During the Easter holidays 29.3. and 31.3. all our stores are closed except the AlzaDrive in Senec. On Easter Monday 1.4. all stores are closed, including AlzaDrive, however you can still use the delivery to our AlzaBoxes.

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Service at Alza.sk

Simple. Fast. Reliable.


How do I make a warranty claim and return the goods?

Fastest

1. At authorised service centres

Authorized 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.

Find my authorised service centre
New

2. Simply to AlzaBox

  • Create a warranty claim online in your account.
  • Carefully pack the product and clearly mark the package with the case number including letters.
  • Bring the goods to any AlzaBox, select Send and enter the case number.
    • We recommend printing out the Claim Form, which you can find in the details of the created case.
      • Cut off the bottom part of the form with the address and barcode.
      • Place the top section inside the parcel with the product and affix the bottom section on the carefully packaged parcel.
      • At AlzaBox, simply click the "Send" button and scan the barcode.
    • Please do not write the case number directly on the original packaging of the goods, as this will devalue it.
    • Before inserting the parcel into AlzaBox, remove all previous shipping labels from it. This will help us to identify your case more quickly.
    • If you are placing multiple products under one case in the locker, pack them into one box, bag, or group them together in any way to create a single unit. This will help us identify your case more quickly.
    • If the parcel does not fit into the open locker, keep the locker open and return to the screen. Select "Open a larger locker" and follow the on-screen instructions.
    • Please do not place your claims case in the same locker from which you are picking up your order. This will make it much more difficult to identify your case.
    • We recommend measuring the packed parcel in advance. The maximum dimensions are 43 x 33 x 57 cm. If your parcel is larger, bring it to any Alza branch or send it by a shipping company.

    What to watch out for?

3. In person at a store

Learn more

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.
  • Hand over the goods to the shipping company and send them to the address:
    Alza.sk – Claims  
    Mlynské Nivy 19034/5a 
    821 09 Bratislava
Learn more

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). If the issue arises within the 14-day period, we will refund your money or exchange the item.

I purchased an item and it was delivered damaged or incomplete

If you notice damage within 48 hours of delivery, contact the shipping company immediately. Then, create a new case in your account (select "delivered damaged or incomplete") and provide us with the necessary information. If any items are missing from your order (delivered incomplete), also create a new case in the same way. After creating the case, we will contact you to resolve the situation.

What documents do I need for a warranty claim?

The purchase or order number. If you are sending the item by mail, don't forget to include a cover letter detailing the issue and providing your contact information.

Is there any difference in the warranty process if I purchased the item as an entrepreneur?

For all business customers, as of April 13, 2023, the warranty period is reduced to 30 days. Purchases from the same date (April 13, 2023) can be claimed by business entities for up to 24 months. Previous terms and conditions and warranty policies can be found here.

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.

How do the new e-shop rules from January 6, 2023 affect me?

We can reassure you that our approach remains unchanged; we continue to strive to resolve your issues to your satisfaction. The amendment concerns three main points in relation to complaints and returns, which we have decided to explain in a press release and illustrate with examples of how we will proceed.

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, simply notify us of this person as a contact, either by phone or through the contact form. 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.

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?

Just write to us via the contact form. Don't forget to attach a clear scan or photo of the report. 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.

Alza.sk Claims Process

When you make a claim, you will be given a claims number (RMA).

Return the goods for inspection by a technician. The goods will then be sent for repair or replaced by a new piece.

We'll keep you informed, so that you always know the status of your claim.   

Claims are settled in the shortest time possible — within 30 days at the latest.

What to do when ...

I want to return goods

Goods can be returned within 14 days of purchase. Simply fill out our online form and follow the instructions given.

RRReturn goods

My goods arrived damaged

  • If you notice damage to your goods within 48 hours of receipt, please contact the delivery company immediately.
  • In other cases, please contact our helpline on +421 2 5710 1800, use our contact form, or send send an email to [email protected]
  • We recommend that you take photographs of the defects, and send the goods complete with their original packaging and accessories.
What should I do?

Need help with something else?

Contact our call centre

225 340 111
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