Returns and Refunds Policy

Last updated: 05.10.2026

This Policy governs withdrawal from a distance contract, the return of goods, claims in respect of goods that are defective, damaged, incorrectly delivered or not in conformity with the contract, and refunds for purchases made at Qure.

The Policy applies together with the Terms of Use and Sale, the "Delivery and Payment" document and the Privacy Policy. Nothing in this Policy limits the mandatory rights of the consumer under the legislation of Georgia.

01. Seller

Qure

Individual entrepreneur: ANASTASIIA GOLETIANI

Identification number: 306563368

Legal address: Georgia, Tbilisi, Samgori District, Police Lane I, No. 5, Floor 2, No. 4a

Email: example@qure.ge

Phone: +995 555 12 34 56

02. Right to withdraw from a distance contract

Where the relevant chapter of the legislation on distance contracts applies, the buyer has the right to withdraw from a distance contract without giving any reason within 14 calendar days. For a sales contract, the period is calculated from the day on which the goods are received by the buyer or by a third party, other than the carrier, indicated by the buyer. If the goods in a single order are delivered separately, the period is calculated in accordance with the legislation, including from receipt of the last item, where applicable.

03. Notice of withdrawal

Before the applicable period expires, the buyer must send Qure an unequivocal notice of the decision to withdraw from the contract by email to example@qure.ge. No reason needs to be given. Only the information necessary to identify the request is used. If Qure provides an electronic withdrawal form, acknowledgement of receipt of the electronic notice is provided on a durable medium in the cases provided for by law.

04. Sending the goods back

After giving notice, the buyer sends back or hands over the goods to Qure or to a recipient designated by Qure without undue delay and in any event no later than 7 calendar days from the notice, unless Qure has offered to collect the goods itself. The address and instructions for a specific return are provided by customer support. Qure's legal address is not automatically deemed to be the address for accepting returns.

05. Return shipping costs

In the case of an ordinary withdrawal, the buyer bears the direct costs of the return if Qure informed the buyer of them in advance and did not agree to bear them itself. If the return is related to a defect or non-conformity, the costs are determined under the rules applicable to defective goods. Qure does not charge a penalty for exercising the statutory right of withdrawal.

06. Condition of the goods

The buyer may handle the goods only to the extent necessary to establish their nature, characteristics and functioning. The buyer is liable for any diminished value of the goods resulting from handling beyond that extent in the cases and within the limits provided for by law.

07. Hermetically sealed and used cosmetics

The right to withdraw without giving any reason does not apply if the goods were delivered hermetically sealed, were unsealed after delivery and are therefore not suitable for return for reasons of health protection or hygiene. The mere fact that a product is a cosmetic does not automatically make it non-returnable.

An opened and used cosmetic product may not be returned under the ordinary right of withdrawal if the said statutory exception applies to it. Use of the goods does not terminate the buyer's rights if the goods are defective, unsafe or not in conformity with the contract.

08. Allergies and individual intolerance

Qure is not liable for individual intolerance or for an allergic or other individual reaction to a particular ingredient or to a cosmetic product of proper quality, provided that the goods are safe and conform to the contract and to the information provided, and the reaction is not caused by a defect, a breach of safety requirements, incorrect or incomplete material information, or any other circumstance for which Qure is liable by law.

The mere fact of an individual reaction does not mean that a defect exists and does not create an automatic right to return used goods of proper quality or to a refund.

09. Suspected defect or safety issue

If there are reasonable grounds to believe that the reaction is related to a defect, contamination, a breach of quality or safety, incorrect labeling or non-conformity with the declared composition, the request is treated as a claim in respect of potentially defective or unsafe goods. Qure may request reasonably necessary information, including the order number, a description of the circumstances, photographs, the packaging and the batch number. Excessive medical information is not required for an ordinary return.

