POLICIES
RETURNS AND REFUNDS
What to do if an order is wrong, damaged or not as described.
TELL US ABOUT A PROBLEM
Check your order when you receive it. If something is missing, spoiled, damaged or different from what you ordered, contact the branch promptly. Do not consume food that appears unsafe.
Please give the order number, date, product and a short description. Photos and proof of purchase help us investigate. Reporting a problem after the courier leaves does not by itself remove your legal rights.
INCORRECT OR DEFECTIVE PRODUCTS
We will assess the issue and arrange an appropriate remedy under Georgian consumer law. Depending on the circumstances, this can include a replacement, a price reduction or a refund. Necessary costs of remedying a defect are borne by the seller where the law requires.
Contact us before sending food back so collection or safe handling can be agreed. Opened packaging does not automatically defeat a valid claim about a defect.
CHANGING YOUR MIND
Where the statutory right to withdraw from a distance contract applies, the usual period is 14 calendar days. Georgian law contains exceptions, including rapidly perishable or short-life goods and goods made to individual specifications. These exceptions do not remove rights concerning defective or incorrect products.
The applicable rule depends on the product and transaction; selecting a standard bundle or number of people does not by itself make an order individually manufactured. Ask us if you are unsure.
These special statutory distance-sale rules do not apply to goods or services priced at ₾30 or less. Rights concerning a defective or incorrect product remain separate.
For eligible withdrawal, send a clear notice through our contact details: “I withdraw from order [number], for [products], received on [date]. My name and contact details are [details].” You may use another unambiguous statement. Return the goods within seven calendar days after sending notice, unless we offered collection. Direct return costs are yours only if disclosed in advance and we have not agreed to cover them.
For eligible withdrawal, reimbursement is made without undue delay and within 14 calendar days after we receive notice, including the original standard-delivery cost. Extra cost for a premium delivery option need not be refunded. We use the original payment method unless you agree to another at no extra cost. Unless we offered collection, reimbursement may be withheld until we receive the goods or proof of dispatch, whichever happens first. These withdrawal conditions do not replace defective-product remedies.
CANCELLATIONS AND REFUNDS
To change or cancel a real order, contact the branch as soon as possible. We will confirm what can be changed, taking account of preparation and your statutory rights. Cancellation is not confirmed merely by closing the website.
Where you are entitled to a refund, we will confirm the amount, method and applicable legal deadline. A statutory refund does not depend on discretionary approval, and no arbitrary percentage will be withheld.
YOUR LEGAL RIGHTS
Nothing in this draft limits mandatory consumer rights. Unresolved consumer complaints may be referred to the Georgian Competition and Consumer Agency or a competent court.