1.1. By purchasing from Alza, you are entering into a contract with Alza. These Terms and Conditions (T&C) define the content of this contract for us.
1.2. Further information about Alza can be found in the About Us section.
1.3. By placing an order (e.g., by clicking the button to complete the order), these T&C become binding for you. They include, in particular, Customer Complaints Code, Terms of Personal Data Protection, Purchase Delivery Options, and other documents to which we refer.
1.4. At the beginning of selected chapters or other more complicated parts of the T&Cs, we have always summarised the essence and most important information for you. The chapter summary is written in italics (in the infoboxes) and is intended only for basic orientation and is not legally binding.
1.5. Conversely, numbered paragraphs are legally binding.
2.1. You can shop at www.alza.cz.
2.2. An order is created the moment you click on the button intended to complete the order. Until then, you can freely modify your order in the cart, including the shipping and payment method.
2.3. The contract is concluded only when we confirm your order. You will receive order confirmation at the e-mail address you have chosen, therefore we ask you to check the correctness of the data you have entered. An attachment to the order confirmation are also these T&Cs and the Customer Complaints Code.
2.4. Subsequent changes to the order are possible only by mutual agreement or under conditions specified by law or these T&C.
2.5. Orders can be created non-stop through the e-shop www.alza.cz.
2.6. We do everything we can to prevent e-shop outages, but exceptional outages cannot be completely prevented. Therefore, in the event of a failure of the information system or force majeure (e.g., a power outage), we are not responsible for non-compliance with the operating hours of the e-shop.
2.7. You can place an order with the assistance of an Alza representative at any of our stores, or through phone or e-mail, which can be found in the About Us section.
2.8. For email orders, the contract is finalised when you receive the order confirmation email. For phone orders, the contract is finalised when you confirm the order. For orders placed with the help of an Alza representative, the contract is finalised upon (even partial) payment.
2.9. Physical stores are open during their operating hours, which you can find here.
2.10. Alza reserves ownership rights to the goods in the event of a purchase through any of the offered methods until the moment when you have paid the full purchase price.
3.1. In the case of:
the following deviations from these T&C and their components apply, which will be used in a supportive manner (unless otherwise specified below).
3.2. Pre-ordering goods is only a reservation on a waiting list, not the conclusion of a (future) purchase agreement. Unfortunately, we are unable to influence the delivery times of individual goods offered in pre-order mode. Therefore, the purchase agreement is concluded only when you are informed that it is your turn, and the goods are ready for you. Information about pricing for pre-orders can be found below.
3.3. Once your order exceeds the amount of 100,000 CZK, including VAT, you will be prompted to log in to your user account when creating the order, through which you have previously entered into a purchase agreement with Alza and this agreement has not been terminated prematurely (e.g., by your withdrawal from the purchase agreement). If you do not meet these conditions, Alza may cancel your order without further notice and refuse to conclude a purchase agreement.
3.4. To prevent and minimise damages from your side, Alza will also require payment of the purchase price before the selected goods are sent in this case. If the purchase price is not paid, Alza may not deliver the goods to you.
3.5. Before purchasing footwear, we recommend thoroughly measuring the size of your foot. Once you receive the footwear, we advise trying it on immediately with clean socks to ensure the footwear's health safety.
3.6. In the event of withdrawal from the contract within 14 days, you must return the footwear to us in a clean condition, without any signs of wear, and in the original box, as if the fitting took place in a branch.
3.7. If the footwear shows any signs of wear and tear, we reserve the right to reduce the purchase price by compensating for any damages. Compensation for damages in this case is the amount by which the value of the goods has decreased (typically, we may be required to sell the footwear as used, and therefore at a lower price). Additionally, we may also reduce the refunded purchase price for expenses incurred in cleaning or repairing the footwear. Please note that in some cases, the compensation for damages may amount to the full purchase price.
3.8. When purchasing third party vouchers, Alza acts only as their seller. To redeem such vouchers, you must contact the provider listed on the voucher or in the product description on our e-shop.
3.9. After purchasing the voucher, you will receive a unique redemption code at your e-mail address, provided either in your customer account or within the order. With this code, you should then contact the respective provider, who will provide you with the corresponding service or goods based on it. The voucher is considered redeemed at the moment when the provider verifies its validity in our information system.
3.10. You can withdraw from the voucher contract only if the voucher has not yet been redeemed. In the event of a product or service complaint, we recommend contacting the relevant provider, who will handle the complaint with you more quickly and efficiently.
