Simplified version for non-lawyers
I. General Provisions
The Customer Complaints Code is an integral part of the General Business Terms of the Seller, Alza.cz a.s., Business ID 27082440, Tax ID CZ27082440, officially registered at Jankovcova 1522/53, 17000 Praha 7, incorporated in the Commercial Register maintained by the Municipal Court in Prague, sp. no.B 8573 (hereafter referred to as the "Seller" or "Alza"), and describes how to claim the products purchased at Alza.
The Buyer is obligated to acquaint himself with the Customer Complaints Code and the General Terms and Conditions (hereafter referred to as the "GBT") before ordering any items. At the same time, the Buyer acknowledges that he is obliged to provide Alza with the level of co-operation necessary to resolve the claim, failing which the time-limit for the claim procedure will be extended by the time the Buyer did not provide the required cooperation.
By entering the purchase agreement and accepting items from the Seller, the Buyer agrees to this Customer Complaints Code.
Definitions of the terms contained in this Customer Complaints Code take precedence over the definitions as contained in the GBT. If this Customer Complaints Code does not define a term, the meaning is understood as defined in the GBT. If the GBT does not define it either, it is understood to have the meaning used in legislation.
Repair services covered by a purchased or contracted service are solely governed by the terms of the particular service.
If you order a product or service from Alza.cz, you are deemed to agree to the Alza.cz claim and business terms and conditions listed on the website. For each complaint, you need to be in contact with the claim support in order to ensure that the claim procedure goes smoothly and does not take too long. If you purchase any "Repair Service", the terms are governed by the terms of the specific selected service.
II. Quality Guarantee
As proof of warranty, Alza issues a proof of purchase (invoice) with the legal data required for the claim procedure (e.g. the name of the product, warranty period, price, quantity, serial number).
At the express request of the Buyer, Alza can also provide the warranty in the form of a warranty card. By default, however, and if possible, the Seller provides the Buyer with a proof of purchase of the item, which contains all the necessary data.
If it is necessary for the warranty provided, Alza will explain the content of the warranty in a warranty card in an understandable manner, specifying its scope, conditions, duration and the way in which claims can be exercised. Alza will also state in the warranty card that the warranty does not limit or infringe the Buyer's rights related to the purchase of the product.
1. Time period for claiming defective performance
The time period for claiming defective performance starts on the date the Buyer receives the product, i.e. on the date listed on the purchase receipt or on the warranty card.
The time period is:
- 24 months for new (including unpacked) items;
- 21 months for refurbished items (refurbished items are used items that have been checked by our specialists and are marked accordingly);
- 12 months for used items (used items means products marked as such, which have been used or serviced, have no defects, and the completeness of the packaging does not prevent full use of the product).
For consumer products (e.g. cosmetics, drugstore items, etc.) the Buyer is entitled to claim defective performance within twenty-four (24) months, unless the expiration date is stated on the packaging, in which case the period is shortened to last until the date marked on the packaging.
If the Buyer is an entrepreneur, the time period in which he may claim defective performance may be different if expressly stated for the product type. In this case, the stated time period takes precedence and the product is marked like this.
The time period ends with the date corresponding to the date on which it started, after the given number of months. The warranty period in months is listed for each product in the Seller's shop and is sufficiently highlighted on the purchase receipt.
Any liability claims applicable to the product become void if the claim is not submitted within the warranty period.
If a complaint is settled by replacing the item, the warranty period is not renewed. The original warranty period remains in effect, starting from the date when the Buyer received the original product.
You do not need a warranty card to submit a claim. The only thing you need is a receipt or order number. The warranty period for each item is always listed in the right column on the receipt.
The warranty period starts on the date you received the item and lasts for the number of months specified on the receipt.
If your defective product was replaced by a new one, the warranty period is not renewed. The original warranty still applies.
If you buy a brand new product, the warranty period is 2 years (does not apply if the Buyer is an entrepreneur).
If you buy a refurbished product, the warranty period is 21 months (does not apply if the Buyer is an entrepreneur)
If you buy a used product, the warranty period is 12 months.
