Sales Permanently Suspended

III. Warranty Terms and Conditions

1. Quality Inspection

When receiving the goods from the shipping company, the purchaser is to properly and thoroughly inspect the delivery (namely the number of packages, undamaged sealing tape bearing the company logo and undamaged packaging) as per the delivery note.

On the day of receiving the goods, the purchaser is to further inspect the goods for completeness; in particular, if all parts have been delivered.

Any incongruities are to be reported to Alza upon receipt of the goods from the shipping company and stated in the record of delivery whereby the purchaser may refuse to accept the delivery. Any incongruities may as well be reported to the email address [email protected] or [email protected], or by completing the contact form. Photos documenting the defects and damaged packaging are recommended to be attached.

The statutory warranty period is not affected thereby. Any subsequent claims of incomplete delivery or damaged packaging do not limit the purchaser’s right to claim the warranty; yet, they enable Alza to prove that the same do not represent a conflict with the purchase agreement.

2. Warranty Claims

To expedite the process, the purchaser is recommended to claim the warranty directly with the respective authorised service centre (if applicable).

The warranty may and can be claimed also with Alza in which case the purchaser is to deliver the goods in question, incl. major appliances, to the following address:

Alza.cz – reklamace
VGP Park, hala H2 - GATE 30
Do Čertous 2658/1
193 00 Praha 9 - Horní Počernice

The goods claimed (including all parts and accessories) should be be delivered with the proof of purchase, warranty certificate or similar document, detailed description of the defects and sufficient contact details of the purchaser (shipping address and telephone number) so that the goods can be identified and the defects diagnosed.

We also recommend selecting the mode of handling the claim (repair, replacement or refund).

The warranty is to be claimed with the authorised service centre named in the warranty certificate/proof of purchase located near Alza or the purchaser.

Alza or an authorised service will issue the buyer with a written confirmation of when the claim was filed, scope of claim, what solution is requested, immediately after receiving the claim. In the case of filing a claim in person at a branch, the confirmation is handed over immediately in paper form, in other cases (e.g. filing a claim through a customer account, self-service kiosk at the branch or postal service) the confirmation is sent by e-mail. The confirmation serves only as proof of receipt of the claim. The condition of the goods in which the Buyer has handed over these goods to Alza will be assessed as part of the claims procedure.

The purchaser acknowledges that if the claimed goods are not submitted to Alza with all parts and accessories pertaining thereto, the purchaser – if withdrawing from the agreement – will be refunded the purchase price less the price of the parts and accessories not submitted.

3. Compatibility

Compatibility of the purchased parts with other parts not approved by Alza, manufacturer or goods provider is not guaranteed; nor is the compatibility with software applications whose functions have not been explicitly requested by the purchaser in the written order, unless such compatibility is common to similar goods or unless Alza explicitly states that the goods in question are (are not) compatible only with the items listed.

The same applies also to software and individual SW versions. If, however, certain SW versions have been declared to be compatible, the same does not automatically apply to the subsequent and/or previous SW versions.

4. Limitations

If the protective seal, information sticker or serial number is damaged, the purchaser risks that the claim will be rejected; unless the same have been damaged in the course of ordinary use of the goods in question. The seals and serial number constitute an integral part of the goods and as such do not limit the customer in using and handling the goods within the extent to which the goods have been designated.

The warranty further does not apply to the damage caused by or resulting from the following activities (however, only if such activity is not usual and at the same time is not prohibited in the enclosed instructions for use):

1. mechanical damage;
2. overvoltage (visibly burnt components or printed circuit boards) with the exemption of common deviations;
3. use of goods in conditions (temperature, dust, humidity, chemical and mechanical conditions) other than directly stipulated by Alza or manufacturer;
4. unprofessional installation, use, operation or neglected maintenance;
5. PC virus (damaged goods or parts of the goods);
6. defects to software with no proof of legal licence; or use of unauthorised software and consumables;
7. excessive overuse or use contrary to the terms and conditions stipulated in the relevant documents or contrary to the general practice;
8. non-qualified interventions or adjustments of parameters;
9. adjustments made by the customer (painting, bending, etc.);
10. incorrect BIOS or firmware upgrade;
11. forces of nature or force majeure;
12. use of incorrect or defective software; and
13. use of incorrect or other than original consumables; however, only if such use is not usual and at the same time not exempted in the enclosed instructions for use.

These limitations do not apply to cases where the characteristics of the goods being in conflict with the above have been explicitly agreed on or stipulated by and between the purchaser and Alza or declared by Alza; or to cases where the same can be expected with reference to the advertisement or usual use of the goods.

