Complaints on UZO

Dear customers,

We value your trust and do our utmost to ensure you are satisfied with our products and services. However, situations may arise where you want to file a complaint. This complaints procedure clearly describes the process and conditions for handling complaints, including the time period during which we can actively help you resolve them.

How to file a complaint?

1. Contact our customer support

• email: support@uzo.com

2. Provide the following information

• Order number
• Description of the problem
• Photos, video of defective product (if possible) or other evidence of defect
• Your contact details
• information whether you request a refund or shipment of a new product

Complaints procedure

1. Filing a complaint

• Contact our customer support.
• Provide all necessary information so your complaint can be processed as quickly as possible, otherwise the complaint (during which we can represent you for a certain time) may be rejected.

2. Processing the complaint

• After receiving your complaint request, we will contact you within 2 business days.
• Our specialists will check all provided information and, if necessary, ask you for additional information.
• Once colleagues from the complaints department open a complaint protocol, it means they are intensively dealing with your complaint request with the seller of the product from whom you purchased the product.

3. Complaint resolution

• If the complaint is approved, you will receive information about the next steps, as well as in case of complaint rejection.
• Depending on the nature of the problem, we will offer you new goods or a refund.
• Refunds usually occur within 14 days of complaint approval.
• Please note that goods exchange is not possible. If the goods are in order but you still do not wish to keep them, you can use your right to withdraw from the contract.

4. Return of goods

• If it is necessary to return goods, we will inform you of the address to which you should send them.
• Return costs are borne by the customer, unless otherwise agreed.

Additional Information

• The complaint must be filed within 5 days of receipt of the shipment, with the first day of this period being the day of delivery. After the expiry of this period, we can no longer represent you in complaint proceedings and the complaint will need to be resolved directly with the seller from whom the product was purchased.
• Goods intended for complaint must not show signs of use.
• UZO is not responsible for the quality and quality of goods or for compliance of goods with Czech standards or European standards.
• Please note that goods exchange is not possible. If the goods are in order but you still do not wish to keep them, you can use your right to withdraw from the contract.

Thank you

Thank you for your cooperation. Our goal is for all complaints to be resolved quickly and efficiently. Your satisfaction is our priority.

Best regards,

UZO Team