Return policy

You may return an item purchased on enex.ge within 14 calendar days of receiving it, without giving a reason, in accordance with the Law of Georgia "On Consumer Rights Protection" (29.03.2022, No. 1455-VIIIმს-Xმპ).

This is a translation for convenience. In case of any discrepancy, the Georgian version prevails.

1. General provisions

1.1. Seller: Enex Solutions LLC (შპს „ინექს სოლუშენს“), ID code 405646038, legal address: 63a Shermadini St., Dighomi village, Tbilisi, Georgia; actual address: 56 Tsereteli Ave., Tbilisi; email: info@enex.ge; phone: +995 511 722 622 (hereinafter "the Company").

1.2. This policy applies to items purchased remotely on enex.ge. A "consumer" is a natural person who buys an item for personal use and not for business purposes. Returns from legal entities are settled by individual agreement.

1.3. This policy does not limit the rights granted to consumers by law. In case of conflict, the law applies.

2. 14-day right of withdrawal

2.1. You may withdraw from the purchase and return the item within 14 calendar days, without giving a reason (Article 13 of the Law).

2.2. The period starts:

• for a single item – on the day you, or a person you designate (other than the courier), physically receive it;
• when several items of one order are delivered separately – on receipt of the last item.

2.3. It is enough to send the withdrawal notice before the 14-day period expires. The burden of proving timely notice lies with the consumer, so we recommend using email.

3. How to return an item

1. Notify us within 14 days: send the completed form (Annex 1) or any clear written statement to info@enex.ge. State the order number, the item and the date of receipt. You may call +995 511 722 622, but email is better as proof that you met the deadline.
2. Confirmation: we will promptly confirm receipt of your request by email and tell you how to return the item.
3. Returning the item: send the item back no later than 7 calendar days after your notice – by courier or in person, at 56 Tsereteli Ave., Tbilisi, Monday–Friday, 10:00–18:00.
4. Inspection and refund: once we receive the item, we refund you as described in Section 4.

Condition of the item. The item must be returned complete (accessories, cables, mounts, documentation). The consumer is liable for any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods (e.g. mounting, installation, prolonged use, damage), and this amount is deducted from the refund (Article 13(2) of the Law).

4. Refunds and costs

4.1. Deadline. We refund the full amount no later than 14 calendar days after receiving your withdrawal notice (Article 15 of the Law).

4.2. What is refunded. The price of the item and the cost of standard delivery, if you paid for it. If you chose a delivery option more expensive than standard (e.g. express), the difference is not refunded.

4.3. Refund method. The refund is made using the same means of payment you used (for payment via the Bank of Georgia or TBC Bank payment page – to the same card), unless we agree otherwise. It may take the bank several business days for the amount to appear on your card.

4.4. Withholding the refund. The Company may withhold the refund until it has received the item or you have provided proof of having sent it back, whichever comes first.

4.5. Return costs. On withdrawal, the consumer bears the direct cost of returning the item (Article 15(4) of the Law). The consumer may bring the item to 56 Tsereteli Ave., Tbilisi, or send it by courier at their own expense. If you would like the Company to collect the item, the cost is determined individually based on the item's weight, size and type and communicated to you in advance. The Company bears the return cost of defective or wrongly delivered items.

4.6. Bulky items. Items that cannot be sent by ordinary courier (e.g. diesel generators, battery banks, batches of solar panels) must be returned by the consumer with their own transport, or the consumer may ask the Company to collect them. The estimated collection cost is communicated before ordering, on the product page or by a manager (Article 10 of the Law).

5. When the 14-day return does not apply

In accordance with Article 14 of the Law, the right of withdrawal does not apply to:

• items made to the consumer's specifications or clearly personalised (e.g. a generator or solar system ordered to specification, cable cut to the required length, hotel key cards or locks programmed to order) – Article 14(2)(გ);
• items which, after delivery, are by their nature inseparably mixed with other items – Article 14(2)(ვ);
• sealed software or licences (e.g. a firewall or NVR licence) unsealed after delivery – Article 14(2)(თ);
• digital content not supplied on a tangible medium (activation code, online licence), if supply began with your prior consent and acknowledgement that you lose the right of withdrawal – Article 14(2)(მ);
• services (e.g. installation, configuration) fully performed with your prior consent – Article 14(2)(ა).

If an exception applies to an item, we state this on the product page before you place the order.

6. Defective or wrongly delivered items

This right is independent of the 14-day return and applies for 2 years from delivery (Articles 16–20 of the Law).

6.1. Wrong or damaged item. If you received a different item, or one damaged in transit, please let us know as soon as possible, preferably with photos. The Company arranges replacement or refund and the return shipment entirely at its own expense.

6.2. Your rights if a defect is found:

1. free repair or replacement with a new item – within a reasonable time;
2. if repair or replacement is impossible or not completed within a reasonable time – a price reduction, or termination of the contract and a refund (the contract is not terminated for a minor defect).

6.3. Burden of proof. If a defect appears within 6 months of receipt, it is presumed to have existed at delivery unless the Company proves otherwise. After 6 months and up to 2 years, the consumer must prove that the defect existed originally.

6.4. The warranty does not cover defects caused by improper use, mechanical damage or normal wear and tear. The manufacturer's warranty (if any) is stated on the product page and does not limit your statutory rights.

Annex 1. Model withdrawal form

To: Enex Solutions LLC (ID code 405646038), info@enex.ge

I hereby give notice that I withdraw from the contract of sale of the following item(s):

Using this form is not mandatory – you may send any statement that clearly sets out your decision (Article 13(4) of the Law).

State supervision is carried out by the Georgian Competition and Consumer Protection Agency.

Last updated: 10.10.2026