Return/Cancellation Policy
1. How and within what period should you initiate a return of a purchased product?
To initiate a return of a product, use the methods specified in the table.
Please note that you can initiate a return within 14 calendar days from the date of delivery of the product. After this period, you lose the right to return.
Platform / Website
Return initiation
Qaraveli.ge
Fill out the return form by clicking the return button from the order history
2. Persons responsible for returns
The return conditions for each product placed on the QARAVELI.GE platforms are determined by the traders (seller, performer, merchant) indicated on the product page on the QARAVELI.GE platforms. They themselves determine the rules for return, product evaluation and reimbursement to the user.
QARAVELI.GE is not responsible for the rules and conditions set by the traders (seller, performer, merchant) indicated on the product page on the QARAVELI.GE platforms and for the consequences caused by the fulfillment or non-fulfillment of the rules set by the trader (except when QARAVELI.GE itself is a trader).
QARAVELI.GE is only responsible for the return of products placed on the QARAVELI.GE platforms, product evaluation and reimbursement to the user, where the trader/seller field indicates LLC “Tineti” itself or any QARAVELI.GE platform.
3. How to return a product when the trader is not QARAVELI.GE?
In case of purchasing an online product, you must initiate a return using the return methods available on the QARAVELI.GE platforms specified in paragraph 1 of the Return Policy and/or in compliance with the rules of the merchant indicated on the product page.
Please note that:
The product can only be returned in accordance with the procedure specified by the seller.
4. How to distinguish the QARAVELI.GE return policy from the Merchant’s individual return policy, when is the QARAVELI.GE return policy valid and where are they located?
Depending on the variety of products and merchants, you may encounter QARAVELI.GE or third-party seller return policies on the platform, on the product page, or before purchasing the product, including:
On some platforms (e.g. Vendoo), you can find the product return policy on the product page, in the product description, on the product purchase page, or on the product page by clicking on the relevant information button, where the product return policy will appear in a window.
The QARAVELI.GE return policy applies only to products for which QARAVELI.GE (LTD “Tineti” or any of the QARAVELI.GE platforms) is indicated in the seller field or the third-party seller’s individual return policies are not indicated on the product page or before purchasing.
If you encounter a return policy individually on a product on the platform, the return policy indicated individually on the product applies, and where you do not encounter a return policy, this return policy applies.
5. How to return a product when the seller is QARAVELI.GE?
To initiate a product return, please use the methods specified in paragraph 1 of the return policy.
Please note that some services/products are not subject to return/cancellation in accordance with Georgian legislation, QARAVELI.GE rules and third-party seller rules.
6. What should you present when returning a product?
When returning a product, it is necessary to include all accompanying parts and documents provided/attached to you by the Company when the product was delivered to you (consignment note, payment confirmation document, warranty card, technical passport, other documents accompanying the product, product box, etc.).
7. Consequences of not presenting all accompanying documentation/parts when returning a product
If the product and/or the accompanying parts/documents show any changes, the Company reserves the right to question its authenticity/integrity and, accordingly, suspend the return procedure until investigation and diagnostic work is carried out, which may last no more than 14 business days. Depending on the condition of the product, you may be refunded part of the amount paid in accordance with this policy.
8. Product return period and place
If you want to return the goods, after sending the notification of withdrawal from the contract (return form), the goods must be returned to the company's logistics center within 7 calendar days; indicate your desire to return the item within 14 calendar days from the date of receipt and our courier will transport it from your address. The item is returned to our logistics center on working days (Monday-Friday) and from 10:00 to 18:00 at the following address: Tbilisi, Orkhevi, G. Amilakhvari St. N5
9. What to do if the product does not match your order?
First of all, contact the customer support team via the channels specified in the Communications section, if necessary, fill out the return form.
The company provides the return (transportation) of the product with its resources only in the following cases:
The product does not match the order or the technical specifications posted on the platform;
The product has a factory defect;
The product was damaged during transportation;
10. Restrictions on the right to return/initiate
The consumer does not have the right to withdraw from the contract and return the product:
a) the trader has fully provided the services provided for in the contract, he began to provide the services with the consumer's prior consent and the consumer knew that if the services were fully received, he would lose the right to withdraw from the contract;
b) the contract provides that the price of the delivered goods or services depends on a change in the financial market that the trader cannot control and that occurred within the period established by this Law for exercising the right to withdraw from the contract;
c) the goods or services are manufactured/performed by the consumer's individual order;
d) the delivered goods are perishable or have a short shelf life;
e) the consumer was supplied with hermetically sealed goods, the hermeticity of which was broken after delivery and, therefore, the return of the goods is impossible due to compliance with health or hygiene standards;
f) the delivered goods, due to their characteristics, were inseparably combined with other goods at the time of delivery;
g) in accordance with the terms of the contract, the consumer called the trader to provide emergency repair/technical services. This restriction does not apply to additional services provided outside the scope of this visit;
h) a sealed audio or video recording or software and its seal was broken after delivery;
i) magazines, newspapers or other periodicals, except for the case when their/its supply is based on a subscription contract;
j) the consumer purchased the product as a result of a public auction;
k) The contract was concluded for the transfer of real estate for non-residential purposes, the transportation of goods, the rental of a vehicle, the organization of meals or services related to recreation and it indicates a specific date or period for the performance of the contract;
m) The digital content was delivered to the consumer by a non-permanent carrier and the performance of the contract began with the consumer's prior consent.
