Refund process

How to file a complaint

If you have a problem with a delivered product, contact our customer support at support@uzo.com. Please provide:

• order number,
• description of the problem,
• photos or video of the defective product (if possible),
• your contact details,
• information whether you require a refund or sending a new product.

Standard complaint process (Buyer Protection)

• Request for refund: Submit within 5 days of shipment delivery (the first day is the day of receipt). If the shipment was not delivered, you can request within 10 days from the latest delivery deadline. After this deadline, UZO can no longer provide support and you will have to deal directly with the seller.
• Contact: We will inform you about the next steps within 2 business days.
• Resolution: The complaint will be resolved no later than 30 calendar days from the submission of the complete request.
• Approval: If the complaint is approved, you may receive:
  • full refund,
  • partial refund (e.g., if you agree with the seller), or
  • sending new goods (if you choose this option).
• Refund: Usually processed within 14 days of complaint approval.

Note: This process applies only to the UZO protection program (Buyer Protection). Your legal right to withdraw from the contract within 14 days remains unaffected.

Order cancellation option

If you wish to cancel your order, do so as soon as possible.

• Cancellation is possible up to 1 hour after payment (internal UZO rule).
• If you submit a request and the order has not yet been sent, we will cancel the order and refund your money in accordance with the Terms and Conditions.
• If the goods have already been sent, it is not possible to cancel the order.

Exceptions to refunds and complaints

Exceptions 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.