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.
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, 170 00 Prague 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.
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).
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:
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.
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 Buyer-Customer claims a defect within 6 months of purchase, it is assumed that the defect arose at the time when the product was manufactured. If an authorised service centre recognises the defect, the Buyer is entitled to a refund. This does not apply to products that the customer damages himself, either by mistake or intentionally.
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.
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.
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.
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.