10. Absence of the expected result

The absence of a subjectively expected cosmetic effect from goods that are of proper quality, safe and as described does not in itself constitute a defect and does not create an automatic right to return used goods. This rule does not apply if the goods do not correspond to the declared characteristics or if a legally binding guarantee of the result was given.

11. Defective goods or goods not in conformity with the contract

Qure is obliged to deliver goods that conform to the contract. In the event of a defect, the buyer may use the remedies provided for by law. Repair or replacement are the primary remedies where they are applicable and possible given the nature of the goods. If they are impossible, have not been carried out within a reasonable time, or other circumstances provided for by law exist, a price reduction or withdrawal from the contract may apply. For cosmetics, repair may be objectively unavailable owing to the nature of the goods.

If a defect becomes apparent within the first 6 months after receipt, the statutory allocation of the burden of proof applies, taking into account the nature of the goods and of the defect. Rights in respect of a defect may be exercised within the statutory period, which for the relevant goods is up to 2 years after delivery, unless the law provides for an exception.

12. Damage in transit and incorrect order

If the goods were delivered by a carrier engaged or proposed by Qure, the risk of loss of or damage to the goods remains with Qure until the goods are actually received by the buyer or by a third party, other than the carrier, indicated by the buyer. Handing the order over to a courier does not terminate Qure's liability to the buyer. In the event of a problem, the buyer contacts Qure, and Qure settles matters with the carrier itself.

If Qure has sent different goods, an incorrect quantity or an incomplete order, Qure, after verification, ensures proper performance or provides the applicable remedy. Costs caused by a confirmed error on the part of Qure are not passed on to the buyer in breach of the law.

13. Refund time limit and amount

In the case of a valid withdrawal, Qure refunds all payments subject to refund without undue delay and no later than 14 calendar days from the day on which the notice is received. For a sales contract, Qure may withhold the refund until the goods have been received back or evidence of their dispatch has been provided, whichever occurs first, unless Qure has offered to collect the goods itself.

The original delivery cost is refunded to the extent provided for by law. If the buyer chose a delivery method more expensive than the least expensive standard delivery method offered by Qure, the additional difference may not be refunded in the cases provided for by law. The direct costs of return shipping are borne by the buyer under the conditions of section 5.

14. Refund method

The refund is made using the same means of payment that the buyer used, unless the buyer has agreed to a different method at no additional cost. For card payments, the refund is initiated through the relevant payment provider to the original payment instrument. For Apple Pay or Google Pay, the payment infrastructure linked to the original transaction is used. For fraud prevention purposes, Qure does not make refunds to an arbitrary card or to a third party's account without a lawful and technically permissible basis.

15. Georgian and foreign cards

For a Georgian card, the refund is initiated through the relevant payment service; the time it actually takes for the refund to appear may depend on the issuing bank.

For a foreign card, the price of the goods is set in GEL. The reverse conversion may take place at a different exchange rate. Qure refunds the amount subject to refund within the framework of the original transaction and the legislation, but does not set the exchange rate of the foreign bank or payment system. To the extent permitted by law, Qure does not compensate for any exchange rate difference arising solely from the exchange rate or conversion date applied by the bank or payment system.

16. Bank fees, partial refunds and technical transaction type

Qure does not reduce the mandatory refund amount by its own fee for accepting the original payment, unless this is permitted by law. Fees charged by the buyer's bank in connection with conversion or the servicing of the buyer's payment instrument are outside Qure's control, unless the law expressly places the relevant costs on Qure.

In the case of a permissible partial return, the refund is determined by the price of the relevant goods and other amounts refundable by law. The transaction may technically be processed as a cancellation, reversal, refund or other banking operation; the technical type does not diminish the buyer's rights.

17. Installments, Apple Pay and Google Pay

For purchases made in installments, Qure takes the necessary steps on its part through the relevant bank or payment system. Any amendment to or termination of the financing agreement between the buyer and the bank is carried out by the bank. Qure does not change the interest rate, fee, schedule, limit or other terms of the credit agreement.