3.11. Alza's gift vouchers are governed by separate terms of use, which can be found in the description of the specific gift voucher as well as directly on the voucher itself.
3.12. The purchase and visit of websites offering alcoholic beverages can only be made by individuals over the age of 18. Purchase and access are prohibited for those under 18.
3.13. Upon receiving alcoholic beverages, Alza or other carriers may request the presentation of an ID card or passport to verify that the person receiving the alcohol is over 18. If age verification is not provided or it is determined that the recipient is under 18, Alza reserves the right to withdraw from the contract (in accordance with Article 6 of these Terms and Conditions).
3.14. When using any electronic content (including software, PC games, console games, etc.) purchased from Alza, you must comply with obligations set not only by these T&C and legal regulations governing copyright works but also by the specific licensing terms of the product (e.g., EULA). If you violate these obligations, you are obligated to compensate for any damages, and such actions may have criminal implications in some cases.
3.15. You may use all electronic works exclusively for your personal use and not for the purpose of direct or indirect economic or commercial gain unless otherwise stated in the licencing terms.
3.16. You may not copy the purchased electronic content or reproduce it in any other way, make copies, excerpts, or otherwise handle it in violation of copyright laws, other legal regulations, and/or the licencing terms of the product. Access to electronic content may be denied or the licence deactivated if the electronic content was obtained as a result of your unlawful activity.
3.17. For products with digital features (examples listed below), the manufacturer will provide necessary updates required for the proper functionality of your product for as long as it can reasonably be expected (typically about 5 years, but this may vary depending on the specific product). You will always be informed by the manufacturer about these necessary updates. For some types of products, no updates are required at all (e.g., certain car radios). Products with digital features include, for example, mobile phones, tablets, e-book readers, washing machines and dishwashers with interactive software, alarms, sensors, smart plugs, smart devices, smart TVs, laptops, desktop PCs, certain PC accessories, and virtual reality goggles, among others.
3.18. These provisions of the T&C also apply equally to electronic content provided to you by Alza as a gift.
3.19. In the case of purchasing a motor vehicle, the purchase agreement may only be concluded in your physical presence at an Alza branch, where the vehicle will be presented, and you will be acquainted, especially with its operation and technical parameters.
3.20. If you wish to reserve a vehicle, Alza may require payment of a refundable deposit, due upon confirmation of the reservation, which will be deducted from the purchase price. If you decide not to purchase the vehicle, the deposit will be returned to you within 7 days (the deposit does not interest-bearing).
3.21. You become the owner of the vehicle at the moment when you pay the full purchase price and sign the handover protocol, confirming the receipt of the vehicle.
3.22. If the order for a motor vehicle is made through the e-shop and you wish to withdraw from the purchase contract for the motor vehicle, which you have already registered in the meantime in the vehicle registration database (or a technical sheet has been issued to you), we may reduce the purchase price before the refund. Such reduction is at least 30% of the purchase price and corresponds to the decrease in the value of the vehicle due to its registration in the relevant database.
Customers who provide their CIN (IČO), including legal entities and self-employed individuals (entrepreneurs, including public sector customers), will automatically be enrolled in the Alza for Business program. As a member of the program, entrepreneurs gain access to a discounted pricing list and special discounts for businesses. Alza also allows entrepreneurs to purchase with the same benefits as consumers, meaning they can return purchased items within 14 days (see article VII of these Terms and Conditions) and receive a two-year warranty on products (more information in the Customer Complaints Code).
3.23. Discounted price lists: As part of the Alza for Business program, Alza offers special discounted price lists based on the entrepreneur's turnover (total purchases without VAT on the e-shop www.alza.cz in the last 12 months). The price lists are as follows:
• BASIC for all members of the Alza for Business program,
• BRONZE for entrepreneurs with a turnover over 50,000 CZK,
• SILVER for entrepreneurs with a turnover over 250,000 CZK,
• GOLD for entrepreneurs with a turnover over 1,000,000 CZK.
Alza reserves the right not to provide a discounted price list to an entrepreneur, to change the price of goods within the discounted price lists, and to change the list of goods offered within the discounted price lists. Alza also points out that prices within the discounted price list may change periodically, and that any price changes do not entitle the entrepreneur to pay the price difference.
