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Damaged & Incomplete Deliveries

For a quick guide to help you make a warranty claim, please follow this link. If you have damaged or defective goods, or there is something wrong with your delivery, the following information will be useful.

Package contains incorrect goods or missing parts

Kindly send an email with your invoice or delivery note number, a description of the incorrect or missing goods, your name and a contact number to us via this contact form

Damaged package or contents

Before accepting your delivery from the shipping company, you are obliged to check the state and condition of the packages (number of packages, the tape seal is intact, damage to box, etc.) as per the accompanying delivery note, and refuse to accept an incomplete or damaged delivery. Damaged or incomplete deliveries must be reported without delay via this contact form. Damage Protocol must be signed by the shipping company, and sent via fax or email to the claims department. If you accept the delivery by signing the delivery note document, you risk losing the right to make a subsequent warranty claim.

If you accept the delivery and find damaged goods after the shipping company departs, you must immediately report it via this contact form. You must state precisely what is wrong, include the parcel number, invoice or delivery note number and a contact number. The shipping company will then contact you to arrange signing a damage protocol and will collect the damaged goods. You will receive the "Damage Protocol" within 24 hours and you must send it to us via this contact form or fax +420 225 340 190, so we can procede with the claim and resend your order. Claims must be made within 3 days of delivery or they will not be accepted.

Defective goods and claim number allocation

The first step towards a quick and successful claim settlement is obtaining a claim number. We also accept defective goods without using claim numbers, but you will lose the advantage of significantly faster processing.
Claim numbers are identification numbers which help you monitor the status of the claim during the whole claims process. They also eliminate the possibility of misunderstanding or error, and speeds up settlement.

Some simple verification tests are made during the claim number allocation process to validate the claim. These include confirmation that the goods were bought from us, and they are still under warranty. You generate claim numbers yourself online by logging in to your My Alza account, and following simple instructions. After your claim numbers are assigned, simply return the goods clearly marked with the claim numbers to our claims department.

Important returns information!

When returning goods for warranty claim in the mail, the claim number/s must be clearly written on the parcels. If there are multiple claims in one parcel, it is also necessary to mark each with its individual claim number. It is also benificial to include a list of the parcel content.

All claimed goods must be returned with their accessories. Kindly note that some suppliers do not process claims without complete products and therefore we must adhere to their conditions.

During the claims process you will receive information regarding your claim via email.

It is also possible to check the status of your claim in your My Alza account at any time.