Return and Refund Policy

This policy explains the conditions for returning, exchanging and obtaining refunds for goods purchased through DigitalMall.ge. The online store is operated by Digital Mall LLC, identification code: 406514124.

Nothing in this policy limits your statutory consumer rights. If any provision conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

1. Key Return Conditions

• Return request: notify us within 14 calendar days of receiving the goods, without giving a reason, subject to the exceptions below.
• Sending the goods back: return the goods without delay and no later than 7 calendar days after sending your withdrawal notification, unless the company has agreed to collect them.
• Refund: without undue delay and no later than 14 calendar days after we receive your withdrawal notification, subject to the conditions explained in Section 6.
• Administrative or restocking fee: no such fee applies.
• Submit a return request: [email protected]. For assistance, call +995 32 2 08 08 08.

2. Eligibility and Calculation of the Return Period

These conditions apply to consumers purchasing goods primarily for personal use. Returns for purchases made for business purposes are governed by the relevant agreement and applicable law.

The 14-day period for requesting a return begins when you, or a third party designated by you other than the carrier, receive the goods. If goods from a single order are delivered separately, the period begins when the last item is received.

For service contracts, where a right of withdrawal applies, the withdrawal period begins on the date the contract is concluded.

As an additional store benefit, DigitalMall.ge also extends the 14-day return option described in this policy to goods priced at 30 GEL or less, subject to the same conditions and exceptions.

Claims concerning defective, damaged or incorrectly supplied goods are not limited to this 14-day period. Statutory rights and the applicable warranty conditions remain available.

3. How to Request a Return

1. Before the 14-day period expires, send us a clear notification stating that you wish to withdraw from the contract and return the goods. You can email [email protected].
2. To help us identify your purchase, please provide your name, the order and delivery dates, the product being returned and, if available, your order number. Not having an order number does not, by itself, prevent a return if the purchase can be identified another way.
3. We will acknowledge receipt of your electronic request in a form you can save and provide the return address and shipping instructions.
4. Return the goods by post or courier according to the instructions provided. If the company arranges collection, we will agree the details with you in advance.
5. Package the goods securely and retain proof of dispatch.

Exercising your right of withdrawal does not require you to provide a reason, obtain prior approval from the company or use a particular form. A clear notification sent within the applicable period is sufficient to register your request. A delay in our response does not invalidate a timely request.

You may also notify us by phone. To make it easier to establish when and what you notified us of, we recommend sending your request by email as well.

4. Condition of Returned Goods

You may inspect the goods to the extent necessary to establish their nature, characteristics and functionality. Opening ordinary packaging does not, by itself, remove the right to return, except where a specific legal exception applies.

Where possible, please return the product with all accessories, documents and packaging supplied with it. The absence of original packaging is not, by itself, a reason to refuse a return.

If the value of the goods has decreased because of use beyond what was necessary for inspection, damage or missing components, only a justified reduction in value may be taken into account where permitted by law. We will explain the basis and amount of any reduction in advance. No automatic fixed-percentage deduction applies.

Before returning a phone, computer or another device that stores data, we recommend backing up your personal information, signing out of personal accounts and removing any activation lock linked to your account. If a defect prevents you from doing so, please let us know.

5. Return Shipping Costs

If you return a non-defective product that matches your order because you have changed your mind, you are responsible for the direct cost of returning it, provided this obligation was properly disclosed before purchase. This is separate from an administrative or restocking fee, which we do not charge.

Return postage or courier charges depend on the carrier's rates, the address, and the size and weight of the goods. Any charge for return transport arranged by the company will be agreed with you in advance.

For bulky goods that cannot normally be returned by post, information about the applicable return cost will be provided before purchase. If legally required information was not provided, we will not charge you the corresponding cost.

The company covers the necessary return transport costs when:

• the goods delivered differ from your order;
• the goods do not match the agreed essential characteristics;
• the goods are defective or have a manufacturing defect;
• the goods were damaged during delivery arranged by us;
• the company is responsible for those costs under applicable law or an agreement with you.