Furthermore, Alza reserves the right to provide a discounted price list to an entrepreneur, even if they do not meet the turnover conditions. Alza will notify the entrepreneur about the activation of the discounted price list via email, and therefore recommends that members of the Alza program enable consent to receive marketing communications.
3.24. Trial purchases: Alza offers trial purchases to members of the Alza for Business program from the public sector, especially schools and state institutions. These members can, after prior agreement with Alza, test the goods (approve the goods) within a 14-day trial period from the order creation date. If the member rejects the goods within the trial period, they must return the goods by the end of the trial period; otherwise, they are obligated to pay the purchase price. If the member damages the trial goods, they must compensate Alza for the damage.
3.25. Invoice with payment terms: Entrepreneurs whose turnover in each of the last 3 calendar months is at least 50,000 CZK are offered the option of deferred payment for the purchase price. This payment option can be requested via email at [email protected], and more detailed information can be found here. Alza reserves the right not to offer deferred payment for the purchase price to an entrepreneur or to cancel this option at any time. If the entrepreneur is late with payment of the invoice (purchase price), Alza may assign or refer the claim for collection to a third party.
4.1. This article applies when using the option for the courier delivery of over-the-counter medications (OTC).
Practical information about your orders
4.2. Medications purchased online cannot be returned (the right to withdraw from the contract without reason does not apply) within 14 days.
4.3. We will dispatch medicinal products no later than 48 hours after receiving your order, ensuring delivery within 3 working days from receiving your order. If we are unable to deliver the ordered medicinal products within this period, we will inform you within 3 working days from receiving the order.
Consult our pharmacist!
4.4. As part of your purchase of medications, you also have the option to use the informational service provided by our pharmacist during the following working hours:
Mgr. Iveta Hermanová, Pharmacist,
E-mail: [email protected].
4.5. Through the above-mentioned pharmacist, you can request more information about the medicinal products offered, or report adverse effects and quality defects of the medicinal products. In case of adverse effects, we would appreciate your cooperation. Adverse effects are reported to the State Institute for Drug Control, and the more information we have, the better. You can also report adverse effects to the State Institute for Drug Control yourself: https://nezadouciucinky.sukl.cz/
Authorisation for courier delivery and legal notice
4.6. The postal dispensing of medications is carried out based on a notification to the State Institute for Drug Control, which oversees the handling of medicinal products, located at Šrobárova 48, 100 41 Prague 10, e-mail: [email protected], website: www.sukl.cz, and based on the postal sales logo according to a licencing agreement. We are authorised to dispense medicinal products and further authorised to sell goods based on our business licence.
4.7.Medications that are prepared on order, those that require a doctor's prescription, medicinal products containing addictive substances or precursors, and medications that can be dispensed without a prescription but with restrictions, cannot be dispensed via courier delivery. Medicinal products can only be delivered within the Czech Republic. All information about the medicinal product can be found both in the product details on our website and in the package leaflet.
4.8.You can only purchase medications for your personal use. You are not permitted to resell them to third parties. If we assess the risk that you may resell the medicinal products, we may cancel your order and not deliver the goods.
4.9.Information about the regulatory authority and dispute resolution can be found in Section VIII of these Terms and Conditions.
5.1. Please find information about shipping methods, terms, and prices here.
5.2. Once the contract is concluded, Alza will deliver the selected goods to you by the chosen method, and it is your obligation to enable such delivery and to accept the goods. Along with the goods, Alza will also provide you with other documents related to the goods. If you have chosen delivery to an address or a pick-up point of one of our shipping partners, Alza will hand over the goods to the carrier who will ensure its delivery by the method chosen by you within the specified time. Until the moment the goods are delivered and handed over to you, or until you refuse to accept the goods, the risk of damage to the goods is borne by Alza.
5.3. You will be informed about the estimated delivery time and other information regarding the chosen method of delivery via your provided e-mail address. The estimated delivery time may change depending on Alza's logistical capabilities and/or its carriers, about which you will be promptly informed. In the event of force majeure or a failure of Alza's information system, Alza is not responsible for delayed delivery of goods.
5.4. Upon receiving your order, please inspect the packaging and ensure you have received the correct number of items you ordered. Check for any visible damage to the package, such as crushing or deformation. If the package is damaged, you have the right to refuse the goods. Alternatively, you can accept the goods and note the damage in the delivery protocol together with the carrier. Send this protocol along with a description of the damaged shipment to [email protected] via e-mail, or by mail to the address listed in the About Us section.
