How do I make a warranty claim and return the goods?
1. At authorised service centres
Authorised service centers offer greater comfort, flexibility, and speed when handling your warranty claims. If your product has an authorised service center, it is faster and easier to file a claim directly there. Learn more about the benefits of making a claim through an authorised service centre in our article.
Find my authorised service centre2. Simply to AlzaBox
- Create a warranty claim online in your account.
- If the product is not in its original packaging, please pack it in a way that ensures it arrives undamaged. Labeling the package is not necessary.
- If you are returning multiple items under one case, pack them together as a single package (e.g., in a box or bag).
- Bring the goods to any AlzaBox, select Send and enter the case number. If you have multiple cases, enter them one by one.
-
You can now also pick up your resolved claim at an AlzaBox.
- Before placing the package in the AlzaBox, remove all previous shipping labels. This will help us identify your case more quickly.
- If the package does not fit into the open locker, do not close it and return to the screen. Select "Open a larger locker" and follow the instructions.
- Please do not place the warranty case in the same locker from which you pick up your order. This will significantly complicate the identification of your case.
- We recommend measuring the packed item. The maximum dimensions are 43 x 33 x 57 cm. If your package is larger, bring it to any Alza branch or send it via a shipping company.
What to watch out for?
3. In person at a store
- Prepare the goods and bring them to any Alza branch
-
To speed up the process, we recommend filing the claim online.
4. By mail or shipping company
- Create a claim online in your account.
- Prepare the goods and pack them securely.
- Enclose the Claim Form, which you can find in the details of the created case, or enclose a cover letter with a description of the defect, a copy of the purchase receipt and your return address, and possibly also your bank account number in case of a refund.
-
Send the goods via a shipping company (without extra insurance or other premium services) to the following address:
Alza.cz – Claims
GLP Park Gate 70
Severní 255,
252 19 Chrášťany
5. I received damaged goods
- If the delivery company was Czech Post, you must file a claim within 2 working days of receiving the parcel. This is because only the recipient can file a claim for damage to the parcel. You can find the procedure on the Czech Post website. After reporting the claim to Czech Post, follow the next bullet point. For other carriers, proceed directly to the next bullet point.
-
Create a new case in your account (select "received damaged or incomplete") and provide us with the necessary information.
- To speed up the process, please also attach photos of the damaged product and packaging material. Once you create a case, we will contact you with a solution to the situation.
- More information here
Do you want to return a mobile phone or tablet?
Before servicing your phone or tablet, or filing a warranty claim, try resetting it to factory settings first. Often the error can be in a third-party app, which will resolve the repair of the phone or tablet incomparably faster. Below you will find instructions on how to do this.
How to reset your phone to factory settings
Mobile or tablet repair? Back up your data!
Do you want to return a mobile phone or tablet or will you be resetting it to factory settings? Then don't forget to back up your data. Mobile phone service is usually associated with resetting them to factory settings. Below you will find instructions on how to back up phones of different brands.
How to back up and restore your phone
FAQ
I purchased an item and it doesn't work
Create a warranty claim online in your account and describe the defect in detail. Then, simply drop off the item at an AlzaBox, bring it in person to a branch, or send it by mail (with a cover letter). When you click on "Claim", first choose where to return your completed claim. Then describe the defect in as much detail as possible and, if there is visible damage, attach photographs.
I purchased an item and it was delivered damaged or incomplete
If there is damage to the product and you have discovered it within 48 hours of receiving it, take photo documentation showing the damage to the goods and immediately contact the shipping company. Then create a new case in your account (select "delivered damaged or incomplete") and please provide us with the necessary information. In the event of non-delivery of a product from your order (delivered incomplete), please also open a new case in the same way. Once the case has been created, we will contact you to resolve the situation.
What documents do I need for a warranty claim?
Purchase or order number. If you send the goods by post, please enclose the Complaint Form, which can be found in details of the case, or enclose a cover letter with a description of the problem, a copy of the purchase receipt and your return address, or your bank account number in case of a refund.
Is there any difference in the claim process if I purchased the product as a business?
No. You can file a claim within 24 months, whether you bought the product as a private individual or using a business ID. We don’t make a distinction.
Do I also need to bring the accessories?
Yes, it is necessary to provide accessories without which the item cannot be diagnosed. In any case, we recommend including all relevant accessories with the item being claimed. For televisions, always include the stand as the standalone screen could easily be damaged during transit.
If I have a fault with an accessory, do I need to bring the main product for the warranty claim?
Yes, generally, accessories cannot be claimed separately, so we recommend always bringing the main product with you.
Do I need the original packaging from the product?
The original packaging is not necessary for a warranty claim, but it is advisable to transport the goods in it.
Can someone else pick up the warranty claim for me?
Yes, just designate that person as an authorised person. Also, the person collecting must have the original receipt for the warranty claim.
If you are a corporate customer, we will only issue a credit note to the person specified in the registration.
If you are a corporate customer, we will only issue a credit note to the person specified in the registration.
Will I lose my data on the device?
It is very likely. If the device can be repaired, it is typically returned from the service in factory settings, which eliminates any potential negative impact from third-party applications. We recommend regular data backup not only before filing a warranty claim. In the article How to Back Up or Restore Data on Your Phone you will find detailed instructions on how to back up models of different brands before repairing your mobile phone.
I received a report from the service stating that the item is irreparable; what should I do?
Please write to us at the following email address [email protected] and attach a legible scan or photo of the report to the email attachment. After verifying the report with the supplier, we will send you a credit note for the refund of the goods.
Can I choose between getting a new product or a refund when making a warranty claim?
Yes, when submitting a warranty claim, you can specify your preferred resolution option. However, the specific resolution is determined based on the feedback from the authorised service center.
Is it necessary to have the proof of payment with me when making a warranty claim for the product?
No, it is not necessary to have the receipt with you when claiming the product. Your email, order number, or product serial number will suffice.
What does it mean if my invoice states a warranty period longer than 24 months?
If the warranty stated on the product and invoice is longer than 24 months (e.g., 36 months), you have an additional 12 months/1 year beyond the standard legal rights to file a complaint about the goods. Complaints can be handled by repair, replacement with the same or a better item, or a refund of the purchase price. Details can be found in the complaints procedure complaints procedure.
Where can I find the warranty card containing more detailed information about the warranty longer than 24 months?
You can find the warranty card in your user profile in the manuals and instructions section. The warranty card is included with every product for which Alza offers a warranty longer than 24 months. The warranty card is in PDF format and you can download it at any time and save it for later use.