Return and Exchange Terms

1. Return or Exchange

1.1. The customer has the right to return or exchange a purchased product within 3 calendar days of receiving it, in accordance with the rules established by these Terms.

2. Rules and Exceptions for Returns and Exchanges

2.1. If the customer wishes to return or exchange a product, they are obliged to notify Salamander of their request in advance.

2.2. When submitting a return or exchange request, the customer must provide the product identification details, order number, order date, product receipt date, and the reason for the return or exchange. If necessary, the customer may be asked to send photos of the product and the payment confirmation document via Salamander's official Facebook page Messenger or by email to: info@salamander.ge.

2.3. A product may be returned or exchanged within 3 calendar days of the receipt date.

2.4. For a return or exchange, the product must be undamaged, unused, kept in its original condition, and accompanied by all items and documents provided at the time of purchase, including the delivery note, payment confirmation document, original box, and any other relevant accessories.

2.5. If the product, its packaging, accompanying items, or documents show signs of alteration or damage, Salamander is entitled to suspend the return or exchange process until the investigation is completed. The investigation period shall not exceed 10 business days.

2.6. Based on the results of the investigation, Salamander reserves the right to continue or terminate the return or exchange procedure.

2.7. When returning or exchanging a product, the transportation/delivery cost is covered by the customer, except in cases directly provided for by these Terms.

2.8. A product may be returned or exchanged if:

2.8.1. the product does not match the order or the characteristics listed on the website;

2.8.2. the product has a manufacturing defect;

2.8.3. the product was damaged during transportation;

2.8.4. Salamander failed to meet the agreed delivery deadline;

2.8.5. the product is undamaged and unused and fully meets the return or exchange requirements established by these Terms.

3. Refund Policy

3.1. In the event of a product return, Salamander will refund the amount paid for the product under the following conditions:

3.1.1. 100% of the product value will be refunded if the product is undamaged and unused, retains its original condition, and is accompanied by all items and documents provided at the time of purchase (including the delivery note, payment confirmation document, original box, and relevant accessories).

3.1.2. 100% of the product value will also be refunded if the product has a manufacturing defect, does not match the order or the website characteristics, or was damaged during transportation, provided that the product is accompanied by all relevant items and documents received at the time of purchase.

3.1.3. If the investigation determines that the product has not retained its original condition, has been used, was damaged by the customer, or is missing the accompanying items and documents provided at the time of purchase, Salamander is entitled to refuse the return and not refund the amount.

3.2. Refunds are made by bank transfer to the customer's bank account.

4. Reimbursement of Delivery and Transportation Costs

4.1. Salamander will reimburse the return delivery/transportation cost only if:

4.1.1. the product does not match the order or the website characteristics;

4.1.2. the product has a manufacturing defect;

4.1.3. the product was damaged during transportation.

4.2. In all other cases, the customer may:

4.2.1. use Salamander's paid return delivery service, which costs 10 GEL. The delivery fee can be paid by bank transfer or in cash;

4.2.2. arrange the return of the product themselves using a courier or transportation service of their choice.

5. Return and Exchange Procedure

5.1. If the customer requests a return or exchange upon delivery, the relevant information is sent to the information center. After confirmation, the courier is authorized to take back the product.

5.2. The customer may formally submit a return or exchange request within 3 calendar days of receiving the product.

5.3. After submitting a return or exchange request, the customer must ensure the product is returned to Salamander within 10 calendar days.

5.4. The customer must not use the product, damage it, or alter its original appearance before the return or exchange. Otherwise, Salamander reserves the right to refuse the return or exchange.

5.5. If a return or exchange request submitted within 3 calendar days of receiving the product is due to a product defect (including visual or manufacturing defects), a mismatch with the order, or a mismatch with the characteristics listed on www.salamander.ge, the return or exchange will be carried out in full compliance with these Terms.

5.6. If a manufacturing defect is discovered after 3 calendar days from receiving the product, the customer must act in accordance with the applicable warranty terms, if any.