How our customer service works
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Returns & guarantee
30-day right of return and 24-month statutory warranty
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Free returns
Free return by post or collection for large appliances
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Fast refund
We shall refund the amount to you within 5 days
after the goods have been inspected by our technicians.
How can we help you?
With our online form, you can resolve all your concerns easily and quickly.
How can you return the goods to us?
Return via DHL
After you have filled in the online form, you will receive a claim number and an e-mail with a link to the DHL shipping service, where you can easily create a return label. To do this, simply copy the number from our e-mail and paste it into the "Reference number" field of the DHL form (bottom right).
TIP: Create a separate claim number for each package you send separately. This makes shipping free of charge for you.
Collection of bulky products
When returning bulky goods, our customer service will contact you within 24 hours of filling in the online form.
We shall collect large household appliances (e.g. TVs over 48" etc.) directly from your home free of charge.
Preparation of the product before return
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Log out of the device
Please check whether the device is still logged into any accounts (Apple ID, Google/Android and others) and log out if necessary, unless you have reset the device to factory settings.
For Apple devices, please check in particular whether the "Find My" function is deactivated. For Android devices, check whether device protection or the Google account is deactivated.
Packaging the goods
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Choose suitable packaging
Use sturdy cardboard shipping packaging that reliably protects the contents during transport.
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Separate individual items from each other
Separate multiple items in a package from each other using filling material (e.g. bubble wrap or polystyrene).
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Create protective layers
Secure the corners and edges of the packaging with suitable material that helps to absorb shocks during transport.
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Enclose information with the package
Please enclose the documents required for the identification of the consignment, such as the invoice or claim number.
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Seal the consignment carefully
Secure the consignment with strong adhesive tape, ideally crosswise, so that it remains securely closed.
Frequently asked questions
Is a return free of charge?
Yes, the return is free of charge. In addition to the statutory right of withdrawal, we offer you a return option within 30 days in accordance with our return policy. Please use the online form above to return the goods to our address. Send the goods by post to the address specified above. For larger consignments (e.g. TV sets with a screen diagonal over 48"), please contact our customer service to arrange a collection. All options are at our expense.
I bought goods that do not work.
Please create a claim online in your account and describe the defect precisely. Then simply send the goods as a package (with an accompanying letter). After clicking on "Claim", first select where we should return the product to after your claim has been processed. Then describe the defect as precisely as possible and attach photos in case of visible damage.
I bought the goods and they were delivered to me damaged or incomplete.
If you notice damage within 48 hours of receiving the goods, please document it with photos showing the damage to the goods and contact the shipping company immediately. Then create a new case in your account (select "damaged or incomplete delivery") and please provide us with the required information. If a product from the order is not delivered (incomplete delivery), please create a new case in the same way. After creating a case, we shall contact you with a solution to the situation.
What documents do I need for the claim?
You need the number of the proof of purchase or the order number. If you send the goods by post, please enclose the claim form, which you can find in the details of the case you created, or enclose an accompanying letter with a description of the defect, a copy of the proof of purchase and your return address or your bank account number in the event of a refund.
Are there differences in claims if I purchased the goods as an entrepreneur?
No, there are no differences. You can assert a claim within 24 months, regardless of whether you purchased the goods as a private individual or under your VAT ID. This difference does not matter to us.
Is it necessary to also send the accessories together with the defective goods?
Yes, the accessories may also be the cause of the defect under certain circumstances. In addition, they are sometimes needed to test the device. In the case of a television, the stand must also be included. Otherwise, the screen may be damaged during shipping.
The accessory is defective, do I also have to send the main device for the claim?
Yes, accessories cannot be claimed individually, so the main device must always be sent as well.
Must the goods be returned in their original packaging?
Original packaging is not mandatory, but it is advisable to use the original packaging.
Can another person make a claim for me?
Yes, simply name this person as an authorised person. The person submitting the claim must also present the original receipt for the handover of the goods.
If you are a corporate customer, we shall only forward any credit note to the person named in the registration.
Will I lose the configured data on my device?
Very likely, during a repair the device is reset to factory settings, which may have negative effects on third-party applications. We recommend backing up the data before making any claim. In the article Mobile phone data backup you will find detailed instructions on how to securely back up your data from mobile phones of various brands.
What should I do if the device can no longer be repaired?
Please contact us via the e-mail address [email protected] and attach a legible scan or photo of the report to the e-mail. After verification of the protocol with the supplier, we shall credit the money to you.
Can I choose whether I want a new product or a refund when making a product claim?
Yes, you can state your preferred option when making a claim. However, which concrete solution is offered depends on the assessment of the authorised service partner.
Is proof of payment required when making a claim for a product?
No, you do not need to present proof of purchase when making a claim for a product. Your e-mail, order number or serial number of the product is sufficient.
Where can I find the detailed complaints procedure?
The complete complaints procedure can be found here.
What does it mean if a guarantee of more than 24 months is specified on my invoice?
If a guarantee of more than 24 months is specified for the product and on the invoice (e.g. 36 months), the guarantee period is extended by 12 months. The claim can be settled by repair, exchange for a product with the same or similar parameters or, if applicable, by refund of the purchase price. Details can be found in the complaints conditions.
Where can I find the guarantee certificate with further information on the guarantee of more than 24 months?
The guarantee certificate can be found in your user profile in the Manuals and instructions section. The guarantee certificate is available for every product for which Alza offers a guarantee of more than 24 months. The guarantee certificate is in PDF format and can be downloaded and saved at any time for later use.
Have you not found an answer?
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