Terms and Conditions
This website is operated by UUGear s.r.o. (Company ID: 02665883, VAT ID: CZ02665883). Throughout the site, the terms “we”, “us” and “our” refer to UUGear s.r.o.. UUGear s.r.o. offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
We accept credit card payment online (via Adyen).
Due to potential fraud and misuse, we may decide not to ship an order, or request additional verification information for credit card. Credit cards must clear the authorization process and are only charged before shipment.
Invoicing and VAT
You will receive the confirmation of order by email in a few minutes after finishing the checkout process. Once your package is shipped, you will receive an email with links to track your package and to download a printable invoice (in PDF format).
If you have not received any email from us, please make sure to check your spam/junk folder as well. If you have not received any email from us after 24 hours, or you think you used the wrong email address, please contact us.
We are VAT registered, and will charge 21% VAT if the order is shipped to EU country. You will see our VAT number (CZ02665883) on the invoice. If you are also VAT registered in EU, you can register an account on our website and contact us, so we will flag your account as VAT exempt (reminder: this needs to be done before your order is paid). Please notice that VAT exempt doesn’t apply to customers in Czech Republic.
We will process your order in 24 hours since you placed the order, and the processing will take less then 24 hours, then your order will be shipped from Prague, Czech Republic. So usually your order will be shipped in 1~2 days. If there is weekend or public day off, the shipping will be postponed accordingly.
Once your package is shipped, you will receive an email with tracking link and a link to download your invoice.
Please notice that, if your order contains back-order item, your order will not be shipped until the back-order item gets restocked. The restocking could take 1 to 3 weeks, depends on the product. If you want to ship the in-stock items first, it is possible if you are willing to pay the additional shipping fee, please contact us to make this kind of arrangements.
If you are located in a country in European Union, you won’t be charged for any custom fee, otherwise you are responsible for any fees required by your country for importing consumer goods.
If your country is not in European Union, there is no way for UUGear (the shipper) to predict your country’s custom fee habits, so be prepared to pay full VAT on the fully declared value of your order as well as any customs fees your country’s courier may charge you. There are some online services that could estimate the duty/taxes, although they’re not 100% accurate, they might be helpful (for example, this duty/tax calculator). Print your email receipt on paper, as you may need to send a copy to your customs office or the courier. If you do not pay the required fee – we cannot issue any refunds.
At the time being we offer two different shipping methods:
- International Shipping (via post office)
- Fedex International Economy/Priority Shipping
International Shipping (via post office)
If you choose “International Shipping”, we charge a flat shipping fee for each order, and ship your parcel from Prague, Czech Republic via post office. Please keep in mind that shipping via post office may be slow, and sometimes it gets delayed without giving any reason. When shipping internationally, the post office quotes a certain number of days for delivery but that is only the number of days it takes for the package to reach your customs office. Packages can sit in customs for up to 4-6 weeks, although this is rare it does happen. If you have not received the package after 45 days since the shipping, and there is no more update in tracking records, we then assume your package is lost and will offer you resending or refund. So if you need the product very soon, please use FedEx shipping instead, as post office does not guaranty the delivery time.
We do not offer this shipping method to customers in certain countries as it is not traceable there. Such as Canada and Australia. This shipping method is also unavailable when order amount exceeds 5,000 CZK or products weight exceeds 2KG, in which case you will need to choose shipping method with insurance included (such as FedEx).
The tracking link in the email from us is provided by Czech post office, which usually shows only the trace within Czech Republic. However, you can input the same tracking number in the website of your local post office to continue tracking it within your country, or you can use third-party tracking system to pull data from both post offices of original and destination countries, such as 17track.
Remarks: in most countries, post office does not delivery package to door, instead they send you a notification to pick up the package. If you do not receive any notification from local post office after 3 weeks, please contact your local post office and tell them your package tracking number (included in our email), they should be able to find your package. If your package was deposited in local post office for too long, it might be returned.
We do not refund or resend packages that did not arrive because they were not picked up in time or sent back to us and lost in transit or have the incorrect address.
Fedex International Economy/Priority Shipping
If you prefer faster delivery, you may consider using Fedex International Economy/Priority shipping method. Fedex International Priority usually takes 1~2 working days, while Fedex International Economy usually takes 4~6 working days.
Fedex shipping fee will be calculated during the checkout (base on the product weight and destination country etc.). Fedex’s shipping pricing may change from time to time, if the prepaid shipping fee is not enough, UUGear has the right to request customer to pay the remaining part of shipping fee.
After your order is shipped, if you request FedEx to deliver the package to an address different than the shipping address you input when placing the order, FedEx will charge us 260 CZK address changing fee, and we will have to charge you the same amount because this fee is not included in the shipping cost. If you don’t want to pay this fee, when FedEx tries to deliver the package and you are not at home, you should request FedEx to deliver the package at a different time.
Returning Items/Get Refund
If customer do not want the product after the purchasing, we can only accept returns of item with unopened package, within 15 days since the purchasing. Return shipment is the responsibility of the customer. Please contact us before returning any package!
If the product doesn’t work because of any reason, please contact us and we will try our best to help. If the product should be sent back for checking, it is possible to do so within 180 days since the purchasing. Shipping fee for sending back the product will be covered by the customer, and we will repair or replace the product if needed, then send it back to the customer with free of charge. Please contact us before sending back the product!
Accuracy of Information
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