Refund policy

Warranty and Refunds Policy

The website https://www.uho.com.au (the Site) is owned and operated by UHO PTY LTD (we, our, us). References to “You” and “your” on this page means a customer of this Site.

At UHO, we are committed to providing you with the best products and ensuring your satisfaction. This Warranty and Refunds Policy (Policy) applies to any purchases you make on the Site (Product). By using the Site or purchasing a Product, you agree to be bound by this Policy.

The warranties and refund rights outlined in this Policy are in addition to any standard statutory consumer rights and guarantees that may apply under the Australian Consumer Law contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth) (ACL). Under the ACL, you may be entitled to a repair, replacement, or a refund, and in some cases, compensation for damages and loss.

The rights under this Policy are non-transferrable. However, if you are one of our retailers, warranties will be available to your customers.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please contact us to start a return.

Refunds will be processed via the payment method used at purchase, minus the restocking fee and any additional costs (such as return shipping, if applicable).

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Damaged/Faulty Product Warranty

In addition to your rights under the ACL, we offer a warranty against defects of our Products (Product Warranty) for 1 year upon delivery.

If your Product arrives defective upon delivery (Defective Product), to make a claim under the Product Warranty, you must notify us within 2 working days of receiving the Product by providing the following details via the Contact Us form on the Site:

• A detailed description of the problem with the Defective Product, including supporting photographic or video evidence.
• Proof of purchase, such as a tax invoice.
• The remedy you are seeking, whether a replacement, repair, refund, or Site credit (up to the value of the price you paid).

Once your claim is assessed and approved by our customer service team, you will be contacted with further instructions. Please do not return the Defective Product without prior approval.

Refunds will typically take up to 2 working days to process, though additional time (up to 5 working days) may be required for your financial institution to process the refund.

Please note, a remedy will not be provided if the Defective Product has been misused, mishandled, or improperly installed.

Missing/Spare Parts

If your Product is received with missing or incorrect parts, or if you wish to purchase spare parts, please contact our customer service via the Contact Us form on the Site.