Traffic jams, limited time, hectic schedule – for decades, environmental circumstances have created a need that has fostered new services on the market.

Thanks to modern technology, users can now purchase items online and have them delivered to a convenient location. We have seen significant growth in our service industry, particularly during the coronavirus pandemic. However, demand growth created gaps, so we often don’t receive orders we paid for after placing them.

 “I ordered video equipment, a camera, a tripod, and a microphone, which should arrive in Tbilisi within a month. The items were delivered to the shipping company in three days but the equipment was lost,” says Eka Gulua, one of the online shoppers.

Last year, the Georgian parliament passed a law that stipulates fines to be imposed in such cases. It is now the competition agency’s responsibility to enforce the law.

The law determines the terms of product warranties and returns. As per the amendments, the online retailers would risk a 600 GEL fine if it fails to comply with the agency’s decision/executes it late. The upper limit is set at 2% of annual turnover.

“Consumers are legally entitled to unconditionally return only online purchases. In terms of the statutory warranty, if we purchased an item we are entitled by law to have a two-year warranty on it,” says Mariam Shaishemalshvili, the competition agency representative. 

Eka Gulua has already claimed compensation, awaiting reimbursement for the damage.

“Since the company never communicated at all, I have forwarded all of the documents to the competition agency. Because my case was tough, it took two months to investigate. The agency concluded that the shipping company was at fault and that they must completely reimburse me for my losses. I received half of it and am expecting the other half before the end of the month,” she says.

About 300 citizens have already applied to the agency. As part of the refinement process, a number of changes will be added to the law this August.