FAQ – Products and Services of Global Energy

FAQ – Products and Services of Global Energy

Answers to Frequently Asked Questions!

Global Energy is a leading provider of professional solutions in the field of electrical equipment, appliances for home, business, and industry. We strive for transparency and convenience for our clients, so we have compiled answers to the most frequently asked questions (FAQ).

If your question is not covered below, contact us by phone at +995 (591) 08-08-68, email: info@globalenergy.ge, or through the form on the website www.globalenergy.ge.

We regularly update the FAQ based on customer feedback.

1. About the Company and General Questions
**Question 1.1: Who is Global Energy and what are its core values?**
Global Energy is an international company with its head office in Tbilisi, Georgia, specializing in the supply of electrical equipment and appliances since 2014, although the team's experience in this business dates back to 2002.

Our values: quality, reliability, innovation, and customer focus. We work with clients from Georgia, Armenia, Azerbaijan, Ukraine, and other countries, providing full support from consultation to after-sales service.

**Question 1.2: How to contact customer support?**
- Phone: +995 (591) 08-08-68 (Monday–Friday, 10:00–18:00)
- Email: support@globalenergy.ge (response within 24 hours)
- 24/7 only in emergency situations!
- Offices: Tbilisi - 0186 - Saburtalo district - 4a Ana Politkovskaya St.
For urgent requests, use the feedback form on the website.

**Question 1.3: Does the company have monitoring of product and service quality?**
Yes, Global Energy has a quality and workplace safety control specialist.

All suppliers and products comply with standards and local regulations of Georgia.

Documents are available upon request.

2. Products and Brands
**Question 2.1: What categories of products does Global Energy provide?**
- Generators: diesel, gasoline, gas (LPG/Natural Gas), hybrid
- Batteries, power transformers, UPS (uninterruptible power supplies), voltage stabilizers
- Electrical cables and components
- Garden and industrial equipment (lawn mowers, saws, compressors, etc.)
- Garden furniture, saunas, pools, jacuzzis, fountains

**Question 2.2: What brands are used?**
- Own brand Global Energy (OEM production with quality control)
- Partner and original brands: Himoinsa, Endress, Fogo, Geko, Hyundai, Riviera Pools, Mountfield, Fontana, etc.
- All products meet international quality standards (ISO, CE) and safety standards (IEC, UL).

**Question 2.3: Can customized products be ordered?**
Yes, we offer customization, such as modifying generator power, integrating monitoring systems, or adapting to specific climatic conditions. Timelines and costs are calculated individually after consultation.

**Question 2.4: How to verify the authenticity of products?**
Each unit has a serial number, unique identifiers, and original manufacturer documents. Verification is possible by contacting Global Energy. We provide authenticity certificates upon purchase.

**Question 2.5: Environmental aspects of products**
All products comply with environmental standards: low emission levels (Euro 5/6 for generators), energy efficiency (class A+ for UPS), and use of recyclable materials. We offer "green" options, such as solar hybrid generators, and consult on sustainable solutions.

3. Licenses, VAT, Customs, and Taxes
**Question 3.1: Is a license required for dual-use generators?**
Yes, when importing into Georgia, a license from the Revenue Service is required. Required documents: commercial invoice, packing list, quality and origin certificates, conformity certificate, transport invoice, customs declarations. We assist with preparation.

**Question 3.2: Is VAT payable when importing products into Georgia?**
Yes, the standard VAT rate is 18% on imports.

**Question 3.3: Can VAT payment be avoided?**
Yes, if the products are stored in a free economic zone (FIZ: Tbilisi, Kutaisi, Poti). At Global Energy's warehouse, products are already cleared through customs, and VAT is paid.

**Question 3.4: What happens to VAT on re-export?**
Paid VAT is refunded when exporting outside Georgia. Required documents: SAD declaration, invoice, origin certificate, export confirmation. The process takes up to 30 days.

**Question 3.5: How are taxes and duties accounted for in cost calculation?**
Cost price includes: manufacturer's price, duties, broker fees, domestic transport, crane, loading/unloading, international freight, insurance, delivery to the buyer, and 18% VAT. We provide a detailed calculation upon request.

**Question 3.6: How to get help with customs clearance? (new question for optimization)**
We collaborate with certified brokers and offer a "turnkey" service (fee from 100 GEL) always included in the final price. This includes document preparation, submission to customs, and status tracking.