Refunds for Apple Pay and Google Pay payments are made through the payment instrument linked to the original transaction.

18. Replaced, expired or closed card

If the original card has been replaced or has expired, or the account has been closed, the buyer should report this if it may affect processing. Qure acts in accordance with the provider's rules. If a refund to the original instrument is technically impossible, another permissible method may be agreed after reasonable verification of identity and of entitlement to the funds.

19. Actual crediting time

The time within which Qure performs its refund obligation and the time within which the bank displays the funds are separate stages. Once the refund has been correctly initiated, further processing may depend on the acquiring bank, the issuing bank, the payment system, the country in which the card was issued, the account currency and the payment method. Qure does not guarantee a specific date on which the bank will display the funds after Qure has properly completed the actions on its part.

20. Erroneous, duplicate or failed payment

In the event of a confirmed duplicate charge or incorrect amount, Qure checks the payment identifiers and takes the necessary measures to return the wrongfully received amount. If the additional charge is a bank hold, the hold is released by the relevant bank or payment system.

If the website shows a failed payment but the bank shows a hold or a charge, Qure checks the status. If Qure has not received the funds, release of the hold depends on the bank. If Qure has received the payment but the order cannot be fulfilled, the corresponding amount is refunded.

21. Chargeback and payment dispute

The buyer may use the transaction dispute procedures provided for by the bank and by law. Qure may provide the bank and the payment system with the necessary information about the order, acceptance of the terms, payment, delivery, receipt, communications and the refund in accordance with the law and the Privacy Policy. Qure may dispute an unfounded chargeback. The buyer is not entitled to receive double reimbursement of the same amount through both Qure and the bank.

22. Discounts, promo codes and gifts

When discounted goods are returned, the refund is determined on the basis of the amount actually paid for the relevant goods and other amounts refundable by law. If the discount depended on the total amount or composition of the order, the consequences of a partial return are determined by the terms of the promotion and the law. The terms of a promotion or gift may not limit the buyer's mandatory rights.

23. Order not received or returned to sender

If the order is returned to Qure because of an incorrect address, the recipient's absence or other circumstances directly caused by the buyer, Qure contacts the buyer. In the cases permitted by law, the actual and reasonable additional costs of redelivery may be charged to the buyer, provided that they were properly disclosed.

24. Inspection of returned goods and rejection of a claim

Qure may check whether the goods match the order, the packaging and security features, signs of opening and use, completeness, the alleged defect and other circumstances relevant to the claim. Inspection is not used to unjustifiably delay the refund.

Qure may reject a claim in whole or in part only where there is a statutory or permissible contractual basis for doing so. An internal rule of Qure does not apply if it conflicts with a mandatory right of the consumer.

25. Goods and services costing no more than 30 GEL

In accordance with the legislation of Georgia, the requirements of the chapter of the law governing distance contracts and off-premises contracts do not apply to goods or services whose price does not exceed 30 GEL. Therefore, the special right to withdraw without giving any reason within 14 calendar days applies subject to this limitation. This does not limit other rights, including rights in respect of defective, unsafe, damaged or incorrectly supplied goods.

26. Fraud prevention and personal data

Qure may take reasonable measures to verify the order number, the payment, the fact of delivery and the condition of returned goods. Such measures are not used to artificially create obstacles for a buyer acting in good faith.

Qure processes the data necessary to identify the order, verify the claim, make the refund, prevent fraud and fulfill legal obligations. Health information voluntarily provided in connection with an allergic reaction or a safety issue is processed in accordance with the Privacy Policy.

27. Amendments to the Policy and governing law

Qure may update the Policy in the event of changes to legislation, payment methods, suppliers or processes. A new version does not apply retrospectively in a way that diminishes mandatory rights under a previously concluded contract.

The Policy is governed by the legislation of Georgia. The buyer may use the administrative, out-of-court and judicial remedies provided for by law.

28. Contact information