Wellcome to GOAT shopping Online
In accordance with the Law of Georgia "On Protection of Consumer Rights" governing remote contracts, individual customers (consumers) have the right to withdraw from an online purchase contract within 14 calendar days without providing any reason.
This document defines the strict regulations, exceptions, procedures, and logistical obligations governing such returns for goat.ge.
The 14-calendar-day cancellation period begins from:
For Goods (Purchase Contracts): The exact calendar day the customer or a third party designated by the customer (excluding the courier carrier) takes physical possession of the product.
For Split/Partial Orders: The calendar day the customer takes physical possession of the final remaining item or module from a single ordered list.
For Service Contracts (e.g., Installation Services): The date the service agreement was officially concluded.
Preservation of Quality: To qualify for a full refund under the 14-day right of refusal, the product must be returned in its original, undamaged factory packaging, with all internal safety seals, documentation, and accessories intact.
Diminished Value Assessment: The customer is legally liable for any diminished value of the goods resulting from handling, operation, or testing beyond what is strictly necessary to establish the nature, operational characteristics, and functionality of the equipment.
Exclusion for Installed Equipment:
⚠️ CRITICAL HVAC REGULATION: Climate control systems, air conditioners, and ventilation units that have been physically mounted, bracketed, connected to copper pipelines, or charged with refrigerant (freon) cannot be returned for a full refund under the 14-day rule. Such actions constitute irreversible structural usage, severely diminish the item's value to zero on the retail market, and render the item inseparably combined with property infrastructure (under Clause 4.f).
The customer does not have the right to cancel an online order or return a product within 14 days if any of the following statutory conditions exist:
The contract covers installation or repair services that the Company has already fully executed, provided the service began with the prior explicit consent of the customer and the customer acknowledged that they would lose their right of withdrawal upon full completion.
The product was custom-ordered, modified, or clearly tailored to the customer’s individual personal specifications.
The customer explicitly requested an emergency visit or urgent maintenance service from the Company's technicians (the exception applies strictly to the core emergency work requested).
[Clause 4.f] The delivered goods, due to their structural characteristics and installation requirements, were inseparably combined with other property or infrastructure at the time of or following delivery.
The customer breaks or removes the hermetic protection or security seals on software, digital modules, or components.
The transaction involves corporate buyers (Legal Entities/B2B), as the 14-day unconditional return law applies strictly to individual natural persons.
Upon a valid and approved notice of contract cancellation, the Company is bound by the following financial guidelines:
Full Refund Timeline: The Company will refund all payments received from the customer for the specific item, including standard delivery costs (if charged during purchase), without undue delay and no later than 14 calendar days from the day the Company receives the official return notification.
Withholding Right: The Company reserves the absolute legal right to withhold the refund until the physical goods are received back at our warehouse, or until the customer presents verified, official courier documentation proving the item has been shipped back, whichever occurs earlier.
Transaction Method: Refunds will be credited strictly using the identical payment method (the same Georgian bank card) used by the customer during the initial checkout, unless otherwise explicitly agreed.
Premium Delivery Deductions: If the customer opted for a premium or express delivery method that was more expensive than the Company’s standard delivery service, the Company is not obligated to refund the monetary difference or additional costs associated with that premium service.
Return Timeline: Following the submission of a cancellation notice, the customer must physically ship or hand over the goods to the Company's designated logistics address immediately, and no later than 7 calendar days.
Direct Return Costs: The customer is legally responsible for paying the direct, immediate costs of returning the goods (courier fees or shipping costs to return the unit to the Company).
Heavy Cargo Exceptions: If an off-site contract was concluded and large-scale equipment was delivered directly to the consumer's home at the time of purchase, and due to its heavy/volumetric nature it cannot be sent via standard postal channels, the Company will arrange the pickup at its own corporate expense.
To exercise your legal right of refusal, you must provide the Company with unequivocal, clear evidence of your decision before the 14-day window expires.
Please copy, fill out, and email the template below to our official support desk: info@goat.ge.
DIGITAL RETURN REQUEST TEMPLATE
To: GOAT.GE Customer Support (info@goat.ge)
Subject: Notice of Contract Withdrawal - Order # [Insert Order Number]
I/We hereby give notice that I/we withdraw from my/our contract of sale for the following goods:
a) Date of the Initial Online Order: [________________________]
b) Date of Physical Receipt of the Order: [________________________]
c) Customer’s Full Name: [________________________]
d) Customer’s Physical Address: [________________________]
e) Product Model & Serial Number (if visible): [________________________]
f) Reason for Return (Optional): [________________________]
Date of digital submission: [________________________]
Upon receiving your email, our automated platform or support operator will immediately issue an official digital confirmation on a durable medium (email) acknowledging receipt of your return request and providing logistics coordinates.