For products that are normally consumed over time (cosmetics, food, dyes, etc.), it is possible to claim a defect within 24 months if the product's listed expiration date is not earlier than that. In this case, the defect can only be claimed until the expiration date.
If you buy a product on the behalf of a Company or Business ID, then the warranty period is equal to the number of months listed on the invoice issued when you receive the product, or depends on the conditions agreed with Alza.cz directly (must be listed in the contract of sale).
2. Quality upon takeover
The Seller is obligated to ensure that the Buyer's purchased product has no defects upon takeover. In particular, the Seller is obligated to ensure that at the time when the Buyer receives the product,
- the product has all the properties agreed on by both parties, and if such agreement does not exist, the product properties must be as described by the Seller or the manufacturer, or what the Buyer expects based on the nature of the product and the advertising made by the Seller or manufacturer.
- the product is suitable for the purpose indicated by the Seller or for the purpose the particular product type is normally used.
- the product is delivered in the appropriate quantity, volume, or weight.
- the product meets necessary legal requirements.
If a defect occurs within six months of the takeover, it is assumed that the product was defective at the time of purchase by the Buyer, unless the Seller can prove otherwise.
We guarantee that all of the features and parameters listed on our website are correct and the product meets all the conditions needed for normal use.
If the purchaser-consumer claims a defect within 6 months of purchase, it is believed that the defect arose as soon as the product was manufactured. Therefore, if the defect is recognized by an authorized service center, the buyer is entitled to:
- Removal of defect
- Replacing a defective part of the thing
- Deliver new things without defects
If none of the above is possible, he / she is entitled to a refund
This does not apply to goods that the customer himself damages either by mistake or intentionally.
3. Contractual quality warranty
Alza may provide free service beyond the statutory time limit (24 months) within the specified time period. This service is governed solely by this Customer Complaints Code, particularly the free service provisions as stated in Article VII. This free service is not the same as the "Extended Warranty" paid service, the terms of which are solely governed by the terms of the specific service.
If the warranty period for the product is longer than 24 months, meaning the warranty listed on the related document is longer than 24 months, the Seller undertakes to service the product free of charge for the specified time period. These terms do not apply to the "extended warranty" service, which is governed only by the terms of this specific service.
III. Warranty Terms and Conditions
1. Quality Inspection
When receiving the goods from the shipping company, the purchaser is to properly and thoroughly inspect the delivery (namely the number of packages, undamaged sealing tape bearing the company logo and undamaged packaging) as per the delivery note.
On the day of receiving the goods, the purchaser is to further inspect the goods for completeness; in particular, if all parts have been delivered.
Any incongruities are to be reported to Alza upon receipt of the goods from the shipping company and stated in the record of delivery whereby the purchaser may refuse to accept the delivery. Any incongruities may as well be reported to the email address [email protected] or [email protected], or by completing the contact form. Photos documenting the defects and damaged packaging are recommended to be attached.
The statutory warranty period is not affected thereby. Any subsequent claims of incomplete delivery or damaged packaging do not limit the purchaser’s right to claim the warranty; yet, they enable Alza to prove that the same do not represent a conflict with the purchase agreement.
2. Warranty Claims
To expedite the process, the purchaser is recommended to claim the warranty directly with the respective authorised service centre (if applicable).
The warranty may and can be claimed also with Alza in which case the purchaser is to deliver the goods in question, incl. major appliances, to the following address:
Alza.cz – reklamace
VGP Park, hala H2 - GATE 30
Do Čertous 2658/1
193 00 Praha 9 - Horní Počernice
The goods claimed (including all parts and accessories) should be be delivered with the proof of purchase, warranty certificate or similar document, detailed description of the defects and sufficient contact details of the purchaser (shipping address and telephone number) so that the goods can be identified and the defects diagnosed.
We also recommend selecting the mode of handling the claim (repair, replacement or refund).
The warranty is to be claimed with the authorised service centre named in the warranty certificate/proof of purchase located near Alza or the purchaser.
