Wellcome to GOAT shopping Online
At goat.ge, we are fully committed to respecting consumer rights in accordance with the applicable legislation of Georgia. This Statutory Guarantee outlines your legal rights as an individual consumer under the Law of Georgia "On Protection of Personal Data" and the Law "On Protection of Consumer Rights".
If a defect or non-conformity (fault) is detected in the purchased product, the customer has specific legal remedies. These rights follow a strict legal hierarchy:
Free Repair or Replacement: In the first instance, the customer has the right to request that the Company either repair the product free of charge or replace it with a conforming item.
Company Choice & Proportionality: The customer may choose between repair and replacement, unless the chosen remedy is physically impossible due to the nature of the goods or requires disproportionate or unreasonably high costs for the Company compared to the alternative remedy.
Reasonable Deadlines: Any approved repair or replacement must be completed within a reasonable timeframe — strictly not exceeding 30 calendar days from the moment the customer notifies the Company. The process shall be carried out without causing significant inconvenience to the customer, taking into account the specific nature and intended purpose of the climate equipment.
Zero Cost for Consumer: "Free of charge" means that the Company will cover all essential expenses required to ensure the goods comply with the contract, including labor, materials, components, and internal logistics/postage costs.
The customer is entitled to demand a reasonable reduction in the product's price or completely withdraw from the purchase contract (refund) only if one of the following conditional scenarios occurs:
It is legally or physically impossible to either repair or replace the product.
The Company failed to complete the repair or replacement within the mandatory 30-calendar-day window, causing the customer to lose legitimate interest in the fulfillment of the contract.
Executing the repair or replacement would result in significant delay and severe inconvenience to the consumer.
⚠️ Minor Defects Restriction: In strict compliance with Georgian law, the customer is not entitled to withdraw from the contract and demand a full refund if the defect in the goods is minor or does not impact the core functionality of the equipment.
The legal protections for manufacturing defects operate under specific statutory timeframes based on the date the item was physically handed over to the buyer:
If a structural fault or defect is discovered within 6 months from the date the customer takes possession of the items, it is legally presumed that the fault already existed at the time of delivery. In this scenario, the burden of proof lies entirely on the Company. If the Company claims the defect was caused by the customer, the Company must provide an official, certified technical conclusion from an authorized service center proving consumer fault.
If a defect is discovered after 6 months have passed, but within the 2-year statutory limit, the customer retains all primary and secondary rights under Article 17 of the Georgian Consumer Rights Protection Act. However, the burden of proof shifts to the consumer. The customer must demonstrate that the defect is an original factory flaw that existed at the time of delivery.
This statutory framework applies strictly to factory-new equipment. The statutory 2-year guarantee does not apply to secondary (used or refurbished) items. Any sales of used goods on the Website are subject to individual written agreements between the parties.
The Company is legally exempt from providing free statutory warranty services, and all claims will be rejected, under the following circumstances:
Incomplete Returns: If a product is approved for an exchange/replacement, but the customer fails to return the unit in its complete factory assembly (missing remote controllers, factory modules, or external installation components). Only the physical parts handed over will be evaluated.
Expiration: The statutory 2-year period from the date of physical delivery has fully expired.
Anonymity: The customer cannot present a digital invoice, bank statement, order number, or purchase confirmation, making it impossible to identify the transaction and verify the item's origin.
Serial Number Tampering: The factory sticker containing the unique serial number or model code on the physical device has been ripped, altered, defaced, or made completely unreadable.
Seal Breaches: Safety, warranty, or structural seals placed on the product casing by the manufacturer or the Company have been broken or removed.
Physical & Environmental Abuse: The damage is caused by external physical force, drop impact, improper handling, lightning strikes, grid power surges, or severe fluctuations in voltage.
Liquid & Foreign Objects: The malfunction is caused by the penetration of moisture, water, liquids, or foreign objects into internal electronic compartments through the customer's fault.
Unauthorized Installation or Modification:
🛠 HVAC Warning: The warranty is immediately voided if the structural fault or failure of the climate equipment is caused by installation, uninstallation, alterations, or repair work conducted by unauthorized personnel or non-certified technicians.
B2B Commercial Use: The product was purchased or utilized for commercial, business, corporate, or industrial purposes. The Law of Georgia "On Protection of Consumer Rights" protects individual consumers only (natural persons buying for personal/household use).
As goat.ge acts strictly as an electronic commerce platform with no physical retail outlets, all statutory claims follow a structured online procedure:
Filing a Claim: To report a defect under the statutory guarantee, send an email to info@goat.ge containing your order number, clear photographs/videos of the issue, and a description of the fault.
Technical Assessment: The Company will coordinate the technical examination with the manufacturer's authorized brand service center in Georgia.
Logistics: If an internal factory defect is confirmed within the legal parameters, the Company will manage the pickup or transport logistics of the defective unit at its own expense.
