Returns & Cancellations

1. Right of withdrawal

Under Georgian law (the Law on Consumer Rights Protection), customers may withdraw from a distance contract within 14 calendar days from receiving the product, without giving any reason.

2. Return window

The 14-day window starts on the day you (or a third party other than the courier) physically receive the goods. The deadline is met if the request is sent before the window expires.

3. Return conditions

To return a product:

• It must be in its original condition — unused and undamaged
• Original packaging, tags and labels must be preserved
• A proof of purchase (receipt, invoice or order number) must be included
• Any included gifts or promotional items must also be returned

4. Exceptions

The following are not eligible for return:

• Custom-made or personalized items
• Hygiene products with opened/used packaging
• Food items with a short shelf life
• Digital goods or activated gift cards

5. How to return

1. Open "My Orders" in your account and select the relevant order.
2. Click "Request return" and (optionally) provide a reason.
3. After approval, our manager will contact you to arrange pickup.
4. Our courier will collect the parcel at our cost (unless the return is by your choice — in which case the customer covers shipping).

6. Refund

Once we receive the returned product, we will:

• Inspect its condition within 3 business days
• Issue the refund within 14 calendar days after approval
• Use the same payment method that was used for the original transaction
• Refund the full product price; shipping fees are refunded only when the return is caused by our error or a defect

7. Order cancellation

You can cancel your order free of charge until it is handed over to the courier. Cancellation requests can be sent through "My Orders" or by contacting us.

If the order has already been dispatched, please follow the return process described in section 5.

8. Damaged items

If your product arrives damaged, defective or incomplete, please:

• Inspect the packaging at the moment of delivery
• If possible, refuse delivery and tell the courier the reason
• Contact us within 48 hours and attach photo evidence
• We will offer a free replacement or a full refund — your choice

For manufacturing defects we replace the product or refund the price within 2 years from delivery, in line with the Law on Consumer Rights Protection.

9. Need help?

For any return-related question please contact us via the details below — we are happy to help.