Alza.cz General Terms and Conditions

Shopping via the online store

Orders can be placed at www.alza.cz.

An order is created at the moment you click the button to complete the order. Until then, you can freely modify your order in the cart, including the delivery method and payment.

The contract is concluded only at the moment we confirm your order. You will receive the order confirmation at the e-mail address you provided, so please check that the details you have entered are correct. The order confirmation also includes these T&C and the Claims Policy.

Subsequent changes to an order are only possible by mutual agreement, or under conditions provided for by law or these T&C.

Orders via the online store www.alza.cz can be placed around the clock.

We do everything we can to prevent outages of the online store, but occasional outages cannot be completely avoided. Therefore, in the event of an information system failure or force majeure (e.g. a power outage), we are not responsible for failure to maintain the operating hours of the online store.

Should you violate these T&C – in particular, but not exclusively, by repeatedly failing to make payments or refusing deliveries, unauthorised use of discount vouchers, excessive abuse of your right of withdrawal, providing incorrect or false information, fraudulent or technical manipulation of the system, or any other conduct detrimental to our company – we are entitled, depending on the severity of the conduct, to take appropriate measures. Such measures include, for example, cancellation of orders, deletion of a customer account, or a claim for damages and/or referral to law enforcement authorities.

Shopping at a store or via e-mail

You can also place orders through an Alza employee at any of our stores, or by phone or e-mail, which you can find in the About Us section.

For orders placed by e-mail, the contract is concluded at the moment the order confirmation is delivered to your e-mail. For orders placed by phone, the contract is concluded at the moment of your confirmation. For orders placed through an Alza employee, the contract is concluded at the moment of (even partial) payment.

Physical stores are open during their operating hours, which you can find here.

Alza reserves, regardless of the method of purchase, title to the goods until full payment of the purchase price by you.

This article applies to the mail-order dispensing of over-the-counter medicines (OTC), medical devices and veterinary medicinal products (hereinafter collectively also as "pharmacy products").

Practical information about your orders

Medicinal products (including veterinary medicines) purchased online cannot be returned within 14 days without providing a reason.

Selected medical devices include goods that cannot be returned for hygiene reasons or for reasons of health protection.

Unless the product is subject to the DPO service, we will dispatch the medicinal products within 48 hours of receiving your order so as to ensure delivery within 3 days of receiving your order. Otherwise, we will inform you within 3 days of receiving your order that we are unable to deliver the ordered medicinal products within this time frame.

In the event of a break in the cold chain during transport or storage, Alza.cz reserves the right to withhold the pharmacy product. In such a case, clause 4.4 shall not apply. Alza.cz will inform the customer by e-mail of the impossibility of dispensing the pharmacy product due to a break in the cold chain.

Consult our pharmacist!

When purchasing pharmacy products, you also have the option to use the information service provided by a pharmacist, available at the following times on business days:

Through the above-mentioned pharmacist, you may request further information about the offered pharmacy products via e-mail, or report adverse effects and quality defects in medicinal products. In the event of adverse effects, we will be grateful for your cooperation. We report adverse effects of medicinal products and medical devices to the State Institute for Drug Control; the more information we have, the better. You may of course also report adverse effects to the State Institute for Drug Control yourself. Adverse effects of veterinary medicinal products are reported to the Institute for State Control of Veterinary Biologicals and Medicines.

Authorisation for mail-order dispensing and legal notice

We carry out the mail-order dispensing of medicinal products and medical devices on the basis of notification to the State Institute for Drug Control, which exercises supervision in the area of handling medicinal products, at the address Šrobárova 48, 100 41 Prague 10, [email protected], www.sukl.cz, and on the basis of the mail-order sales logo pursuant to a licence agreement. We are authorised to dispense medicinal products, and we are also authorised to sell goods on the basis of a trade licence.

We carry out the mail-order dispensing of veterinary medicinal products on the basis of notification to the Institute for State Control of Veterinary Biologicals and Medicines, which exercises supervision in the area of handling veterinary medicinal products, at the address Hudcova 232/56a, 621 00 Brno, [email protected], www.uskvbl.cz, on the basis of the mail-order sales logo pursuant to a licence agreement. We are authorised to dispense veterinary medicinal products, and we are also authorised to sell goods on the basis of a trade licence.

The following may not be dispensed by mail order: extemporaneous medicinal products, medicinal products whose dispensing is conditional on a prescription, medicinal products containing habit-forming substances or precursors, or medicines that may be dispensed without a prescription with restrictions. Medicinal products may only be delivered within the Czech Republic. All information about a medicinal product can be found in the product detail on our website and in the package leaflet.

You may only purchase medicinal products and medical devices for your personal use. You may not resell them to third parties. If we assess it as a risk that you intend to resell medicinal products (in particular when an internal quantity limit is exceeded), we may cancel your order and refuse to deliver the goods.

