Portofino

Customer Relations, Trade Policy, and Warranty Terms

The products displayed in our showroom and on our website are covered by a two-year statutory warranty in accordance with the Law of Georgia on the Protection of Consumer Rights, except in exceptional cases. Below is an adapted version of the original document, providing the necessary information.

Key Provisions / What You Need to Know

A manufacturing defect refers to a flaw or damage in a product that occurs during production and is acknowledged by the manufacturer.

 Warranty obligations do not cover damage resulting from natural wear and tear, improper use, or mechanical damage.

• Upon receiving the product, the customer must inspect its visual condition and verify the functionality of its mechanisms in the presence of the delivery service employees.

• If any defects are found, the customer must promptly contact the company and provide a detailed explanation of the issue.

• The price of products displayed in the showroom and on the website includes the full cost of transportation, delivery, and installation throughout Georgia.

• Exception: If the delivery service employees do not have access to an elevator or another lifting mechanism, the delivery cost includes transport up to and including the 3rd floor. An additional fee of 10 GEL per floor will be charged for floors above the 3rd.

Warranty Conditions

• The warranty period begins from the moment the product is handed over to the consumer.

• Once the product is transferred to the consumer, the risk of accidental damage or deterioration passes to them.

• If the product is shipped to the consumer, the risk of accidental damage or deterioration is also transferred upon dispatch.

• Each product must be used in accordance with the manufacturer’s instructions.

• Products purchased from Comforter cannot be returned.

• If the contract is canceled, the consumer is liable for compensation of up to 30% of the product’s cost.

 Terms of Warranty Obligations

• If a product defect is detected, the consumer must immediately contact Comforter for resolution.

• Comforter is responsible for warranty obligations only if the consumer has followed the warranty conditions and provides both proof of identity and a purchase receipt.

• The warranty covers repair, replacement, or reinstallation/dismantling of the defective product.

• Until it is determined whether the issue is a factory defect, the consumer must pay a 100 GEL service fee. If the defect is confirmed to be factory-related, the 100 GEL will be refunded, and the issue will be resolved accordingly.

• The timeframe for repair, replacement, or refund during the warranty period is determined on a case-by-case basis and communicated in advance.

• If the damage is not classified as a factory defect and the consumer wishes to have it repaired (if possible), they must cover the cost of the repair service, which will be specified in detail. 

• If a product is replaced with a new one during the warranty period, the original warranty period remains unchanged.

• Any direct or indirect financial losses caused by a factory defect during the warranty period will not be reimbursed by Comforter.

• If the damaged product cannot be repaired and requires replacement, Comforter will provide a replacement of either:

•  A product from the same manufacturer, or

• A product from another manufacturer with equivalent specifications. 

• If the new product costs more than the original purchase price, the consumer must pay the price difference.

• If a dispute over warranty conditions cannot be resolved through negotiation, both parties will refer the case to LEPL “Levan Samkharauli National Bureau of Forensic Expertise”. The consumer initially covers the cost of the examination, but if a factory defect is confirmed, Comforter will reimburse the examination fee.

Conditions for Non-Fulfillment of Warranty Obligations:

Comforter is exempt from warranty obligations in the following cases

• The product has been used incorrectly or in violation of the manufacturer’s instructions. 

• An inappropriate accessory has been attached to the product, or unauthorized additional equipment has been used.

• Damage has resulted from the consumer’s intentional or careless handling, improper use, or incorrect operation, which cannot be classified as a manufacturing defect. 

• The product has external, visible, or hidden mechanical damage due to impact. 

• The product’s condition has significantly changed compared to its original state at the time of delivery (e.g., cracks, scratches, dents, etc.).

• The product has come into contact with substances, liquids, or foreign objects. 

• The consumer has attempted to repair, restore, or modify the product without authorization.

• The damage or malfunction has been caused by improper transportation, movement, or storage by the consumer.

The warranty does not cover

• Parts subject to natural wear and tear.

• Accessories that require periodic replacement.

• Technical/restoration services (e.g., cleaning, washing, etc.).

Company Response Time for Warranty Claims

 Comforter responds to warranty claims within the following time frames:

• Tbilisi – Within 5 business days from the date of the request.

• Eastern Georgia – No later than 7 business days from the date of the request.

• Western Georgia – No later than 14 business days from the date of the request.

General Furniture Care Instructions

 To maintain the quality and longevity of your furniture, avoid placing it:

• In direct sunlight.

• Near heating devices.

• In damp or humid environments.

When moving furniture:

• Lift it off the floor first, then relocate it - do not drag it.

During transportation and storage, furniture must be well protected from:

• Hot objects placed directly on its surface.

• Chemical solutions that may cause damage.

• Moisture, dirt, and strong impacts.

• Collisions with heavy objects or falling from a height.

Furniture Care Recommendations

• To remove dust and maintain its shine, regularly clean fabric surfaces using a furniture vacuum cleaner or a soft brush.

For fresh, greasy, or wet stains:

• Apply a well-wrung towel to absorb excess liquid.

• Lightly treat the affected area with a small amount of water and liquid soap.

• Wait 2-3 minutes.

• Gently remove the stain using a sponge or soft brush in circular motions.

• Carefully dry the damp surface, following the appropriate direction of the fabric.

For ballpoint pen or lipstick stains:

• Use 10% alcohol to clean the surface.

• Do not rub or scrape dried stains, as this may cause damage.

Do not use on leather furniture:

• Chemical solvents

• Abrasive pastes or powders

• Always clean furniture in circular motions using a soft flannel cloth dampened with water.

• For heavy dirt, use a mild solution of neutral soap.

Leather furniture care:

• Avoid friction and sharp movements, as they can cause damage.

• Twice a year, treat the leather surface with a special leather care product (available in supermarkets).

Solid wood and natural-coated surfaces:

• Use a dry, soft cloth for regular care.

• A vacuum cleaner with a soft brush attachment can also be used for dust removal.

Rules and Recommendations for the Use of Furniture

Room Conditions

• The recommended air temperature in the room should be between +10°C and +28°C, with a relative humidity of 40-65%.

Furniture Load Limits:

• Chair maximum load: 90 - 125 kg

• Slatted mechanisms: 20 - 30 kg

• Sleeping area: 90 - 125 kg

• Linen box bottom: 15 kg

Furniture Usage Guidelines:

• Do not use the chair or bed for jumping or other physical exercises.

• Do not stand with your feet on the soft elements of the chair’s handles or back.

• Do not place point loads (concentrated weight) on the surface of the furniture.

• Do not place the chair on only two legs or lean back excessively while sitting.

Bathroom Furniture Care:

• MDF/laminate furniture may lose shape if exposed to water.

• Immediately clean furniture if water gets on it, and reduce humidity to prevent damage.

• Ensure good ventilation in the bathroom to reduce humidity and water exposure, which helps prevent damage to the furniture.

Mattress Care:

• It is advisable to turn the mattress every 3-6 months to maintain its correct shape and prolong its life.

• Avoid applying strong pressure to the mattress, as this can cause deformation.

• Avoid dirt and liquids on the mattress - use protective layers to prevent stains.

• Ensure the mattress is properly placed in the bed frame, oriented correctly. Otherwise, the mattress may become damaged within 2-3 months due to incorrect placement.

Instructions for Using the Transformation Mechanism

• Ensure there are no foreign objects in the folding parts of the mechanism before use.

• A creaking sound during operation is not a defect and can be easily eliminated by lubricating the parts.

• Avoid twisting sharply or forcing the mechanism open, as this can cause deformation. The mechanism should be opened carefully and sequentially.

• Periodically tighten the connections during use to maintain optimal functionality.