Refund Policy on UZO

UZO aims to ensure customer satisfaction with purchases. We understand that not everything always goes according to plan.

👉 That's why we offer our own protection program (Buyer Protection), within which we can help with complaints or refunds within a certain time. After this period expires, it is necessary to resolve the case directly with the seller, as the purchase contract is always concluded between you and the seller, not with UZO.

These policies do not limit your legal rights – especially the right to withdraw from the contract within 14 days and rights concerning incorrect, damaged, or defective goods.

Your rights to refunds

• Buyer Protection (UZO protection program):
  • request within 5 days of delivery (or within 10 days if goods did not arrive),
  • resolution no later than 30 calendar days,
  • each complaint is assessed individually,
    • if approved, possible outcome: full refund, partial refund, or new goods,
    • if not approved, you will receive information about possibilities for resolution directly with the seller.
• Right to withdraw from contract (EU consumer):
  • you can withdraw within 14 days of receiving goods,
  • return costs are borne by the customer – this obligation arises directly from Article 14 paragraph 1 of Directive 2011/83/EU of the European Parliament and of the Council on consumer rights,
  • applies only to selected types of goods (see exceptions).

Exceptions to refunds and withdrawal

The right to refunds or withdrawal does not apply to:

• goods made to measure or personalized,
• goods subject to rapid deterioration or with a short shelf life,
• goods that have been unsealed after delivery and are not suitable to return for hygienic or health reasons,
• goods that have been inseparably mixed with others after delivery,
• opened sound or video recordings and computer software,
• newspapers, magazines and periodicals (except subscription contracts),
• certain health and hygiene care products (e.g., cosmetics) after opening,
• services from local providers (refunds according to their policies).

Disclaimer and warranty limitations

The customer is responsible for how the product is used. UZO and sellers are not liable for damage arising from improper use, modification, or inappropriate product selection.

UZO does not exclude, limit, or condition rights that belong to you under law. This document does not exclude liabilities for:

• death or personal injury,
• gross negligence by UZO,
• seller's legal warranties (e.g., hidden defects, product conformity with purchase contract).

You do not have the right to assign, transfer, or delegate these terms, your rights or obligations stated herein, or your account on the site without UZO's prior written consent.

Sample withdrawal form

To exercise the right of withdrawal, send an email to support@uzo.com. Please provide the order number, description of goods, your email address, phone number, and delivery address for faster processing.

Email template:

To:

Seller from UZO platform via UZO support@uzo.com

I/we hereby give notice of withdrawal from the contract of sale of the following goods: (xxx)

Ordered on ____________ / delivered on __________________

Name of consumer(s)

Address of consumer(s)

Date ___________

Refund will be processed through PSP to the same payment method you used for purchase. In case of exceptions (e.g., technical inability, card expiry), you will be asked to provide another card or account (e.g., PayPal).