Alza or an authorised service will issue the buyer with a written confirmation of when the claim was filed, scope of claim, what solution is requested, immediately after receiving the claim. In the case of filing a claim in person at a branch, the confirmation is handed over immediately in paper form, in other cases (e.g. filing a claim through a customer account, self-service kiosk at the branch or postal service) the confirmation is sent by e-mail. The confirmation serves only as proof of receipt of the claim. The condition of the goods in which the Buyer has handed over these goods to Alza will be assessed as part of the claims procedure.
The purchaser acknowledges that if the claimed goods are not submitted to Alza with all parts and accessories pertaining thereto, the purchaser – if withdrawing from the agreement – will be refunded the purchase price less the price of the parts and accessories not submitted.
Compatibility of the purchased parts with other parts not approved by Alza, manufacturer or goods provider is not guaranteed; nor is the compatibility with software applications whose functions have not been explicitly requested by the purchaser in the written order, unless such compatibility is common to similar goods or unless Alza explicitly states that the goods in question are (are not) compatible only with the items listed.
The same applies also to software and individual SW versions. If, however, certain SW versions have been declared to be compatible, the same does not automatically apply to the subsequent and/or previous SW versions.
If the protective seal, information sticker or serial number is damaged, the purchaser risks that the claim will be rejected; unless the same have been damaged in the course of ordinary use of the goods in question. The seals and serial number constitute an integral part of the goods and as such do not limit the customer in using and handling the goods within the extent to which the goods have been designated.
The warranty further does not apply to the damage caused by or resulting from the following activities (however, only if such activity is not usual and at the same time is not prohibited in the enclosed instructions for use):
- mechanical damage;
- overvoltage (visibly burnt components or printed circuit boards) with the exemption of common deviations;
- use of goods in conditions (temperature, dust, humidity, chemical and mechanical conditions) other than directly stipulated by Alza or manufacturer;
- unprofessional installation, use, operation or neglected maintenance;
- PC virus (damaged goods or parts of the goods);
- defects to software with no proof of legal licence; or use of unauthorised software and consumables;
- excessive overuse or use contrary to the terms and conditions stipulated in the relevant documents or contrary to the general practice;
- non-qualified interventions or adjustments of parameters;
- adjustments made by the customer (painting, bending, etc.);
- incorrect BIOS or firmware upgrade;
- forces of nature or force majeure;
- use of incorrect or defective software; and
- use of incorrect or other than original consumables; however, only if such use is not usual and at the same time not exempted in the enclosed instructions for use.
These limitations do not apply to cases where the characteristics of the goods being in conflict with the above have been explicitly agreed on or stipulated by and between the purchaser and Alza or declared by Alza; or to cases where the same can be expected with reference to the advertisement or usual use of the goods.
A warranty arranged with respect to the purchased software applies only to the physical readability of the media (the media cannot be scratched, etc.). The purchaser becomes a legitimate user of a software product and accepts the licence terms and conditions of the software manufacturer once the protective elements (foil, seal, envelope, etc.) are removed or once the digital version is downloaded. This does not apply to the conflict with the purchase agreement (see below).
The claimed goods are tested only for the defects claimed by the purchaser (as claimed in the claims form or enclosed document describing the defects in question). Alza recommends describing the defects in writing, whether in paper or electronic form.
If the claim is rejected and the purchaser agrees that the goods will be repaired for consideration, the purchaser is charged the amount stipulated in the valid price list of the authorised service centre.
The purchaser acknowledges that the repairs for consideration are not provided for directly by Alza but rather facilitated by Alza whereby Alza only orders the repairs with the authorised service centres or communicates the repairs, transport, etc. with the authorised service centres. Alza assumes no liability for the repairs made.
Before the goods are repaired, the purchaser is informed about the price, extent and time necessary for the repair. The repair is made within 60 days from the day after the goods are received by Alza. The goods can be repaired for consideration only if the purchaser so explicitly agrees (resp. only under the executed services agreement) after having received the information stipulated in the preceding sentence.
If the claim is rejected, the purchaser acknowledges that Alza may and can re-invoice to the purchaser the costs charged by the authorised service centre for diagnosing the defect and shipping the goods back as stipulated in the price list of the authorised service centre in question (applicable to purchasers-entrepreneurs only).
