Terms for Unconditional Return of Goods

The customer has the right to cancel the distance contract without providing any reasons and to return the goods within 14 (fourteen) calendar days after receipt.

With the expiration of this term, the customer loses the right to request an unconditional return of the item.

Veli.store will cover the cost of returning items within the Tbilisi area, ensuring users can return them within 2 working days. The return will be completed within 5 working days after the application is submitted for larger and smaller regions. The return may take 7 to 10 working days in the mountainous areas.

How do I submit a product return request?

• You can reach the Veli.store support team by emailing [email protected] or through our call center at 0322 560505.
• To return a product, please ensure that it is accompanied by all related parts and documents provided at the time of purchase. This includes the warranty sheet, technical passport, and other accompanying documents. Additionally, the product must be in its original, undamaged packaging (note that this dosn't refers, that the box was opened along with any accessories.
• If the product cannot be returned due to missing items, you will be notified within 48 hours after theVeli.store will receives your notification, and the product will be sent back to you.
• Veli.store representatives will contact you within 24 hours after receiving the application regarding the return procedure.
• If the product is subject to unconditional return, the refund will be made within 5 working days after receiving the notification.
• Refunds will be made using the same means of payment that the customer used unless the customer agrees to use another payment method.

Products cannot be returned unconditionally if any of the following conditions apply:

• The purchased product is perishable or has a short shelf life.
• The product is a hermetically sealed item, its airtightness has been broken after delivery and therefore the product cannot be returned for health or hygiene reasons.
• The delivered product was inseparably combined with another product due to its characteristics at the time of delivery.
• The product is a sealed audio-video recording or software, and seal has been broken after delivery.
• The product is a magazine, newspaper, or other periodical publication (unless their delivery is based on a subscription contract).
• The product is a ticket for a sports or cultural event unless the contract specifies the possibility, rules, and conditions of returning the said ticket.
• The price of the product does not exceed 30 GEL.
• The product is missing any parts or documents that were included at the time of purchase.
• The packaging (box, bag, seal) is damaged by the user, which cannot be restored to its original state (does not mean opening the package).

Result of the product non-return

In case when, due to the customer's fault, the courier company fails to deliver the products purchased on the Veli.store platform at the time/address specified by the customer, the Veli.store support team will contact the customer again within a reasonable time and specify the desired time/address for product delivery. If, due to the fault of the customer, it is not possible to contact him repeatedly or to deliver the products purchased to the customer repeatedly in the period/address desired by the customer, Veli.store reserves the right to cancel the order 10 (ten) days after the execution of such an order and return the amount paid to the customer no later than 5 (five) days.