptance of the new Goods.
1.1.5. Your rights from liability for defects of the Goods, for which a warranty period applies, will expire if you do not exercise them within the warranty period. However, rights from liability for defects in Goods that spoil quickly must be exercised no later than the day after the purchase, otherwise your rights will expire.
1.2. We guarantee that at the time of the transfer of the risk of accidental destruction and accidental deterioration of the Goods according to Art. 5.7 of the terms and conditions, the Goods are without defects, in particular, that:
a) they have the properties that we have agreed with you, and if not expressly agreed, then those that we have stated in the description of the Goods, or those that can be expected given the nature of the Goods;
b) they are suitable for the purposes we have stated or for the purposes that are customary for Goods of this type;
c) they correspond to the quality or workmanship of the agreed sample, if the quality or workmanship was determined according to the sample;
d) they are in the appropriate quantity and weight;
e) they meet the requirements placed on them by special legal regulations;
f) they are not encumbered by the rights of third parties.
1.3. Conditions for exercising the right from liability for defects (complaints)
1.3.1. Upon acceptance of the Goods, you are obliged to inspect and check the Goods thoroughly. In the event of discovering obvious defects (e.g., mechanical damage), you are obliged to file a complaint without undue delay in the manner set out in point 1.4.1. below. We will not take into account a later filed complaint due to obvious defects in the Goods, including a defect consisting in the incompleteness of the Goods.
1.3.2. You are obliged to exercise the right from liability for other defects (hidden defects) in the manner set out in point 1.4.1. below without undue delay after you have discovered the defect in the Goods, but no later than the expiration of the warranty period.
1.3.3. The warranty only applies to manufacturing defects of the Goods and defects caused by mechanical damage. You cannot exercise the right from liability for defects, especially for defects caused by wear and tear, mechanical damage, improper handling, incorrect use, storage, or interventions by third parties, use of the Goods under unsuitable conditions, etc.
1.3.4. You are not entitled to exercise the right from liability for a defect if you knew about the defect before accepting the Goods, or we notified you of it or you were given a reasonable discount from the Price of the Goods for that reason.
1.4. Exercising the right from liability for damage (complaints)
1.4.1. In the event that the Goods have a defect, i.e., especially if one of the conditions according to Art. 1.2 is not met, you can notify us of such a defect and exercise your rights from liability for defects (i.e., complain about the Goods) by sending an e-mail or a letter to our addresses listed in our identification data, or in person at our place of business. For a complaint, you can also use the model form provided by us, which is Annex No. 1 to the Conditions.
1.4.2. In your notification by which you file a complaint, please state, in particular, a description of the defect of the Goods and your identification data, including the e-mail to which you wish to receive a notification about the method of handling the complaint, and also state which of the claims for liability for defects, specified in points 1.5.4. to 1.5.8., you are exercising. 1.4.3. When filing a complaint, you must also provide us with proof of purchase of the Goods (invoice), for the purpose of proving its purchase from us, otherwise we are not obliged to accept your complaint.
1.4.4. The day the complaint procedure begins is the day the defective Goods are delivered to us along with the relevant documents (according to point 1.4.3). In the event that your submission by which you file a complaint is incomplete (especially if it is illegible, unclear, incomprehensible, does not contain the required documents, etc.), we will ask you in writing, especially by e-mail, to supplement the submitted complaint. In this case, the complaint procedure begins on the day your supplemented submission is delivered.
1.4.5. If you do not supplement the submitted complaint in accordance with point 1.4.4. of this article without undue delay, no later than 10 days from the day you receive our request according to point 1.4.4. of this article, we will consider your submission to be unfounded.
1.5. Handling of complaints
1.5.1. Based on your decision as to which of the rights according to § 622 and § 623 of Act No. 40/1964 Coll. Civil Code as amended (hereinafter referred to as the "Civil Code") (specified in points 1.5.4. to 1.5.8.) you are exercising, we will determine the method of handling the complaint immediately, in complex cases no later than 3 working days from the day your complaint is filed. In justified cases, especially if a complex technical assessment of the condition of the Goods is required, no later than 30 days from the day your complaint is filed.
1.5.2. After determining the method of handling the complaint, we will handle the complaint immediately, in justified cases we can handle the complaint later; however, handling the complaint must not take longer than 30 days from the day the complaint is filed. After the deadline for handling the complaint has expired, you have the right to withdraw from the Contract or you have the right to exchange the Goods for new goods, if possible.
1.5.3. We will issue you a written document on the handling of the complaint, no later than 30 days from the day the complaint is filed, and we will inform you about its handling via e-mail. In the event that the complaint is recognized, we will send you the repaired Goods or we will exchange the Goods for new goods or we will refund the paid Price of the Goods, unless we agree otherwise.
1.5.4. If it is a defect that we can remove, you have the right to have the defect removed free of charge, in a timely and proper manner. We will remove the defect of the Goods without undue delay.
1.5.5. Instead of removing the defect, you can demand the exchange of the Goods, or if the defect concerns only a part of the Goods, the exchange of this part, in cases where this does not result in disproportionate costs for us in relation to the Price of the Goods or the seriousness of the defect.