6. Refunds

We will refund your payment, including any refundable standard delivery charge, without undue delay and no later than 14 calendar days after receiving your withdrawal notification.

We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever occurs first. This does not apply where the company has agreed to collect the goods itself.

If you chose a delivery method more expensive than standard delivery, the additional difference may not be refunded. For example, if you paid 9 GEL for express delivery in Tbilisi and the corresponding standard delivery charge was 6 GEL, the refundable delivery charge for a full-order return is 6 GEL.

If the original delivery was free, we will not retrospectively charge you an original delivery fee that you did not pay.

Refunds are made using the same payment method used for the purchase. A different method may be used only with your consent and without additional cost to you. Refunding a card payment by bank transfer also requires your consent.

Once the refund has been processed, we will provide confirmation upon request.

7. Defective, Damaged or Incorrectly Supplied Goods

If you discover a problem, please contact us and describe it. Where possible, provide your order number and photographs or video. The absence of photographs, video or original packaging does not, by itself, remove your rights.

Not inspecting the goods in the courier's presence, or signing a delivery receipt, does not remove your right to raise a claim concerning a hidden defect or non-conformity.

For defective goods, you may request the remedies available under applicable law: repair or replacement free of charge, or, where the relevant legal conditions are met, a price reduction or termination of the contract and a refund.

Further information is available in our Warranty Policy. A commercial warranty does not limit your statutory rights.

8. Product Exchanges

Requests to replace defective goods or goods that do not match the order are handled in accordance with applicable law.

If you wish to exchange a non-defective product for a different model, colour or variant, please contact us. Such exchanges are subject to a separate agreement and the availability of the requested product. Any price difference or transport charge will be agreed with you in advance.

If an exchange cannot be agreed, this does not restrict your right to return the goods and receive a refund under this policy.

9. Exceptions to Returns Without Giving a Reason

The 14-day right of withdrawal does not apply in the cases specified by law, including:

• goods made to the customer's specifications or clearly personalised for the customer;
• perishable goods or goods with a short shelf life;
• sealed goods that are unsuitable for return for health or hygiene reasons where the seal has been broken after delivery;
• sealed audio or video recordings or software where the seal has been broken after delivery;
• digital content supplied without a physical medium, where supply began with the customer's prior consent and the customer acknowledged that this would result in losing the right of withdrawal;
• fully performed services where performance began with the customer's prior consent and the customer acknowledged that the right of withdrawal would be lost once the service was fully performed;
• other cases expressly specified by applicable law.

A product category or the opening of an ordinary box does not automatically establish an exception. There must be an applicable basis for relying on an exception. These exceptions do not remove statutory remedies for defective goods or goods that do not match the order.

10. Installment Purchases, Discounts and Promotions

Paying through installment financing does not, by itself, remove the right to return goods. Where necessary, cancellation or adjustment of the financing will be coordinated with the relevant bank in accordance with applicable law and the credit agreement.

Discounted goods carry the same return rights. Refunds are based on the amount actually paid. For purchases involving a multi-product promotion, the promotion's previously published terms will be taken into account, but they cannot restrict mandatory rights.

11. Sample Withdrawal Notice

You may use the following wording. Using this template is optional:

To: Digital Mall LLC, [email protected].
I hereby notify you that I wish to withdraw from the contract for the purchase of the following goods and return them: [product name].
Order date: [date]
Date the goods were received: [date]
Customer's full name: [full name]
Customer's address: [address]
Date of notification: [date]
Signature: [only if submitted on paper]

12. Contact Us

• Company: Digital Mall LLC
• Identification Code: 406514124
• Company address: Georgia, Tbilisi City, Merab Aleksidze 1
• Phone: +995 32 2 08 08 08
• Email: [email protected]
• Customer service hours: Monday–Friday, 10:00–19:00, Tbilisi time.

You may send a withdrawal notification outside our business hours. Whether your request was submitted on time is determined by when you sent it, not when we respond.

When sending goods back, use the address provided in the return instructions. The company's contact address is not automatically a walk-in returns or collection point.