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Terms and Conditions

Online store terms and conditions

Please read the terms and conditions below in detail:

These terms and conditions constitute a binding agreement between you and Tsitadeli Ltd., ID 404924285, (hereinafter referred to as “Tsitadeli”) and govern your use of the website www.citadeli.com (hereinafter referred to as the “Website”) and the terms and conditions related to the purchase of products.

Personal information that Tsitadeli obtains about you, from you or from third parties is processed in accordance with the privacy policy set out in these terms and posted on the Website, which is an integral part of this Agreement and operates in conjunction with it.

By accessing and using the Website, you confirm that you have read and agree to these terms and conditions, including Tsitadeli’s Privacy Policy.

For any questions regarding the use of the Website and other matters, you may contact Tsitadeli's Customer Service Center at: 0322350035; Email: Onlinestore@citadeli.com Since you wish to purchase products through the Website and Tsitadeli wishes to sell products through the Website, you and Tsitadeli agree to enter into the following agreement:

  1. Terms and definitions
    • Unless otherwise clearly indicated by the specific text and context of the Agreement, the terms used in the Agreement have the following meanings:
      • Tsitadeli/Seller/Company/We/Trader - LLC "Tsitadeli", ID. 404924285, actual address: Tbilisi, R. Agladze #32; Legal address: Tbilisi, Saburtalo district, Didi Dighomi, D. Tavdadebuli st., N16, bldg. 50
      • User/Buyer – a natural or legal person who performs relevant actions/operations on the website in order to purchase products offered by Tsitadeli on the website.
      • Terms of Use/Agreement - these Terms of Use/Agreement, together with any other terms and/or conditions that this Agreement, by appropriate reference, considers part of these Terms and which regulate the issues of access to and use of the Website by the User, including those related to any content, features and services offered on the Website.
      • Account - a user's registered account on the website.
      • Authorization - access to a user's personal account.
      • Products/goods - items posted for sale on the website.
      • Party - one of the parties according to the context.
      • Parties– Both parties together.
      • Website – The Website www.citadeli.com
      • Operation - any operation performed by the user in connection with their personal account and/or services.
      • Universal identifiers - a set of data provided by Tsitadeli to the user, using which they registered in the identification system and is given the opportunity to use a number of Tsitadeli's remote services and/or remote service channels.
      • Access codes - codes, passwords, usernames, identification codes, universal identifiers and/or other types of confidential information that Tsitadeli may provide to the user to access various services.
      • Working day - calendar weekday, excluding weekends and holidays as stipulated by Georgian legislation.
    • Depending on the context, words denoting the singular may mean the plural and vice versa.
  2. Seller’s obligations
    • The trader is obliged to transfer to the buyer the goods that comply with the conditions provided for in the contract.
    • The goods are considered to comply with the conditions provided for in the contract if they correspond to the description provided by the trader to the buyer and have the same properties as the sample of the goods presented by the trader to the buyer.
    • In the absence of a description provided by the trader to the buyer, the goods are considered to comply with the conditions provided for in the contract if they are suitable for the purpose about which the buyer informed the trader at the time of concluding the contract and to which the trader agreed.
  3. User statements, warranties and obligations
    • By agreeing to these Terms and Conditions, the User acknowledges and confirms that:
      • They are a legal entity established in accordance with the legislation of Georgia or a natural person aged 18 or over, with full and unrestricted legal capacity (or a person under the age of 18 who has permission from the relevant persons to enter into this Agreement).
      • They have full authority to enter into and perform the obligations set forth in this Agreement.
      • They have read and agree to these Terms and Conditions.
      • All data provided by them is accurate.
      • Upon opening a personal account and for the entire period of validity of the Agreement, their activities and/or actions are/will be in accordance with the legislation of Georgia.
      • They agree that after opening a personal account, Tsitadeli may search/verify and process (including for direct marketing purposes) any information provided by or related to the user, including personal information and/or universal identifiers.
      • They agree to receive short texts, voice and/or other types of advertising messages to the user's phone number and email address provided to Tsitadeli at a frequency determined by Tsitadeli, until Tsitadeli receives other instructions from the user.
      • They will immediately notify Tsitadeli in writing of any circumstance(s) that may conflict with its stated statements and/or result in a breach of the stated warranties;
    • The design of the website, software package, main program code, software and other materials are subject to copyright and other intellectual property rights and are therefore subject to protection;
    • The user is obliged to always keep the access codes to his personal account safe and never disclose them to third parties.
    • The user assumes full responsibility for any actions taken with their account. In the event that a person accesses the user's account on behalf of and under the instructions of another person, it is assumed that they have sufficient authority to impose certain obligations on the user. Tsitadeli fully disclaims liability for any damage caused by a third party accessing the user's account.