When claiming the warranty or repair of a PC system or backup device, the purchaser is to back up the necessary data accordingly and prevent the same from potential misuse or damage. Alza assumes no liability for any loss, damage or misuse of data stored in the backup device of a PC system.
The backup device is a device prone to objective defects of a random character. Alza hereby notifies the purchaser as of this fact and recommends that the user data be systematically backed up and stored on appropriate devices (DVD, Cloud, etc.). The arranged warranty is not affected thereby.
The purchaser acknowledges that – if, as part of the handled claim, the defective backup device is replaced – the original device is not returned.
7. Rejected Goods
A. Dirty Goods
Alza has a right to refuse to accept the claimed goods if the goods in question and/or parts thereof are dirty or do not comply with the basic sanitary and security requirements for claiming the warranty. Fuel tanks must be submitted empty.
If the goods are protected by a traditional or gesture password or otherwise, the purchaser must cancel this protection when claiming the warranty or disclose the password in the description of the defect claimed; otherwise, Alza has a right to refuse to accept the claimed goods. The same applies also to BIOS or firmware or access to the storage space of the device in question. Without full access, the device cannot be repaired or its defect diagnosed and the claiming procedure cannot be commenced unless the purchaser meets the duty stipulated herein.
If the device is protected by an active anti-theft service (Apple Find my iPhone, iPodtouch, MacBook, Intel anti-theft, etc.), this service must be deactivated by the purchaser before the device is submitted and the warranty claimed; otherwise, Alza has a right to refuse to accept the claimed goods and the claiming procedure can be commenced only after the purchaser meets the duty stipulated herein.
8. Default Settings
The purchaser is hereby notified of the need to restore the default settings of the claimed goods (namely the added or replaced operating memories, hard discs and SSD in notebooks and PCs) before claiming the warranty. Alza assumes no liability for such components, especially if the same are not explicitly stated in the claim.
The original components must be retained so that their warranty (if any) can be claimed in the future and the purchase agreement terminated.
9. LCD Displays
Given the amount of LCD panel pixels, the loss of pixels (faults) cannot be prevented with respect to the technology used. Therefore, ISO standard (ISO 13406-2) grouping the monitors into four quality classes with the maximum number of allowed defective pixels or clusters have been set for each class. A cluster is a square of 5x5 pixels. Unless stated otherwise, the goods offered by Alza are classified as Class 2 goods.
- Type 1 – a hot pixel (always on, white).
- Type 2 – a dead pixel (always off, black).
- Type 3 – a stuck pixel (sub-pixel, always on or always off, other than desired colour)
- Type 1 defective cluster – more than one type 1 or type 2 faults
- Type 2 defective cluster – more than one type 3 faults
Maximum number of faults (per type) per 1 million pixels:
IV. Handled Claims
1. Purchaser – Consumer
The consumer is a private individual acting in a private capacity.
Claims of purchasers-consumers are addressed by Alza immediately or, if the complex nature of the claim so requires, within a maximum of three business days (excluding the time reasonably necessary to professionally assess the defect with respect to the type of the claimed goods or services).
The claims are handled and the defects are removed by Alza without undue delay; however, within a maximum of 30 days after the warranty has been claimed. Once the warranty is claimed, the period of 30 days can be extended as per the agreement with the consumer; however, only for a period other than indefinite or unreasonably long. After the period (extended period) expires, the claimed defect is deemed to have indeed existed and the consumer has the same rights as if the defect in question was identified to be other than capable of being removed.
2. Purchaser – Entrepreneur
Claims of purchasers-entrepreneurs are resolved by Alza within a maximum of 40 days after the warranty has been claimed; and the result is emailed to the contact email address of the purchaser-entrepreneur.
V. Common Provisions
The purchaser is issued a written document including information as to the date of the claim, result, repair (if any), duration and reasons (if any) for rejecting the claim.
After the claim has been processed, the purchaser is notified by Alza as of the result by telephone, text message or email. Goods shipped by a shipping company are automatically shipped backed to the purchaser’s address once the claim has been completely processed.
If the claim is accepted as legitimate and the goods are repaired or replaced, the warranty period is extended for the period of handling the claim; this period this period commences one day after the day the warranty has been claimed and is terminated on the day the purchaser has been informed about the result.