A warranty arranged with respect to the purchased software applies only to the physical readability of the media (the media cannot be scratched, etc.). The purchaser becomes a legitimate user of a software product and accepts the licence terms and conditions of the software manufacturer once the protective elements (foil, seal, envelope, etc.) are removed or once the digital version is downloaded. This does not apply to the conflict with the purchase agreement (see below).

5. Tests

The claimed goods are tested only for the defects claimed by the purchaser (as claimed in the claims form or enclosed document describing the defects in question). Alza recommends describing the defects in writing, whether in paper or electronic form.

If the claim is rejected and the purchaser agrees that the goods will be repaired for consideration, the purchaser is charged the amount stipulated in the valid price list of the authorised service centre.

The purchaser acknowledges that the repairs for consideration are not provided for directly by Alza but rather facilitated by Alza whereby Alza only orders the repairs with the authorised service centres or communicates the repairs, transport, etc. with the authorised service centres. Alza assumes no liability for the repairs made.

Before the goods are repaired, the purchaser is informed about the price, extent and time necessary for the repair. The repair is made within 60 days from the day after the goods are received by Alza. The goods can be repaired for consideration only if the purchaser so explicitly agrees (resp. only under the executed services agreement) after having received the information stipulated in the preceding sentence.

If the claim is rejected, the purchaser acknowledges that Alza may and can re-invoice to the purchaser the costs charged by the authorised service centre for diagnosing the defect and shipping the goods back as stipulated in the price list of the authorised service centre in question (applicable to purchasers-entrepreneurs only).

6. Backup

When claiming the warranty or repair of a PC system or backup device, the purchaser is to back up the necessary data accordingly and prevent the same from potential misuse or damage. Alza assumes no liability for any loss, damage or misuse of data stored in the backup device of a PC system.

The backup device is a device prone to objective defects of a random character. Alza hereby notifies the purchaser as of this fact and recommends that the user data be systematically backed up and stored on appropriate devices (DVD, Cloud, etc.). The arranged warranty is not affected thereby.

The purchaser acknowledges that – if, as part of the handled claim, the defective backup device is replaced – the original device is not returned.

7. Rejected Goods

A. Dirty Goods

Alza has a right to refuse to accept the claimed goods if the goods in question and/or parts thereof are dirty or do not comply with the basic sanitary and security requirements for claiming the warranty. Fuel tanks must be submitted empty.

B. Security

If the goods are protected by a traditional or gesture password or otherwise, the purchaser must cancel this protection when claiming the warranty or disclose the password in the description of the defect claimed; otherwise, Alza has a right to refuse to accept the claimed goods. The same applies also to BIOS or firmware or access to the storage space of the device in question. Without full access, the device cannot be repaired or its defect diagnosed and the claiming procedure cannot be commenced unless the purchaser meets the duty stipulated herein.

If the device is protected by an active anti-theft service (Apple Find my iPhone, iPodtouch, MacBook, Intel anti-theft, etc.), this service must be deactivated by the purchaser before the device is submitted and the warranty claimed; otherwise, Alza has a right to refuse to accept the claimed goods and the claiming procedure can be commenced only after the purchaser meets the duty stipulated herein.

8. Default Settings

The purchaser is hereby notified of the need to restore the default settings of the claimed goods (namely the added or replaced operating memories, hard discs and SSD in notebooks and PCs) before claiming the warranty. Alza assumes no liability for such components, especially if the same are not explicitly stated in the claim.

The original components must be retained so that their warranty (if any) can be claimed in the future and the purchase agreement terminated.

9. LCD Displays

Given the amount of LCD panel pixels, the loss of pixels (faults) cannot be prevented with respect to the technology used. Therefore, ISO standard (ISO 13406-2) grouping the monitors into four quality classes with the maximum number of allowed defective pixels or clusters have been set for each class. A cluster is a square of 5x5 pixels. Unless stated otherwise, the goods offered by Alza are classified as Class 2 goods.

Defective pixel:

• Type 1 – a hot pixel (always on, white).
• Type 2 – a dead pixel (always off, black).
• Type 3 – a stuck pixel (sub-pixel, always on or always off, other than desired colour)

Defective cluster:

• Type 1 defective cluster – more than one type 1 or type 2 faults
• Type 2 defective cluster – more than one type 3 faults

Maximum number of faults (per type) per 1 million pixels:

Class	Type 1 (hot)	Type 2 (dead)	Type 3 (stuck)	Cluster Type 1	Cluster Type 2
I	0	0	0	0	0
II	2	2	5	0	2
III	5	15	50	0	5
IV	50	150	500	5	50

IV. Handled Claims

1. Purchaser – Consumer

The consumer is a private individual acting in a private capacity.

