General Terms and Conditions – Alza.sk

Shopping via the e-shop

You can shop at www.alza.sk.

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.

The contract is only considered concluded once we confirm your order. This confirmation is sent to the email address you provided, so please make sure your details are correct. The confirmation email will include these Terms & Conditions and the Customer Complaints Code..

Subsequent changes to the order are possible only by mutual agreement or under conditions specified by law or these Terms & Conditions.

Orders can be created non-stop through the e-shop www.alza.sk.

While we make every effort to ensure uninterrupted service, occasional outages may still occur. In the event of a system failure or force majeure (e.g. power outage), we are not liable for any disruption in service availability.

Shopping in-store or via email/phone

You can also place an order through any Alza staff member at one of our stores, or via phone or email — details can be found in the About Us section.

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 (partial) payment.

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

Alza reserves ownership rights to the goods in the event of a purchase through any of the offered methods until full payment of the purchase price has been received.

You can find the available delivery methods, conditions, and pricing here.

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.

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.

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]. You can also send the report via fax or mail — the contact details can be found in the About Us section on Alza's website.

All terms and procedures related to claims are governed by the Customer Complaints Code, which forms an integral part of these Terms and Conditions.

If you sell or gift the purchased product (or otherwise transfer ownership of it), both you and the new owner must inform us of this transfer. If we are not notified, we will continue to treat you as the rightful owner, meaning, for example, we will handle any complaint or warranty claims with you, any refunds will be issued to you as the original buyer.

When is a product considered defective?

A product is considered defective if it lacks the agreed-upon characteristics. A defect also includes the delivery of a different product and deficiencies in the documentation necessary for using the product. Your right to claim for defective performance arises from a defect that existed at the moment when the risk of damage passed to you as the buyer, even if the defect becomes apparent only later. You also acquire this right in the case of a defect that arises later, if it was caused by Alza's breach of its obligations.

Your right to claim for defective performance does not apply if you knew the product was defective before accepting it or if you caused the defect yourself. If the product is defective, we are bound by it, and if the product was sold at a lower price or is used, instead of the right to a replacement, you have the right to a reasonable discount.

Transfer of risk of damage

As the buyer, inspect the goods as soon as possible after the transfer of risk of damage to the goods and, if possible, check the properties and quantity of the delivered goods. You are obliged to inform us without undue delay of any defects and deficiencies you may find.

The risk of damage passes to you as the buyer upon taking over the goods. The same effect has if you do not take over the goods, although we have allowed you to handle them.

Damage to the goods that occurs after the transfer of risk of damage to you does not affect your obligation to pay the purchase price. You do not have to pay the purchase price only if the damage was caused by our breach of duty. Our right to sell the goods after prior notice in an appropriate manner arises from your delay in taking over the goods, after we have granted you an additional reasonable period for taking over the goods. This applies even if you are delayed in payment, upon which the delivery of the goods is conditional.

Seller's liability  

a) We are responsible for ensuring that the goods are free from defects at the time of receipt. In particular, we are responsible for ensuring that, when you take possession of the goods they have the properties that we have agreed upon; and if no such agreement exists, they have the properties we describe or those expected based on the nature of the goods and the advertising we or the manufacturer have made;

b) They are fit for the purpose we state, or for the usual purpose for which goods of this kind are used;

c) They are of the correct quantity, size, or weight; and

d) They comply with legal requirements.

e) If a defect becomes apparent during the warranty period, it is assumed that the goods were defective at the time of receipt.

f) You are entitled to claim for defects that occur in consumer goods within twenty-four months from the date of receipt, unless stated otherwise. However, this does not apply to:

I) Goods sold at a lower price due to a defect for which the lower price was agreed upon;

II) Wear and tear caused by the usual use of the goods;

III) Used goods, for defects corresponding to the degree of use or wear the goods had at the time of receipt; or

IV) If it is evident from the nature of the goods.

V) For consumer goods (e.g., cosmetics, household products, etc.), you are entitled to claim for defects within twenty-four (24) months, unless the product has an expiration date indicated. In such cases, the warranty period is shortened to the date indicated on the product's packaging.

