Terms and policies
Warranty terms
From 1 to 10 years, depending on the product
We offer warranty service, the terms of which are set by the manufacturer and are determined by product groups and materials used. For example: ceramics 10 years, plastic products 2 years, metal accessories 2-5 years, acrylic baths 7 years, etc. You do not need to keep the receipt or box to receive warranty service. Your purchase is automatically recorded in the database, which means that you can use the warranty at any time during the warranty period, just your name and purchase details are enough.
Warranty periods
| Product group | Warranty period |
|---|---|
| Ceramics | 10 years |
| Concealed cistern systems | 10 years |
| Acrylic baths | 7 years |
| Whirlpool bathtubs | 7 years |
| Acrylic shower trays | 7 years |
| Basin, kitchen and bidet mixers | 7 years |
| Shower, concealed and floor-standing mixers | 4 years |
| Hand shower, shower head, and hygienic shower | 4 years |
| Metal accessories | 2-5 years |
| Plastic products | 2 years |
| Floor drains | 2 years |
| V-Care seat cover and shower systems with or without massage | 2 years |
| Mirrors | 1 year |
| Furniture (cabinets) | 1 year |
| Flush buttons | 1 year |
| Toilet seat, electronic toilet and urinal flush systems, and electronic mixer | 1 year |
The period for a given product is shown on its page, on the VitrA Warranty card.
How to use the warranty
Call us (0322 30 70 90), write on WhatsApp or by email (info@vitra.com.ge), or visit a showroom, and give us your name and the purchase details. Our team will tell you what the warranty covers in your case.
What the warranty covers
- Product or material defect: A defect caused by an error in the manufacturing process, a quality defect in the material used, or a structural defect in the product.
- Functional defect during normal, intended use: A defect found while the customer uses the product correctly and for its intended purpose, but the product cannot perform its intended function or a fault appears that was not caused by the customer.
What the warranty does not cover
- Incorrect installation: Damage connected with incorrect installation when the installation was not performed by our team.
- Improper or unintended use: Damage caused by using the product incorrectly or for a purpose other than its intended use.
- Incompatible or aggressive chemicals: Damage caused by the use of chemical substances or solutions on the product’s surface or inside the product.
- Mechanical damage or improper handling: A problem caused by impact, mechanical damage, or improper handling.
- Natural wear and tear: Changes or damage resulting from the product’s natural wear and tear.
- Unauthorised repair, disassembly, or modification: A problem caused by the customer or a third party repairing, disassembling, or modifying the product without authorisation.
- Failure to follow care and operating instructions: Damage caused by not following the product’s care and operating instructions.
- Absence of a filter: The warranty does not apply if no filter is installed on the central pipe and no intermediate shut-off valves with filters are used.
Warranty service
- Factory defect within seven working days: If a manufacturing defect is found within 7 working days of purchase, the customer must present the item at the store, complete and undamaged, for replacement.
- Free repair: Warranty service means free repair of the item, including both the repair work and the cost of spare parts.
- Part-order timeframe: Ordering, receiving and replacing a damaged part may take 20–45 working days from the date the item is presented at the store for repair.