The purchase of and access to pages on which medicinal products and medical devices are offered is intended exclusively for statutory representatives of legal entities or persons authorised by them, who are acquiring these products and devices for their own personal use.

Information about the supervisory authority and dispute resolution can be found in Chapter 8 of these T&C.

The methods, conditions and prices for individual delivery options can be found here.

Once the contract has been concluded, Alza will deliver the selected goods to you by the chosen method, and you must allow such delivery and accept the goods. Together with the goods, Alza will also provide you with any other documents relating to the item. If you have chosen delivery to an address or collection point of one of our delivery partners, Alza will hand the goods over to a carrier, who will ensure their delivery by the method you chose within the stated time. Until the moment the goods are delivered and handed over to you, or until the moment you refuse to accept the goods, Alza bears the risk of damage to the item.

You will be informed about the expected time and other information regarding your chosen delivery method via the e-mail address you provided. The expected delivery time may change depending on the logistical capacity of Alza and/or its carriers, and you will be notified of this without delay. In the event of force majeure or an information system outage, Alza shall not be liable for late delivery of goods.

When accepting the goods, you should check that the quantity of goods delivered actually matches the quantity you ordered. You should also check whether the package is visibly damaged, dented or otherwise deformed. If the package is damaged, you have the right to refuse the goods, or to accept the goods and record their condition in the handover protocol together with the carrier. You should then send such a protocol together with a description of the defect in the shipment by e-mail to [email protected], or you may do so by fax or by post to the address found in the about us section.

All conditions and procedures in the event of a claim regarding goods are governed by the Claims Policy, which forms an integral part of these T&C.

If you sell or donate the purchased goods (or otherwise transfer ownership of the goods), both you and the new owner must inform us of this. If you fail to do so, we will treat you, as the original purchaser, as the owner of the item (e.g. when handling a claim, we will deal with you and, in the event of a refund, we will return the money to you).

When withdrawing from a contract concerning a device on which you have your personal data, we recommend that you back up your data and then delete it from the device (if possible).

Information about the method of refund when withdrawing from the contract can be found below.

I am a consumer

As a consumer, you have the right to return goods within 14 days if you purchased them remotely, i.e. for example via the e-shop www.alza.cz. In such a case, you must return the goods undamaged, in good condition and without signs of use. You should try and inspect the goods in the same way as you would in a conventional physical store. If the goods show signs of wear or other use, we may reduce the purchase price to be refunded by an amount corresponding to the reduction in the value of the goods caused by such handling, even before the refund.

You cannot withdraw from the contract, for example, in the case of hygiene goods that were delivered to you in sealed packaging and which you removed from such packaging, in the case of newspapers, periodicals or magazines, and also in the case of goods that were customised at your request. Other cases in which it is not possible to withdraw from the contract can be found below.

We care about your satisfaction with Alza. And if something does go wrong on our side, we will face the situation directly. Although the customer comes first for us, unfortunately even with the best possible operations we cannot entirely rule out an exceptional mistake by one of our employees. In order to resolve your complaint as quickly as possible, we have set up an internal process under which we promptly review our customers' complaints.

First step

Customer line 24/7: +420 225 340 111 or electronically via our contact form.

Second step

The complaints team, whom you can contact via this contact form.

For handling within the second step, please always first refer to the originally handled case, identified in the communication as "CCT" + the case number.

Third step

If we do not resolve the complaint to your satisfaction, these disputes may also be resolved out of court. In such a case, as a consumer (it must not be a purchase "under a company registration number"), you may contact an out-of-court dispute resolution entity such as the Czech Trade Inspection Authority or resolve the dispute online via the dedicated ODR platform. In matters concerning the reporting of illegal content under Chapter 12 of the T&C, you may contact any out-of-court dispute resolution entity that has been certified by the Czech Telecommunication Office as the Digital Services Coordinator.

In the event of a dispute regarding the sale of medicinal products, you may also contact the State Institute for Drug Control, with its registered office at Šrobárova 48, Prague 10, postal code 100 41, e-mail [email protected], tel. +420 272 185 111 (more information at www.sukl.cz).

You can pay on our e-shop using these methods. You may also choose payment in cryptocurrency (e.g. Bitcoin) as a payment method if Alza enables it. If for any reason you subsequently request a refund of the purchase price of such goods, that price may only be refunded in the currency stated on the invoice for those goods (usually Czech crowns) and in the amount stated on the invoice. Any fluctuations in cryptocurrency exchange rates will not be taken into account when refunding the purchase price, and you hereby agree to this.

Until the purchase price is paid in full, the goods remain the property of Alza (retention of title).

Unfortunately, the invoice details cannot be changed after the order has been submitted.

Tax refunds to persons from third countries when exporting goods, subject to the conditions of the VAT Act being met, are made by cashless transfer to the customer's account, unless Alza decides on another payout method. The reason for preferring cashless payment is not only legislation limiting cash payments, but also the mitigation of money-laundering risks.

