Effective Date: January 2025
Company: Individual Entrepreneur DMITRY BABKIN
Reg. No: 305493597
Address: 6004, Batumi, Mamia Komakhidze Street, 97, Georgia
Email: mocheqi.georgia@gmail.com
Phone: +995 55 112 40 94
WhatsApp: +995 599 241 372
1. General Return Policy
Due to hygiene and safety standards, cosmetic products cannot be returned or exchanged if they have been:
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opened,
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used,
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unsealed,
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or show any signs of tampering.
Returns are accepted only in the following cases:
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the product arrived damaged,
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the product arrived expired or defective,
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an incorrect item was delivered,
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the product is unopened, unused, and still sealed (within 48 hours of delivery).
Returns are not accepted based on personal preferences such as scent, color, consistency, or performance differences.
2. Eligibility Requirements
To qualify for a return or refund, the following conditions must be met:
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The request must be submitted within 48 hours of receiving the order.
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The product must be unused, undamaged, and in its original sealed packaging (unless the claim relates to defects or incorrect delivery).
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Proof of purchase (order number, invoice, or confirmation email) is required.
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Clear photos or videos showing the defect, damage, or incorrect product must be provided.
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The customer must provide a photo/video of the product before opening and, if necessary, the outer packaging.
If the request is made later than 48 hours, the company reserves the right to decline the claim.
3. Inspection Upon Delivery
Customers are strongly encouraged to:
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inspect the package immediately upon delivery,
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record a video of unpacking, especially if there are signs of damage.
If external packaging is damaged, customers should document this immediately.
Failure to provide adequate evidence may limit or void eligibility for a refund or replacement.
4. Refund Procedure
To request a refund:
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Contact us within 48 hours of delivery via email or WhatsApp:
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Email: mocheqi.georgia@gmail.com
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WhatsApp: +995 599 241 372
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Provide:
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Full name
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Order number
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Description of the issue
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Photos and videos as proof
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Wait for review and confirmation from our support team.
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If approved, you will receive instructions for returning the product (if return is required).
Refunds will be processed within 7–14 business days from the date of approval.
Refunds are issued only to the same payment method used for the original purchase.
Processing times may vary depending on the customer’s bank.
Cash refunds are not available for online payments.
5. Replacement and Exchange
A product will be replaced if:
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it is delivered damaged,
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it is defective,
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an incorrect item was shipped.
If the replacement item is out of stock, the customer will receive a refund instead.
Replacement shipping is free if the error was on our side.
If the customer requests a replacement of an unopened item due to personal reasons,
shipping fees are the customer’s responsibility.
6. Cancellation Policy
Orders may be canceled only if they have not yet been shipped.
Once the order has been dispatched, cancellation is not possible.
To request cancellation, contact us immediately by phone or WhatsApp.
7. Shipping & Delivery Terms
The website indicates delivery times and fees based on the customer’s location.
Please note:
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Delivery times may vary depending on courier service workload and holidays.
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The date of “delivery” is considered the timestamp provided by the courier company.
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Shipping fees are non-refundable, except when the return is due to our mistake.
We are not responsible for delays caused by courier companies, customs, or force majeure events.
8. Non-Returnable Items
The following items cannot be returned under any circumstances:
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opened or used cosmetic products,
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items with damaged packaging after delivery,
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personal care products,
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items purchased on sale, promotion, or clearance,
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gift cards, samples, trial kits.
9. Reactions, Sensitivities & Allergies
Returns or refunds cannot be issued for:
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allergic reactions,
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skin sensitivities,
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individual intolerance to ingredients.
These reactions vary from person to person and do not indicate product defects.
Customers are encouraged to check ingredient lists carefully before purchasing.
10. Responsibility for Product After Delivery
We are not responsible for damage caused by:
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improper storage,
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exposure to high temperatures,
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direct sunlight,
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moisture,
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misuse of the product.
Such products are automatically considered non-eligible for return or refund.
11. Lost or Stolen Packages
We are not responsible for:
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packages stolen after delivery confirmation,
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packages marked as “delivered” by the courier but not received.
In such cases, customers must contact the courier service directly.
12. Governing Law
This Refund & Return Policy is governed by the laws of Georgia.
Any disputes arising from purchases or returns shall be resolved in accordance with Georgian legislation.
13. Contact Information
For all questions related to returns, refunds, or order issues, contact:
Individual Entrepreneur DMITRY BABKIN
📍 Address: 6004, Batumi, Mamia Komakhidze Street, 97, Georgia
📞 Phone: +995 55 112 40 94
📱 WhatsApp: +995 599 241 372
📧 Email: mocheqi.georgia@gmail.com