Returns and Refunds Policy
At VELU.ge, we aim to provide customers with transparent conditions for purchasing and returning products, as well as receiving refunds.
This Policy applies to products purchased through VELU.ge and to paid memberships. It is governed by the applicable laws of Georgia.
1. Product Returns Within 14 Days
Customers have the right to withdraw from a distance purchase contract and return products purchased through VELU.ge within 14 calendar days of receiving them, without providing a reason, except where statutory exceptions apply.
To exercise this right, the customer must send a clear withdrawal notice to info@velu.ge.
If an order is delivered in several separate parts, the 14-day period begins upon receipt of the final part.
2. Condition of Returned Products
Customers may inspect the nature, characteristics, and functioning of a product to the extent necessary to evaluate it.
If a product has been handled beyond what is necessary for such inspection, resulting in a reduction in its value, the customer may be held responsible for that reduction where permitted by law.
Opening the packaging does not automatically result in the loss of the right to withdraw.
Exceptions relating to broken seals or opened packaging apply only to products and circumstances specifically covered by law.
3. Returning the Product
After notifying the Company of withdrawal, the customer must return the product without undue delay and no later than 7 calendar days after submitting the notice, unless the Company arranges collection.
The return address and relevant shipping instructions will be provided when the return request is processed.
For returns made without giving a reason, the customer bears the direct cost of return shipping if they were informed of this obligation in advance and the law permits it.
For defective or nonconforming products, responsibility for return-related costs is determined in accordance with the customer's statutory rights.
4. Refund Processing Time
Where the customer lawfully withdraws from a contract, the Company will reimburse the relevant payment no later than 14 calendar days after receiving the withdrawal notice.
The refund includes the product price and the original standard delivery charge, where applicable.
If the customer selected a delivery method more expensive than the Company's standard option, the additional cost does not have to be reimbursed.
Where legally permitted, the Company may withhold reimbursement until:
- It has received the returned product; or
- The customer provides proof that the product has been sent back.
Whichever occurs first will apply.
Refunds are generally made through the original payment method. Another method may be used with the customer's appropriate agreement and without imposing additional charges.
5. When Does the Right to Return Without Giving a Reason Not Apply?
Georgian law provides exceptions to the 14-day withdrawal right in certain circumstances.
Subject to the relevant statutory requirements, examples include:
- Products made to a customer's individual specifications or clearly personalized;
- Products that are liable to deteriorate rapidly or have a short expiry period;
- Sealed goods that are unsuitable for return due to health protection or hygiene reasons after their seals have been broken;
- Sealed software, audio recordings, or video recordings that have been unsealed after delivery;
- Other cases expressly provided for under Georgian law.
These exceptions do not remove the customer's statutory rights concerning defective or nonconforming products.
6. Defective or Damaged Products
If a purchased product is defective, damaged, or does not conform to the agreed specifications, the customer may exercise the remedies provided by Georgian consumer protection law.
Depending on the applicable legal conditions, the customer may request:
- Free repair of the product;
- Replacement of the product;
- An appropriate price reduction;
- Termination of the contract and a refund.
The availability and order of these remedies depend on the nature of the defect and the applicable statutory requirements.
Statutory warranty rights for defective products are not limited to the 14-day withdrawal period.
7. Membership Cancellation and Refunds
VELU.ge operates as a paid membership platform. A standard membership lasts for 30 calendar days.
Customers may request membership cancellation at any time and choose between:
a) Immediate termination: Membership ends in accordance with the request, and any refund entitlement is determined under the applicable law.
b) Continuation until expiry: The customer retains membership privileges until the end of the paid period, while any subsequent automatic renewal is disabled.
Membership Fee Refunds
Unless a statutory exception applies, customers generally have the right to withdraw from a distance contract for membership services within 14 calendar days of entering into the contract.
If the customer expressly requested that membership services begin immediately, the amount payable for services already supplied, where applicable, shall be determined in accordance with Georgian law.
The Company does not impose refund restrictions that exclude mandatory consumer rights.
The unavailability or sell-out of a particular promotional product does not, by itself, automatically terminate a membership, because membership provides access to offers available on the Platform rather than a guarantee of purchasing any particular product. This does not restrict statutory claims where the service fails to conform to the contract.
8. If a Paid Product Is No Longer Available
If, after payment, it becomes clear that the ordered product is unavailable and the Company cannot fulfill the order, the customer will be offered:
- A full refund of the amount paid; or
- An alternative product, subject to the customer's express agreement.
Acceptance of an alternative product is entirely optional.
9. How to Request a Return or Refund
To submit a return or refund request, contact us at:
Email: info@velu.ge
We recommend including the following details:
- Order number or the telephone number associated with your account;
- Product name;
- Purchase and delivery dates, if known;
- Whether you are requesting a product return, membership cancellation, or warranty assistance.
For defective products, it is helpful to include a description of the problem and, where possible, photographs. Photographs are not a mandatory condition for exercising every statutory right.
The Company will provide the return address and any necessary instructions when appropriate.
10. General Provisions
This Returns and Refunds Policy forms part of the VELU.ge Terms and Conditions.
Any matter not expressly addressed in this Policy is governed by the applicable laws of Georgia.
Nothing in this Policy restricts mandatory consumer rights.
Company: LLC Digimart
Identification Number: 406551574
Website: https://velu.ge
Email: info@velu.ge