Claims Policy

The Claims Policy is an integral part of our Terms and Conditions. The Claims Policy governs the rules for claims, specifically:

If you use servicing within the scope of a purchased or agreed service (e.g. extended warranty), such service intervention is governed exclusively by the terms and conditions of that service.

As proof of warranty for goods (simplified warranty card), only the invoice serves. Cannot or do not wish to file a claim in person? That is not a problem – you can either use one of our AlzaBoxes, or someone else can file the claim on your behalf – they only need to provide us with the invoice number.

The rules for claims (the time limit for exercising rights arising from defective performance and the individual rights arising from defective performance) are the same for both consumer and business buyers. We therefore grant business buyers the same rights as consumers, beyond what is required by law and standard practice. For more information about benefits for business customers, see www.alza.cz/EN/alza-for-business.

If you made a purchase before 15 April 2023, you can find the previous version of the Claims Policy here.

What is Alza, as the seller, responsible for?

Alza, as the seller, is responsible to you as the buyer for the goods being as described. We will deliver the goods to you in working condition and in the ordered quantity. You will also receive the goods with any accessories with which they were offered, including the manual, if required by law.

We are also responsible for the goods being as one would reasonably expect and for them serving the purpose for which such type of goods is ordinarily used. Unless we expressly state in the product description that the goods are intended for commercial use, the goods are intended for ordinary personal use (standard products are not designed for the load associated with commercial use – for example, it cannot be expected that a standard coffee machine can be used to equip a commercial café or office and prepare hundreds of coffees per day). Alza is also responsible for the goods being safe, hygienic, and technically fit for their standard intended use. If you are equipping a commercial project or are otherwise unsure about your choice of goods, please contact us and we will be happy to advise you.

If you have purchased an item with digital features (typically a phone, laptop, etc.), you have the right to request necessary updates for a reasonable period of time to ensure their proper and expected behaviour and functionality, as such an item was provided on a one-off basis.

Rights arising from defective performance – i.e. it is broken

Regardless of whether you are purchasing as a consumer or as a business, you may claim a defect in new goods (i.e. purchased as new and not used), which appears within two years of their receipt.

In the case of purchasing used goods, you may claim a defect within one year of their receipt. Used goods means goods that are used or serviced without a defect and are labelled as used.

In the case of purchasing near-new goods, the time limit for filing a claim is 21 months from receipt. Near-new goods means lightly used goods that have been inspected and are labelled as near-new.

If a defect appears within one year of receipt, it is presumed that the goods were defective at the time of receipt, unless the nature of the goods or the defect precludes this.

For consumable goods (e.g. cosmetics, drugstore products, food, etc.) and over-the-counter medicinal products (OTC), the claim period may be shorter if a use-by date is indicated on such goods. In such a case, the claim period is limited to the date indicated.

What can you request in the event of a defect?

Your entitlements upon filing a claim always depend on the nature of the defect for which you are claiming. Depending on the defect, you may choose from the following methods of claim resolution:

In the event of your withdrawal from the contract, we are not obliged to return the purchase price before we receive the goods, or before you prove that you have dispatched the goods. However, withdrawal from the contract cannot be requested if the defect is insignificant.

We have arranged the methods for filing a claim in order of the speed of the entire process:

For a hassle-free claim, we recommend using the online environment in each of the cases listed below, which is intuitive and will guide you through the entire claims process.

The shipment must contain the claimed goods including all accessories without which the claimed goods cannot be used or diagnosed (however, we recommend enclosing complete accessories with the claimed goods in all cases). We also recommend enclosing a copy of the proof of purchase or otherwise adequately proving the warranty of the goods, a detailed description of the defect, and your sufficiently specific contact details (address and phone number).

Upon receipt of a claim, we, or the authorised service centre, will issue you with a written confirmation stating when the claim was filed, what it concerns, and what method of resolution you are requesting. In the case of a claim filed in person at a branch, the confirmation is prepared immediately in paper form upon your request; otherwise, the confirmation is sent by e-mail. This confirmation serves only as proof of receipt of the claim.

If you submit the claimed goods without all accessories and subsequently withdraw from the contract, the purchase price refunded to you will be reduced by the value of the missing accessories.