Asserting rights from defective performance for gifts

If a gift is provided together with the goods, the right to claim defects within 24 months applies only to the sold goods, not to the accompanying gift. For such gifts, you can only assert rights for defective performance within 14 days from the date of receiving the goods.

If you are purchasing as a business (i.e., with a business ID), you are not entitled to claim rights for defective performance in the case of a gift. The period for asserting rights for defective performance may be different for business buyers, if explicitly stated for a given type of product; such a stated period will take precedence. In this case, the product will be labeled as follows: Warranty (alza.sk). 

Material breach of contract

If a defect arises within the specified period and the defective performance constitutes a material breach of contract, you have the right to:

a) have the defect remedied by delivery of new goods without defects or by delivery of the missing goods, unless such a solution would be unreasonable given the nature of the defect. If the defect concerns only part of the goods, you may request replacement of that specific part. If this is not possible, you may withdraw from the contract. However, if such a remedy is disproportionate to the nature of the defect, particularly if the defect can be removed without undue delay, you are entitled to have the defect removed free of charge;

b) have the defect removed by repairing the goods;

c) a reasonable discount on the purchase price; or

d) withdraw from the contrac.

As the buyer, you must inform us of the option you have chosen when reporting the defect, or without undue delay after reporting it. You cannot change your selected remedy without our consent, unless you requested a repair that later proves to be impossible. If we fail to remove the defect within a reasonable time or inform you that we will not remove it, you may instead request a reasonable discount on the purchase price or withdraw from the contract. If you do not choose a remedy in time, your rights will be treated as if the breach were immaterial—see below. As a consumer, you also have the right to a reasonable discount if we cannot deliver new goods without defects, replace a component, or repair the goods, as well as if the defect is not remedied within a reasonable time or if such a remedy would cause you considerable inconvenience.

Immaterial breach of contract

If the defective performance constitutes an immaterial breach of contract, you are entitled to have the defect remedied or to receive a reasonable discount on the purchase price. If you do not claim a discount or withdraw from the contract, we may deliver what is missing or rectify a legal defect. Other defects may be remedied at our discretion by repairing the goods or delivering new ones. If we do not remedy the defect in a timely manner or refuse to do so, you may claim a discount on the purchase price or withdraw from the contract. You may not change your selected remedy without our consent.

Breach of contract in general

You also have the right to request delivery of new goods or replacement of a component in the case of a removable defect if you are unable to use the goods properly due to a recurring defect after a previous repair (e.g., the same defect occurs a third time) or due to multiple defects (at least three simultaneously). In such cases, you as a consumer may also withdraw from the contract. 

When new goods are delivered, you must return the original goods to us at your own cost (including all accessories supplied).

If you do not report a defect without undue delay after you could have discovered it through timely inspection and proper care, the court may not uphold your claim. For hidden defects, the same applies if the defect is not reported without undue delay after it could have been discovered with proper care, but no later than two years after delivery.

Quality guarantee

A quality guarantee means we undertake that the goods will be fit for normal use or retain their usual properties for a certain period. This also applies if the guarantee period or expiration date is indicated on the packaging or in advertising. A guarantee may also apply to a specific part of the product. 

The guarantee period begins on the date the goods are handed over to you; if the goods are shipped under the contract, it begins upon delivery to the destination. If someone other than us is to commission the product, the guarantee period starts on the day it is put into operation—provided you ordered this service from us with the goods or within three weeks of receiving them and gave us the necessary cooperation in time. 

You are not entitled to exercise warranty rights if the defect was caused by an external event after the risk of damage to the goods passed to you.

When withdrawing from a contract involving a device that contains your personal data, we recommend that you back up your data and delete it from the device if possible.

Information on the refund process in the event of contract withdrawal is provided below.