4. Cost, Payment, and Delivery
**Question 4.1: How is the cost price of products formed in Georgia?**
Cost price includes: manufacturer's price, domestic delivery to the shipping warehouse, duties and broker/customs fees in the sender country, duty upon receipt in Georgia and broker fee, 18% VAT, domestic transport, crane, loading/unloading, international transport (freight, insurance), delivery to the supplier's warehouse and to the destination, installation, dismantling, and technical services.

**Question 4.2: How is delivery organized within Georgia?**
Standard delivery: 1–10 business days after payment or as agreed. Technical services (installation, dismantling, service) may be performed outside the schedule.

**Question 4.3: How is international delivery and insurance organized?**
We use reliable partners (DHL, UPS, local companies). International shipments are insured. Export (Armenia, Azerbaijan, Ukraine) – on FCA terms with prepayment.

**Question 4.4: How are small goods and spare parts delivered?**
Via express mail (DHL, FedEx). Urgent deliveries are possible upon request.

**Question 4.5: How to get spare parts or accessories urgently?**
Via express mail; cost and timelines depend on the type and delivery location (from 1 day for Georgia).

**Question 4.6: Can an order be placed with partial payment?**
- For individuals: full prepayment.
- For corporate clients and tenders: terms are negotiated (e.g., 50% advance, balance upon delivery).

**Question 4.7: What payment methods are accepted? (new question for optimization)**
We accept bank transfers (GEL, USD, EUR),  and cash at offices. For large orders, leasing is possible.

**Question 4.8: How to calculate delivery cost? (new question for optimization)**
Request a calculation from the manager. Factors: weight, volume, distance, and cargo type.

5. Installation, Maintenance, Warranty, and Safety
**Question 5.1: What to do in case of a factory defect or damage due to the supplier's fault?**
Replacement or repair is covered by warranty. Costs are borne by the supplier if at fault. If the buyer is at fault – all replacement and dismantling costs are borne by the buyer.

**Question 5.2: What services does Global Energy provide besides supply?**
- Installation and dismantling
- Technical maintenance and repair
- Monitoring and diagnostics (remotely via IoT)
- Consultations and equipment selection

**Question 5.3: What safety measures are observed during installation and dismantling?**
All work is performed by qualified specialists using personal protective equipment (PPE), special tools, and in compliance with OSHA/local standards. We conduct a safety audit before starting.

**Question 5.4: Can technical consultation be obtained before purchase?**
Yes, free of charge: consultations, equipment selection, power calculation remotely based on the list of electrical consumers (e.g., for generators). All other service options are paid!

**Question 5.5: What to do if the warranty card is lost?**
Loss is not a problem. For service, provide purchase details (invoice, serial number), identification, and defect description.

**Question 5.6: How does the warranty work in case of force majeure?**
The warranty period is extended for the duration of the force majeure. Standard warranty: 1–3 years depending on the product.

**Question 5.7: Return and Exchange Policy**
Returns are possible within 14 calendar days for unused products (except customized). Exchange for defects – free of charge. Refunds minus delivery costs.

**Question 5.8: How to organize after-sales service?**
Through the office in Tbilisi. On-site teams are available. Subscription for annual maintenance – depends on the specific model, power, and plan, and is concluded under a separate contract. One-time services must be confirmed with payment at least 2 weeks in advance!

6. Force Majeure
**Question 6.1: What is force majeure and how does it affect supplies and services?**
Force majeure – circumstances of irresistible force: natural disasters, wars, epidemics, government restrictions. Impact: extension of timelines, client notification within 48 hours, no liability for parties. Applies to transportation, installation, dismantling, maintenance, and insurance. If it lasts more than 6 months, parties may revise or terminate the contract without penalties.

7. Export, Re-export, and Insurance
**Question 7.1: What documents are required for product export?**
Invoice, packing list, certificate of origin, customs declaration, prepayment confirmation. For re-export: SAD declaration.

**Question 7.2: How is cargo insurance ensured?**
International shipments are insured (coverage up to 100% of value). Local transport – at the buyer's request. Export FCA – insurance up to the transfer point.

**Question 7.3: What to do if goods are damaged during transportation?**
Document the damage with an act and photos, notify us within 24 hours. We will arrange replacement or repair; costs are borne by the supplier if at fault.

**Question 7.4: Which countries are served for export and re-export?**
Georgia, Armenia, Azerbaijan, Ukraine, and others on FCA terms with prepayment. Active combat zones are not served. For EU/USA – additional certificates.

**Question 7.5: How to track export status?**
Via email notifications. We provide a tracking number from the transport company.