5.5. If you paid for your order in advance online, you will need to provide a PIN code to collect it in the following cases:
This PIN code will be sent to the phone number you provided in your order. In such cases, Alza or the carrier may also require you to present your ID card or passport, or may request your signature upon receipt instead of the PIN code. If you fail to provide proper identification, Alza may refuse to release the goods.
5.6. For purchases made by legal entities, the goods will only be handed over to:
5.7. Goods purchased by self-employed individuals will only be handed over upon presentation of a valid ID card.
5.8. If you are a VAT payer at the time of purchase, do not collect the goods personally from the branch, and the goods are invoiced at a 0% VAT rate, in such a case, the place of delivery must be the address of the registered office or branch listed in the commercial, trade, or similar register.
5.9. If you refuse to accept the goods upon delivery, you will have a grace period to pick them up. If you fail to collect the goods within this additional period, the purchase contract will be automatically cancelled.
5.10. Digital content is considered delivered upon receipt of an email from Alza providing a download link or upon making the download link available in your user account on www.alza.cz. The download link is valid for 60 days only.
5.11. If a larger quantity is delivered to you than you ordered, you have the option refuse the excess quantity. If you do not refuse the excess items, the purchase contract is also concluded for these items, and you are obliged to pay the additional price.
5.12. AlzaBoxes are accessible 24/7, except for those located in buildings with restricted opening hours (e.g., shopping centers) and in exceptional cases.
6.1. All terms and procedures in the event of product complaints are governed by the Customer Complaints Code, which forms an integral part of these T&C.
6.2. If you sell or give away (or otherwise transfer ownership of) the purchased goods, you and the new owner must inform us of this fact. If you fail to do so, we will treat you, as the original buyer, as the owner of the goods (e.g., in the event of a complaint, we will deal with you and in case of a refund, we will refund the money to you).
7.1. When withdrawing from a contract for a device that contains your personal data, we recommend that you back up your data and then delete it from the device (if possible).
7.2. For information on how refunds are processed when withdrawing from a contract, please see below
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As a consumer, you have the right to return goods within 14 days if you purchased them remotely, i.e., through the www.alza.cz e-shop. In such a case, you must return the goods undamaged, without defects, and without signs of use. You should try out and inspect the goods in the same way as you would in a regular brick-and-mortar store. If there are signs of wear or other use on the goods, we may reduce the refunded purchase price by the amount of the decrease in the value of the goods due to such use.
You cannot withdraw from the contract, for example, for hygiene products, delivered to you in sealed protective packaging that you have removed, for newspapers, periodicals or magazines and also for goods made to your specifications. Further cases where withdrawal from the contract is not possible can be found below.
Instructions on how to withdraw from the contract, including more detailed conditions, can be found below.
7.3. If you are a consumer (i.e., it is not an order "for the company" or an order in which you provided your identification number), you have the right to withdraw from the contract and request a refund within fourteen days.
7.3.A) If you decide to withdraw from the contract and return goods that you have unpacked and used in a way other than what is necessary to familiarise yourself with their nature, characteristics, and functionality, the refunded amount may be reduced. This applies, for example, to new LEGO sets if you have opened them and started assembling them. The percentage reduction in the refund amount depends on the condition of the item and the possibility of reselling it. This is in accordance with Section 1833 of the Civil Code.
7.4. The ways of withdrawal are sorted for you according to the speed of processing and your comfort in entering them:
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Alza.cz – reklamace
GLP park
Severní 255,
252 19 Chrášťany
7.5. Once you withdraw from the contract, you must return the goods to us without undue delay, no later than 14 days from the withdrawal from the contract itself. You return the goods at your own expense, which will not be reimbursed to you. The goods should be undamaged, unused, and clean, including all accessories received with them. If possible, the goods should be returned in the original packaging.
7.6. If it concerns consumer goods or hygiene products, you may only withdraw from the contract if the original packaging is not broken, or if there is another hygienic covering protecting the goods themselves. This applies, for example, to toiletries, cosmetics, etc.
7.7. You also cannot withdraw from the contract in the case of services provided for a fee if we have provided them within 14 days of ordering such a service. Typically, this occurs when we provide you with, for example, the installation of an appliance with your explicit consent. Another case where you cannot withdraw from the contract is for goods that we have modified in any way based on your personal requests.
7.8. You cannot withdraw from the contract in the case of so-called blind bags (collectible cards and others, more details below) and blind boxes (a box containing one or more blind bags, more details below), which may contain rare items based on chance.
