Parcel Insurance - Terms & Conditions

Parcel Insurance – Terms of Service

Alza's Parcel Insurance service guarantees the Buyer that in the event that goods purchased by the Buyer from Alza are damaged during shipping, Alza will settle the claim in the shortest possible time in accordance with these terms and conditions.

I. Definition of Service

Parcel Insurance

• Once the Buyer purchases the service, Alza shall be obliged to settle claims for goods damaged during shipping as a matter of the utmost priority.
• The service covers all types of parcel shipping offered by Alza, including point-of-sale delivery.
• The service may be claimed within 14 days of the delivery of the goods to the Buyer.
• The service can only be purchased once per order. The service applies to all products included in the order.
• The service is not considered to be insurance or any other insurance product provided as part of an insurance business as defined by law.

II. Purchase of the Service Alongside Goods

• Each Buyer has the option to purchase the service for each order of goods with which the service is offered.
• The Buyer shall pay for the service at the same time as the goods with which the service is purchased.
• The service is explicitly stated on the purchase receipt.
• The service costs CZK 35 including VAT (CZK 28,9 without VAT).

The service cannot be purchased ex-post.

III. Using the Service

• In order to use the service, the Buyer must explicitly inform the Seller that he or she is intending to use the service.
• Claiming the service is possible exclusively as follows:
1. a) in person at any Alza.cz point-of-sale;
2. b) remotely via the Alza.cz call centre, in which case photographic documentation of the damaged parcel is required; Alza will then arrange with the Buyer the exact method of shipping the damaged goods back to Alza (i.e., either by handing the goods over at a point of sale, via collection arranged by Alza, or by sending the goods to the following address:

Alza.cz - logistické centrum Horní Počernice 

P3 Park, hala E

Do Čertous 2759/4

193 00 Praha 9

• When returning the goods to the Seller, the goods must be properly packed by the Buyer to avoid further damage in transit.
• If the parcel is damaged, the Buyer shall:
1. provide Alza with all information necessary to claim the service, i.e., in particular the information required to identify the goods purchased with Alza; if the service is not claimed in person at a point of sale, then the Buyer shall also provide photographs of the damaged goods, and
2. hand over the goods to Alza, including all accessories, or deliver them in the manner agreed upon in the notification of the use of the service (unless the Buyer and Alza agree that neither party shall insist on the return of the goods to the Seller).

Only after the above conditions have been met does the time limit for processing a claim for damage to the parcel begin to run.

IV. Claim Processing After the Service Has Been Activated

• If the Service is claimed within three days of the delivery of the goods:
1. in person at any Alza.cz point-of-sale, Alza informs the Buyer whether or not his or her claim has been accepted right away, unless it is a more complex case requiring the assessment from a technician or the shipping company. In this case, the Alza call centre will notify the Buyer within 24 hours of submitting the claim; In the event that the claim is assessed as justified, Alza will offer the Buyer consultation on possible ways how to settle the claim (e.g., replacement of the goods, refund, etc.).;

• If the Service is claimed within 4-14 days of the delivery of the goods by any of the means mentioned above, Alza will notify the Buyer within 24 hours of submitting the claim what the next course of action will be.

V. The Service Cannot Be Claimed:

• After the expiration of the time limit.
• Repeatedly for the same product.
• If any of the protective seals, information stickers, or serial numbers on the goods have been broken or the goods are showing signs of wear and tear due to use, etc.
• If the goods were damaged in some other manner than during shipping, i.e., for instance, damage caused by or resulting from:
1. mechanical damage:,
2. electrical surges (visibly burnt components or circuit boards),
3. use of goods in conditions (temperature, dust, humidity, chemical and mechanical conditions) other than directly stipulated by the Seller or manufacturer,
4. improper installation, use, operation, or neglected maintenance,
5. computer virus (if it damaged the goods or any part thereof),
6. if the defect is manifested only by software for which the Buyer is unable to prove the legal means of acquisition, or if the damage was caused by the use of unauthorised software or consumables,
7. excessive overuse or use contrary to the terms and conditions stipulated in the relevant documents or contrary to the general practice,
8. unqualified tampering or alteration of parameters,
9. modification made by the Buyer (painting, bending, etc.), if the defect has arisen as a result of this modification,
10. incorrect BIOS or firmware upgrade,
11. forces of nature or force majeure,
12. use of incorrect or defective software,
13. use of incorrect or other than original consumables if such use is atypical and at the same time not exempted in the enclosed instructions for use.

• The service does not cover the delivery arranged by the Buyer to deliver the goods from the Buyer to the Seller on the grounds of claiming the service or on the grounds of exercising the right to the 14-day withdraw period if the Buyer arranged the transport herself or himself with the shipping company.
• The service does not cover a failed delivery.

VI. Service Transfer

• The benefits of the service cannot be transferred to a third party.
• The service transfer only applies if, as part of the provision of the service, replacement goods are sent to the Buyer and these goods are then damaged in transit. 

VII. Service Term and Termination

• The service is provided upon delivery of the goods to the Buyer. 
• The Buyer-consumer agrees to the provision of the service before the expiry of the 14-day contract withdrawal period and acknowledges that the service is not refundable if the right to a withdrawal period is exercised following the delivery of the goods.
• Alza shall reimburse the Buyer for the price of the service in the event that it fails to meet its obligation to resolve the claim within the specified time limit.

Done at Prague, 18 July 2022