Below are the conditions for product exchanges and refunds requested by the customer.

Exchange and return conditions

  • Prior agreement: The company considers exchange and refund requests only individually, as an exception, and by prior written agreement via email.
  • Condition and packaging: The product must be completely undamaged and presented in its original packaging.
  • Deadline: The request must be submitted no later than 7 calendar days after delivery. For exchanges, this period is counted from the date on the delivery note.
  • Excluded products: Products purchased under an individual order are not eligible for exchange; products purchased under a special order are not eligible for a refund. Clearance products are eligible for neither exchange nor refund.
  • Account credit: For an exchange or return, the customer may leave the amount in the company’s account as a credit without deductions and use it for a current or future purchase.
  • Company’s right to refuse: The company reserves the right to refuse an exchange or return if the conditions on this page or other additional criteria important to the company are not met.
  • Return location: The customer must return the product to the warehouse from which it was delivered.
  • 10% deduction before delivery: If the request is made before delivery and the product has not yet been handed over, a 10% deduction applies in the event of a refund.
  • 20% deduction for a customer-requested refund: For a refund at the customer’s request, 20% of the amount paid is deducted to cover service, transport and administrative costs.

Online sales exchange and return rules

Online sales exchange and return rules

Right to withdraw from a distance contract or a contract concluded outside a showroom/warehouse

  • 1. Except for the exceptions established by Article 14 of this Law, the consumer has the right to withdraw from a distance contract and/or a contract concluded outside the trader’s premises within 14 calendar days, without giving any reason. This period shall be calculated:

    ა) in the case of a service contract — from the conclusion of the contract;

    ბ) in the case of a sales contract — from the time the consumer or a third party designated by the consumer (other than the carrier) takes possession of the goods;

    გ) where the consumer orders goods in several lots — from the time the consumer or a third party designated by the consumer (other than the carrier) takes possession of the last item;

    დ) in the case of a contract for the regular (at specified intervals) supply of goods — from the time the consumer or a third party designated by the consumer (other than the carrier) first takes possession of an item.

  • 2. If the consumer withdraws from the contract, the consumer shall not incur any costs (including delivery costs), except where the consumer has chosen a delivery service more expensive than the standard delivery service offered by the trader, or where the value of the goods has diminished as a result of use beyond what is necessary to establish the nature, characteristics and functioning of the goods. The consumer shall not be required to cover the difference resulting from the diminished value of the goods if the trader has not provided the consumer with complete information on the right of withdrawal provided for by this Law.

  • 3. The consumer’s withdrawal from a distance contract automatically results in withdrawal from the related contract and restoration of the original situation.

  • 4. Within the period established by paragraph 1 of this Article, the consumer shall send the trader a completed form or other unambiguous evidence reflecting the consumer’s decision to return the goods. The burden of proving that the right of withdrawal under this Article was exercised within the prescribed period lies with the consumer.

  • 5. When completing the form provided for in paragraph 4 of this Article, the trader may not require the consumer to provide information other than the following in order to withdraw from the contract:

    ა) the name, physical address, fax number and email address specified by the trader;

    ბ) date of the order;

    გ) date on which the order was received;

    დ) consumer’s name;

    ე) consumer’s address;

    ვ) consumer’s signature (if the form is completed on paper);

    ზ) date on which the form is completed.

  • 6. The trader is entitled to receive the form provided for in paragraph 4 of this Article electronically. Information confirming receipt of that form shall be provided to the consumer immediately on a durable medium.

  • 7. The consumer may exercise the right of withdrawal within the period established by paragraph 1 of this Article if the consumer sends the trader notice of withdrawal before that period expires. The burden of proving that the right of withdrawal was exercised in accordance with this Article lies with the consumer.

  • 8. If the trader does not provide the consumer with information about the right to return goods or services provided for by this Law, those goods or services may be returned within 12 months after the expiry of the period established by paragraph 1 of this Article.

  • 9. If the trader provides the consumer with information about the right of withdrawal within 12 months from the moment the period established by paragraph 1 of this Article begins to run, the 7-day period for returning goods or services shall be calculated from receipt of that information.

