Warranty, returns and defect policy
How warranty, returns and defect handling work for corporate merch in Georgia: 12-month branding warranty, defect replacement policy, sample defects, change-of-mind returns, and what the dispute-resolution process looks like.
Context
The warranty and returns question for corporate merch in Georgia — what is covered, what is not, how the defect replacement process works, and how disputes are resolved.
Corporate merch in Georgia is produced in Tbilisi — decoration in Saburtalo, Nadzaladevi and Gldani, dispatch across the country and abroad under DCFTA. The standard MOQ is 30 units; premium VIP programmes from 10 units; volume pricing above 500 units. Quotes are in GEL for Georgian-resident buyers (VAT 18% via RS.ge), EUR/USD for export.
Frequently asked questions
What is covered under the branding warranty?
The branding warranty covers defects in the decoration: print peeling, embroidery unravelling, laser engraving fading, debossing wearing off, UV print delaminating. The warranty runs for 12 months from the dispatch date. If a defect is reported within the warranty period we replace the defective units at our cost, including the freight.
What is not covered?
The warranty does not cover damage from misuse (the mug was dropped, the t-shirt was bleached), normal wear and tear (the print has faded after 50 washes), or changes the buyer made after delivery (the buyer re-decorated the unit). It also does not cover damage in transit if the buyer arranged the freight — in that case the carrier’s insurance is the relevant cover.
How do I report a defect?
Send an email to the buyer’s account manager with: the order reference, the SKU, the number of defective units, photos of the defect, and a brief description. We acknowledge within one Tbilisi business day and propose a resolution (replacement, credit, refund) within 2–3 business days. The buyer ships the defective units back to us at our cost if a replacement is proposed.
What if I want to return a non-defective order?
Change-of-mind returns are accepted within 14 days of dispatch for undecorated blanks in original packaging. The buyer ships the units back at the buyer’s cost; we refund the unit cost minus a 15% restocking fee. Decorated items are not eligible for change-of-mind return because they are made to the buyer’s specification.
How long does a replacement take?
Replacement orders for in-stock products ship within 3–5 business days of the defective units being received at our workshop. Replacement orders for custom products (custom colours, custom sizes) ship within the standard production cycle of 5–12 business days. We confirm the timing in the resolution proposal.
What if there is a dispute?
We aim to resolve all disputes informally through the buyer’s account manager. If informal resolution fails, the dispute is escalated to our managing director and to the buyer’s procurement lead. The formal dispute resolution is through the Tbilisi civil courts under Georgian law; the contract specifies the jurisdiction as Tbilisi, Georgia.
Additional context
In Georgia the standard decoration method depends on run size and audience. For textile orders above 100 units we recommend silkscreen (cotton, polo) or embroidery (premium). For short runs and complex artwork we recommend DTF or DTG. For hard goods we recommend laser engraving, UV print, pad printing, and debossing.
For cross-border orders we prepare the EUR.1 movement certificate under DCFTA, the CMR consignment note for road freight, and the RS.ge e-invoice for Georgian-resident buyers. Banking partners are Bank of Georgia and TBC Bank; for export we use the BOG correspondent network (Commerzbank, Citi, Raiffeisen).
Corp-Merch is an independent corporate merchandise vendor. We are not affiliated with, endorsed by, or acting on behalf of any government body, regional administration, municipality, public-sector buyer, or any event referenced on this page. References to procurement.gov.ge, RS.ge, the Partnership Fund, GITA, GNTA, the Georgian National Tourism Administration, Bank of Georgia, TBC Bank and other institutions on this page are factual descriptions of the procurement and business environment in which we sell, not endorsements or affiliations.
Request a quote
We reply within one Tbilisi business day with pricing in GEL, lead time and options.