A blind bag refers to goods whose specific contents are unknown before opening, and the rarity of the items contained is determined by chance. Examples of blind bags include collectible cards (such as Pokémon cards, Lorcana cards), L.O.L. Surprise Blind Bag dolls, or others. As a practical example, with collectible cards: after opening the package, you may find that the pack contains common cards of a certain (likely lower) value, but there is also a (less likely) chance that you may find a rare card of significantly higher value. Therefore, such items cannot be returned after opening (you cannot withdraw from the contract).
A blind box refers to goods that contain either multiple blind bags at once or, in addition to one or more blind bags, also contains other items. If you open even a single blind bag (for example, a pack of Pokémon cards) in the blind box, you lose the right to withdraw from the contract.
Blind bags and blind boxes are considered to be lottery-like items according to the Civil Code, and in accordance with Section 1840 (c), consumers do not have the right to withdraw from the contract without providing a reason as per Section 1829 and subsequent sections of the Civil Code.
7.9. If the goods are perishable or have a short shelf life, or if they have been irreversibly mixed with other goods after delivery.
7.10. In the case of medicinal products.
7.11. In the case of repair or maintenance at a location specified by you at your request. This primarily concerns repairs of household appliances, etc.
7.12. In the case of sound or video recordings or computer programs that were delivered to you in a sealed packaging and you have broken the seal.
7.13. In the case of delivery of newspapers, periodicals, or magazines, except for subscriptions..
7.14. Withdrawal is not possible with regard to the transportation of goods, as it is arranged for a specific period.
7.15. In the case of the delivery of digital content for a fee. A typical example of digital content includes licences for computer software (such as Windows), digital keys for computer games, or e-books. When ordering digital content, you acknowledge that you cannot withdraw from such a contract due to its nature, as the relevant digital content will be provided to you immediately for download and use. This does not affect your right to withdraw from the contract for other goods purchased along with the digital content, if the nature of the goods allows for it (e.g., if you bought an e-book and a printed book, you can still return the printed book within 14 days).
7.16. If you return goods damaged, scratched, or showing signs of wear and tear, or if there has been a decrease in the value of the goods due to handling them differently than necessary considering their nature and characteristics, we reserve the right to reduce the refunded purchase price of the goods by an amount corresponding to such wear and tear. Examples of such cases include returning a scratched phone, a monitor with a pressed display, or a speaker with dirt buildup. In such cases, the damage will be assessed, and your refunded purchase price will be reduced accordingly.
7.17. The money will be refunded to you without undue delay, no later than 14 days from the withdrawal from the contract, using the same method as the original payment. However, we are not obligated to refund you until you return the goods or provide proof of sending the goods back or placing them in an AlzaBox. You also have the right to a refund of the expenses incurred for the delivery of the goods when ordering, but only up to the amount equivalent to the cheapest offered method of delivery on Alza.
7.18. In case of cash reimbursement, Alza may require you to present an identification document, such as an identity card or passport, to prevent damage and prevent the legalisation of proceeds from criminal activities. If you fail to provide such identification, we may refuse to pay you the money.
7.19. If you have received gifts from Alza in connection with your purchase and decide to exercise your right to withdraw from the contract within the 14-day period, you must also return the provided gifts along with the goods.
7.20. In the event of withdrawal from a service contract where the provision of services has already begun, you must pay us a proportional part of the price despite withdrawal.
You can find further information on withdrawing from the contract here..
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When purchasing as a business entity (i.e., with identification number), you do not have the statutory right to return goods within 14 days for purchases made remotely, unlike consumers. The law in this respect only favours consumers.
Despite this, we also allow entrepreneurs to withdraw from the contract under the same conditions as consumers. Therefore, if you have purchased as an entrepreneur, you can withdraw from the contract within 14 days according to the rules mentioned above.
7.21. In the event of withdrawal from the contract, the same rules apply to you as an entrepreneur as they do to a consumer. These rules are outlined above in this Article 6 Withdrawal from the contract.
7.22. For the protection of your rights and to prevent criminal activities, if you made a purchase as a legal entity and wish to receive cash reimbursement for the issued credit note directly at the Alza branch, the amount will be refunded only to individuals who are authorised to act on behalf of the respective legal entity in accordance with section 4.6.
