Returns and exchanges

This page is based on the Law of the Republic of Uzbekistan “On Protection of Consumer Rights” and the Retail Trade Rules of the Republic of Uzbekistan approved by Cabinet of Ministers Resolution No. 75 of 13 February 2003.

Exchanging or returning goods without defects (10 days)

Non-food goods of proper quality can be exchanged within 10 days of handover for a similar item of a different size, shape, dimensions, model, colour or configuration. If the item you need for the exchange is not available, you can return the goods and get your money back. (Law, Article 18; Retail Trade Rules, clause 27.)

Conditions:

• the item has not been used and is undamaged;
• its appearance, consumer properties, seals, labels and packaging are intact;
• you have a receipt or other proof of purchase. (Law, Article 18; Rules, clause 28.)

Goods without defects that cannot be returned under the 10-day rule

Under Annex 1 to the Retail Trade Rules, goods of proper quality that cannot be returned or exchanged include, among others:

• technically complex household goods with a set warranty period: household computing and copying equipment, household radio-electronic equipment, household electrical machines and appliances, telephones and fax machines, photo and film cameras, electronic toys;
• cable products (wires, cords, cables) and goods sold by the metre;
• household chemicals;
• furniture (furniture sets and suites).

If such goods are defective, the rights in the “Defective goods” section below apply in full. Goods assembled or configured to your order (for example, a custom-built computer or an activated software licence) also cannot be returned if they are free of defects.

Distance purchases (via the website)

When you receive the goods you may check that they are complete and working. If the item does not match the description or sample on the website, you may demand a replacement or a refund; the seller bears the cost of returning the item. Opening the packaging to inspect and check the item does not take away your right to withdraw from the contract. (Law, Article 28¹.)

Defective goods

If you find a defect that was not disclosed at the time of sale, you may, at your choice, demand:

• a replacement with a proper-quality item of the same brand (model);
• a replacement with an item of another brand (model), with the price recalculated;
• free repair of the defect;
• a proportionate price reduction;
• cancellation of the contract and a refund. (Law, Article 13; Rules, clause 29.)

These claims can be made within the warranty period, or within six months for goods without a warranty period. A claim is considered with a receipt or other proof of purchase and, for goods under warranty, the warranty card (technical passport). (Law, Article 13.)

Deadlines

• A defective item is replaced with the same item within 7 days, or within 20 days of the claim if an extra quality check is needed; if the same item is unavailable, within one month. (Law, Article 14.)
• A defect found during the warranty period is repaired by the seller free of charge within 20 days of the claim; the warranty period is extended by the time spent in repair. (Law, Article 15.)
• If the cause of the defect is disputed, the seller arranges an independent examination at its own expense; you may attend. (Rules, clause 30.)

How refunds are made

Unless agreed otherwise, money is refunded by the same method used for payment. (Law, Articles 17 and 18.) When a defective item is returned, the seller does not deduct anything for use or loss of appearance. (Rules, clause 29.) Collecting and returning bulky or over-5 kg defective goods for repair or replacement is at the seller’s expense. (Law, Article 17.)

How to make a claim

1. Call our operator or message us on Telegram with your order number.
2. Bring the item, complete and in its packaging, with the receipt and warranty card to our store at 19 Mustaqillik St, Bukhara.
3. Tell us what you want (exchange, repair or refund). Claims are reviewed within 10 days, or within another period if one is set by law.

If we cannot reach an agreement, you keep the right to apply to the Consumer Rights Protection Agency or to court. (Law, Articles 23 and 29.)

To make a claim: +998 65 220 55 95, +998 97 861 11 99, Telegram: @nsb_corporation. This page is for information; the text of the law prevails.