I. Identification of the Merchant
1.1. These Complaint Terms (hereinafter also "CT") govern the legal relationship between the company
Business name: Red Orchestra s.r.o.
Registered office: Magurská 13317/69, 974 11 Banská Bystrica, Slovensko
The company registered on 20.12.2017 in the Business Register maintained by the District Court in Banská Bystrica, Section Ltd., Insert 33292/S.
Company ID: 51269643
Tax ID: 2120649553
The Merchant is not a Tax payer.
Bank account details
IBAN: SK30 0200 0000 0038 9994 4256
SWIFT (BIC): SUBASKBX
VÚB, a.s.
(hereinafter referred to as "Merchant") and any person who is a Buyer of products offered by the Seller on the Merchant's Website and who acts as a consumer within the meaning of the applicable provisions of these General Terms and Conditions and relevant consumer protection laws, under the legislation of the Slovak Republic, especially the following laws: Act No. 108/2024 Coll. on Consumer Protection and on Amendments to Certain Laws, Act No., Act No. 40/1964 Coll. Civil Code, as amended, with the exception set out in Section 4.4 of these Complaint Terms, which governs the legal relationship between the Merchant and the Buyer who is not acting as a consumer.
1.2. Email and telephone contact for the Seller is:
Email address: info@ras-store.eu
Phone number: +421 915 835 320
1.3. Address for sending documents, complaints, and contract withdrawals is:
Red Orchestra s.r.o., Magurská 13317/69, 974 11 Banská Bystrica, Slovensko
II. Liability for defects
1. The Merchant is liable for defects under the Slovak Civil Code, generally for defects existing on delivery that become apparent within two years. For used goods a period of at least one year may be validly agreed; unused warehouse stock is not used merely because it is old.
2. Following the first repair of a defect, the liability period is extended by 12 months, once only, as required by law.
3. The statutory liability period is not a guarantee of unlimited life or freedom from wear. The Merchant is not liable for post-delivery mechanical damage, excessive stress, misuse, improper care or ordinary wear unless these manifest a defect for which the Merchant is legally liable.
4. Damage to fabric, seams, buttons, zips and buckles is assessed individually in light of the goods’ nature, declared purpose and circumstances of use. Statutory burden-of-proof rules remain applicable.
III. Complaint procedure
1. Consumers must notify defects within two months of discovery and no later than the statutory or validly agreed liability period. Notification may be made by email to r.a.s.primarymail@gmail.com, by post or another legally permitted means.
2. Order identification, item details, description of the defect and circumstances are recommended. Photographs are not a general precondition for exercising statutory rights.
3. The Merchant promptly issues written confirmation of defect notification, specifying the period for remedy. This generally must not exceed 30 days unless objective reasons beyond the Merchant’s control justify longer.
4. If liability is rejected, reasons are provided in writing. A consumer who proves liability through a qualifying expert report or professional opinion may notify the defect again as permitted by law.
IV. Withdrawal without giving reasons
Withdrawal from a distance contract without giving reasons, returns and refunds are governed by Article VII of the Merchant’s General Terms and Conditions. The model withdrawal form is provided at the end of this page.
V. Remedies for defective goods
1. Where the Merchant is liable, the consumer may seek repair or replacement under statutory conditions. A chosen remedy may be refused if impossible or disproportionately costly.
2. Before remedying the defect, the Merchant informs the consumer about the choice of repair or replacement and the statutory extension following the first repair. Remedies are provided free of charge, within a reasonable period and without significant inconvenience; statutory costs are borne by the Merchant.
3. A price reduction or withdrawal due to a defect is available only under statutory conditions. Where withdrawal results from a defect for which the Merchant is liable, the Merchant bears the cost of returning goods. Reimbursement of reasonably incurred costs is governed by law.
VI. Final Provisions
1. These Complaint Terms form an integral part of the General Terms and Conditions and Privacy Policy of the Website. Documents are available on the Merchant’s domain.
2. These Complaint Terms are effective from 01/01/2026.
Attachments – Downloadable Documents
Form for withdrawal from a distance contract
Form for reporting a defect of products and services