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In some cases, we also have the right to withdraw from the contract. This is especially in cases of incorrect pricing of goods, where the price is obviously unreasonable. Another instance could be if alcohol is ordered or purchased by someone under the age of 18. We may also withdraw in cases where you order goods that are intended only for a specific group of customers, for example, only for schools.
7.23. In the event of incorrect pricing of goods, as described in detail in Article 9 of these T&C, Alza has the right to withdraw from the contract. In such a case, Alza will cancel the order or provide other notification clearly indicating that Alza is withdrawing from the contract.
7.24. If you have already paid a portion of the purchase price of the goods, this amount will be refunded to you in the same way no later than 14 days from the day following Alza's withdrawal from the contract.
7.25. During the purchase and subsequent collection of alcoholic beverages, Alza or a delivery service may request the presentation of an identity card or other proof of identity to verify that you are over 18 years old. If you refuse to provide such proof or are found to be under 18, the contract will automatically be terminated by Alza. Any payment made will be refunded via the same method used for the transaction..
7.26. Please note that some goods may be available only to a specific group of customers. In such cases, this information is clearly and understandably stated on the product itself or in its description. If you order goods and do not fall under such a group of customers, Alza has the right to withdraw from the contract. This primarily applies to products intended only for businesses or medical supplies intended only for end users, with further distribution not being possible.
7.27. For items marked as in stock with supplier, , Alza reserves the right to withdraw from the contract if the supplier withdraws from their agreement (typically due to the unavailability of the item on the supplier's side).
8.1. We want you to be satisfied with Alza. And if we fail in something, we will face the situation head-on. Even though the customer is our top priority, unfortunately, even with the best functioning, we cannot rule out exceptional mistakes by our employees. To resolve your complaint as quickly as possible, we have an internal process in place to quickly investigate our customers' complaints.
Customer hotline 24/7: +420 225 340 111 or electronically through our contact form .
Complaints team, which you can write to through this contact form
For resolution under the second step, please always first refer to the originally resolved case, marked in the communication as "CCT" + case number.
If we do not resolve the complaint to your satisfaction, it is possible to settle these disputes out of court. In such a case, as a consumer (not applicable to purchases made with an identification number), you can contact an alternative dispute resolution entity, such as the Czech Trade Inspection Authority or resolve the dispute online through a designated ODR platform. For issues related to the reporting of illegal content under Article 11 of the Terms and Conditions, you may reach out to any certified out-of-court dispute resolution entity, as certified by the Czech Telecommunication Office in its role as the coordinator of digital services.
For disputes concerning the sale of medicinal products, you may contact the State Institute for Drug Control, located at Šrobárova 48, Prague 10, postal code 100 41, via e-mail at [email protected] or phone at +420 272 185 111. More information is available at https://www.sukl.cz/.
9.1. On our e-shop, it is possible to pay by these methods. Alza reserves the right to offer the Buyer only selected payment methods at its discretion. You can also choose to pay with cryptocurrency (e.g., Bitcoin) if Alza allows it. If you subsequently request a refund of the purchase price of goods for any reason, the price can only be refunded in the currency stated on the invoice for goods (usually in Czech crowns) and at the amount stated on the invoice. Any fluctuations in the cryptocurrency exchange rate will not be considered when refunding the purchase price, to which you agree.
9.2. Until the full payment of the purchase price, the goods remain the property of Alza (so-called reservation of ownership).
9.3. Unfortunately, invoice details cannot be changed after the order has been placed.
9.4. Refunds of VAT to persons from third countries for the export of goods in accordance with the conditions of the VAT Act are made non-cash to the customer's account, unless Alza decides to pay them in another way. The reason for preferring non-cash payment is not only the legislation restricting cash payments but also the limitation of the risk of money laundering.
9.5. If you withdraw from the contract or your money is refunded for another reason, we will refund the money to you in the same way we received it from you. However, if the money cannot be refunded in the same way, for example, if you paid in cash at the store, to the courier, or your payment card has expired, you are responsible for the correctness of the information you provide to us for the refund. You are also responsible for the correctness of the information if we have agreed to your request and refund the money in another way.
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All our prices are final, listed in Czech currency (CZK), and include VAT. The price of goods does not include shipping costs or cash-on-delivery fees, which will be displayed in the final stage of the checkout process based on your selection. Prices are rounded to the nearest whole crown. In some cases, when ordering a larger quantity of goods, the final total price may slightly differ from the initially displayed amount. This discrepancy is due to the rounding of individual item prices.