I am a consumer

As a consumer, you have the right to return goods within 14 days if the purchase was made remotely, such as via the e-shop www.alza.sk. In this case, the goods must be returned undamaged, unbroken, and without signs of use. You are allowed to test and inspect the goods as you would in a regular physical store. If the returned goods show signs of wear or use, we may reduce the refund amount by a sum reflecting the diminished value caused by such handling.

You cannot withdraw from the contract in cases such as hygienic goods delivered in sealed packaging if the seal has been broken, newspapers, magazines, or periodicals, or goods that have been customised at your request. More examples of cases in which withdrawal is not permitted can be found below.

How can you withdraw from the contract?

Here are the available withdrawal methods, ranked by speed and convenience:

Alza.sk – reklamácie GATE 84
Šakoňská cesta 7003/1
900 27 Bernolákovo

How and when to return the goods

Once you withdraw from the contract, you must return the goods without undue delay, and no later than 14 days from the date of withdrawal. You are responsible for the return shipping costs, which will not be reimbursed. The returned goods must be undamaged, unused, and clean, including all accessories received. If possible, please return the goods in their original packaging.

When withdrawal is not allowed

If the goods in question are consumable or hygiene-related products, you may withdraw from the contract only if the original packaging or hygienic seal protecting the product has not been broken. This applies, for example, to toiletries, cosmetics, and similar items.

You also cannot withdraw from the contract if a paid service has already been provided within 14 days of ordering, especially if you explicitly agreed to the service being carried out during this period—for example, if we installed an appliance for you. Withdrawal is also not possible if the product has been customised or modified in any way based on your personal request.

We care about your satisfaction with Alza. If something goes wrong, we’ll face the issue head-on. Even though our customers are our top priority, mistakes can occasionally happen — even with the best systems in place. To resolve your complaint as quickly as possible, we have an internal process in place to promptly review customer feedback.

Step one

Contact our 24/7 customer support line at +421 2 5710 1800 or electronically via our contact form.

Step two

Reach out to our Complaints Team using this contact form. To proceed to this step, please always reference the originally handled case, which will be marked in the communication as “CCT” + your case number.

Step three

If we are unable to resolve your complaint to your satisfaction, the dispute can be settled out of court. As a consumer (this does not apply to purchases made using a Company ID/CIN), you may contact an out-of-court dispute resolution body such as the Slovak Trade Inspection Authority, or resolve the dispute online via the designated platform.

You can pay for your order on our e-shop using various available payment methods. Payment via cryptocurrency (e.g., Bitcoin) may also be accepted, if offered by Alza. If, for any reason, you later request a refund for such a purchase, the refund will be issued only in the currency stated on the invoice for that item (typically euros) and in the amount listed on the invoice. You agree that any fluctuations in cryptocurrency exchange rates will not be taken into account when processing a refund.

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

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

For customers from non-EU countries requesting a VAT refund upon exporting goods (provided legal conditions are met), the refund will be processed via bank transfer unless Alza decides to issue it in another way. This preference for cashless payments is due to legal restrictions on cash transactions and our efforts to minimise the risk of money laundering.

Refunds upon withdrawal from the contract

If you withdraw from the contract or receive a refund for any other reason, we will return your payment using the same method you originally used. However, if it’s not possible to refund the money in the same way—such as when you paid in cash at a store, to a courier, or if your payment card has expired—you are responsible for providing accurate refund details. This responsibility also applies if we agree to refund you using a different method at your request.

All our prices are final, displayed in euros (EUR), and include VAT. Delivery and cash-on-delivery fees are not included in the product price and will only appear at the final stage of the checkout process, depending on your selected options. Prices are rounded to whole euros, which may cause a slight difference in the final total when ordering multiple items due to rounding.
If any misuse of personal or company data, or a payment card occurs during the ordering process, we reserve the right to declare such an order invalid.

Suspiciously low prices or pricing errors

All prices we list are final and rounded to the nearest whole euro. However, in rare cases, pricing errors for goods or services may occur. While we do everything we can to prevent such issues, we unfortunately cannot eliminate them entirely — our employees are only human. You can find more details about pricing errors, including information on when Alza may withdraw from a contract, below.

