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Return and Exchange

Unconditional return policy

  • The user has the right, without giving any reason, to withdraw from a distance contract and/or an off-premises contract within 14 calendar days.

This period is counted from:

  • in the case of a service contract - from the conclusion of the contract;
  • in the case of a contract for the sale of goods - from the moment the user, or a third party designated by them (other than the carrier), takes possession of the goods;
  • in the case of an order of goods in parts by the user - from the moment the user, or a third party designated by them (other than the carrier), takes possession of the last item;
  • in the case of a contract for the regular (periodic) delivery of goods - from the moment the user, or a third party designated by them (other than the carrier), first takes possession of an item.

Return conditions

  • To exercise the right to an unconditional return, the user must complete the item return form (see our website) and send it to the following email: [email protected]
  • In the event of withdrawal from the contract, the user is obliged to:
    • return the goods to the merchant or a third party designated by them immediately after sending the notice of withdrawal from the contract, but no later than 7 calendar days;
    • bear the direct costs associated with returning the goods.
  • If the characteristics of the item do not correspond to the data indicated on the site, the item has an inherent defect, or the item is damaged as a result of transportation, the merchant ensures the return of the products at their own expense.
  • The user is obliged to return the item in full, together with all accompanying documents.
  • Within 14 calendar days of receiving the notice of return, the merchant is obliged to refund the amount paid by the user. The merchant has the right to withhold the refund until they receive the goods back or receive from the user a document confirming dispatch of the goods, whichever occurs earlier.
  • The refund will be made using the same means of payment the user used, unless the user agrees to the use of another means of payment.
  • The user's withdrawal from a distance contract automatically results in withdrawal from the associated contract and restoration of the original state.
  • As a result of withdrawal from the contract, the obligations undertaken by the parties under the distance contract are extinguished, and whatever the parties received through its performance is returned to them. In the event of withdrawal from a distance contract, the user is obliged to bear the cost of returning the goods;
  • In the event of withdrawal from the contract, the user shall not bear any costs (including delivery costs), except where the user chose a delivery service more expensive than the standard delivery service offered by the merchant, or the value of the goods decreased as a result of use not related to establishing the nature, characteristics, and functioning of the goods. The user shall not be liable to cover the difference arising from the decrease in the value of the goods if the merchant did not provide them with full information about the right of withdrawal provided for by this law.
  • The user is obliged to send the merchant the completed return form or other unambiguous evidence reflecting the user’s decision to return the goods within 14 calendar days. If, within this period, the user does not complete the return form or present other unambiguous evidence to the merchant, the user loses the right to return the item without giving any reason.

Exceptions to withdrawal without giving any reason

  • the contract provides that the price of the supplied goods or services depends on changes in the financial market that the merchant cannot control;
  • the supplied goods or services are made to the user's individual order;
  • the supplied goods are perishable or have a short shelf life;
  • the user was supplied with hermetically sealed goods, their seal was broken after delivery, and the goods cannot be returned for reasons of health or hygiene;
  • the supplied goods, due to their characteristics, were inseparably mixed with other goods at the time of delivery;
  • the contract provides for the supply of a ticket to a sporting or cultural event, except where the contract specifies the possibility, rules, and conditions for returning that ticket;
  • the user does not have the right to withdraw from goods or services whose price does not exceed 30 GEL.

Force majeure

  • Neither party is liable for the full or partial non-performance of an undertaken obligation if the non-performance is caused by natural and technological disasters, fire, military action, or governmental decisions, and these events began or developed after the order was placed.
  • If any of the listed circumstances directly affects the period for performance of a party’s obligations as defined by these consumer terms and conditions, this period shall be extended in accordance with the duration of the force majeure circumstance.
  • The party affected by a force majeure circumstance is obliged to notify the other party of such circumstance, its possible duration, and its termination.
  • The facts stated in the notice must be confirmed by the relevant region’s trade, industrial, or other competent body.
  • Failure to notify, or late notification, deprives the party of the right to invoke the above force majeure events as grounds for release from liability.

To submit a request, the user should complete the form provided or contact Crocoshop.ge using whichever communication channel is convenient for them:

Email - [email protected]

Tel.: 032 2 80 02 02