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Returns & Claims

Hassle-free, fast, and reliable


How can I return or claim a warranty for my product?

You can return goods within 30 days of purchase or file a claim within the statutory warranty period (24 months). Returns are free of charge using a return label or via pickup (for bulky items).


Free

Online returns & warranty claims

To file a complaint or return goods, fill out our online form. Afterward, you will receive an RMA number and an e-mail with a link to the Austrian Post, where you can easily create a return label. The returned items will be inspected by our technicians. A refund will be issued within 5 business days after the inspection.

Important note: If you are shipping multiple items separately, please create a separate RMA number for each parcel to ensure all parcels can be shipped free of charge.

Bulky goods

We offer free pickup for large items via a shipping service:

  • For larger products (e.g., TVs with a 48-inch diagonal or more), we will arrange for pickup. A call center representative will contact you within 24 hours to schedule the pickup of the goods through a shipping service.
Claim online

Return items in person

You can also file a claim or return goods in person:

Damaged delivery

If you have received damaged goods, proceed as follows:

  • Contact our hotline at +43 720 815 999 (please include the area code) or send us an email at: [email protected] or use our contact form.
  • We recommend photographically documenting the defects and returning the damaged item, including all packaging materials and accessories.

Want to file a claim for a phone or tablet?

Before sending your mobile phone or tablet for maintenance or filing a claim , try resetting it to factory settings. Often, the issue lies with a third-party application, and this can significantly speed up the repair process. In this guide, you will find instructions on how to perform a reset.

Need to repair your phone or tablet?
Make sure to back up your data.

Planning to file a claim or reset your phone or tablet to factory settings? Don’t forget to back up your data. Repairs for smartphones or tablets usually involve resetting them to factory settings. In this article, you’ll find instructions on how to safely back up data from phones or tablets of various brands.

How do I package the items correctly?

You can find detailed instructions on how to package the items properly in our PDF guide.

Download

FAQ

Is the return free of charge?

Yes, returns are free of charge if you file a complaint or return the items within the legal 30-day period. Please use the online form above to send the items back to our address.After completing the form, you will receive an email with a link to the Austrian Post, where you can easily print the label and send the package back to us. For larger items (e.g., TVs larger than 48 inches), please contact our call center to arrange a pick-up. All options are at our expense.

I purchased an item and it doesn't work

Create a warranty claim online in your account and describe the defect in detail. Then bring the item to one of our Vienna stores in person, or send it by mail (with a cover letter). When you click on "Claim", first choose where to return your completed claim. Then describe the defect in as much detail as possible and, if there is visible damage, attach photographs.

I purchased an item and it was delivered damaged or incomplete

If there is damage to the product and you have discovered it within 48 hours of receiving it, take photo documentation showing the damage to the goods and immediately contact the shipping company. Then create a new case in your account (select "delivered damaged or incomplete") and please provide us with the necessary information. In the event of non-delivery of a product from your order (delivered incomplete), please also open a new case in the same way. Once the case has been created, we will contact you to resolve the situation.

What documents do I need for a warranty claim?

Purchase or order number. If you send the goods by post, please enclose the Complaint Form, which can be found in details of the case, or enclose a cover letter with a description of the problem, a copy of the purchase receipt and your return address, or your bank account number in case of a refund.

Is there any difference in the claim process if I purchased the product as a business?

No. You can file a claim within 24 months, whether you bought the product as a private individual or using a business ID. We don’t make a distinction.

Do I also need to bring the accessories?

Yes, it is necessary to provide accessories without which the item cannot be diagnosed. In any case, we recommend including all relevant accessories with the item being claimed. For televisions, always include the stand as the standalone screen could easily be damaged during transit.

If I have a fault with an accessory, do I need to bring the main product for the warranty claim?

Yes, generally, accessories cannot be claimed separately, so we recommend always bringing the main product with you.

Do I need the original packaging from the product?

The original packaging is not necessary for a warranty claim, but it is advisable to transport the goods in it.

Can someone else pick up the warranty claim for me?

Yes, just designate that person as an authorised person. Also, the person collecting must have the original receipt for the warranty claim.

If you are a corporate customer, we will only issue a credit note to the person specified in the registration.

Will I lose my data on the device?

It is very likely. If the device can be repaired, it is typically returned from the service in factory settings, which eliminates any potential negative impact from third-party applications. We recommend regular data backup not only before filing a warranty claim. In the article How to Back Up or Restore Data on Your Phone you will find detailed instructions on how to back up models of different brands before repairing your mobile phone.

I received a report from the service stating that the item is irreparable; what should I do?

Just write to us via the contact form. Don't forget to attach a clear scan or photo of the report. After verifying the report with the supplier, we will send you a credit note for the refund of the goods.

Can I choose between getting a new product or a refund when making a warranty claim?

Yes, when submitting a warranty claim, you can specify your preferred resolution option. However, the specific resolution is determined based on the feedback from the authorised service center.

Is it necessary to have the proof of payment with me when making a warranty claim for the product?

No, it is not necessary to have the receipt with you when claiming the product. Your email, order number, or product serial number will suffice.

Where can I find your full claim policy?

You can find the complete claim policy here.

What does it mean if my invoice states a warranty period longer than 24 months?

If the warranty stated on the product and invoice is longer than 24 months (e.g., 36 months), you have an additional 12 months/1 year beyond the standard legal rights to file a complaint about the goods. Complaints can be handled by repair, replacement with the same or a better item, or a refund of the purchase price. Details can be found in the complaints procedure complaints procedure.

Where can I find the warranty card containing more detailed information about the warranty longer than 24 months?

You can find the warranty card in your user profile in the manuals and instructions section. The warranty card is included with every product for which Alza offers a warranty longer than 24 months. The warranty card is in PDF format and you can download it at any time and save it for later use.

Any questions?

Contact our customer service hotline:

+43 720 815 999
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