E-Commerce Consumer Rights

E-Commerce Consumer Rights protection is a fundamental aspect of digital trade in Georgia. The e-commerce boom brings strict regulations aimed at protecting online shoppers. The Law of Georgia on Consumer Rights Protection (which came into force in 2022) imposes specific requirements on distance contracts (online sales). This concerns obligations for pre-contractual information provision, the right of withdrawal, and the prohibition of unfair terms. Online stores that do not follow these rules risk not only fines from the National Competition Agency but also loss of consumer trust and public naming and shaming.

For businesses, it is essential to align website Terms & Conditions with the law. Often, Georgian online stores simply translate foreign texts, which is insufficient because Georgian law is stricter or different from European law in certain matters. Legal.ge offers access to lawyers who will help you ensure full legal compliance for your e-commerce platform, protecting you from fines and disputes.

What does the E-Commerce Rights Service cover?

The service covers both Business (Compliance) and Consumer (Protection) interests:

• Drafting Terms & Conditions: Creating website usage rules that include all mandatory information (price, warranty, returns, delivery).
• Pre-contractual Information Audit: Checking if the store provides full information to the consumer before clicking the buy button (Article 5 of the Law).
• Eliminating Unfair Terms: Removing clauses from contracts that imbalance rights between parties (e.g., "the store reserves the right not to refund").
• Complaint Management Mechanism: Implementing internal procedures for handling consumer complaints.
• Dealing with Competition Agency: Representing the business during investigations initiated by the Agency.
• Consumer Consultation: Assisting citizens whose rights were violated during online shopping.

Common Real-World Scenarios

The following violations and problems are common in e-commerce:

• Hidden Costs: Additional commissions or delivery fees appeared on the checkout page, about which the consumer was not warned in advance.
• Pricing Errors: Due to a technical glitch, an expensive item was sold for 1 GEL. The store cancelled the order, while the consumer demands delivery.
• Delivery Delays: The store committed to delivering the item in 3 days but delayed it for 2 weeks. The consumer has the right to request contract cancellation.
• Lack of Information: The site does not list the trader's legal name, address, and contact email.

Legal Framework: Distance Contracts

The Law of Georgia on Consumer Rights Protection dedicates a separate chapter to distance contracts. According to the law, the trader is obliged to clearly provide information on the main characteristics of the item, price including taxes, delivery terms, and, most importantly, the 14-day right of return. If this information is not provided, the return period automatically extends by 12 months. Also important is the Law on E-Commerce, which regulates the obligations of information society service providers.

Step-by-Step Service Process

1. Website Audit: The lawyer walks through the User Journey on the site.
2. Gap Identification: Determining where mandatory information is missing.
3. Documentation Preparation: Writing or updating Terms and Conditions.
4. Integration: Working with the IT team to ensure the "I agree to terms" button is legally sound.

Why choose a specialist on Legal.ge?

The Competition Agency is increasingly fining online stores. One incorrect sentence on your site can cost you dearly. Lawyers on Legal.ge specialize in digital law and will help you build a transparent, legal, and consumer-oriented online business. Protect your e-commerce from legal risks.