Customer Support Policy

1. Status of FAQ Information

UNO’s FAQ content is provided for general guidance and convenience. It does not replace an authorised quotation, invoice, order confirmation, technical specification, warranty decision, repair assessment or written agreement. If FAQ content conflicts with a specific written agreement, policy or applicable law, the specific document or law will prevail.

2. Contacting Customer Support

Enquiries should be submitted through UNO’s official telephone number, email address, website form or another channel published by UNO. Messages sent to personal accounts, unofficial profiles or unauthorised third parties may not be received or acted upon.

To help UNO respond efficiently, please provide:

• your name, company and contact details;
• the relevant quotation, invoice, order, delivery, repair or warranty reference;
• the product description, model and serial number where applicable; and
• a clear description of the issue with relevant dates, photographs or documents.

Do not send passwords, full bank-card details or unnecessary sensitive information through ordinary email, public comments or social-media messages.

3. Response Times and Urgent Issues

UNO will aim to respond as soon as reasonably practicable during normal business hours. Any response time stated on the website is an estimate unless agreed otherwise in writing. Digital channels are not continuously monitored and must not be used for emergencies. Urgent product-safety concerns should be reported by telephone, and use of the affected goods should stop where continued use may be unsafe.

4. Product and Technical Support

UNO may provide general product-selection, compatibility or troubleshooting guidance based on the information supplied by the customer. Remote support does not replace inspection, testing, servicing or professional installation where required. Customers remain responsible for providing accurate information and following manufacturer instructions and safety requirements.

5. Orders, Repairs, Returns and Warranties

A support enquiry or digital message does not by itself confirm an order, reserve stock, approve a return, authorise a repair, confirm warranty cover or guarantee a delivery date. These matters are confirmed only through UNO’s applicable written processes and policies.

6. Complaints and Respectful Communication

Unresolved matters may be escalated by providing the relevant reference number and a concise explanation of the issue. UNO may request further information or inspect the goods before responding. UNO may restrict communications that are threatening, abusive, discriminatory, unlawful or repetitive without reasonable purpose, without limiting any lawful customer right or complaint.