If there is any misuse of data (personal or corporate) or payment card during the order process, we reserve the right to cancel such an order.
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All prices we display are final and rounded to the nearest whole crown. However, in rare cases, errors in pricing for goods or services may occur. Despite our best efforts to prevent such mistakes, they may still happen as even our employees are only human. Details about pricing errors, including circumstances under which Alza may withdraw from such a contract, can be found below.
10.1. There may be cases where the price of a product is incorrectly stated. Such cases include, but are not limited to:
10.2.In such cases, Alza reserves the right not to enter into a contract or to withdraw from such a contract even after you have received an order confirmation email. We must inform you of this step without delay.
10.3. In cases where a discount of 80% or more is applied to a product, we recommend verifying whether a pricing error has occurred. By taking this step, you can help us avoid potential disputes and discrepancies.
10.4. If you are unsure whether the price is incorrect, please contact us before making your purchase.
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If you use a discount voucher or similar voucher in violation of its terms, we reserve the right to declare such a contract invalid based on the conditions described below.
10.5. The contract may be declared invalid if there has been unauthorised use of a discount voucher or similar voucher in violation of its terms. Unauthorised use may include
10.6. Unless stated otherwise, it is not possible to combine individual vouchers.
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For pre-orders, the price is only preliminary and may differ from the final price. Unfortunately, we cannot always guarantee a specific delivery date, so we will always inform you in advance of any new developments. More information can be found below.
10.7. In the case of pre-ordering a goods, the price provided is only preliminary. The final price of the goods may differ. Alza will inform you of any price changes. The purchase price of the goods will be determined only after Alza has stocked the goods. Any difference between the estimated price paid for the pre-order and the final purchase price will be refunded to you by Alza, or you will need to pay the difference before the goods is delivered. If you are not satisfied with the final price, we can cancel the pre-order.
10.8. Alza reserves the right to change the delivery date for goods available for pre-order, including multiple changes. In the event of a significant change in the delivery date (i.e., more than 14 days), you have the right to cancel the pre-order. If circumstances change to the extent that it would be unreasonable to expect Alza to be bound by the pre-order, based on the circumstances Alza relied on at the time of your pre-order, Alza reserves the right to cancel the pre-order without further notice and subsequently inform you of this.
10.9. The original price (typically displayed on the website as struck through when informing about the discount) represents the lowest price for the product/service/license Alza offered on its e-shop in the last 30 days before the discount. Individual price discounts and discounts that are not directly included in the current selling price of the goods (i.e., not automatically and uniformly provided) are not considered in the calculation of the original price. The original price calculated in this way remains valid even if the goods are discounted several times over a shorter period, but for a maximum of 90 days.
10.10. Special prices are valid until Alza's stock is sold out. If the remaining number of items is stated, until such number is sold out, or until the end of the promotion, whichever comes first.
10.11. If the goods were purchased from a non-VAT payer (typically a consumer) and we then display these goods in the "unboxed", "used" or "refurbished" category, we state the price without VAT in accordance with the law. This fact may be reflected only in the final invoice.
10.12. If you are purchasing as an entrepreneur and reach a certain purchase turnover, you may be shown a lower purchase price for certain goods on our e-shop than to unregistered users.
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Alza offers its registered users who are also students and holders of an ISIC/ITIC card (hereinafter referred to as "student") the possibility to register for the Alza student program and take advantage of the benefits described below. More information can be found here.
10.13. Registration is a prerequisite for membership. This is done by entering the card number either in the user profile My Alza account settings, or in the last step of the order in the Delivery details section. Each ISIC/ITIC card can only be registered to one user account on the Alza e-shop. For registration, the name and surname on the card must match the account under which you are registered.
10.14. The validity of the ISIC card is verified for each purchase made by the student. In the event that the card loses its validity, we reserve the right to automatically delete it from the account of the registered user - student. This automatic deletion terminates the student's membership in the student program, and you will not be informed of this fact by Alza.
10.15. Within the student program, the student receives a more advantageous, so-called student price list for selected goods on the Alza e-shop. Student prices are shown on the Alza website for each product to which the student price applies. These products are not graphically distinguished or separated on the website from products to which the student price does not apply. Alza continuously changes the range of goods discounted according to the student price list.
10.16. Another advantage of registering for the student program is also occasional promotions (discounts) on selected brands, categories or groups of goods. An overview of these discounts is available in the Alza for Students section at this address. These discounts are valid only for a limited time, which is displayed for the goods.
