Warranty Law refers to a consumer's right to request repair, replacement, or refund for a purchased item if it turns out to be defective. In Georgia, the Law on Protection of Consumer Rights came into force in 2022, radically changing warranty conditions in favor of the consumer. Many citizens are still unaware that the law obliges the seller to provide a minimum 2-year legal guarantee on almost all products, regardless of what the store writes in its internal warranty card. This service involves legal assistance when a store or service center refuses to repair a defective item, cites "improper use" as an excuse, or delays the process unreasonably.
What does this service cover?
Warranty dispute services include:
- Legal Guarantee Protection: Ensuring the store enforces the 2-year statutory warranty period. For the first 6 months, the burden of proof is on the store (they must prove you broke it), while for the remaining 18 months, it is on the consumer.
- Commercial Warranty Analysis: Reviewing the warranty terms issued by the store to ensure they do not contradict the law or restrict consumer rights.
- Drafting Claims: Preparing and sending a legally sound written claim to the trader, which is a necessary prerequisite for a dispute.
- Refund Demands: If the item cannot be repaired or replaced within a reasonable time, demanding contract cancellation and a full refund.
- Filing with Competition Agency: Filing a complaint and managing the process at the Georgian National Competition and Consumer Agency.
Common Real-World Scenarios
Typical warranty disputes:
- Refusal to Repair: You bought a phone that broke in 1 month. The service center claims "water damage" and voids the warranty, even though you know this is false.
- Delaying the Process: You handed in a laptop for repair, and they haven't returned it for 3 months, claiming "waiting for parts." The law requires a "reasonable time."
- Car Warranty: A new car has engine trouble, but the dealer refuses repair because you changed oil elsewhere (which may be unrelated to the defect).
- Online Purchase: An online store sent a defective item and refuses to take it back.
Georgian Legal Framework
The main legal act is the Law of Georgia on Protection of Consumer Rights. The law establishes a hierarchy: upon discovering a defect, the consumer first has the right to demand repair or replacement. If this is impossible or the trader fails to do so on time, only then can a refund or price reduction be requested. Also important are the norms of the Civil Code regarding sales contracts. The law is mandatory — shops cannot restrict these rights via contract.
Process: How does a specialist work?
The lawyer first assesses the timelines (whether 2 years have passed). Then a claim is drafted. For expensive items (e.g., a car), independent expertise might be needed to determine the cause of the defect. The most effective route is often appealing to the Competition Agency, which has the power to fine businesses. The lawyer represents your interests in this administrative process.
Why Legal.ge?
Stores often take advantage of consumers not knowing their new rights. On Legal.ge, you will find lawyers familiar with consumer legislation who will help restore justice. Do not throw away a broken item — force the seller to fulfill their legal obligation.
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