Services on Alza.cz
Simple. Quick. Reliable.
Frequently Asked Questions
The goods I purchased are faulty – what should I do?
Return the goods, either personally or by post (with a cover letter), to any of our stores within 14 days of their receipt.
What documents do I need in order to make a claim?
You will need the order number, and make sure to attach a cover letter detailing the nature of the defect and provide your contact details.
Should I also include the product's accessories in the claim?
Yes, the accessories may have caused the defect or may be necessary in order to properly test the device.
If one of the accessories has a defect, is it necessary to also send the main product when making a claim?
Yes. Generally, it is not possible to make separate claims on accessories; therefore, it is recommended to send the main product as well.
Do I need the product's original packaging?
The original packaging is not necessary to make a claim, but it is advisable to use the original packaging when transferring the goods.
If I return a device for repair, will I lose the data on it?
It is very likely. If the device can be repaired, it is standard for factory settings to be restored, which eliminates the potential negative impact of third-party applications. Accordingly, we recommend the regular backup of data (not only before making a claim).
I received a notice saying the goods are irreparable – what can I do?
Just send us the original notice, and once we have verified the notice with the supplier, we will send you a credit note for a refund of the goods.
An overview of the claims process on Alza.cz
The customer makes a warranty claim and receives a claim number (RMA)
The goods are returned and then checked, repaired or replaced by a technician
Throughout the process, the customer is kept up to date with the status of their claim
We aim to resolve claims as quickly as possible, with a maximum term of 30 days
What to do when ...
I want to return the goods
Goods can be returned within 14 days of purchase. Simply fill out our online form and send it or bring it to our store.
Return goodsI want to fix a product purchased elsewhere
- First, we recommend contacting an authorised service centre
- You can bring the goods to any Alza.cz store
- We will arrange your request with an authorized service centre at our logistics cost
- In the vast majority of cases, the repair period does not exceed the regular warranty period
I received damaged goods
- If you detect a damage within 48 hours of receiving the goods, contact the shipping company immediately
- In other cases, please contact our helpline on 225 340 111 or bring the goods to any Alza.cz store
- We recommend that you take photographs of the defects and bring the goods complete, including the original packaging and the accessories
Do you need help with something else?
Contact our call centre