Unwanted items

Uztzu recognizes the right to return your goods within 15 days of their receipt.

Conditions

To proceed with the return of a product it is necessary that:

  • The product is in perfect condition, with no signs of use, washing or assembly, with its original box and/or bag, label, instructions and anything that was included when bought. Therefore, it should be found in the same condition as a new bought item.
  • The product is not consumable with an expiry date (food, body care products, etc.), or is not a personalized custom made to measurement product or a specific item ordered ("on request").

Instructions

  1. Send and email at sales@uztzu.it stating that you wish to proceed with a return and please wait for the authorization.
  2. After receiving a return number, duly fill in the return form attach the copy of the sales document (sales receipt/ticket/invoice) and include everything inside the box.
  3. Adequately pack the goods as well as the manufacturer’s packaging with protective material to avoid any damage during transit.
  4. On the outside of the box, please write:
    • Name, surname and address of the sender
    • Original order number
    • Return number (provided by the customer service
    • Return address:
      Uztzu p/o Asendia Italia Spa
      via Cassino D'Alberi, 21
      20067 Tribiano (Mi)
      Italy
  5. Send the parcel using your favourite shipping method (With economical standard rates): Post or courier service. We strongly suggest that you use a traceable posting service as the sender will be responsible for any damage, delay or failed delivery. Please kindly note that the return costs(postage and packing costs) are at the customer's expense..
  6. Once received, the products will be subject to an accurate control to ensure that they fulfil the conditions. At the slightest sign of use, the return will be rejected (because Uztzu is keen to ensure that each user receives a completely new article and unused).
  7. After checking the items condition:
  • The client will be refunded of the product value (shipping costs will not be refunded) and depending on the country destination, variable management fees will be calculated and deducted from our customer service. 
  • The refund will be made through the same method used at time of purchase, the re-credit could be delayed a few days before appearing (depending on the type of card and bank used). Keep in mind that with credit cards it might only show in the credit of the account on the following month on your statement (however, the transaction should already be displayed in the movements / amount list of the relevant card)
  • The refund will be made through the same method used at time of purchase, the re-credit could be delayed a few days before appearing (depending on the type of card and bank used). Keep in mind that with credit cards it might only show in the credit of the account on the following month on your statement (however, the transaction should already be displayed in the movements / amount list of the relevant card)

Notes:

    • If you wish to exchange a product for another it is necessary that you return it. On receipt of the returned item, you will receive by e-mail a voucher to be used for a new order.
    • If discount codes were used while placing the order that you have returned, please note that these will no longer be valid.
    • When receiving goods that do not comply with the conditions of returns or damaged due to improper use by the customer, the refund will be denied (with subsequent of resending the goods back to the customer).
    • Gift cards are excluded.
    • If it was part of a promotion, we can not guarantee the mentioned return policies

Faulty items (upon receiving)

Uztzu always double checks the products before shipping. Nevertheless, should you happen to encounter a defect on a product within 10 days of receiving it, we kindly ask you to contact our customer service at sales@uztzu.it so that our team can evaluate whether if a return is necessary, if so Uztzu in most cases will carry out a pick up with a courier service

Conditions

  • If the item has been used, this must be cleaned before proceeding with the return, otherwise it will be send back to the sender.
  • Excluding the products for which the issue requires an inspection by the manufacturer/supplier. In this case, you will have to follow the warranty procedure.
  • It is important to use the product following the instructions closely so as to avoid damaging the product or injury.

Instructions

  1. Contact our customer service at sales@uztzu.it indicating the defect you have discovered and wait for a reply. We recommend you to attach any photo's or a video of the defected item that could be sent to the manufacturer / supplier.
  2. If the return of the faulty item is necessary, please duly fill in the return form after receiving a return number, attach the copy of the sales document (sales receipt/ticket/invoice) and include everything inside the box.
  3. Adequately pack the goods as well as the manufacturer’s packaging with protective material to avoid any damage during transit.
  4. On the outside of the box, please write:
    • Name, surname and address of the sender
    • Original order number
    • Return number (provided by the Customer Service)
    • Return address:
      Uztzu p/o Asendia Italia Spa
      via Cassino D'Alberi 21, 21
      20067 Tribiano (Mi)
      Italy
    • The customer would have to arrange for shipping the products (With economical standard rates containing a tracking number), these shipping costs will be refunded later by Uztzu (this will be evaluated and in any case be refunded the value for economic standard shipping rates). We will do our best to proceed as quickly as possible to restore the product to the customer (this sometimes requires technical time not which is not involved with Uztzu).
    • If instead it is necessary to return the product to the supplier it is necessary to follow the warranty process. This happens for example when the manufacturers requires the product to be able to verify or if our technical department is not able to determine with certainty that the defect is covered by warranty due to improper use.

