How to File a Complaint?

1. Contact Our Customer Support

• Please contact us at the email address: support@uzo.com

2. Provide the Following Information

• Order number
• Description of the problem
• Photos, videos of the defective product (if possible), or other evidence of the defect
• Your contact details

Sample Withdrawal Form

To exercise the right of withdrawal, send an email to support@uzo.com.

Please provide the order number, description of the goods, your email address, phone number, and delivery address for faster processing.

Email Template:

To:

Seller of U Z O Portal goods

ID: 996224,

2902 Marina Plaza, Dubai Marina, Al Marsa St, Dubai, Level 27-29, DUBAI, UNITED ARAB EMIRATES support@uzo.com

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

Ordered on ____________ / received on __________________

Name of consumer(s)

Address of consumer(s)

Date ___________

The refunded amount will be transferred through the PSP to the card you used for the purchase. In exceptional cases (e.g., technical inability to process the refund using the same payment method or card expiry), you will be asked to provide another card or your PayPal account details to proceed with the refund.

You are entitled to request a full refund from the seller within the following time frame

• 5 days from delivery – the refund period starts on the delivery day, even if the goods are delivered late.
• 15 days from the latest delivery date if the goods have not been delivered.
• You decide to exercise your right to withdraw from the contract.

Standard Return Process

• Request a Refund: Submit within 5 days of delivery, with the first day being the delivery day. If the goods were not delivered, request within 15 days from the latest delivery date. We are not obliged to consider a request submitted after the delivery or latest delivery date.
• Contact: We will contact you within 2 business days of receiving the claim.
• Complaint Resolution: We reserve the right to resolve the complaint within 30 days of the submission of a complete claim application.
• Complaint Approval: If approved, you will receive information on the next steps, including the return or exchange of goods.
• Refund: Usually processed within 14 days of complaint acknowledgment.

Order Cancellation Option

If you wish to cancel or withdraw from the contract, do so as soon as possible. After the cancellation period (1 hour from payment), order processing usually begins, including dispatch. If the goods have already been dispatched, you may need to wait until you receive the goods before you can request a cancellation and refund.

Disclaimer and Limitation of Warranty

Exclusions from the right to withdrawal and complaint include custom or personalized products, products prone to rapid deterioration or expiration, unsealed products unsuitable for return for health or hygiene reasons, products irreversibly mixed with other products after delivery, opened sound or video recordings or computer software, and newspapers, periodicals, or magazines (except for subscription contracts).

Using the product is at your own risk. To the extent permitted by law, UZO, its licensors (license holders), suppliers, and sellers disclaim liability for claims of product failure caused by misuse, abuse, product modification, incorrect product selection, or non-compliance with applicable laws.

UZO does not exclude, limit, or condition your rights that cannot be limited or excluded by law. In particular, this agreement does not exclude liability for:

• Death or personal injury
• Gross negligence by UZO
• The seller's statutory warranty for hidden defects and statutory product conformity warranty.

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.

Additional Exceptions to Refund

• Perishable products – if goods are perishable, they are generally not eligible for return or refund.
• Excluded goods – certain health and hygiene products (e.g., skin lotion, toothpaste) or electronic media, such as software, are not eligible for return or refund if the seal is broken (i.e., if opened).
• Services – if you purchase services from a local provider, the refund option depends on the provider's policies.