Terms and conditions of use

Purchasing goods through the ORAVA e-shop can be done by both individuals and legal entities without restrictions, provided they adhere to these Terms and Conditions, referred to hereafter as the customer. The trader/operator of the www.orava.eu e-shop is ORAVA distribution, a.s., based in Bratislava.

Ordering procedure

The customer can use the ORAVA eshop system to order any product with the CART button (icon).

After selecting the desired quantity and clicking the CART button, the ordered goods are automatically added to the shopping cart, which can be viewed at any time. Creating an order requires registration in the ORAVA e-shop system. During registration, the customer must provide personal information as required by the ORAVA e-shop system. This information will be used internally and ORAVA distribution, a.s. guarantees it will not be misused for other purposes. Each customer will receive an account to use for future purchases in the ORAVA e-shop system, under which all orders will be created. It is recommended that customers write down and keep their login details (including the code assigned by the ORAVA e-shop system) for future purchases. For subsequent purchases, customers only need to log in using their credentials.

After an order is created, it will be registered in the ORAVA e-shop system. The system confirms order registration with an order receipt notification. The moment this notification is displayed, the order is considered delivered, and a purchase contract is created between the customer and ORAVA distribution, a.s., granting both parties rights and obligations under applicable regulations and the Complaints Procedure for ORAVA distribution, a.s. customers.

The trader will deliver the sold item to the customer without undue delay, no later than 30 days from the contract conclusion (order confirmation), unless otherwise agreed.

The ORAVA e-shop system allows customers to access information about their order status (registration, receipt, payment, shipping, etc.) after logging in with their credentials.

An order placed through this e-shop can be canceled within 12 hours of its creation. If the customer does not cancel the order within this time, it becomes binding for both the trader and the buyer.

Terms of payment (valid only for the Slovak Republic)

All product prices are inclusive of 20% VAT.

If the order amount is less than EUR 60, shipping will be conducted by courier at the customer’s expense of EUR 5.50. If the order amount is at least EUR 60.01, ORAVA distribution, a.s. will deliver the goods to the customer by courier at its expense (within the whole of Slovakia). Cash on delivery costs EUR 1.00.

Period during which ORAVA distribution, a.s. is bound by the offer of goods including the price

In the event of the correct functionality of the ORAVA e-shop system, ORAVA distribution, a.s. is bound by the product offer, including its price from the order.

Delivery conditions and costs for delivery of goods (valid only for the Slovak Republic)

The company ORAVA distribution, a.s. undertakes to deliver the ordered goods to the customer no later than 4 working days after dispatch from our warehouse. The company ORAVA distribution, a.s. undertakes to deliver the goods to the customer at the address specified by the customer in the ORAVA eshop system as the place of delivery. If the order amount is less than EUR 60, the goods will be transported by courier at the customer's expense of EUR 5.50. If the amount of the order is at least EUR 60, the company ORAVA distribution, a.s. delivers the goods to the customer at its own expense (as part of delivery throughout the Slovak Republic). However, if the customer repeatedly does not collect the shipment due to absence or a reason about which the company ORAVA distribution, a.s. did not inform in advance, his right to free delivery of the goods expires.

In the case of delivery of larger and heavier goods by the courier service, the latter is not obliged to deliver the goods directly to the apartment. For this reason, the customer should count on ensuring the delivery of the goods directly to the apartment by himself. The company ORAVA distribution, a.s. will not accept claims for non-delivery of goods by courier service.

If the customer is interested in the service - ecological disposal of the old appliance - it is necessary to state this in the note when ordering the goods. The company ORAVA distribution, a.s. will arrange the delivery of goods from the customer by courier - however, importation is a paid service according to the standard price list of the UPS courier service (https://www.sps-sro.sk). It is also possible to arrange a personal delivery of the old appliance at any ORAVA distribution, a.s. branded store.

Invoices and documents

Invoices and all documents are sent electronically via email. Communication with customers primarily occurs via email or phone. If part of the ordered goods is out of stock, the customer will be informed about possible ways to fulfill such an order.