Claims of purchasers-consumers are addressed by Alza immediately or, if the complex nature of the claim so requires, within a maximum of three business days (excluding the time reasonably necessary to professionally assess the defect with respect to the type of the claimed goods or services).

The claims are handled and the defects are removed by Alza without undue delay; however, within a maximum of 30 days after the warranty has been claimed. Once the warranty is claimed, the period of 30 days can be extended as per the agreement with the consumer; however, only for a period other than indefinite or unreasonably long. After the period (extended period) expires, the claimed defect is deemed to have indeed existed and the consumer has the same rights as if the defect in question was identified to be other than capable of being removed.

2. Purchaser – Entrepreneur

Claims of purchasers-entrepreneurs are resolved by Alza within a maximum of 40 days after the warranty has been claimed; and the result is emailed to the contact email address of the purchaser-entrepreneur.

V. Common Provisions

The purchaser is issued a written document including information as to the date of the claim, result, repair (if any), duration and reasons (if any) for rejecting the claim.

After the claim has been processed, the purchaser is notified by Alza as of the result by telephone, text message or email. Goods shipped by a shipping company are automatically shipped backed to the purchaser’s address once the claim has been completely processed.

If the claim is accepted as legitimate and the goods are repaired or replaced, the warranty period is extended for the period of handling the claim; this period this period commences one day after the day the warranty has been claimed and is terminated on the day the purchaser has been informed about the result.

If the claim is accepted as legitimate, the purchaser may and can claim reimbursement of costs reasonably incurred in claiming the warranty; in particular, the purchaser may and can claim the reimbursement of postage. The costs claimed need not necessarily include costs incurred in travelling by car to claim the warranty, express shipping, etc. The reimbursement of costs must be claimed without undue delay; however, within a maximum of one month before the warranty period expires.

Once the claim is handled, the purchaser must collect the goods in question without undue delay and do so at the latest within 30 days after having been informed about the handled claim; this time limit, however, expiring no sooner than 60 days after the warranty has been claimed.

If the time lapses to no effect and the goods in question are not collected, the purchaser is charged a fee of CZK 20 incl. VAT for storing the goods in question; charged by Alza for each day of delay.

If the goods in question are not collected by the purchaser within 6 months after the purchaser has been informed about the handled claim, Alza reserves the right to sell the goods in question and offset the proceeds against the outstanding storage fee.

To prevent damage/legitimisation of proceeds of crime (if any), the goods in question can be collected/cash refunds can be made against a document evidencing the claimed warranty and a valid identity document of the purchaser (ID card, passport). Unless the said documents are presented, the goods in question/cash refunds may and can be refused by Alza or Alza’s contractual partners to be collected / paid. Goods in question claimed by purchasers-legal entities can only be collected by/cash refunds can be paid to the respective authorised entity or proxy acting under a duly authenticated power of attorney.

VI. Consumables and Minimum Lifetime

Purchased consumables (cartridges, toners, print heads, press cylinders, projector lamps, batteries, illumination, etc.), whether alone or constituting a component of the purchased goods, are subject to a lifetime warranty. The lifetime can be expressed in terms of time, best before date, number of use, number of printed pages, etc. whereby several lifetimes can apply concurrently. The lifetime warranty cannot be claimed unless all of the stipulated terms and conditions are met.

The purchaser’s right to claim the warranty in the warranty period is not affected thereby. In claiming the warranty, however, the purchaser must take the above into account as the warranty does not apply to the ordinary wear and tear caused by common use of the goods and as such cannot be confused with the lifetime of the goods in question. Lifetime represents the tendency of the goods in question to become worn and torn if used in a usual way. If the goods are used (i.e. not owned) for a period exceeding the usual lifetime of the goods in question, the defect is likely to be caused by ordinary wear and tear; however, without prejudice to the warranty defect.

If not marked on the goods offered by Alza, the lifetime warranty cannot be claimed.

VII. Free Maintenance

Goods with a warranty period exceeding 24 months are subject to free maintenance provided after the lapse of 24 months.

Goods with defects appearing after the lapse of 24 months are accepted by Alza and:

• repaired; or
• replaced with the same or similar product with better parameters; or
• refunded if none of the above is feasible.

Alza undertakes to repair/replace the goods or refund the purchaser within a maximum of 35 days after the goods have been accepted by Alza; otherwise, the purchaser may and can withdraw from the purchase agreement.

Rights to claim the warranty provided by the manufacturer are not affected thereby.

VII. Miscellaneous

The statutory rights of the purchaser are not affected hereby.

This Complaints Code comes into effect on 11 May 2017, repealing the previous versions.

This Complaints Code is available for reference in the Alza central office, shops and websites.

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