Frequently Asked Questions

Before calling our call centre, try finding the answer to your question here.

Repairs and services
Digital products
Orders
Warranty claims

General
- How do I know which services are available for a particular product?
  - Once you add a product to your basket, a list of available services will be displayed automatically.
Extended warranty
- Can I purchase the Extended Warranty at a later date?
  - Yes, you can purchase the Extended Warranty within 14 days of the invoice being issued.
Instant replacement
- Can I purchase Instant Replacement at a later date?
  - No, the Instant Replacement service cannot be purchased at a later date.
- How is a replacement handled at a branch where the item is not in stock?
  - The replacement will be arranged within three days at most.
Insurance
- Can I purchase Insurance at a later date?
  - Insurance can only be purchased on the day the goods are collected at the latest. Unfortunately, it is not possible to purchase it later.
- Does the Insurance cover a cracked screen?
  - Yes, the Insurance covers any accidental mechanical damage, excluding cosmetic defects and damage caused intentionally.
- What should I do if my product is damaged?
  - You need to bring the damaged product to one of our branches or send it to our address. Under the Insurance, we will arrange for the product to be repaired or replaced with a new one.
- What should I do if my product is stolen?
  - You must provide a report from the Slovak Police confirming that the case has been closed or shelved. Take this document, together with a copy of the proof of purchase showing that you purchased the Insurance, to any of our branches.
Getting started
- Can I purchase the Getting Started service at a later date?
  - If your tablet or computer has not yet been switched on, you can purchase the Getting Started service at a later date.
- Will ordering the Getting Started service affect the delivery time?
  - Yes. The computer will need to be set up, which may delay delivery by up to one day.

How will I receive my digital product?
- Once your order has been paid for, the product will be sent to you by e-mail.
Do I need to be a registered customer to purchase digital products?
- Yes, but only if you want to purchase digital licences from Microsoft.
I can't download my digital product. What should I do?
- If your order has been paid for but you are unable to download your licence, please contact our customer service helpline on 02 5710 1800. We apologise for the inconvenience.
The licence I bought doesn’t suit me. Can I return it?
- Unfortunately, digital products are non-returnable.

How can I check the status of my order?
- You can check your order status directly HERE.
Do I need to register with you to make a purchase?
- No. In the third step of the checkout process, select ‘One-off purchase without registration’.
What does Express purchase mean?
- It is a faster checkout process available only to registered users.
How will I know when my order is ready for collection?
- As soon as your order is ready, we will notify you by SMS.
I won't be able to collect my order in time. Can I extend the reservation?
- Yes, you can request an extension to your order reservation HERE.

