Product Returns and Refund Policy

1. Legal basis and scope

This policy takes into account the Law of the Republic of Armenia on Consumer Rights Protection, in particular Articles 16–23 and 24.4–24.11, and the applicable provisions of the Civil Code of the Republic of Armenia. Article 23 governs the return and exchange of non-food goods of proper quality. Additional rules on withdrawal from a contract apply to distance purchases.

Consumer rights apply to individuals purchasing goods outside their entrepreneurial, business or professional activities. Returns for business purchases are governed by the relevant contract and applicable legislation. This policy does not limit any mandatory rights granted to the buyer by law.

2. Return or exchange of goods of proper quality under Article 23

A consumer may return or exchange non-food goods of proper quality within 14 calendar days of their handover if they are unsuitable in shape, dimensions, colour or size, or cannot be used for their intended purpose for other reasons, subject to the exceptions provided by law. Any price difference will be adjusted accordingly.

For a return under Article 23, the goods must be unused, with their saleable appearance, consumer properties, seals and product labels preserved. A payment document or other transaction document and proof of purchase from Tectronis must be provided. The deadline is met if the goods are handed over to a postal, courier, transport or other delivery service within 14 days of receipt.

3. Withdrawal from an online purchase

Under Article 24.4, a consumer may withdraw from a distance contract without giving a reason within 14 calendar days of the actual receipt of the goods by the consumer or their designated recipient, subject to the exceptions in Article 24.9. If goods from a single order are delivered separately, the period begins upon receipt of the last item or last batch.

Notify the Company of your decision to withdraw from the contract before the period expires. The Company's prior approval is not a condition for exercising this right. After giving notice, you must return or hand over the goods to the Company within 14 calendar days, unless the Company has offered to collect them itself (Article 24.8).

If the buyer was not given the information about the right of withdrawal required by law before entering into the contract, the extension under Article 24.5 applies: up to 12 months after the original period expires. If the information is provided during that time, the period is 14 days from the date the buyer becomes acquainted with it.

4. Condition, included items and packaging

Return the goods together with the components, accessories and documents supplied with them. We recommend keeping the original packaging and using suitable protective packaging for transport. The absence of original packaging alone does not automatically justify refusing every type of return; the conditions of the relevant legal basis apply.

For withdrawal from a distance contract, costs associated with a reduction in the value of the goods may be taken into account only in the case provided in Article 24.8(2), where that reduction results from use of the goods other than for their intended purpose. The grounds and calculation must be substantiated and communicated to the buyer. No arbitrary return penalties apply. Conditions concerning the preservation of goods of proper quality are not used to refuse consideration of a lawful claim concerning defects.

5. Defects, damage and discrepancies with the description

If the goods have a defect, are damaged during delivery or do not match the agreed description or specifications, notify the Company of the problem. Claims are considered under Articles 16–22. Available remedies may include rectification of defects free of charge, reimbursement of expenses provided for by law, a proportionate price reduction, replacement or termination of the contract, where the relevant grounds exist.

Special statutory conditions apply to technically complex goods, including the requirement of a material breach for the relevant remedies. A minor defect alone does not entitle the buyer to terminate the contract under Article 16; the seller bears the burden of proving that the defect is minor.

The 14-day period for goods of proper quality does not extinguish rights relating to defects. The periods established by legislation and any applicable warranty apply. The absence of an additional commercial warranty does not remove mandatory consumer rights. When defective goods are lawfully returned, no deduction is made for a reduction in value caused by use, loss of saleable appearance or similar circumstances (Article 518 of the Civil Code of the Republic of Armenia).

6. How to request a return or exchange

Email info@tectronis.am or call +374 33 898985. Provide your name, contact details, order number or other proof of purchase, product name and the remedy you are requesting. For a defect claim, describe the problem; photographs and videos will help us assess it if available. You do not need to give a reason for withdrawing from a distance contract.

To establish the date of your request, we recommend giving written notice and keeping a copy of the message sent. The Company will provide the return procedure and the address for handing over the goods. Arranging these practical details does not suspend or shorten statutory deadlines.

Submit a defect claim in writing, taking into account the two-month period from discovery of the defect and the rules of Article 17.1. The consequences of missing that deadline are determined by that Article; missing it does not mean automatic refusal in every case. You may use the telephone for initial contact and to arrange the next steps.

7. Response to a request and inspection of the goods

The Company will respond within 3 business days, explaining the next steps or the grounds for its position. This is a response period, not an additional period extending statutory deadlines for refunds or fulfilment of other claims.

