Online purchase, delivery, subscription: what to do under Georgian law

What to do

1. Classification: for a distance or off-premises contract, withdrawal without reason is possible within 14 calendar days (Law of Georgia on the Protection of Consumer Rights, Art. 13). For goods the period runs from receipt of possession (not from the carrier) (Art. 13); for a service, from conclusion of the contract (Art. 13). Check the exceptions: there is no right of withdrawal for individually made goods, perishable goods, opened hygiene products and recordings or software, a service fully performed with the consumer’s consent, tickets, and others (Art. 14).
2. Withdrawal: it is enough to send an unambiguous statement before the period expires; the consumer must prove that it was timely (Art. 13). If the seller did not inform you of the right of withdrawal, the period is extended by 12 months (Art. 13). If the seller informed you later, the period is 7 days from receipt of that information (Art. 13).
3. Payments: the seller refunds everything, including standard delivery, no later than 14 calendar days from receipt of the notice (Art. 15). However, it may wait for the return of the goods or proof of their dispatch (Art. 15). The consumer must send the goods back no later than 7 calendar days after the notice and pays only the direct return costs (Art. 15).
4. Non-delivery: delivery must take place no later than 30 calendar days from conclusion of the contract, unless otherwise agreed (Art. 7). For delay, give a reasonable additional period; then withdraw from the contract and claim damages (Art. 7). The risk of loss of the parcel passes to the consumer only upon actual receipt (Art. 8). A defect is treated as a defect of goods (repair or replacement).
5. Subscription and automatic charges: a term providing for automatic renewal without the consumer’s consent is void (Art. 22). A debit initiated by the payee for an amount not exactly specified, or beyond what was expected, may be refunded through the bank within 8 weeks, and the bank must reply within 10 business days (Law of Georgia on Payment Systems and Payment Services, Art. 34).
6. Procedure: written statement to the seller (dated) → the bank that processed the charge → Competition and Consumer Protection Agency (კონკურენციისა და მომხმარებლის დაცვის სააგენტო) or court (Consumer Rights Law, Art. 28).
7. Evidence: screenshots of the order and terms; proof of payment; date of receipt; the sent withdrawal notice; return tracking number.
8. Pitfalls: a withdrawal notice given by phone leaves no trace, so you will not be able to prove it was timely; with a foreign seller, start with the bank and the platform.

Be sure to check

• the 14-day withdrawal period and when it starts
• the time for the seller’s refund and the time for sending the goods back
• exceptions to the right of withdrawal
• non-delivery and unauthorised charges — what to do and where to apply