Return Policy

1. Return Conditions

1.1. According to Article 13 of the Georgian Consumer Protection Law, except for the exceptions established by Article 14 of the same law, the customer has the right to cancel a distance contract without providing a reason within 14 calendar days.

1.2. This period is calculated as follows:

1.2.1. In case of a service contract – from the conclusion of the contract;

1.2.2. In case of a purchase contract – from the moment the customer or a third party designated by the customer (except the carrier) receives the goods;

1.2.3. In case of an order placed in parts – from the moment the customer or a third party designated by the customer (except the carrier) receives the last item;

1.2.4. In case of a contract for regular delivery of goods – from the moment the customer or a third party designated by the customer (except the carrier) receives the first item.

2. Return Procedure

2.1. If you wish to return an item, you must contact us or complete the Return Form.

2.2. The right to initiate a return is granted from the moment the goods are handed over and is valid for 14 calendar days from the date of receipt.

2.3. If you do not initiate the return within 14 calendar days by completing the Return Form, you will lose the right to return the item. The burden of proving that the right to cancel the contract was exercised within the established period rests with the customer.

2.4. The customer loses the right to cancel the contract once the service has been fully received.

3. Exceptions

3.1. The customer does not have the right to cancel the contract if:

3.1.1. The price of the goods or services does not exceed 30 GEL;

3.1.2. The company has fully performed the service, the service began with the customer’s prior consent, and the customer was aware that once the service was fully received, they would lose the right to cancel the contract;

3.1.3. The customer received hermetically sealed goods, the seal was broken by the customer after delivery and, therefore, the goods cannot be returned due to health or hygiene requirements;

3.1.4. The supplied goods or services were made to the customer’s individual order or are clearly tailored to the customer’s personal needs;

3.1.5. The supplied goods are perishable or have a short expiration period;

3.1.6. At the time of delivery, due to their characteristics, the supplied goods became inseparably mixed with other goods.

4. Obligation to Inform the Company

4.1. If you wish to return goods under a distance contract, you must send the completed Return Form to info@supta.ge, or submit/send it to the following address: 162 M. Tsinamdzghvrishvili St., Tbilisi, Georgia. The form must include the following information:

4.1.1. Customer’s full name, order date, mobile number, email address, order number and customer’s signature (if the form is completed on paper).

4.2. After completing the Return Form, the customer has 2 working days to return the item to the company. After this period, the company is not obligated to accept the returned item.

4.3. The company will arrange the return transportation using its own resources only in the following cases:

4.3.1. The product does not correspond to the order or the technical specifications published on the website;

4.3.2. The product has a manufacturing defect;

4.3.3. The product was damaged during transportation.

4.4. If the item and/or any accompanying parts/documents show any changes, the company reserves the right to question its authenticity/condition and, accordingly, suspend the return procedure until investigative and diagnostic work has been completed. This process may take up to 14 working days. Depending on the condition of the item, only part of the amount paid may be refunded.

4.5. When returning an item, it must be accompanied by all parts and documents provided or attached by the company at the time of delivery, including the delivery note, proof of payment, warranty card, technical passport, other accompanying documents, product packaging, etc.

4.6. If a manufacturing defect is identified more than 14 calendar days after receiving the item, the customer must proceed in accordance with the applicable warranty conditions (if any).

4.7. Items are not subject to return in cases specified by law (hygiene products, items priced up to 30 GEL, etc.).

5. Refund Procedure

5.1. The company will refund the customer within 14 calendar days of completion of the Return Form.

5.2. If the returned item requires inspection by a service center, the refund will be processed in accordance with the service center’s conclusion, no later than 7 calendar days after the report is received.

5.3. The amount corresponding to the returned item will be refunded using the payment method used by the customer when placing the order. An exception applies to payments made in cash or through a payment terminal — in such cases, the refund will be made by bank transfer to the bank account specified by the customer.

5.4. If the item and/or any accompanying parts/documents show any changes, the company reserves the right to question its authenticity/condition and, accordingly, refund only part of the amount paid, based on the assessment of the item.