Return Policy
Below are the rules for returning goods purchased remotely through the Proline online store. This page explains the customer's withdrawal right, the return procedure and refund conditions.
1. General Provisions
This document sets out the main rules for returning goods purchased remotely through the Proline online store.
The return rules are interpreted and applied in accordance with applicable Georgian law, including consumer protection rules governing distance contracts.
2. Right to Withdraw from a Distance Contract
A customer may withdraw from a distance contract without giving any reason within 14 calendar days from receiving the goods.
If the company fails to provide the mandatory legal information regarding the withdrawal right, the applicable period is determined in accordance with Georgian law.
3. Return Procedure
To exercise the withdrawal right, the customer must contact Proline within the 14-day period by email at info@proline.ge or by phone at +995 598 164 880 and clearly communicate the decision to withdraw from the contract.
Because Proline operates as an online-only store and does not have a physical retail branch, the return address or delivery instructions are provided individually after the request is received.
After notifying the company, the customer must return the goods without undue delay and no later than 7 calendar days, unless a different period applies under the law or a specific agreement.
4. Condition of Returned Goods
- The goods must be returned in a condition that reflects only the inspection necessary to establish their nature, characteristics and functioning.
- Returned goods should include accessories, full set contents, documentation and, where possible, the original packaging.
- If the value of the goods has decreased because they were used beyond what is necessary to inspect them, the company may act in accordance with applicable law.
5. Costs and Refund Timing
Where the customer validly withdraws from the distance contract, the company refunds the amount paid, including the cost of standard delivery, no later than 14 calendar days from receiving the withdrawal notice, unless the law provides otherwise.
If the customer selected a delivery option more expensive than the standard delivery offered by the company, the company is not required to refund the additional amount exceeding the standard delivery cost.
The company may withhold the refund until it receives the returned goods or proof that the goods have been sent back, whichever occurs first.
If the case concerns a defective or non-conforming product, the customer's rights and the allocation of related costs are determined under Georgian law and Proline's warranty terms.
6. Exceptions to the Withdrawal Right
Under applicable law, customers do not have an unconditional withdrawal right in certain situations. These exceptions may include, in particular:
- custom-made goods or goods clearly tailored to the customer's individual needs;
- sealed goods that are not suitable for return for health or hygiene reasons once unsealed after delivery;
- goods that, by their nature, have become inseparably mixed with other items;
- sealed audio, video or software products where the seal has been broken;
- other cases where the withdrawal right is restricted by law.
7. Defective or Non-Conforming Goods
If the customer believes that the delivered goods are defective, damaged or do not match the order, the customer should contact Proline within a reasonable time. Such cases are handled in accordance with Georgian law and Proline's warranty policy.
Depending on the circumstances provided by law, the customer's remedies may include repair, replacement, price reduction or a refund.