If the claim is accepted as legitimate, the purchaser may and can claim reimbursement of costs reasonably incurred in claiming the warranty; in particular, the purchaser may and can claim the reimbursement of postage. The costs claimed need not necessarily include costs incurred in travelling by car to claim the warranty, express shipping, etc. The reimbursement of costs must be claimed without undue delay; however, within a maximum of one month before the warranty period expires.
Once the claim is handled, the purchaser must collect the goods in question without undue delay and do so at the latest within 30 days after having been informed about the handled claim; this time limit, however, expiring no sooner than 60 days after the warranty has been claimed.
If the time lapses to no effect and the goods in question are not collected, the purchaser is charged a fee of CZK 20 incl. VAT for storing the goods in question; charged by Alza for each day of delay.
If the goods in question are not collected by the purchaser within 6 months after the purchaser has been informed about the handled claim, Alza reserves the right to sell the goods in question and offset the proceeds against the outstanding storage fee.
To prevent damage/legitimisation of proceeds of crime (if any), the goods in question can be collected/cash refunds can be made against a document evidencing the claimed warranty and a valid identity document of the purchaser (ID card, passport). Unless the said documents are presented, the goods in question/cash refunds may and can be refused by Alza or Alza’s contractual partners to be collected / paid. Goods in question claimed by purchasers-legal entities can only be collected by/cash refunds can be paid to the respective authorised entity or proxy acting under a duly authenticated power of attorney.
VI. Consumables and Minimum Lifetime
Purchased consumables (cartridges, toners, print heads, press cylinders, projector lamps, batteries, illumination, etc.), whether alone or constituting a component of the purchased goods, are subject to a lifetime warranty. The lifetime can be expressed in terms of time, best before date, number of use, number of printed pages, etc. whereby several lifetimes can apply concurrently. The lifetime warranty cannot be claimed unless all of the stipulated terms and conditions are met.
The purchaser’s right to claim the warranty in the warranty period is not affected thereby. In claiming the warranty, however, the purchaser must take the above into account as the warranty does not apply to the ordinary wear and tear caused by common use of the goods and as such cannot be confused with the lifetime of the goods in question. Lifetime represents the tendency of the goods in question to become worn and torn if used in a usual way. If the goods are used (i.e. not owned) for a period exceeding the usual lifetime of the goods in question, the defect is likely to be caused by ordinary wear and tear; however, without prejudice to the warranty defect.
If not marked on the goods offered by Alza, the lifetime warranty cannot be claimed.
VII. Free Maintenance
Goods with a warranty period exceeding 24 months are subject to free maintenance provided after the lapse of 24 months.
Goods with defects appearing after the lapse of 24 months are accepted by Alza and:
- repaired; or
- replaced with the same or similar product with better parameters; or
- refunded if none of the above is feasible.
Alza undertakes to repair/replace the goods or refund the purchaser within a maximum of 35 days after the goods have been accepted by Alza; otherwise, the purchaser may and can withdraw from the purchase agreement.
Rights to claim the warranty provided by the manufacturer are not affected thereby.
The statutory rights of the purchaser are not affected hereby.
This Complaints Code comes into effect on 11 May 2017, repealing the previous versions.
This Complaints Code is available for reference in the Alza central office, shops and websites.Homepage
About Alza.cz a.s.
Jankovcova 1522/53, Prague7 - Holešovice
Commercial ID No
VAT Registered No
Commercial Register Entry
Municipal Court in Prague, Section B, Insert 8573
Aleš Zavoral, Petr Bena, Miroslav Kövary, Jakub Krejčíř
Claims, Complaints, Alternative Dispute Resolution
Customer Care Service
+44 (0)203 514 4411; [email protected]
Alternative Dispute Resolution
Online dispute resolution pursuant to Art. 14 section 1 ODR platform: The European Commission provides a platform for online dispute resolution (OS). Before proceeding with an out-of-court settlement for a dispute, we recommend that you deal with the situation first with us in the light of our experience.
BIC/SWIFT Code: CITIGB2LXXX
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Address: 6 Bishopsgate London Ec2p 2at