These Delivery & Returns Terms apply to products purchased from kuslebi.ge.

Depending on the destination and product availability, we may offer:

• local courier delivery;
• international or intercity shipping through CDEK, FedEx or another delivery provider;
• pickup from an agreed location.

Available options and prices may depend on the delivery address, package size, delivery provider and requested service.

Local courier delivery may be available within [TBILISI / SPECIFY COVERAGE AREA].

The available delivery timeframe and fee will be shown at checkout or agreed with the Customer before dispatch.

The Customer must provide:

* a complete delivery address;
* a working telephone number;
* any relevant entrance, floor or access details;
* a person available to receive the order.

Delivery may be delayed or unsuccessful where the Customer cannot be contacted, provides incorrect information or does not provide access to the delivery location.

A second delivery attempt may be subject to an additional fee where the first attempt failed for reasons attributable to the Customer.

Where confirmed in advance, the Customer may try on the shoes during courier delivery.
Fitting must take place:

• indoors;
• on a clean and dry surface;
• without removing permanent tags or protective components;
• without causing scratches, sole wear, stains, odour, stretching or other damage.

The fitting period is limited to a reasonable period agreed with the courier or communicated when arranging delivery.
Where the order is expressly designated as a reservation until fitting and acceptance, the Customer may decline an unsuitable pair before completing the purchase.
The Customer may still be required to pay the communicated courier or fitting-delivery fee, even if the product is declined.
Where the purchase contract was already concluded remotely before fitting, the statutory distance-contract rules described below may still apply.

Pickup is available only by prior arrangement.
To arrange pickup, contact us at:

Telephone: [PHONE NUMBER]
Email or messenger: [CONTACT DETAILS]

We will confirm:

• the pickup address;
• available date and time;
• payment arrangements;
• whether fitting is available;
• the period for which the product will be reserved.

Please do not arrive before receiving confirmation.
Where fitting is provided before the sale is completed, the Customer may decline an unsuitable product at the pickup appointment.

Orders outside the local courier area may be sent through CDEK, FedEx or another suitable carrier.

The carrier may be selected based on:

* destination;
* delivery time;
* cost;
* service availability;
* customs requirements;
* package size and weight.

An estimated delivery period may be provided, but international delivery dates are not guaranteed unless expressly confirmed as guaranteed.

Customs inspections, border procedures, local courier operations, public holidays and events outside our control may affect delivery times.

Delivery charges will be:

• displayed during checkout;
• communicated before order confirmation; or
• calculated after receiving the destination information.

Where a shipping price cannot be calculated automatically, we will contact the Customer before dispatch.
The Customer will not be charged an undisclosed delivery fee without their agreement.

International orders may be subject to:

* import duties;
* value-added tax or sales tax;
* customs-clearance fees;
* brokerage charges;
* carrier administrative fees;
* other destination-country charges.

Unless expressly stated otherwise, these charges are not included in our product or shipping price and must be paid by the recipient.

We do not control or determine the amount of foreign customs charges.

The Customer is responsible for providing information reasonably required for customs clearance. Failure to provide it may result in delay, return or disposal of the shipment in accordance with carrier or customs rules.

Any delivery period stated on the website is an estimate unless expressly identified as a guaranteed or essential deadline.

Delivery times may begin after:

• the order has been accepted;
• payment has been confirmed;
• required delivery information has been received;
• any necessary verification has been completed.

We will inform the Customer of a material known delay where reasonably possible.

Mandatory rights relating to delayed performance remain unaffected.

The risk of accidental loss or damage normally transfers to the consumer when the consumer, or a person designated by the consumer other than the carrier, physically receives the goods, subject to applicable law.

Where the Customer independently appoints a carrier not offered by us, the risk may transfer when the product is handed to that carrier, to the extent permitted by law.

Ownership may remain with us until full payment is received.

The Customer should inspect the outer package upon delivery.

If the package appears damaged, opened, wet, crushed or otherwise compromised, the Customer should, where practicable:

1. photograph the package;
2. ask the courier to record the damage;
3. inspect the product;
4. retain all packaging;
5. contact us promptly.

Please report transport damage to:

Email: [CUSTOMER SUPPORT EMAIL]
Telephone: [PHONE NUMBER]

A report should include the order number, photographs and a description of the damage.

Prompt reporting assists us in making a claim against the carrier. It does not remove statutory rights where a later report is permitted by applicable law.

We do not provide discretionary returns or exchanges merely because a Customer changes their mind, except where:

* we expressly agree to a return or exchange;
* a statutory right of withdrawal applies;
* the product is defective or does not conform to the contract;
* another mandatory consumer right applies.

Accordingly, the statement that we do not offer voluntary returns must not be interpreted as excluding any right that cannot legally be excluded.

Where a Customer qualifies as a consumer and purchases a product under an eligible distance or off-premises contract, the Customer may have a statutory right to withdraw from the contract without giving a reason.

Under Georgian consumer law, the standard withdrawal period for an eligible distance contract is 14 calendar days.