Notes:

  • Uztzu reserves the right to propose a refund if complications arises for the replacement/repair of the product. The refund will be carried out with the same payment method chosen at the time of purchase, the accreditation normally takes a few days to be seen (depending on the type card used). Keep in mind that with some credit cards the amount of the accreditation will only be listed on the following months statement (however, the transaction should already be displayed on the movement/amount of the relevant card)

Items under warranty

All the products purchased on Uztzu are covered by the official manufacturer's warranty for a period of 24 months from the date of delivery. The warranty is applicable to products with lacks of conformity and/or working problems not encountered during the purchase. If you found the defect on receipt of the product, please refer to the section Faulty items (upon arrival).

Conditions

  • The warranty is not applied in case of wrong use of the product, poor maintenance, abuse or negligence, wrong and/or fraudulent use of the product, alterations made or repair attempt undertook without prior authorization.
  • The warranty is personal, thus only applicable to the original buyer.
  • Any item which has been repaired or replaced using a valid warranty, will then be covered for a time period equivalent to the remaining warranty period of the original product.
  • Eventual repair costs for products that are not covered by warranty will be communicated beforehand to the buyer. The consumer will then be able to decide whether to have the item repaired or not.
  • It is important to install, repair and use the product following the instructions closely so as to avoid damaging the product or injury. 
  • If the item has been used, this must be cleaned before proceeding with the return, otherwise it will be send back to the sender.

Instructions

    1. Contact our customer service at sales@uztzu.it, you might be required to send a video, pictures or a detailed description of the problem you have encountered. The e-mail containing these attached files might be sent then to the supplier/manufacturer in order to have a first inspection and define whether the warranty can be applied or not.
    2. If the replacement of the item is required by the presumed defect, please duly fill in the Warranty form after receiving a return number, attach the copy of the sales document (sales receipt/ticket/invoice) and include everything inside the box. In the absence of such document, the warranty cannot be applied. Owing to fast fading of the ink used on the thermal paper of receipts, Uztzu suggests making a photocopy or a scan of the receipt.
    3. Adequately pack the goods as well as the manufacturer’s packaging with protective material to avoid any damage during transit.
    4. On the outside of the box, please write:
      • Name, surname and address of the sender
      • Original order number
      • Return number (provided by the Customer Service)
      • "Returned goods for warranty"
      • Return address:
        Uztzup/o Asendia Italia Spa
        via Cassino D'Alberi, 21
        20067 Tribiano (Mi)
        Italy
    5. The customer would have to arrange  for shipping the products (With economical standard rates containing a tracking number), these shipping costs will be refunded later by Uztzu. This will be evaluated and in any case be refunded the value for economic standard shipping rates. The customer would have to put down a deposit of 10 or 20 € for bulky items, which will be fully refunded once the supplier confirms the guarantee.
    6. If the manufacturer/supplier confirms that the product is faulty and covered by the warranty, this will be replaced or repaired, or a voucher of its value will be issued. On the other hand, if it is not possible to proceed with the replacement or repair of the faulty product, Uztzu reserves the right to suggest an alternative option with the same or higher value. Once the warranty is confirmed by the manufacturer/supplier, in some cases Uztzu might send a new product (if available in stock) in order to reduce the waiting period.

Notes

  • If the supplier / manufacturer rejects the warranty for any reason (eg. Non-existent defects, conditions of use, installation not respected, etc.), The deposit will be lost (to cover the expenses for the withdrawal of the product)
  • Parcels received without a return number, duly completed warranty form and a proof purchase will be rejected.

Wrong items

In the event of wrong items shipped by Uztzu, we kindly ask you to contact our customer service at sales@uztzu.it within 48 hours of receiving the goods. We will do our best to solve the issue as quickly as possible and at no additional cost for the customer.

Wrong size/measurement exchange

If the item(s) you purchased has the wrong size or measurement (too large, too small, etc.), please follow the procedure Unwanted items.

Products on order

When you purchase a product "on request" it will not be possible in any way to modify or cancel the order once generated. Neither is it possible to apply the right of a withdrawal, or ask for a refund or issue a voucher to the value of the goods ordered for a replacement of the above with any other product, because it is specially assorted merchandise according to customer specifications and this not available at our warehouse. The waiting time is estimated and is expressed in days, if you experience significant delays from the supplier, the Customer Service will contact you promptly so as to inform and update a new arrival date or in the case of excessive delay by the manufacturer / supplier, Uztzu reserves the right to propose the cancellation of the order and refund.