10.17. More advantageous prices and discounts are displayed for goods only to logged-in users with a registered valid ISIC card (students) and are automatically deducted when the goods are added to the cart.
11.1. Regarding the protection and processing of your data as a buyer by Alza, the following Privacy Policy applies
10.2. On the other hand, as a buyer, you must protect your access data to your customer account (especially passwords) and not share them with anyone else. Alza is not responsible for any misuse of your username or password by someone else. Furthermore, you must not use the account, name, or password of any other customer.
12.1. In response to the European Union's new digital sector regulations, Alza has implemented a series of measures that meet and exceed the prescribed standards. Ensuring the safety and security of our platform is one of our top priorities. To this end, we have introduced a reporting mechanism for illegal content uploaded by third parties, such as customer reviews. The Unified Contact Point allows users to actively contribute to the protection and safety of our e-commerce platform. This tool also streamlines communication between us, our customers, business partners, and regulatory authorities. We are committed to addressing all your queries, concerns, and feedback promptly and effectively.
12.2. We have established high standards of transparency and information regarding moderation. For example, in the case of user reviews, we explain everything in detail on this page. We are also happy to explain how content moderation works.
12.3. We have also committed to publishing regular reports on content moderation. These annual reports provide information on the number of notifications filed regarding illegal content through the mechanism described in Article 11 of the Terms of Service, all measures taken in response, and a transparent overview of how we handle issues such as user account suspensions and other aspects of content moderation. Additionally, we publish the number of our active users every six months.
12.4. Regarding collaboration with regulatory authorities, we ensure compliance with applicable regulations when requested for user information. We collaborate with relevant state authorities while also informing affected users about these processes, thereby strengthening trust and transparency. Our commitments go further, with Alza placing special emphasis on protecting underage users. We have implemented a set of measures related to age restrictions on certain types of goods to ensure a safe environment and customised content for these users.
12.5. Finally, we address the issue of Dark Patterns (manipulative practices leading to unwanted purchases and disclosure of personal data) and advertising transparency. All our marketing and advertising activities are designed to be clear, fair, transparent, and understandable for all users.
12.6. We are aware of the importance of innovation and continuous improvement in response to the changing digital environment. Our voluntary effort to comply with the latest DSA regulations is evidence of our commitment to provide not only a secure but also an ethical and user-friendly environment. We understand that the trust of our customers is the foundation of our success, and therefore, we pay considerable attention to every aspect of our business to meet not only current regulations but, above all, your needs, and expectations.
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At Alza, we want our online store to be a place where our vision — shop with a thought, get it delivered by teleportation — meets the highest standards of security and transparency that we guarantee as a trustworthy online retailer.
13.1. Any relationship and any disputes arising from the contract shall be governed exclusively by the law of the Czech Republic and shall be resolved by the competent courts of the Czech Republic. The UN Convention on Contracts for the International Sale of Goods (CISG) shall not apply in accordance with Article 6 of this Convention.
13.2. The contract is concluded in the Czech language. If a translation of the contract text is needed for the buyer, it is understood that in case of dispute regarding the interpretation of terms, the interpretation of the contract in the Czech language shall prevail.
13.3. The contract concluded with Alza is archived in our internal system for at least three years from the date of its conclusion, or for the longest period required by relevant laws. The purpose of this is to ensure the successful fulfillment of the contract. The contract is not accessible to third parties. In justified cases, Alza will provide the customer access to the contract. Details about the technical steps leading to the conclusion of the contract are described clearly in these Terms and Conditions.
13.4. If we provide a brief summary for easier orientation and then follow it with a detailed explanation, the detailed text will prevail in case of discrepancies. The more detailed text typically begins with headings such as "more information" or "further conditions."
13.5. The terms of marketing campaigns are governed by the specific conditions of the respective promotion. Ongoing campaigns can be found on the homepage www.alza.cz. If specific conditions do not exist, the campaign is governed by the general terms and conditions stated at www.alza.cz/reklama.
13.6. You will receive a copy of these T&C, including the Complaints Code and tax document, upon completion of your purchase via e-mail provided in the order. Tax documents are also available in your user account under the section My Purchases, subsection Purchased Items.
13.7. These Terms and Conditions, including their components, are valid and effective from June 9, 2025, and replace the previous version of the Terms and Conditions. They are available at Alza’s headquarters and stores or electronically at www.alza.cz.