1.5.6. Instead of removing the defect of the Goods, we can always exchange the defective Goods for defect-free ones, if this does not cause you serious difficulties.
1.5.7. If it is a defect of the Goods that cannot be removed and which prevents you from properly using the Goods as goods without defects, you have the right to exchange the Goods or you have the right to withdraw from the Contract. The same rights belong to you if the defects are removable, but you cannot properly use the Goods due to the repeated occurrence of the defect after repair or due to a larger number of defects.
1.5.8. If it is another unremovable defect, you have the right to a reasonable discount from the Price of the Goods.
1.5.9. We will handle the complaint by handing over the repaired Goods, exchanging the Goods, refunding the Price of the Goods, paying a reasonable discount from the Price of the Goods, a written request for acceptance of performance (Goods) or a reasoned rejection of the complaint.
1.6. The exercise of rights from liability for defects and the complaint of Goods is governed by the provisions of § 619 et seq. of the Civil Code, Act No. 250/2007 Coll. on consumer protection and on the amendment and supplementation of Act of the Slovak National Council No. 372/1990 Coll. on offenses as amended (hereinafter referred to as the "Consumer Protection Act"), and Act No. 102/2014 Coll. on consumer protection in the sale of goods or the provision of services on the basis of a contract concluded at a distance or a contract concluded outside the seller's business premises and on the amendment and supplementation of certain laws as amended (hereinafter referred to as the "Consumer Protection Act in Distance Selling").
1.7. In the event that you are an entrepreneur, it is your obligation to report and object to the defect without undue delay after you could have discovered it, but no later than 3 days from the acceptance of the Goods.
1.8. In the event that you are a consumer, you have the right to exercise rights from liability for defects that occur in consumer Goods within a period of 24 months from the acceptance of the Goods.
2. WITHDRAWAL FROM THE CONTRACT
2.1. Withdrawal from the Contract, i.e., the termination of the contractual relationship between us and you from its beginning, may occur for the reasons and in the ways stated in this article, or in other provisions of the Conditions, in which the possibility of withdrawal is expressly stated.
2.2. In the event that you are a consumer, i.e., a person buying Goods outside the scope of their business activity, you have the right, in accordance with the provision of § 7 of the Consumer Protection Act in Distance Selling, to withdraw from the Contract without giving a reason within 14 days from the day of delivery of the Goods. In the event that we have concluded a Contract whose subject is several types of Goods or the delivery of several parts of the Goods, this period begins to run only on the day of delivery of the last part of the Goods, and in the event that we have concluded a Contract on the basis of which we will deliver the Goods to you regularly and repeatedly, it begins to run on the day of delivery of the first delivery. You can withdraw from the Contract in any verifiable way (especially by sending an e-mail or a letter to our addresses listed in our identification data). For withdrawal, you can also use the model form provided by us, which is Annex No. 2 to the Conditions.
2.3. However, even as a consumer, you cannot withdraw from the Contract in cases where the subject of the Contract is:
a) Goods whose Price depends on the movement of prices on financial markets independent of our will and which may occur during the period for withdrawal from the Contract;
b) the delivery of alcoholic beverages whose Price was agreed upon at the time of the conclusion of the Contract, while their delivery can be made no earlier than 30 days and their Price depends on the movement of prices on the market that we cannot influence;
c) Goods that were made according to your specific requirements, which were made to measure for you or Goods intended specifically for one consumer;
d) Goods that are subject to rapid deterioration of quality or spoilage and Goods that have been irreversibly mixed with others after delivery;
e) Goods in a sealed package that were removed from the package and are not suitable for return for health protection or hygienic reasons;
f) the delivery of sound recordings, video recordings, audio-visual recordings or computer software sold in protective packaging, if the original packaging has been broken;
g) the delivery of periodicals, with the exception of sales based on a subscription agreement and the sale of books not delivered in protective packaging;
h) the delivery of electronic content, if it was not delivered on a tangible medium and was delivered with your prior explicit consent before the expiration of the period for withdrawal from the Contract and we informed you that you do not have the right to withdraw from the Contract.
2.4. The period for withdrawal according to Art. 2.2 of the Conditions is considered to have been met if you send us a notification that you are withdrawing from the Contract during it.
2.5. In the event of withdrawal from the Contract, the Price will be returned to you within 14 days from the date the withdrawal becomes effective to the account from which it was credited, or to the account chosen in the withdrawal from the Contract. However, the amount will not be refunded before you return the Goods to us or prove that they have been sent back to us. Please return the Goods to us clean, if possible, including the original packaging.
2.6. In the event of withdrawal from the Contract according to Art. 2.2 of the Conditions, you are obliged to send the Goods to us within 14 days of withdrawal, hand over the Goods to us or to a person authorized by us to take over the Goods, while you bear the costs of returning the Goods to us. This does not apply if we agree that we will pick up the Goods in person or through a person authorized by us. The deadline is met if the Goods were handed over for transport no later than the last day of the deadline. You, on the other hand, are entitled to have us refund the Price for transport, but only in the amount corresponding to the cheapest method of delivery of the Goods that we offered for the delivery of the Goods.
