Return & Refund Policy – SoundPEATS Georgia

Effective Date: November 19, 2025
Last Updated: November 19, 2025

Introduction

At SoundPEATS Georgia, we want you to be completely satisfied with your purchase. This Return & Refund Policy explains your rights and our process for returns and refunds.

Legal Entity:
ინდ მეწარმე შოთა მამისაშვილი (Individual Entrepreneur Shota Mamisashvili)
Registration Number: NAP50001001301
Address: Tsotne Dadiani 7b, Tbilisi, Georgia
Email: [email protected]
Phone: +995 571 084 585

1. Your Return Rights

1.1 Standard Return Period

You have 14 calendar days from the date of delivery to return a product for any reason.

Conditions:

Product must be UNOPENED and in original packaging
All original accessories, manuals, and packaging must be included
Product must be in resalable condition
You must have proof of purchase (order confirmation email)

1.2 Defective Products

If you receive a defective or damaged product:

You can return it even if the packaging has been opened
We will provide a full refund or replacement (your choice)
We will pay return shipping costs
Extended timeframe: Report defects within 6 months (see section 9)

2. Georgian Consumer Rights (Legal Protection)

Under the Law of Georgia on Consumer Rights Protection (2022), you have special protections:

2.1 Six-Month Defect Presumption

If you discover a defect within 6 months of receiving the product:

It is legally presumed that the defect existed before delivery
We must prove that the defect was caused by you (not you proving it was our fault)
This protects you from being blamed for manufacturer defects

2.2 Non-Conforming Products

If the product doesn’t match the description on our website:

You can return it for full refund
You can request a replacement
We pay all return costs

2.3 Mandatory Consumer Rights

Right to return within reasonable period (we set 14 days)
Right to refund for defective products
Right to complain to Georgian Competition and Consumer Agency

3. What Can Be Returned

3.1 Returnable Products

✅ Accepted Returns:

Unopened headphones/earbuds in original sealed packaging
Defective products (even if opened)
Products that don’t match description
Products damaged during shipping
Wrong product sent by mistake

3.2 Non-Returnable Products

❌ NOT Accepted:

Opened headphones/earbuds (hygiene reasons) – UNLESS defective
Products with missing accessories or packaging
Products damaged by customer misuse
Products with removed or damaged serial numbers
Products purchased from unauthorized sellers (we only honor purchases from soundpeatsgeorgia.com)

4. Return Process (Step-by-Step)

Step 1: Contact Us

Within 14 days of delivery, email us at:
[email protected]Subject: “Return Request – Order [your order number]”

Include:

Your full name
Order number
Product name and model
Reason for return
Photos (if defective or damaged)

Step 2: Wait for Approval

We will respond within 2 business days with:

Return approval or denial
Return shipping instructions
Return address

Step 3: Ship the Product Back

Pack the product securely in original packaging
Include all accessories, manuals, and packaging materials
Ship to the address we provide
Keep tracking receipt (proof of return)

Return Address:
ინდ მეწარმე შოთა მამისაშვილი
Tsotne Dadiani 7b
Tbilisi, Georgia
Phone: +995 571 084 585

Step 4: We Inspect the Return

Once we receive your return:

We inspect within 3 business days
We verify product condition
We check all items are included

Step 5: Refund Processed

If approved:

Refund processed within 7-14 business days
Refund issued to original payment method
You receive email confirmation

5. Return Shipping Costs

5.1 Customer’s Responsibility (Standard Returns)

If you return a product for personal reasons (changed mind, wrong color, etc.):

❌ You pay return shipping costs
Recommended: Use courier service with tracking
We do NOT provide prepaid return labels

5.2 Our Responsibility (Defective/Wrong Products)

If the product is defective, damaged, or we sent the wrong item:

✅ We pay return shipping costs
We will arrange courier pickup OR
We will reimburse your shipping costs (keep receipt)

6. Refund Process

6.1 Refund Method

Refunds are issued to original payment method only
Paid by card → Refund to same card
Paid by BOG banking → Refund to same account
We do NOT provide cash refunds or bank transfers

6.2 Refund Amount

Full Refund Includes:

Product price
Original shipping costs (if product was defective/wrong)

Deductions:

Return shipping costs (if you paid and it’s not our fault)
Restocking fee: None (we don’t charge restocking fees)

6.3 Refund Timing

After we receive and approve your return:

Refund processed: 7-14 business days
Bank processing: Additional 3-5 business days (depends on your bank)

Total time: Up to 19 business days from when you ship the return to when money appears in your account

6.4 Refund Confirmation

You will receive email notification when:

We receive your return
We approve the refund
Refund is processed to your payment method

7. Exchanges

7.1 Exchange Policy

We do NOT offer direct exchanges at this time.

If you want a different product or color:

Return the original product for refund (follow return process)
Place a new order for the item you want

Why?

Faster processing
Guaranteed availability of replacement
Simpler logistics

7.2 Future Exchange Option

We plan to add direct exchange options in the future. Check this page for updates.

