Terms of service

1. General terms

matisarty.com and the online store presented under the MATISARTY brand are operated by Mati LLC, identification code 208194292. By using the website or placing an order, the customer confirms that they have read these terms.

These terms apply to products listed on the website, online orders, payment, delivery, returns and related customer services. Mandatory rights granted by law are not limited by these terms.

2. Products and prices

A product’s essential characteristics, available variants and price are shown on its product page. Prices are displayed in Georgian lari and include applicable taxes unless expressly stated otherwise.

We aim to represent images and colors accurately, although screens may display them differently. If a technical error occurs or stock unexpectedly becomes unavailable, we will contact the customer promptly and offer an order change or a full refund.

3. Orders and payment

Before placing an order, the customer reviews the cart, contact and delivery information, selected delivery method, its cost and the total payable amount. An order is accepted after confirmation.

Payment is available through the methods shown at checkout. For online card payments, full card details are not stored on MATISARTY servers and are processed by an authorized payment provider.

4. Delivery and receipt

• Available delivery methods and the exact cost are calculated at checkout from the address and order before confirmation.
• Estimated delivery is 1–2 business days in Tbilisi and 2–3 business days in other regions. Express or free delivery applies only when the corresponding option appears at checkout.
• Delivery times may change due to public holidays, high demand, incomplete address details, weather, courier disruption or other circumstances outside our control. We will notify the customer of a material delay.
• The customer should inspect the package and product on receipt. If an item is damaged, defective or incorrect, the customer should contact us promptly with the order number and photos.

5. Withdrawal from an online contract

Except where Georgian law provides an exclusion, a customer may withdraw from an online purchase without giving a reason within 14 calendar days after receiving the product.

To withdraw, the customer must send a clear notice before the deadline to info@matisarty.com or through the contact page, including their name, order number, item being returned and contact details.

6. Returning products and return costs

• After sending the withdrawal notice, the product must be returned without delay and no later than 7 calendar days to an agreed branch or an address specified by us.
• The customer pays the direct return cost unless the item is defective, damaged or different from the order, or Mati LLC agrees to cover that cost.
• The customer may handle the item only as necessary to establish its nature, characteristics and functioning. The customer is responsible for diminished value caused by handling beyond that scope.
• Where reasonably possible, the product should be returned complete and in its original packaging. Missing packaging alone does not limit statutory consumer rights.

7. Refunds

Following a lawful withdrawal, Mati LLC will refund the product price and standard delivery cost no later than 14 calendar days after receiving the notice. Any additional cost caused by choosing a more expensive delivery service than the standard option is not refundable.

The refund is issued through the original payment method unless the customer agrees to another method without additional cost. We may withhold the refund until we receive the product or proof that it was sent back, whichever occurs first. Bank posting times depend on the relevant bank and payment provider.

8. Exceptions to withdrawal

The no-reason withdrawal right does not apply in cases excluded by law, including goods made to the customer’s specifications or clearly personalized, perishable goods, and sealed goods where the seal has been broken and the item cannot be returned for health or hygiene reasons.

These exclusions do not limit the customer’s rights if an item is defective, damaged or different from the order.

9. Defective or incorrect products

If a product does not conform to the contract, the customer may exercise the remedies provided by law, including free repair or replacement in the first instance and, where applicable, a price reduction or withdrawal. Mati LLC covers the necessary return cost in such cases.

10. Personal data

Information about personal data processing, cookies and customer rights is available in our privacy policy.

11. Changes, disputes and contact

Mati LLC may update these terms when the website, services or applicable law changes. An order is governed by the terms published when it was placed, except where mandatory law requires otherwise.

Customers can contact us at info@matisarty.com or through the contact form. Disputes will first be addressed through negotiation and otherwise under Georgian law. Customers may also apply to the Georgian Competition and Consumer Agency or a court.