Terms & Service Details

Terms and Conditions and Privacy Policy 1. General Provisions These Terms and Conditions govern the principal aspects of the relationship between Royal Honey LLC and users of the website. Company details: Royal Honey LLC Identification Number: 424617846 Registered/Business Address: 76B Vazha-Pshavela Avenue, Tbilisi, Georgia Email: info@royalhoney.ge Telephone: 595 24 00 00 By placing an order through the website, the user confirms that they have read, understood, and agreed to these Terms and Conditions. Royal Honey LLC reserves the right to update these Terms and Conditions periodically. Any updated Terms and Conditions shall take effect upon their publication on the website and shall apply to orders placed after the date of publication. Orders already placed shall remain subject to the Terms and Conditions applicable at the time the order was placed, unless otherwise required by law. 2. Products and Order Placement The description, ingredients, weight, price, and other important characteristics of each product available on the website are provided on the relevant product page. Product prices are stated in Georgian Lari (GEL) and include all taxes required by law, unless otherwise indicated on the website. An order shall be considered successfully placed once the user has completed the ordering process and received the relevant confirmation. If an ordered product is no longer available, the user will be notified, and the amount paid for that product will be refunded in full. 3. Order Cancellation An order may be cancelled, and a full refund may be issued, within one hour of placing the order, provided that the order has not yet been transferred to the courier service. To cancel an order, the user must contact us by email or telephone and provide the relevant order number. The expiry of the one-hour cancellation period does not restrict the user from exercising any rights provided under Georgian law, including the right to withdraw from a contract, return a defective product, or exercise any other applicable legal right. 4. Product Returns and Replacements Considering food safety and hygiene requirements, honey, gozinaki, and other food products sold by Royal Honey LLC are not eligible for return or exchange after purchase and delivery to the customer. A product may be returned or replaced, or a refund may be issued, only if: • the customer received a product different from the one ordered; • the customer received an expired product; • applicable Georgian law expressly requires the return or replacement of the product or the reimbursement of the amount paid. If the customer receives an incorrect or expired product, they must notify us within 24 hours of receiving it and provide the order number and a photograph showing the condition of the product. If the non-conformity is confirmed, the Company will replace the product or refund the amount paid. Products that have been opened, used, partially consumed, damaged, or stored under improper conditions by the customer are not eligible for return, replacement, or refund, except where expressly required by Georgian law. 5. Incorrectly Delivered or Defective Products If the customer receives a product that does not correspond to the order, is damaged, or is defective, the customer is advised to contact us within 24 hours of receiving the product. Contact details: Email: info@royalhoney.ge Telephone: 595 24 00 00 The customer may be asked to provide the order number and a photograph showing the condition of the product. This will help us review the request promptly. The 24-hour period is a recommended notification period intended to ensure prompt service and does not restrict any rights granted to the customer under applicable law. After inspecting the product, where there are valid grounds, the Company will provide a replacement free of charge, reduce the price, or issue a refund in accordance with applicable law. The Company will cover the costs associated with returning an incorrect, damaged, or defective product. Damage caused by the customer after receiving the product, or deterioration resulting from failure to comply with the required storage conditions, shall not be eligible for replacement or compensation. 6. Delivery The delivery times indicated on the website are estimates. The actual delivery time may depend on the size of the order, the delivery address, the courier service, and other objective circumstances. The Company will make every reasonable effort to deliver the products within the timeframe specified when the order is placed: • Within Tbilisi: within 3 business days of placing the order. • Outside Tbilisi: within 7 business days of placing the order. In the event of a significant delivery delay, the customer has the right to contact us and request information regarding the status of the order. The risk of loss of or damage to the product passes to the customer once the product has been physically delivered to the customer or to a person authorised by the customer. 7. Payment When payment is made by bank card, the card details are processed by Bank of Georgia in accordance with the bank’s security requirements and privacy policy. Privacy Policy 8. Data Controller The entity responsible for processing customers’ personal data is: Royal Honey LLC Identification Number: 424617846 Email: info@royalhoney.ge Telephone: 595 24 00 00 9. Personal Data We Process When placing an order, registering on the website, or contacting us, the following personal data may be processed: • first name and surname; • delivery address; • telephone number; • email address; • order number, purchased products, and payment information; • information contained in correspondence and communications with us. The legal basis for processing personal data may include entering into or performing a contract with the customer, complying with legal obligations imposed on the Company, the customer’s consent, or the Company’s legitimate interests, depending on the relevant circumstances. 10. Disclosure of Personal Data For the purpose of delivering an order, the customer’s name, telephone number, and address may be disclosed to the courier service provider. The information required to process payments is processed by Bank of Georgia. Personal data may also be disclosed to website, hosting, technical support, and other service providers, but only to the extent necessary for them to provide the relevant services. 11. Data Retention Period Personal data is retained only for as long as necessary to fulfil the purpose for which it was processed. Information relating to orders and payments may be retained for the period necessary to perform the contract, review customer requests, and comply with accounting, tax, and other legal obligations. Personal data processed on the basis of consent shall be retained for the duration of that consent or until the consent is withdrawn, unless another lawful basis for retaining the data applies. 12. Cookies The website uses cookies to ensure its proper operation, remember user preferences, perform analytics, and assess the effectiveness of advertising. Essential cookies are required for the website’s core functions and are always active. Analytical and advertising cookies are activated only after the user has made the relevant selection or provided consent. 13. Jurisdiction and Dispute Resolution Any dispute arising between the Company and the customer should first be resolved through negotiation and mutual agreement. If an agreement cannot be reached, the customer has the right to apply to the competent consumer protection authority or to a court. Any dispute shall be considered in accordance with the applicable laws of Georgia and the jurisdiction rules established by law.