Complaints at UZO

Dear customers,

We value your trust. UZO is committed to providing high-quality products and services. However, in certain situations, you may need to file a complaint. This complaint policy provides all necessary information and procedures for resolving such situations.

How to File a Complaint?

1. Contact Our Customer Support

• Please contact us at: support@uzo.com

2. Include 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

Complaint Procedure

1. Filing a Complaint

• Contact our customer support.
• Provide all necessary information to process your complaint as quickly as possible.

2. Processing the Complaint

• After receiving your complaint, we will contact you within 2 business days.
• Our specialists will review all provided information and, if necessary, ask you for additional details.
• If the complaint is approved, you will receive information on the next steps.

3. Resolution of the Complaint

• Depending on the nature of the issue, we will offer you a replacement product or a refund.
• IPlease note that exchanges are not possible. If the product is in good condition but you still do not wish to keep it, you can exercise your right to withdraw from the contract.
• Refunds are usually processed within 14 days from the acceptance of the claim.

4. Returning Goods

• If the return of goods is required, you will be provided with an address to send the goods.
• Return shipping costs are borne by the customer unless otherwise agreed.

Additional Information

• Complaints must be filed within 5 days of receiving the shipment, with the first day being the day of receipt.
• The goods intended for complaint must not show signs of use.
• UZO is not responsible for the quality and conformity of the goods with ČSN or European standards.
• Please note that exchanges are not possible. If the product is in good condition but you still do not wish to keep it, you can exercise your right to withdraw from the contract.

Thank you

We appreciate your cooperation and strive to ensure that all claims are handled quickly and efficiently. Your satisfaction is our priority.

Sincerely,

UZO Team