Refund of money upon withdrawal from the contract

If you withdraw from the contract or funds are refunded to you 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 because you paid in cash at a branch, to a courier, or your payment card has expired, you are responsible for the accuracy of the details you provide to us for the refund. You are also responsible for the accuracy of the details in cases where we accommodate you and refund the money by another method.

All our prices are final, stated in Czech currency (CZK) and include VAT. The price of goods does not include the cost of delivery and, where applicable, cash on delivery, which is shown only in the final stage of the shopping cart according to your selection. Prices are rounded to whole crowns. A situation may arise where, when ordering a larger quantity of goods, the final price is slightly different from the originally stated price. This may be caused by price rounding. Given the dynamic nature of product pricing, the price of goods may also change in the cart until the moment the customer finally confirms the order.
If misuse of details (personal or company) or of a payment card occurs during the ordering process, we may declare such an order invalid.

Does the price seem suspiciously low? Pricing errors in goods

All prices stated by us are final and rounded to whole crowns. In rare cases, however, an error in the price of goods or services may occur (although we do our utmost to prevent this, unfortunately we cannot completely eliminate it, and our employees are only human). Details about pricing errors, including information on when Alza may withdraw from such a contract, can be found below.

Use of vouchers contrary to the conditions

If you use a discount voucher or similar voucher contrary to its conditions, we may declare such a contract invalid under the conditions described below.

Please treat the price and delivery date of pre-orders as approximate

In the case of pre-orders, this is only a preliminary price, which may differ from the final one. Unfortunately, we cannot always guarantee a specific delivery date, so we will always inform you in advance of any new circumstances. More detailed information can be found below.

How do we calculate discounts?

The original price (typically displayed on the website as struck through when informing about a discount) means the lowest price at which Alza offered the relevant goods/service/licence on its e-shop during the 30 days before the discount. Individual price advantages and price advantages that are not included directly in the current selling price of the relevant goods are not taken into account in calculating the original price (i.e. they are not provided automatically and across the board). The original price calculated in this way remains valid even where the goods are discounted gradually several times over a shorter period, but for a maximum of 90 days.

Alza Student Programme

Alza offers its registered users who are also students and holders of an ISIC/ITIC card (hereinafter referred to as a "student") registration in the Alza Student Programme and the possibility to use the benefits described below. More detailed information can be found here.

With regard to the protection and processing of your data as a buyer by Alza, these Privacy Policy Terms shall apply.

On the other hand, as a buyer, you must protect your access credentials to the customer account (especially passwords) and not disclose them to anyone else. Alza is not responsible for misuse of your username or password by someone else. You must also not use the account, name or password of any other customer.

Digital services are entering a new era in connection with new European Union regulation concerning the digital sector. Alza, as a hosting service provider, is responding to these changes through a range of measures and procedures that meet and exceed the standards set by this regulation. The security of our online store is one of our highest priorities. Therefore, we have introduced a mechanism for reporting illegal content uploaded by third parties, such as our customers' reviews. The single point of contact tool enables users to contribute to the protection and security of our online store easily and actively, while also streamlining communication between us, our customers, our contractual partners and supervisory authorities. All your queries, concerns and feedback will be dealt with quickly and efficiently. State and supervisory authorities may also direct their communication through the single point of contact, in both Czech and English.

We have introduced high standards of transparency and information about moderation. In the case of user reviews, we explain everything in detail on this page, including the review and approval process that each review goes through. We will also be happy to explain to you how content moderation works.

We have also committed to regularly publishing reports on content moderation. These reports, published once a year, provide information on the number of notices of illegal content submitted through the mechanism under this chapter of the T&C, on all measures taken on their basis, and also provide a generally transparent view of how we handle, for example, suspension of user accounts and other aspects of content moderation.

With regard to cooperation with supervisory authorities, we ensure compliance with applicable regulations in cases where information about users is requested from us. We cooperate with the relevant state authorities, but we also inform affected users about these processes, thereby strengthening trust and transparency. Alza also places special emphasis on protecting underage users. We have introduced a number of measures, including age restrictions for certain types of goods, to ensure a safe environment and adapted content for these users.

Users may also submit, through the internal complaints process under Chapter 12 of the T&C, complaints against decisions related to the moderation of illegal content, including, for example, a decision to remove your review on the basis of a notice submitted by a third party through the illegal content reporting mechanism, for a period of 6 months from the date of the relevant decision.

Last but not least, we address the topic 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.

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 proof of our commitment to providing not only a safe, 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 so that it meets not only current regulations, but above all your needs and expectations.

At Alza, we want our online store to be a place where our vision of shopping by thought and delivery by teleport meets the highest standards of security and transparency that we guarantee as a trusted online retailer.