    • The User is obliged to change their password and immediately contact the Tsitadeli Service Center if the User has reasonable suspicion that their personal account login information, password or other security access code(s) or means have been stolen, lost, misappropriated, used without authorization or otherwise misappropriated. Failure to comply with this obligation will jeopardize the security of the User's personal account and will also result in their liability for any losses.
    • The User is obliged to ensure the accuracy and updating of the information in their personal account. Tsitadeli is not liable for any damage caused by the User's failure to fulfill this obligation. Tsitadeli is entitled to request from the User at any time to confirm the accuracy of the information or to provide documents or other evidence.
  4. Registration & authorization the web-page
    • To use the website, it is necessary for the user to register a personal account on the website and undergo authorization.
    • Account registration:
      • To register, the user must enter in the appropriate fields: username, last name, email, phone number and password, which only they know and the system does not store it in an accessible form, but rather stores its hashed version, which is not accessible to anyone except the user.
      • By clicking on the registration button, the user automatically agrees to the website's terms, conditions and privacy policy.
      • The user can register or authenticate via their Facebook profile.
    • Authorization:
    • After account registration and verification, the user must be log in to use the website.
    • Authorization/log in is performed through the user's universal identifiers (e-mail and password or Facebook profile).
  5. Identifiers registered in the system:
    • Username – one of the parameters automatically determined by the centralized identification system for authorization to receive remote services.
    • Password – one of the parameters automatically determined by the centralized identification system for authorization to receive remote services, which the user determines upon registration in the centralized identification system, via the remote service channel(s) selected by the Tsitadeli or another communication channel. The password is subject to subsequent update/change at the user’s request.
    • Mobile phone number – the phone number to which the user receives one-time access codes and one-time passwords (if any) required for performing operations specified by the centralized remote service.
    • The user's email address is unique - the email address to which the user receives the access codes and passwords (if any) necessary for performing certain operations with the centralized remote service. To receive a centralized remote service, the user may be required to perform authorization using a simple (using a name (email) and password) or complex (using a name, password and one-time code) authorization method. The authorization method for using each relevant remote service channel(s)/services is also registered in the centralized identification system.
    • For service improvement and/or security purposes, the Company may define additional or different user identifiers.
  6. Selecting the desired products by the buyer, placing and receiving the order:
    • The user navigates to the home page of the website, from where they can access various information through the navigation buttons.
    • The user selects the desired product category using the navigation buttons, after which they are given the opportunity to filter the data according to the desired product features, discounts and/or other offered data.
    • The user selects and places the desired product in their cart by clicking the “Add to Cart” button.
    • Before completing the purchase procedure, the user indicates the following information about themselves on the appropriate page and in the appropriate fields: personal number or identification code, mobile number, physical address, preferred delivery and payment methods (delivery service is valid only within Tbilisi). After filling in the specified fields, the buyer is given the opportunity to complete the purchase procedure.
    • After filling in the fields on the purchase page, after clicking on the payment button, the user will be redirected to the payment page, where the cost of the product may be added to the cost of various services.
    • The order is considered completed and the item selected by the user through the website is considered purchased and the user will be granted ownership of the item after the item is delivered by the Company to the user or a person trusted by the user (identity is recorded in the comment field) at the specified delivery location and the recipient confirms it with a signature.
    • In the event of the impossibility of delivering the item to the user, Tsitadeli is authorized to cancel the order.
    • If Tsitadeli cancels the order placed by the user, Tsitadeli is obligated to refund the user to the same account and in the same amount that the user paid before the company canceled the order.
    • The order may be adjusted by telephone communication with the buyer, and the buyer confirms the additional deduction or refund of the difference between the order amounts during a telephone conversation with the Tsitadeli operator.
    • The seller is obliged to process the buyer's order within no more than two business days from the moment of confirmation of online payment. The delivery period of the item to the buyer (within Tbilisi) is 5 business days from the date of order processing.
  7. Procedure for receiving purchased products:
    • The user will be able to receive the products purchased through the website according to the rules of the predetermined delivery service.
    • In case the user purchases the product in installments and/or by non-cash payment (by card), the recipient/delivery person of the purchased product may be:
      • The user;
      • Any other capable person specified by the User.