8. Defective Products

8.1 What Qualifies as Defective?

Product doesn’t turn on or charge
Sound quality issues (crackling, distortion, no sound)
Bluetooth connection failures
Battery drains abnormally fast
Charging case doesn’t work
Physical defects (cracks, loose parts) present upon delivery

8.2 What is NOT a Defect?

Normal wear and tear
Damage from drops, impacts, or pressure
Water damage (unless product is IP-rated and damage is within rating)
Battery degradation after many months of use
Compatibility issues with your specific device (check compatibility before purchase)
Sound preferences (too loud, too quiet, bass/treble preference)

8.3 Defect Reporting Timeline

Within 48 hours: Report damage from shipping
Within 14 days: Report defects for easy return
Within 6 months: Report defects covered by 6-month presumption rule
Within 12 months: Report defects covered by warranty (see Warranty Policy)

8.4 Defect Verification

For defective products, we may:

Ask for photos or videos demonstrating the defect
Request remote troubleshooting before accepting return
Inspect product upon return to confirm defect

If defect is confirmed:

Full refund OR replacement (your choice)
We pay return shipping
No questions asked

If no defect found:

Standard return policy applies (you pay shipping)
Product returned to you OR refunded minus shipping costs

9. Six-Month Defect Rule (Georgian Law)

9.1 Legal Protection

Under Georgian Consumer Rights Protection Law (2022):

If you discover a defect within 6 months of delivery:

Legal presumption: Defect existed before delivery
Burden of proof shifts to us
We must prove you caused the defect (not normal use)

This protects you from:

Being blamed for manufacturer defects
Expensive testing or inspection costs
Disputes over cause of defect

9.2 How This Works

Example 1: Product fails after 3 months

You report the issue
We presume it’s a manufacturing defect
We provide refund/replacement
We can only deny if we prove you misused it (e.g., water damage)

Example 2: Product fails after 8 months

Standard 12-month warranty applies (see Warranty Policy)
You may need to demonstrate defect is not due to misuse
We still honor warranty unless clear evidence of damage

10. Refund Denials

10.1 Reasons We May Deny Refund

Return requested after 14-day period (unless defective)
Product opened without valid defect claim
Missing accessories, packaging, or manuals
Product damaged by customer (not manufacturer defect)
Product purchased from unauthorized seller (not our website)
Fraudulent return attempt

10.2 If Your Refund is Denied

We will:

Email you explaining the reason for denial
Provide photos of the product condition (if applicable)
Offer alternatives (partial refund, replacement, etc.)
Return the product to you at your expense (if you request)

10.3 Dispute Resolution

If you disagree with denial:

Reply to our email with additional information
We will review again within 3 business days
If still denied, you can file complaint with Georgian Competition and Consumer Agency (https://gcca.gov.ge/)

11. Damaged During Shipping

11.1 Delivery Inspection

IMPORTANT: Inspect your package immediately upon delivery.

Look for:

Damaged outer box
Dents, tears, or crushing
Open or resealed packaging
Missing items

11.2 Reporting Shipping Damage

You must report damage within 48 hours of delivery.How to report:

Email [email protected]
Subject: “Shipping Damage – Order [number]”
Include photos of:

– Damaged outer box
– Damaged product
– Packing materials
– All angles of damage

11.3 Shipping Damage Resolution

We will file claim with courier
We send replacement immediately (no need to wait for investigation)
OR full refund if replacement not available
We arrange return pickup at no cost to you

12. Wrong Product Received

If we sent you the wrong product:

Contact us within 48 hours
We will send correct product immediately
We arrange pickup of wrong product at no cost to you
You keep the wrong product until replacement arrives (don’t ship back yet)

13. Lost or Stolen Packages

13.1 During Shipping

If package is lost by courier:

Report to us immediately
We file claim with courier
We send replacement or refund
You do NOT pay for lost packages

13.2 After Delivery

If courier marked “delivered” but you never received it:

Contact us within 48 hours
We investigate with courier
Check with neighbors, building security, etc.
We may require police report for high-value items

If package confirmed delivered to your address:

We are not responsible for theft after delivery
File police report
Contact your payment provider for fraud protection

14. Contact for Returns

Return Inquiries:
Email: [email protected]
Phone: +995 571 084 585
Subject: “Return Request – Order [number]”

Response Time:

Standard returns: 2 business days
Defective products: 1 business day
Urgent issues: Call us during business hours

Business Hours:
Monday-Friday: 10:00-19:00
Saturday: 11:00-17:00
Sunday: Closed

15. Consumer Protection Authority

If you are not satisfied with our handling of your return, you can file a complaint with:

Georgian Competition and Consumer Agency
Website: https://gcca.gov.ge/
Email: [email protected]
Phone: +995 32 2 43 48 58

The Agency can investigate violations of consumer rights and impose penalties.

16. Legal Compliance

This Return & Refund Policy complies with:

✅ Law of Georgia on Consumer Rights Protection (2022)
✅ Law of Georgia on Electronic Commerce (2024)
✅ Civil Code of Georgia
✅ Six-month defect presumption rule
✅ 30-day maximum delivery rule

Governing Law: Republic of Georgia
Jurisdiction: Courts of Tbilisi, Georgia

17. Policy Updates

We may update this policy from time to time. Changes will be posted on this page with updated “Last Updated” date.

Your rights under Georgian consumer law cannot be reduced by policy changes.

Summary

✅ 14-day return period from delivery
✅ Product must be unopened (unless defective)
✅ 6-month defect presumption (Georgian law protection)
✅ Full refund within 7-14 business days
✅ Customer pays return shipping (unless defective/wrong product)
✅ No exchanges (return + new order instead)
✅ Report damage within 48 hoursQuestions? Contact [email protected]

Last Updated: November 19, 2025
Version: 1.0