Exceptions relating to withdrawal from a contract without giving any reason

  • 1. The right of withdrawal provided for by this Law does not apply to contracts concluded in the financial and insurance sectors that are regulated by the relevant subordinate normative act, except for a loan agreement secured by immovable property concluded outside the trader’s premises, if the consumer has not begun using the loan amount.

  • 2. The consumer has no right to withdraw from the contract if:

  • ა) the trader has fully provided the service stipulated by the contract, began providing the service with the consumer’s prior consent, and the consumer knew that, upon full receipt of the service, the consumer would lose the right to withdraw from the contract;

  • ბ) the contract provides that the price of the supplied goods or services depends on a change in the financial market which the trader cannot control and which occurred within the period established by this Law for exercising the right of withdrawal;

  • გ) the supplied goods or services are made to the consumer’s individual order or are clearly tailored to the consumer’s personal needs;

  • დ) the supplied goods are perishable or have a short shelf life;

  • ე) sealed goods were supplied, their seal was broken after delivery and, consequently, the goods cannot be returned for health protection or hygiene reasons;

  • ვ) owing to their characteristics, the supplied goods were inseparably mixed with other goods at the time of delivery;

  • ზ) under the terms of the contract, the consumer called the trader to provide urgent repair/technical services. This restriction does not apply to additional services provided during that visit beyond the specified services;

  • თ) sealed audio or video recordings or software were supplied, and their seal was broken after delivery;

  • ი) newspapers, magazines or other periodical publications were supplied, except where their delivery is based on a subscription contract;

  • კ) the contract was concluded as a result of a public auction;

  • ლ) the contract was concluded for the transfer of immovable property for non-residential purposes, carriage of goods, rental of a means of transport, catering or leisure-related services, and specifies a particular date or period for performance of the contract;

  • მ) digital content was supplied on a non-tangible medium, performance of the contract began with the consumer’s prior consent, and the consumer knew that this would result in loss of the right to withdraw from the contract;

  • ნ) the contract provides for the supply of alcoholic beverages, the price of which was agreed at the time of conclusion of the contract and whose delivery will take place after 30 days, while that price depends on market fluctuations which the trader cannot control;

  • ო) the contract provides for the supply of a ticket to a sporting or cultural event, except where the contract sets out the possibility, rules and conditions for returning that ticket.

Consequences of withdrawal from a contract

  • 1. As a result of withdrawal from a contract, the obligations undertaken by the parties under a distance contract or a contract concluded outside the trader’s premises are extinguished, and what the parties received in performance of it is returned to them.

  • 2. In the event of withdrawal from a contract, the trader shall:

    ა) reimburse the consumer in full for the amount paid and, where applicable, the amount paid to cover delivery costs, without undue delay and no later than 14 calendar days after receiving the notice of withdrawal. The trader is not required to reimburse the amount paid to cover additional costs related to the consumer’s choice of non-standard delivery or delivery more expensive than the delivery service offered by the trader;

    ბ) reimburse the amount using the same means of payment used by the consumer, except where the consumer agrees to use another means of payment and incurs no additional cost.

  • 3. In the event of withdrawal from a sales contract, the trader may refuse to refund the amount until the trader has received the goods back or received from the consumer a document confirming dispatch of the goods, whichever occurs first, except where the trader has undertaken to collect the goods personally.

  • 4. In the event of withdrawal from a contract, the consumer shall:

    ა) return the goods to the trader or a third party designated by the trader immediately after sending notice of withdrawal, but no later than 7 calendar days thereafter, except where the trader has undertaken to collect the goods personally;

    ბ) bear only the direct (immediate) cost of returning the goods, except where the trader has undertaken to bear that cost or has not provided the consumer with information that this cost would arise in the event of returning the goods. In the case of a contract concluded outside the trader’s premises, where the goods are delivered to the consumer’s home, the trader must collect the goods back at the trader’s own expense if, owing to the nature of the goods, they cannot be returned by post.