For goods, the period generally begins when the Customer, or a third party designated by the Customer other than the carrier, obtains physical possession of the product.

For an order containing multiple products delivered separately, the period generally begins when the final product is received.

Where mandatory law applicable to a foreign Customer provides a longer or otherwise different withdrawal right, that mandatory provision may apply.

To exercise a statutory right of withdrawal, the Customer must send a clear statement before the withdrawal period expires.

The notice may be sent to:

Email: [RETURNS EMAIL]
Telephone: [PHONE NUMBER]
Postal address: [RETURN ADDRESS]

The notice should contain:

* Customer’s full name;
* order number;
* contact information;
* identification of the product;
* date of receipt;
* a clear statement that the Customer is withdrawing from the contract.

After notifying us, the Customer must return or hand over the product within the period required by applicable law.

Before sending the product, the Customer should contact us for the correct return address and shipping instructions.

Unless we agree to collect the product or applicable law requires otherwise, the Customer bears the direct cost of returning a non-defective product under the change-of-mind withdrawal right, provided this was properly communicated before the purchase.

The Customer is responsible for using reasonably appropriate packaging and a traceable shipping method.

A product should be returned with its original box, accessories, tags and documents where available. The absence of original packaging does not automatically extinguish a statutory withdrawal right, but the Customer may be responsible for any legally recognised reduction in value.

During the withdrawal period, the Customer may inspect and try on the shoes only to the extent reasonably necessary to establish their nature, characteristics and fit, similar to an appropriate fitting in a physical store.

Shoes should therefore be tried on indoors and on a clean surface.

The Customer may be responsible for a reduction in value caused by handling beyond what was reasonably necessary, including:

* outdoor wear;
* scratched or worn soles;
* stains;
* odours;
* deformation or stretching;
* damage to decorative elements;
* removal or damage of permanent labels;
* careless packaging;
* other signs of use beyond ordinary fitting.

Any deduction will be limited to the actual legally supportable reduction in value and will not be used as an automatic penalty.

Where a valid statutory withdrawal applies, we will refund payments as required by applicable law.

The refund will generally include the product price and, where legally required, the cost of the least expensive standard delivery option offered for the original order.

Additional costs resulting from the Customer selecting a more expensive delivery method may not be refundable to the extent permitted by law.

We may withhold reimbursement until:

• we receive the returned product; or
• the Customer provides sufficient evidence that the product has been sent,

whichever occurs first, where this is permitted by applicable law.

Refunds will normally be made using the original payment method unless the Customer expressly agrees otherwise and does not incur additional fees.

Foreign bank, payment-provider or currency-conversion charges outside our control may affect the final amount received in another currency.

The statutory withdrawal right may not apply where an exception expressly established by applicable law is satisfied.
Any exception will be interpreted narrowly and will not be claimed merely because the product is footwear.
Shoes are not automatically excluded from withdrawal solely because they have been tried on appropriately.
A withdrawal right may be lost or limited where, for example:

• the product was made to the Customer’s specifications or clearly personalised;
• the product was inseparably mixed with another item after delivery;
• another specific statutory exception genuinely applies;
• the Customer handled the product beyond what was necessary and caused a legally recognised loss in value.

This section does not affect rights relating to defective or non-conforming goods.

If the Customer receives a product that is:

* defective;
* damaged before receipt;
* materially different from its description;
* the wrong model, size or colour compared with the confirmed order;
* missing an agreed component;
* otherwise not in conformity with the contract,

the Customer should contact us at [CUSTOMER SUPPORT EMAIL].

Please provide:

* order number;
* description of the issue;
* photographs or video where reasonably useful;
* information about when the issue was discovered.

We may request a reasonable opportunity to inspect the product.

Where the claim is valid, remedies may include repair, replacement, price reduction or termination and refund, in accordance with applicable law.

Repair or replacement will normally be the primary remedy where it is possible, proportionate and can be completed within a reasonable time without significant inconvenience.

We will bear necessary return or delivery costs for a valid defect claim where required by law.

Where a Customer visits the pickup location, tries on a product and completes the purchase in person, the unconditional distance-contract withdrawal right may not apply because the final contract may constitute an in-person purchase.

Similarly, where an order is expressly treated only as a reservation and the purchase is completed after courier fitting and personal acceptance, the legal classification may differ from a completed distance sale.

For such completed in-person purchases, we do not offer voluntary change-of-mind returns unless expressly agreed.

This does not limit rights concerning defects, misdescription or other mandatory consumer protections.

Where a Customer visits the pickup location, tries on a product and completes the purchase in person, the unconditional distance-contract withdrawal right may not apply because the final contract may constitute an in-person purchase.

Similarly, where an order is expressly treated only as a reservation and the purchase is completed after courier fitting and personal acceptance, the legal classification may differ from a completed distance sale.

For such completed in-person purchases, we do not offer voluntary change-of-mind returns unless expressly agreed.

This does not limit rights concerning defects, misdescription or other mandatory consumer protections.