These rules govern the procedure for the exchange and return of products purchased on the MERTECH website in the Republic of Uzbekistan and apply to customers who are individuals purchasing goods for personal use not related to entrepreneurial activity.
These rules are drafted in accordance with the current legislation of the Republic of Uzbekistan, including the Law of the Republic of Uzbekistan “On Consumer Protection”, the Retail Trade Rules of the Republic of Uzbekistan, and other applicable legal provisions.
1. General Provisions
The customer has the right to contact the seller with a request for exchange, return, repair, or replacement of the product in the cases and in the manner provided for by the legislation of the Republic of Uzbekistan.
To review a request, the seller has the right to ask for documents or other proof confirming that the purchase was made from the seller.
2. Exchange of a Product of Proper Quality
The customer has the right, within 10 (ten) days from the date of purchase, to exchange a non-food product of proper quality for a similar product from the seller if the product does not fit in shape, dimensions, configuration, color, or other characteristics that may serve as grounds for exchange in accordance with the law.
If a similar product is not available for sale on the day the customer applies, the customer has the right to request a refund of the amount paid for the product.
The exchange or return of a product of proper quality is possible provided that all of the following conditions are met:
- the product has not been used;
- the product has not been damaged;
- its marketable condition, packaging, consumer properties, seals, and labels have been preserved;
- documents or other proof confirming the purchase from the seller are available.
3. Products of Proper Quality That Are Not Subject to Exchange or Return
Products of proper quality included in the list of non-food products of proper quality that are not subject to return or exchange for a similar product, as approved by the legislation of the Republic of Uzbekistan, are not subject to exchange or return.
Such exceptions may include, in particular, technically sophisticated household products for which warranty periods have been established, as well as other products directly listed in the applicable list.
If the product belongs to such a category, the exchange or return of a product of proper quality is carried out only in cases directly provided for by law.
4. Return and Replacement of a Defective Product
If defects are found in the product that were not disclosed by the seller at the time of sale, the customer has the right, at their choice, to demand:
- replacement of the product with a product of the same brand, model, or article number;
- replacement of the product with a product of another brand, model, or article number with a corresponding price recalculation;
- free elimination of defects in the product;
- reimbursement of expenses incurred in eliminating the defects;
- a proportionate reduction in the purchase price;
- termination of the contract and refund of the amount paid for the product in cases предусмотренных by law.
If the product was purchased through the website based on a sample and/or description, but in fact does not correspond to the sample and/or description, the customer has the right to demand replacement of the product or a refund of the amount paid.
Inspection of the product, checking its completeness, or opening the packaging for inspection purposes does not deprive the customer of the right to terminate the contract if the damage did not arise through the customer’s fault.
5. Timeframes for Satisfying Customer Claims
If a defect is found in the product, the seller must replace the product with an identical one within 7 (seven) days from the date the customer submits the claim.
If additional quality verification is required for replacement, the replacement period may be up to 20 (twenty) days from the date the claim is submitted.
If a similar product is unavailable, the replacement request must be satisfied within 1 (one) month unless another period is established by law.
Defects discovered during the warranty period must be remedied by the seller free of charge within 20 (twenty) days from the date the relevant claim is submitted, unless a shorter period is established by law or contract.
6. Delivery of the Product in Case of Return, Repair, or Replacement
Delivery of bulky goods and goods weighing more than 5 kilograms for repair, replacement, price reduction, or return shall be carried out by the seller and at the seller’s expense.
If the seller fails to fulfill this obligation, the customer has the right to arrange delivery independently, and the seller must reimburse the related expenses in accordance with the law.
If the returned product does not correspond to the sample and/or description, all expenses related to the return shall be borne by the seller.
7. Refund of Funds
The refund shall be made to the customer in the same form in which payment for the product was made, unless otherwise agreed by the parties.
Upon termination of a contract concluded via the website, the seller shall inform the customer of the place for returning the product and the procedure for transferring it to the seller.
If, after termination of the contract, the seller does not refund the amount within the period established by the contract, the customer has the right to demand a penalty in the amount of 1% of the refundable sum for each day of delay, but not exceeding the refundable sum.
8. Product Quality Inspection
The seller has the right to accept the product for quality inspection if, in order to review the customer’s claims, it is necessary to determine the existence of a defect and the reasons for its occurrence.
If disputes arise between the parties regarding the causes of the product defects, quality inspection, testing, or expert examination shall be carried out in accordance with the legislation of the Republic of Uzbekistan.
9. Procedure for Submitting a Request
To process an exchange, return, repair, or replacement of the product, the customer must contact the seller using the contact details provided on the website and specify the following:
- full name of the customer;
- order number or other purchase details;
- name of the product;
- nature of the claim;
- contact phone number and email address for feedback.
The seller has the right to request photos of the product, packaging, labeling, purchase documents, and other information necessary to review the request.
10. Seller Information
Seller: LLC “Mertech”
Address: Republic of Uzbekistan, Tashkent, Mirzo-Ulugbek District, Akkurgan Street, Building 16
Phone: +998 97 011 99 53, +998 97 011 99 54
E-mail: info@mertech.uz
11. Final Provisions
These rules do not limit the customer’s rights provided by the legislation of the Republic of Uzbekistan. If any provisions of this page contradict mandatory legal norms, the applicable laws of the Republic of Uzbekistan shall prevail.