n) The contract provides for the delivery of alcoholic beverages, the price of which was agreed upon at the time of conclusion of the contract, and the delivery will take place after 30 days, in addition, the said price depends on market fluctuations that the trader cannot control;
o) Tickets for sports or cultural events, unless the possibility of return is indicated on the product page.
o) If the consumer has damaged the product;
p) If the product is not in Georgia and its order/delivery is made on the basis of your order. For example, Trendyol products.
r) A product worth up to 30 GEL.
s) Hygiene products.
t) In other cases specified by law.
t) In other cases specified by the seller/trader.
11. Consequences of Refusal to Return the Product
If the product and/or the accompanying parts/documents are used/damaged, have been altered and/or have not maintained their marketable appearance, the Company reserves the right to question its authenticity/imperfections. If, after passing the inspection procedure, the product is found to have the above-mentioned changes/imperfections, the Company reserves the right not to return the product. The Company will inform you of its decision within 7 calendar days of the product being delivered to the logistics center or as soon as possible. In such a case, the Customer is obliged to ensure that the product is removed from the Company’s logistics center within 7 calendar days.
If the product delivered to the logistics center and/or the accompanying parts/documents have obvious defects/changes that are caused by the user's influence and do not require additional inspection, the Company reserves the right to inform the user on the spot of the decision and refuse to return/deliver the product.
12. Criteria for evaluating the returned product and the amount of compensation for the user
In the event of a return of Qaraveli.ge products purchased by the user on the Qaraveli.ge platforms, the Company will evaluate the product and refund the amount as follows:
100% will be reimbursed if the factory packaging of the product is undamaged or has been opened for the purpose of testing the product (to check its functionality) and as a result of the inspection it was determined that the product to be returned by the user has retained all functional characteristics and no visual defects are observed, and all accompanying documents/parts are also accompanied by them undamaged/unchanged. (Exception! When the manufacturer has determined that opening the product is a product defect and the consumer has returned such a product in an opened state. In such cases, the refund condition is determined in the amount of 50-80%).
Up to 50-80% if the factory packaging of the product is damaged (the packaging is torn, the product characteristics on the packaging are damaged (product barcodes/visuals/brand trademark/product visuals and other product identification information on the packaging) and/or as a result of the inspection, it was determined that the product to be returned by the consumer has retained all functional characteristics, however, there are minor visual defects that do not significantly affect the appearance of the product.
Up to 10-50% if as a result of the inspection, it was determined that the product to be returned by the consumer has not retained all functional and/or visual characteristics and/or is not accompanied by all accompanying documents/parts, although it has retained its main functions.
Up to 1-10% if as a result of the inspection, it was determined that the product to be returned by the consumer has visually or is functionally damaged and does not maintain its basic functions. In such a case, Qaraveli.ge may refuse to return the product.
Accompanying documents/parts: When returning the product, the product must be accompanied by all accompanying parts and documents provided at the time of purchase (waybill, payment confirmation document, warranty card, technical passport, other documents accompanying the product, product box, etc.).
Please note that!: The merchant/seller's products are evaluated by the seller or service center themselves, respectively, the seller/merchant or service center determines the criteria and conditions for evaluating and refunding the returned product for their products. These rules may differ from the conditions specified by Qaraveli.ge.
13. Rules for refunding the user after returning the product/cancelling the order
The user is refunded after returning the product, in accordance with this policy.
The Company will refund the customer within 14 calendar days of completing the return form.
The corresponding price of the returned product will be refunded to you using the payment method used to place the order. In addition, if 3 calendar days have passed since the order was placed, you must provide proof of payment for the refund. (Exception: in case of payment by cash/payment machines, the customer will be reimbursed by bank payment methods to the customer's bank account number specified by the customer (in case of choosing the specified method, the customer must submit bank details in the form of a document by sending it to the Qaraveli.ge platform email or chat) or to the customer's account/balance/electronic wallet (Qaraveli.ge).
Exception: if the returned product is subject to inspection by the service center/relevant inspection body, the amount will be reimbursed in accordance with the conclusion of the service center, no later than 7 calendar days from the date of receipt of the conclusion issued by the service center.
14. Rules for returning products purchased on installments
Return of products purchased on installments and/or cancellation of installments is possible only with the consent of the Company, taking into account these return rules and the current legislation of Georgia.
Return of products purchased on installments may not be possible if the Customer purchases returnable and non-returnable products on installments together.
15. Rules for returning products purchased on promotions
When returning a product purchased on promotions, if the return violates the terms of the promotion, the Company has the right to require the Customer to return the benefits received from the promotion.
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