We provide mail-order sales of over-the-counter medicinal products (OTC), and therefore we are obliged to ensure that you have the option to return claimed over-the-counter medicinal products (OTC) in a manner that does not incur any costs for you. In the event of returning an OTC medicinal product by post, for example, the postage costs will be reimbursed to you. Claimed OTC medicinal products become unusable and their disposal must be ensured.

What to do with electronics before submitting a claim?

Before submitting electronics capable of storing data for a claim, we recommend backing up this data and, for privacy reasons, also deleting it from the claimed device. We draw your attention to the fact that during the claims process, irreversible damage to such data may occur as a result of necessary service operations on the claimed goods, and we bear no responsibility for this.

The claimed goods must be restored to their original state (so-called factory settings). This means in particular restoring the operating memory / hard drive / SSD drive, etc. of the device to factory settings, removing any screen protector or phone case, etc. We bear no responsibility for any parts that were attached to the claimed goods and were not part of them at the time of purchase. Please note that service intervention may result in damage to such parts.

You particularly risk a claim being rejected in cases where you use the goods in a manner contrary to the enclosed manual. You also risk rejection in the event of damage to the goods arising from:

The restrictions set out in Art. 4.1 do not apply if such restriction was expressly agreed, stipulated, declared, or can be expected given the usual manner of use of the goods.

When filing a claim for any goods that are protected by access security (password, pattern, etc.), you must disable such security or provide us with the password when describing the defect. Otherwise, we may reject your claim, as it will not be possible to carry out diagnostics or repair. The same applies to anti-theft services (Apple Find My, Intel anti-theft, and others).

A claim may also be rejected in cases where you damage the protective seal or serial number, unless such damage occurs through normal use.

Claim Resolution

If you are a consumer (i.e. you are not purchasing under a company registration number or for your business purposes), we must resolve your claim no later than 30 days from the date the claim was filed, unless a longer period has been agreed. If we do not resolve your claim within 30 days, you may request a reasonable price reduction or withdraw from the contract. We also guarantee the same resolution period for business customers.

In the case of a claim for over-the-counter medicinal products (OTC), the time required for delivery and subsequent expert assessment of the defect of the claimed OTC medicinal product at a brick-and-mortar pharmacy in Zdice is not counted towards this period.

For goods sold in the "Robots" category, including accessories offered therein, which are offered exclusively within the business-to-business sales segment and to legal entities, we will decide on the claim no later than 90 days from the date the claim was filed. In the event of an accepted claim, it is entirely at our discretion whether to carry out a repair or replacement of the goods or to provide you with a price reduction or withdrawal from the contract.

You will be informed about the resolution of the claim by SMS or e-mail. If you sent the goods via a courier service, the goods will be returned to the buyer's address.

You must collect the claimed goods no later than 30 days from the date you were informed about the resolution of the claim. However, this period shall not expire sooner than 60 days from the date the claim was filed. If you do not collect the goods within this period, we will charge you CZK 50 including VAT for each additional day of storage (for oversized goods, the amount may be higher).

If you do not collect the claimed goods within 2 months of the date you were informed about the resolution of the claim, we may sell such goods and use the proceeds to cover the storage fee, or destroy the goods. The same rules apply to any other goods that you do not collect from us in time.

Defect Testing

Alza, or the authorised service centre, will only test the defect that you specify in the claims form or defect description. Other defects, including additional diagnostics, will not be carried out.

Claims for Defective LCD Displays

Due to the number of pixels on the LCD panel contained in the devices sold, it is practically impossible, given manufacturing technologies, to prevent pixel loss. For this reason, the ISO 13406-2 standard was created. This standard divides LCD panels into four classes and defines the permissible number of defective pixels or clusters (cluster = a 5x5 pixel square) for each class. Unless otherwise stated for a given product, the goods we sell fall into the second class.

