Return Policy | Supta.ge

Return Policy

1. 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.
• 1.1. This period is calculated as follows:
  1.1.1. In case of a service contract – from the conclusion of the contract.
  1.1.2. 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.
  1.1.3. 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.
  1.1.4. In case of a regular delivery contract – from the moment the customer or a third party designated by the customer (except the carrier) receives the first item.

1. 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 filling out the return form, you lose the right to return the item. The burden of proving the return initiation within the established period is on the customer.
   2.4. The customer loses the right to cancel the contract once the service has been fully performed.

1. 3. Exceptions to the Right of Return
   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, it began with the customer’s prior consent, and the customer was aware that once the service is fully received, they would lose the right to cancel the contract.
   3.1.3. The customer received hermetically sealed goods, which became unsealed by the customer after delivery and thus cannot be returned due to health or hygiene standards.
   3.1.4. The goods are custom-made or clearly tailored to the customer’s personal needs.
   3.1.5. The goods are perishable or have a short expiration date.
   3.1.6. The goods have become inseparably mixed with other items after delivery.

1. 4. Obligation to Inform the Company
   4.1. If you wish to return the goods under the distance contract, you must send the completed form (available at: https://supta.ge/ka/returnform) to the email address info@supta.ge or submit it to the address: Tbilisi, M. Tsinamdzgvrishvili St., N162, including 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, you have 2 working days to return the item to the company. (After this period, the company is not obligated to accept the return).
   4.3. The company will arrange the return (transportation) at its expense only in the following cases:
• 4.3.1. The product does not correspond to the order or the technical specifications 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 or any accompanying parts/documents show any changes, the company reserves the right to question its authenticity/integrity and suspend the return procedure for investigation and diagnostic work, which may last up to 14 working days. Depending on the item’s condition, a partial refund may be issued.
  4.5. When returning an item, it must include all parts and documents that were handed over to you at the time of delivery (invoice, payment receipt, warranty card, technical passport, other accompanying documents, packaging, etc.).
  4.6. If a manufacturing defect is discovered after 14 calendar days of receiving the item, the customer must act according to the warranty conditions (if applicable).
  4.7. Items are non-returnable in cases specified by law (hygiene products, items under 30 GEL, etc.).

1. 5. Refund Procedure
   5.1. The company will refund the customer within 14 calendar days of receiving the completed return form.
   5.2. If the returned item requires inspection by a service center, the refund will be processed based on the service center’s conclusion, within 7 calendar days of receiving the report.
   5.3. Refunds will be made using the payment method originally used by the customer (except in cases of cash payments, where refunds will be made via bank transfer to the customer’s specified bank account).
   5.4. If the item or accompanying parts/documents show any changes, the company reserves the right to question its authenticity/integrity and refund only a portion of the paid amount based on the item’s assessment.