Complaint conditions 

The customer must visually inspect the goods immediately upon receipt. The customer has the right to refuse to accept goods if they are visibly damaged or incomplete due to transport. In such a case, the customer must write a damage report with the driver or refuse the delivery. Mechanical damage to the product in intact packaging must be reported immediately upon receipt. Later complaints of this nature will not be accepted according to the carrier's complaint conditions.

In the event of a complaint, the usual complaint procedure set forth in the Complaint Procedure for ORAVA distribution, a.s. customers applies. The customer can lodge a complaint at any ORAVA store or directly at the Central Service Center (address and phone numbers are listed in the warranty card delivered with the goods). When claiming a right to repair, the customer must bring the defective product along with a copy of the delivery note and invoice (or another form of tax document) and the warranty card.

If the defect was caused by the customer - product damage, improper use, or handling, the customer must reimburse the trader for all costs associated with handling the complaint. ORAVA distribution, a.s. is not responsible for defects caused by mechanical damage, operating the product in unsuitable conditions (chemically aggressive, dusty, humid, strong magnetic field, etc.), interference with the product by an unauthorized person (non-authorized service), or defects caused by natural disaster or incorrect power supply.

After receiving a complaint, the trader will provide the customer with a document about the reported defect, specifying a reasonable period for handling the complaint, which cannot exceed 30 days. This period can be extended only in individual cases, if there are reasons beyond the trader's control that prevent the complaint from being handled within 30 days. For the extended period, it must be the shortest possible time, and the trader will always inform the consumer in writing about the period and the reasons for exceeding the 30-day limit.

After resolving the complaint, the trader will provide the customer with a document about the resolution only if the complaint is denied. The document will state the reasons for the denial.

If the customer does not collect the resolved complaint within 6 months of notification, the trader has the right to sell the product.

Rejecting a complaint does not require an expert opinion.

Consumer’s right to withdraw from a distance contract and an off-premises contract

1. Right to withdraw 

You have the right to withdraw from this contract without giving any reason within 14 days. The withdrawal period expires 14 days from the day you or a third party, other than the carrier and indicated by you, acquires physical possession of the last good.

To exercise the right to withdraw, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post or email) at the following address: Orava distribution, a.s., Závodná 459, 027 43 Nižná Email: predaj@orava.eu Contact: +421435306002-3

You may use the model withdrawal form that we provided, but it is not obligatory. If you use this option, we will communicate to you an acknowledgment of receipt of such a withdrawal on a durable medium (e.g., by email) without delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

2. Effects of withdrawal 

If you withdraw from this contract, we shall reimburse you all payments received from you, including the costs of delivery to you. This does not include additional costs if you chose a delivery method other than the least expensive standard delivery offered by us. We will make the reimbursement without undue delay and not later than 14 days after the day we receive your communication of withdrawal from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Return the goods to us or hand them over to us at Orava distribution, a.s., Závodná 459, 027 43 Nižná, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

The goods must not show signs of use and must be in the original undamaged packaging with all accessories included. If the goods fully complied with the declared quality requirements and were not defective, you are responsible for the return shipping costs.

Price reduction regulation 

The trader must indicate the previous price of the goods in every announcement of a price reduction. The previous price is the lowest price at which the trader sold or offered the goods within a period not shorter than 30 days before the price reduction, or from the beginning of the sale if the trader has been selling the goods for less than 30 days before the price reduction.

The trader can indicate the original price as the previous price during a gradual price reduction, regardless of the sale period.

Authenticity of reviews

The merchant is required to inform the customer whether and how the verification of consumer reviews – or customer reviews – is conducted.

If a regulatory authority finds that the merchant has published fake reviews, such actions will be considered an unfair commercial practice.

Transparency of product search

The merchant is required to disclose information about the main parameters determining the ranking of offers in search engines through keywords.

If a regulatory authority finds that the merchant has violated this obligation, such a violation will be considered a misleading omission by the merchants.

Regulatory authority

SOI Inspectorate for the Bratislava region
Prievozská 32, P.O. Box 5,820 07 Bratislava 27
department of technical control of products and consumer protection
tel. no.: 02/ 58272 172-3; 02/58272 104
fax no.: 02/ 58272 170
e-mail: ba@soi.sk