2.7. You are liable for damage in cases where the Goods are damaged as a result of your handling of them differently than is necessary to handle them with regard to their nature and properties. In such a case, we will charge you for the damage caused after the Goods are returned to us and the due date of the amount billed is 14 days. In the event that we have not yet refunded the Price to you, we are entitled to set off the claim from the title of costs against your claim for a refund of the Price.
2.8. We are entitled to withdraw from the Contract due to stock running out, unavailability of the Goods, or if the manufacturer, importer or supplier of the Goods agreed upon in the Contract has stopped production or made serious changes that made it impossible to fulfill our obligations from the Contract or due to force majeure, or if, despite all our efforts that can be reasonably required of us, we are unable to deliver the Goods to you within the period determined by these Conditions. In these cases, we are obliged to inform you of this fact without undue delay and to refund the Total Price paid for the Goods to you, within 14 days from the day of notification of withdrawal from the Contract. We will refund the Total Price paid for the Goods to you in the same way you paid the Total Price, while this does not affect the right to agree with you on another method of refund, if no additional fees are charged to you in connection with it.
2.9. We are also entitled to withdraw from the Contract in the event that you have not accepted the Goods within 5 working days from the day you were obliged to accept the Goods.
3. SUBMISSION OF INITIATIVES AND COMPLAINTS
3.1. As a consumer, you are entitled to submit initiatives and complaints in writing, via e-mail to: info@origima.sk
3.2. We will inform you about the assessment of the initiative or complaint by e-mail sent to your e-mail.
3.3. The supervisory authority is:
Slovak Trade Inspection (SOI)
SOI Inspectorate for the Nitra Region
Staničná 9, P. O. BOX 49A, 950 50 Nitra 1
Supervisory Performance Department
Tel. No. 037/7720 001, 037/7720 034
Fax No. 037/ 7720 024
3.4. You can also file an initiative to carry out an inspection if you are not satisfied with the way your initiative or complaint was handled, electronically through the platform available on the website https://www.soi.sk/sk/Podavanie-podnetov-staznosti-navrhov-a-ziadosti/Podajte-podnet.soi.
4. ALTERNATIVE DISPUTE RESOLUTION WITH CONSUMERS
4.1. You have the right to contact us with a request for redress, by sending an e-mail to: info@origima.sk, if you are not satisfied with the way we handled your complaint or if you believe that we have violated your rights. If we respond to your request negatively or do not respond to it within 30 days of its submission, you have the right to submit a proposal to initiate alternative dispute resolution to an alternative dispute resolution entity (hereinafter referred to as the "Entity") according to Act No. 391/2015 Coll. on alternative dispute resolution for consumers and on the amendment and supplementation of certain laws, as amended (hereinafter referred to as the "Alternative Dispute Resolution Act").
4.2. The Entities are the bodies and authorized legal entities according to § 3 of the Alternative Dispute Resolution Act and their list is published on the website of the Ministry of Economy of the Slovak Republic. https://www.mhsr.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov-1/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov-1.
4.3. You can submit the proposal in the manner determined according to § 12 of the Alternative Dispute Resolution Act.
4.4. Furthermore, you have the right to initiate out-of-court dispute resolution online through the ODR platform available on the website https://ec.europa.eu/commission/presscorner/detail/en/IP_16_297, or https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN.
5. FINAL PROVISIONS
5.1. If our and your legal relationship contains an international element (for example, we will send goods outside the territory of the Slovak Republic), the relationship will always be governed by the law of the Slovak Republic. However, if you are consumers, your rights arising from legal regulations are not affected by this agreement.
5.2. We will deliver all written correspondence to you by e-mail. Our e-mail address is listed in our identification data. We will deliver correspondence to your e-mail address provided in the Contract, or through which you contacted us.
5.3. The Contract can only be changed on the basis of our written agreement. However, we are entitled to change and supplement these Conditions, but this change will not affect already concluded Contracts, but only Contracts that will be concluded after this change becomes effective.
5.4. In the event of force majeure or events that cannot be foreseen (natural disaster, pandemic, operational failures, failures of subcontractors, etc.), we are not liable for damage caused as a result of or in connection with cases of force majeure or unforeseen events, and if this state lasts for a period longer than 10 days, both we and you have the right to withdraw from the Contract.
5.5. The annexes to the Conditions are a model form for a complaint and a model form for withdrawal from the Contract.
5.6. The Contract, including the Conditions, is archived in electronic form with us, but it is not accessible to you. However, you will always receive these Conditions and the Order confirmation with the Order summary by e-mail and you will therefore always have access to the Contract even without our cooperation. We recommend that you always save the Order confirmation and the Conditions.
5.7. Our activity is not subject to any codes of conduct according to § 3 par. 1 letter n) of the Consumer Protection Act in Distance Selling.
5.8. These Conditions become effective on July 16, 2025.
ANNEX NO. 1 - FORM FOR COMPLAINT
ANNEX NO. 2 - FORM FOR WITHDRAWAL FROM THE CONTRACT