Use of vouchers in violation of terms

If you use a discount or similar voucher in violation of its terms, we may declare such a contract invalid based on the conditions described below.

Price and delivery time for pre-orders – please take this with caution!

In the case of pre-orders, the price provided is only an estimate and may differ from the final price. Unfortunately, we cannot always guarantee a specific delivery date, but we will keep you informed of any new developments. More information is provided below.

How do we calculate discounts?

The original price (usually shown as crossed out on the website to indicate a discount) is the lowest price at which the item/service/licence was offered on our e-shop within the last 30 days before the discount. Individual price reductions and discounts that are not included directly in the current selling price of the item (i.e., those not automatically applied) are not considered when calculating the original price. This calculated original price remains valid even if the price of the item is reduced multiple times within a shorter time frame, but no longer than 90 days.

Alza Student Program

Alza offers its registered users who are also students and holders of a valid ISIC/ITIC card (hereafter referred to as "student"), the opportunity to join the Alza Student Program and enjoy the benefits described below. For more details, click here.

When it comes to the protection and processing of your data as a buyer, Alza applies its Privacy Policy.

On your part, as the buyer, you are required to keep your login credentials to your customer account (especially passwords) secure and not share them with anyone. Alza is not responsible for any misuse of your username or password by a third party. Additionally, you are not allowed to use another customer’s account, username, or password.

The digital services sector is entering a new era due to the European Union's new regulation concerning the digital space. Alza is responding to these changes with a series of measures and procedures that meet and exceed the standards set by this regulation. Ensuring the security of our online store is one of our highest priorities. That’s why we’ve introduced a reporting mechanism for illegal content uploaded by third parties, such as customer reviews. Through our single point of contact, users can actively and easily contribute to the safety and integrity of our online platform. This tool also streamlines communication between us, our customers, partners, and supervisory authorities. All your questions, concerns, and feedback will be addressed quickly and efficiently.

We have established high standards of transparency and information around content moderation. For example, in the case of user reviews, we explain everything in detail on this page, including the review screening and approval process. We’re happy to clarify how content moderation works at any time.

We’re also committed to publishing regular content moderation reports. These annual reports include information on the number of illegal content reports submitted via the mechanisms described in this section, the actions taken in response, and provide a broader transparent view of how we handle issues such as account suspensions and other moderation matters.

With regard to cooperation with supervisory authorities, we ensure compliance with applicable regulations in cases where we are required to provide user information. We work with relevant government authorities, but we also notify affected users about these processes—strengthening trust and transparency. Alza places special emphasis on protecting underage users. We have implemented several measures, including age restrictions on certain products, to provide a safe environment and age-appropriate content for younger users.

We also address the issue of Dark Patterns (manipulative practices that lead to unwanted purchases or disclosure of personal data) and maintain a high standard of advertising transparency. All our marketing and promotional efforts are designed to be clear, fair, transparent, and easy to understand for all users.

We recognize the importance of innovation and continuous improvement in response to the evolving digital landscape. Our voluntary commitment to complying with the latest DSA (Digital Services Act) regulations is proof of our dedication to creating not just a secure, but also an ethical and user-friendly online environment. We understand that the trust of our customers is the foundation of our success, and that's why we pay close attention to every part of our business to ensure it meets not only legal standards but, more importantly, your expectations and needs.

At Alza.sk, we aim to make our online store a place where our vision — shopping by thought and delivery by teleportation — meets the highest standards of security and transparency that we guarantee as a trusted online retailer.

If you systematically violate these Terms and Conditions, particularly through:

• repeated failure to pay for and/or collect orders,

• abuse of discount coupons,

• excessive exercise of the right to withdraw from the contract,

• providing false information,

• fraudulent or technical interference with the system, or

• any other conduct capable of causing harm to Alza,

Alza is entitled, depending on the severity of such conduct, to take measures to prevent damages. These measures may include, for example, a written warning, cancellation of orders, blocking of your IP address, permanent termination of your customer account, assertion of claims for damages, and/or filing a criminal complaint.