Consumer
- Can I return goods without giving a reason?
  - Yes, consumers can return goods without giving a reason within 14 calendar days of purchase. The product must not be damaged in any way when returned. For full details, see Section VI of our Terms and Conditions.
- How do I make a warranty claim?
  - If one of our products is not working properly, you can make a warranty claim by following these steps. We recommend first checking whether the brand has an authorised service centre in Slovakia. Claims handled by authorised service centres are generally resolved faster than those handled by the retailer. You can find service centre contact details HERE. If the brand has no authorised service centre in Slovakia, or you would prefer to make your claim directly with the retailer, you can take the product to any of our branches or send it to our address.
- Where can I send a product for a warranty claim?
  - You can send the product to: Alza.sk – Claims, Mlynské Nivy 5/A, 811 09 Bratislava.
- What do I need to include with my warranty claim?
  - Please include the complete product you are making a claim for and a copy of the tax document. If you are sending the product by post, also include a covering letter describing the fault.
- How long will it take to process my warranty claim?
  - We process warranty claims as quickly as possible. Unfortunately, we cannot provide an exact timeframe in advance.
- Can I speed up the warranty claim process?
  - If you need your claim to be resolved immediately, you must have purchased the Instant Replacement service for the product. In all other cases, it is not possible to expedite the process.
- Do I need to return the product with all its accessories and in its original packaging when making a warranty claim?
  - If the fault occurred within 14 days of purchase, you must bring or send the product in its complete original packaging.
  - If you are making a warranty claim more than 14 days after purchase, you only need to bring or send the product itself.
- I sent my product for a warranty claim by post or courier. How will it be returned to me?
  - The product will be dispatched from our central warehouse in Prague directly to your delivery address by UPS courier.
- I sent my product to Alza.sk, Mlynské Nivy 5/A, 811 09 Bratislava, for a warranty claim, but it hasn't been received.
  - The product was most likely not delivered by the carrier
    If you sent the product via a courier company, enter the parcel number in the carrier's online tracking system to find out its exact location. You can track parcels sent via DPD, UPS, POST, GLS.
  - If you sent the product by standard post, ask for proof of delivery at the post office where you sent it. Online tracking is available only for the following services: First-Class Registered Letter, First-Class Insured Letter, First-Class Parcel and First-Class Insured Parcel.
- How can I track the progress of my warranty claim?
  - You can check the status of your claim by logging in to your online account on Alza.sk.
- What does it mean when my warranty claim status is ‘Received by supplier’?
  - The product has been received, tested and sent to a service centre for repair under the warranty claim.
- My warranty claim status is ‘Resolved’. When can I collect my product?
  - If you brought the product to a branch in person, it will be delivered to our Bratislava branch within 48 hours. You can collect it once you receive an e-mail or SMS notification
  - If you sent the product by post or courier, UPS will deliver it to you within 48 hours.
- How does a warranty claim affect the product's warranty period?
  - If the claim is resolved by repairing the product, the warranty period is extended by the time the product was being dealt with under the claim.
- My warranty claim was resolved by issuing a credit note. What happens next?
  - 1. Choose a new product and place a new order, selecting ‘Payment in advance’ as the payment method. Then contact us via the contact form and send us the new order details, requesting that the new order be matched with the credit note. Select the ‘Purchases and orders’ section. Your new product will be delivered within 24–48 hours on working days
  - 2. You can request a refund of the credit note amount to your bank account. The statutory deadline for refunding the credit note is 15 days.
- How does the warranty claim process work for products with an extended warranty of 36 or 60 months?
  - If you make a warranty claim within 24 months of purchase, the standard procedure applies. Products sold with a warranty longer than 24 months are covered by a free service programme after the initial 24-month period. If a product develops a fault after the first 24 months, it will be accepted for servicing and either repaired or replaced with another product with the same or better specifications. If neither option is possible, a credit note will be issued. The seller undertakes to complete this service within 35 days of receiving the product.
- Can I make a warranty claim for a PC that I purchased as separate components and did not have assembled by Alza.sk?
  - Yes. We will send the PC to our assembly department, where the fault will be rectified. However, as the PC was not assembled by us, a diagnostic fee applies.
- My hard drive has failed. Am I entitled to compensation or free data recovery if important data has been lost?
  - No. Neither the seller nor the manufacturer is responsible for data stored on storage media.
- One dead pixel has appeared on my monitor. Can I make a warranty claim?
  - No. A warranty claim is accepted only if the LCD display has 10 or more defective pixels. Learn more.
Business customer
- How do I make a warranty claim?
  - If the purchase document includes a Company ID number (IČO) or VAT number (IČ DPH), the buyer must make the warranty claim directly with an authorised service centre. You can find an alphabetical list of service centres here.
    To make a warranty claim at an authorised service centre, you will need proof of purchase and a stamped warranty card, if one was included in the packaging.
  - If there is no service centre for the product’s brand in Slovakia or abroad, or if the service centre does not offer a collection service (the service centre will arrange collection by courier), send the product to the following address: Alza.sk, Mlynské Nivy 5/A, 811 09 Bratislava. The parcel must include a copy of the invoice and a description of the fault.
- Why do I have to make warranty claims directly with an authorised service centre as a business? What are the advantages compared with making a claim directly with the retailer?
  - If the purchase document includes a Company ID number (IČO) or VAT number (IČ DPH), any warranty claim is governed by the Commercial Code, which does not specify who is responsible for product defects or how long the claims process may take.
  - As legal entities are not protected by the statutory 30-day deadline for handling warranty claims, making a claim directly with an authorised service centre has the following advantages:
    - A shorter logistics process:
      SK customer -> SK Alza -> CZ Alza -> CZ service centre
      to
      SK customer -> SK service centre
    - By making your warranty claim directly in Slovakia, you can reduce the time spent processing the claim at the service centre by 5 to 10 days.
- Why do some products have only a 12-month warranty when purchased by a business?
  - If the purchase document includes a Company ID number (IČO) or VAT number (IČ DPH), the purchase contract is governed by the Commercial Code, which does not stipulate a mandatory warranty period for goods. The 12-month warranty period was introduced following an agreement between major electronics manufacturers. It is a form of business strategy. Manufacturers generally offer the option to purchase an extended warranty covering 24 months.