    • If the buyer wants another person to pick up the product instead of them, in such a case, they must indicate the following information about the person to pick up on the relevant page of the buyer and in the relevant fields (comment field) before completing the purchase procedure: name, surname, personal number and mobile phone number.
    • The seller is obliged to provide the buyer with all documents related to the order upon request.
    • The buyer is obliged to inspect the order upon receipt and confirm by signature that the item does not have any visual defects. In addition, if the buyer or a person designated by the buyer does not make a claim regarding the condition of the product upon delivery, it is considered that the product does not have any external damage or defect.
  8. Settlement between the buyer and Tsitadeli:
    • The user can make payments by credit card, which implies acceptance of these terms and conditions.
    • When paying by credit card, the transfer recipient is Tsitadeli LLC.
    • The user makes payments to Tsitadeli using the following payment methods:
      • VISA, MASTERCARD, AMERICAN EXPRESS card on the website www.citadeli.com
      • Online installments
  1. Legal warranty
    • If the goods are found to be defective, the buyer has the right to require the trader to eliminate the defect (repair or replacement of the goods free of charge, price reduction) or to withdraw from the contract.
    • Repair and replacement of goods are the first-order rights of the buyer. The buyer has the right to require the trader to repair or replace the goods free of charge, unless this is impossible due to the nature of the goods or requires disproportionate or disproportionately high costs.
    • The goods must be repaired or replaced within a reasonable time, so that the buyer does not experience significant disruption, taking into account the nature of the goods and the purpose for which they purchased the goods.
    • Repair or replacement of goods free of charge implies that the trader bears all costs (including postage, labor and material costs) necessary to ensure that the goods comply with the conditions stipulated in the contract.
    • The buyer has the right to request a reduction in the price of the goods or to withdraw from the contract if one of the following conditions exists:
      • The goods cannot be repaired or replaced;
      • The trader has not repaired or replaced the goods within a reasonable time and the buyer has lost interest in the performance of the contract;
      • The trader’s repair or replacement of the goods would cause significant inconvenience to the buyer;
    • The buyer has the right, in the event of withdrawal from the contract, to demand compensation for damage caused by non-performance of the contract in accordance with the procedure established by the legislation of Georgia.
    • The buyer does not have the right to refuse the contract if the defect in the goods is insignificant.
    • When determining whether the cost is disproportionate or inappropriately high, the following conditions must be taken into account:
      • The price of the goods or services in case of their compliance with the terms and conditions stipulated in the contract;
      • The degree of non-compliance of the goods or services with the terms and conditions stipulated in the contract;
      • An alternative possibility of eliminating the defect in the goods without causing inconvenience to the buyer.
    • The buyer has the right to exercise the above-mentioned rights if the defect in the goods was discovered within 2 years from the date of delivery of the goods.
    • If the buyer discovers the defect in the goods within 6 months from the date of receipt of the goods, it is presumed, until proven otherwise, that the defect existed at the time of delivery of the goods, if this is possible due to the nature of the goods or the nature of the defect. In this case, the burden of proof lies with the trader. If the buyer discovers the defect in the goods after 6 months from the date of receipt of the goods, the burden of proof that the defect existed at the time of delivery of the goods lies with the buyer.
    • o If there is a commercial guarantee on the product, the commercial guarantee does not limit the above-mentioned rights of the buyer.
  2. Unconditional return policy
    • A buyer who is a natural person and who purchases a product for personal use has the right to withdraw from a remote contract and/or an off-site contract within 14 calendar days without giving any reason. This period is calculated as follows:
      • In the case of a service contract - from the conclusion of the contract;
      • In the case of a purchase contract - from the receipt of the goods by the buyer or a third party designated by them (except the carrier);
      • In the case of a piecemeal order of goods by the buyer - from the receipt of the last item by the buyer or a third party designated by them (except the carrier);
      • In the case of a contract for the regular (defined periodic) delivery of goods - from the first receipt of the item by the buyer or a third party designated by them (except the carrier).
    • The buyer is obliged to send the seller the return form below or other unambiguous evidence, which reflects the buyer’s decision to return the goods, within the above-mentioned period. The burden of proving the exercise of the right to withdraw from the contract within the established period lies with the buyer.
    • The return form/ buyer’s decision to withdraw from the contract must be sent to the seller at the following address: E-mail Onlinestore@citadeli.com; Address: Tbilisi, R. Agladze #32, Tsitadeli office.
    • In case of withdrawal from the contract, the buyer is obliged to:
      • Return the goods to the trader or a third party designated by them immediately after sending the notification of withdrawal from the contract, but no later than 7 calendar days.
      • Pay the direct (immediate) costs associated with returning the goods.
    • The product return hours are:

Monday 09:00 – 18:00

Tuesday 09:00 – 18:00

Wednesday 09:00 – 18:00

Thursday 09:00 – 18:00

Friday 09:00 – 18:00

Saturday 09:00 – 18:00

Sunday 09:00 – 18:00

 

 

 

Appendix #1

Form to be filled out in case of withdrawal from the contract

Seller's name: LLC "Tsitadeli"

Seller's actual address: Tbilisi, R. Agladze 32

 

User Name:

Order Date:

Order Received Date:

Order Address:

Contact Information:

Product Name:

 

 

 

Download the contract withdrawal form

 

  1. Force-majeure
    • The parties are exempt from liability for failure to fulfill their contractual obligations if this is due to force majeure circumstances.
    • Force majeure means circumstances that did not exist at the time of conclusion of the contract, arose without the will of the parties and the control of the occurrence and action of which exceeds the reasonable control of the parties and which make it impossible for the parties to fulfill their obligations under the contract, in particular natural disasters, earthquakes, pandemics, epidemics, hostilities, states of emergency, decisions of local and central government bodies, civil unrest. As well as all other types of actions that, like the above-mentioned actions, substantially prevent or make it impossible to fulfill the obligations assumed within the agreed deadlines.
  2. Closing an account and cessation of usage
    • The User is entitled to request the cancellation of the personal account registered on the Website at any time. For this, they must send a request to the Company to the Company's e-mail. The User's personal account on the Website will be canceled by the Company within 14 days from the date of receipt of the User's request.
    • Cancellation of the personal account registered on the Website does not result in the termination of the provisions of the Privacy Policy provided for in the Agreement.
    • Cancellation of the personal account registered on the Website does not result in the automatic deletion of the User's personal data. To delete personal data, the User must send a corresponding request to the Company's e-mail. In such a case, the User's personal data will be deleted by the Company within 01 month from the date of receipt of the User's request.
  3. Applicable jurisdiction and conflict resolution
    • Any issue not regulated by this Agreement shall be governed by the laws of the Republic of Georgia.
    • The place of performance of the Agreement shall be Republic of Georgia.
    • In the event of a dispute, the dispute shall be considered by the courts of Republic of Georgia.
  4. Term of the contract and it’s cessation
    • This Agreement shall enter into force upon the User's commencement of use of the Website and shall remain in force until the User's registration is cancelled.
  5. Closing stipulations:
    • The articles, clauses and subclauses of the Agreement are numbered and titled for convenience only and this fact is not relevant for the interpretation of the Agreement.
    • Upon request, the User is obliged to provide Tsitadeli with any additional information and, as well as, submit relevant supporting documents that Tsitadeli requires and/or are specified in the legislation of Georgia.
    • In the event that any provision of the Agreement is declared invalid, the remaining provisions of the Agreement shall remain in full force and effect. Instead of the invalid provision, a provision shall be applied that more easily achieves the purpose set forth in the Agreement (including the invalid provision).
    • The annexes to the Agreement (if any) shall be subject to the full force and effect of the articles, clauses and subclauses of the Agreement.