Number of permissible losses per 1 million pixels

	Type 1	Type 2	Type 3	Cluster Type 1	Cluster Type 2
Class	White dot, permanently lit pixel	Black dot, permanently unlit pixel	Coloured dot, resulting in incorrect colour	More than one defective pixel of type 1 or 2	More than one defective pixel of type 3
I	0	0	0	0	0
II	2	2	5	0	2
III	5	15	50	0	5
IV	50	150	500	5	50

Consumables and Minimum Service Life

If you have purchased a consumable, or if such a consumable is part of the purchased goods (e.g. toner, print head, projector lamp, battery, various types of lighting…), service life applies instead of the statutory warranty. Service life may be expressed in terms of time, number of uses, or a similar specification. Such service life is always stated on the product.

Before filing a claim, you must take the above facts into account, as the warranty does not cover wear and tear caused by ordinary use. The service life of goods represents susceptibility to wear caused by ordinary use. If you have been using (not merely owning) the goods for longer than the usual period of use, it is possible that the defect arose precisely as a result of ordinary wear and tear.

These provisions are without prejudice to your right to exercise statutory rights arising from defective performance.

Beyond the rights arising from defective performance (two years for both consumers and business customers), we also provide, in some cases, an additional quality guarantee. Information as to whether and for which goods this guarantee applies can always be found in the detailed product information for the specific goods, for example as a graphic representation in the product images, as well as on the invoice you receive with the goods.

The quality guarantee provided beyond these rights from defective performance begins after the expiry of 24 months (2 years) and lasts for a maximum of the period stated for the relevant product (e.g. 36 months denotes the total warranty period, i.e. 24+12 months beyond the statutory warranty). If the provider of the contractual quality guarantee is our company, you will find the warranty card in the detail of your user account in the manuals and instructions section. You can download this warranty card at any time.

This quality guarantee does not mean the same as the paid Extended Warranty service – www.alza.cz/EN/extended-warranty2541.htm, which is provided in the form of insurance and whose terms are governed exclusively by the conditions of that service.

Please note that for certain types of goods (typically washing machines, dishwashers, tumble dryers, where warranties are often provided for specific parts of the goods), obtaining the contractual quality guarantee is conditional on taking certain steps after purchasing the product. Such steps include in particular completing a specific form or registering the product on the manufacturer's website. All information can always be found in the product detail on our website.

For goods sold in the "Robots" category, including accessories offered therein, which are offered exclusively within the business-to-business sales segment and to legal entities, the warranty is usually 12 months, unless otherwise agreed. This warranty applies only to manufacturing defects that were present in the goods at the time of their receipt. In the event of a defect, the buyer is obliged to prove that the defect is of a manufacturing nature.

How does it work?

In the event of a defect occurring in goods for which the 2-year period for exercising rights from defective performance has already expired and to which the contractual quality guarantee applies, your claim will be resolved in the following ways:

We will resolve a claim filed under the contractual quality guarantee within 30 days from the date of receipt of the goods. If we fail to do so, you may withdraw from the contract.

In other respects, this Claims Policy applies to the filing and resolution of claims under the contractual quality guarantee, in particular Art. 4 "In Which Cases Can a Claim Be Rejected?" and Art. 5 "Other Information (defect testing, LCD displays, claim resolution)".

If your claim was rejected, the defect is not covered by the warranty, or the claim period has expired, we may agree on an out-of-warranty repair at your expense. Out-of-warranty repairs are typically arranged through a service centre.

Based on your interest in an out-of-warranty repair, we will first agree on the scope of the out-of-warranty repair and the price. If we reach an agreement on all the parameters of the repair, we will issue you an invoice for the cost of the repair.

If the goods are repaired but you do not pay the repair invoice even after the payment due date has passed, we may charge you a storage fee of CZK 50 including VAT for each day from the date the payment due date expired, or from the date the goods were repaired (whichever is later). For oversized goods, the fee may be higher.

If you do not collect the repaired goods within 2 months of the date we informed you of the completion of the repair, we may sell the goods and use the proceeds to cover the outstanding amount (in particular the cost of the repair and storage fees). If the goods cannot be sold, we may destroy them.

This Claims Policy is valid from 1 April 2026 and supersedes all previous Claims Policies. This Claims Policy is available at www.alza.cz/EN/claims-code, at our registered office, and at our branches.

In Prague on 01.04.2026 Back