Where necessary, the Company will conduct a quality inspection. The consumer has the right to participate. A dispute about the cause of a defect is resolved with regard to the expert examination procedure under Article 16, including the consumer's right to challenge the expert's findings.

8. Handover of goods and transport costs

The buyer bears the cost of returning goods of proper quality under Article 23 unless the parties agree otherwise. For withdrawal from a distance contract, the buyer bears the direct cost of return delivery only if properly informed in advance of that obligation and of the right of withdrawal, unless the Company has agreed to bear those costs.

For a repair, replacement or termination of the contract due to a defect as provided by law, the Company takes the goods back at its own expense (Articles 16, 18 and 19). The seller's obligations under Article 16(6) additionally apply to the transport of bulky goods and goods weighing more than 5 kg for repair, price reduction or replacement.

The seller bears the risk of accidental loss or damage until the goods ordered under a distance contract are actually received by the buyer or their designated recipient. If the consumer independently commissions transport from a carrier of their choice, the point at which risk passes is determined by Article 24.11(2). The buyer must provide reasonable protection for the goods during return transport arranged by the buyer.

9. Refund deadlines

For a lawful withdrawal from a distance contract, the Company refunds the payments received no later than 14 calendar days after receiving the withdrawal notice (Article 24.7). Unless the Company has offered to collect the goods itself, the refund may be withheld until the Company receives the goods or evidence that they have been sent back, whichever occurs first.

When a contract is lawfully terminated because of a defect, the price paid for the goods is refunded upon receipt of the goods or presentation of evidence that they have been sent back, in accordance with Article 16(1)(e). Certain claims for a price reduction, reimbursement of defect rectification expenses and compensation for losses are subject to the deadline in Article 20: 10 calendar days from the date the relevant claim is submitted.

For returns and exchanges on other lawful grounds, the statutory deadlines for the relevant claim are observed.

10. Refund amount and payment method

For withdrawal from a distance contract, all payments received are refunded, including the cost of standard delivery if paid. An additional charge for a more expensive delivery method chosen by the buyer, compared with the standard method offered, may be excluded from the refund under Article 24.7(2).

The refund is made using the same payment method the buyer used to pay for the order. Another method may be used with the buyer's agreement, where technically possible and in compliance with the applicable rules on non-cash payments. The details for an alternative refund method are agreed in writing. When goods are exchanged for an item with a different price, the difference is calculated under the applicable statutory rules.

11. Order cancellation and non-delivery

To cancel an order that has not yet been fulfilled, notify the Company as early as possible and provide the order number. If the agreed delivery deadline is missed, the procedure for an additional period for performance, termination of the contract and reimbursement of payments is governed by Article 24.10 and other applicable provisions.

Following termination of the contract for non-delivery as provided by law, the Company refunds all amounts paid under the contract without delay. A requirement for goods to arrive at the warehouse does not apply to goods the buyer has not received.

12. Statutory exceptions and grounds for refusal

Returns under Article 23 are subject to the exceptions provided in that Article and the applicable government lists. Withdrawal from a distance contract is subject to the exceptions in Article 24.9, including its reference to Article 23(2). In particular, where the statutory conditions are met, exceptions may concern goods made to individual specifications or personalised goods, sealed software that has been unsealed, digital content whose supply has begun with the required prior consent concerning the loss of the right of withdrawal, and unsealed goods that cannot be returned for hygiene or health protection reasons.

The designation ‘available to order’ or ‘pre-order’ alone does not mean that an item has been made to individual specifications. Exceptions for goods of proper quality do not remove lawful claims concerning defects.

Whether a return may be refused is assessed against the deadlines and conditions of the specific lawful claim made by the buyer. The Company states the particular grounds for its decision and takes into account the exceptions and extensions of time provided by law.

13. Reasons for decisions and dispute resolution

If a request is refused in full or in part, the Company will explain the factual and legal grounds for its decision. The buyer retains the right to challenge the decision and use the remedies provided by law.

Each request is considered individually. Repeated lawful returns alone are not grounds for depriving a buyer of the right to return goods or make a monetary claim. Proven abuse or fraud is addressed through the procedure established by law and does not automatically extinguish the buyer's other lawful claims.

14. Contact details and official sources

Tectronis LLC · shop.tectronis.am. Email: info@tectronis.am. Phone: +374 33 898985. Business hours: Monday–Friday, 10:00–19:00, Yerevan time. Email notices may be sent at any time; business hours do not shorten statutory periods for submitting notices or claims.

The official Armenian text of the law and the Civil Code of the Republic of Armenia are available through the links below. Russian and English translations of this policy are provided for buyers' convenience. In the event of a conflict with a mandatory legal provision, the legislation of the Republic of Armenia applies.