For companies running a fair business, the priority is the customer and the protection of their interests. As far as the transition of part of business to the digital world has simplified interaction with the customer, the risks of buying goods or services online have increased. Consumer rights in Georgia are protected by laws and regulations, including the Law on Consumer Rights Protection, which came into force in 2022 and is in line with EU legislation.
Knowing their rights helps consumers avoid unreliable business practices and solve e-commerce problems.
What do you need to know about your rights before venturing into online commerce?
The right to be informed
Being informed means making a purchase decision based on choice. Therefore, the consumer has the right to access the following information in the state language of Georgia:
Company name, legal form, address, email and other contact information; company license, identification or personal number;
The exact name of the product or service and its characteristics, including the basic and extra price. The latter includes transport, forwarding, installation and other costs. If the price cannot be calculated in advance, the customer must be informed of any additional costs that may be incurred.
The customer has the right to be informed about the replacement, repair and maintenance of the product, where, at which facility and at which address (if different from the company's address) the said service can be obtained.
The right to security
The customer should feel safe and secure in the online space. His or her personal information must be processed in accordance with the Personal Data Protection Act. He or she should know how his/her personal data is processed. In addition, the customer should have information about what payment methods are available. The service provider must offer safe and secure payment methods and provide information about data processing.
The right to receive a delivery within a reasonable time
All customers have the right to receive the desired goods without delay, but no later than 30 calendar days after the conclusion of the transaction.
If the merchant fails to fulfil this obligation, the consumer may determine an additional deadline for him. If the condition is not fulfilled also within the specified period, the consumer has the right to reject the goods and claim damages.
The right to return the goods
Did you know that you can return a product purchased online, and you do not need a special reason for this?
For remote orders, the customer has the right to refuse the product or service within two weeks without giving a reason. However, this does not apply to a customized product, delivery of a perishable product, in case of breach of seal or if a product is inseparable with another product, magazines and newspapers delivered to a customer, etc.
The online marketer is obliged to refund the amount paid for the product to the customer within 14 days. However, he has the right not to refund the said amount until the customer sends the product back.
The right to fair service
In the online space, we are confronted with a huge amount of information. In the virtual world, it is difficult to determine who we are really dealing with and we, as consumers, can become victims of misinformation. However, the legislation protects us with the aim of providing us with a fair, non-aggressive service. Online retailers must not spread misinformation, because if they operate with a license and accreditation issued by the relevant authority, they have no right to offer us goods at a special price and then refuse to sell the advertised products.
The right to demand replacement of goods and compensation for damages
What should a consumer do if the goods turn out to be of poor quality or counterfeit?
The consumer has the right to demand free repair or replacement of the goods. The repair or replacement of the goods must not prevent the consumer from fulfilling the purpose for which he or she wanted to purchase the goods.
If the goods cannot be repaired or replaced, the seller has violated the repair terms and the process is delayed, the customer has the right to demand a reduction in the price of the goods or to withdraw from the contract and claim compensation for the damage caused.
The right to receive services in a non-discriminatory environment
Discrimination of consumers, meaning their distinction by any means and unequal treatment, is not allowed. In case of discriminatory facts, the user can demand compensation for property and moral damage.
In case of violation of your rights as a consumer, you should apply to the National Competition Agency of Georgia, the regulator of the relevant sphere, to court or resolve the dispute through mediation. Upon receipt of the complaint, the Competition Agency will review it and inform you of the decision within ten working days.