General Terms and Conditions (GTC)

Basic provisions

These General Terms and Conditions (hereinafter referred to as "GTC") govern the relationship between the contracting parties of a purchase agreement/license agreement/agreement for the provision of digital content, where on one side:

Company name: Alza.at GmbH
Registered office: Getreidemarkt 1, 1060 Vienna, Austria
Company ID: 04 526/6798
Tax ID: ATU72170018
Contact: +43 720 815 999 (Mon-Sun 08:00–20:00) (call rates may vary depending on the mobile provider), [email protected] or via these contact forms or via chat with our virtual assistant.
Registered in the Commercial Register: Vienna Regional Court, No. 468821v, GLN (for public administration): 9110024639436
For further information about Alza.at GmbH,: please refer to our legal notice.

acting as the seller (hereinafter referred to as "Alza") and on the other side, stands the customer.

Older versions of the General Terms and Conditions can be found here:

GTC valid from 01.06.2025 to 30.09.2025;

GTC for purchases from the Czech warehouse (i.e., from the online shop), valid until 31.05.2025;

GTC for purchases from the Austrian warehouse (i.e., in-store), valid until 31.05.2025.

The customer may be a consumer or a business.

Consumers are individuals who are not businesses as defined in Section 1(2) of the Austrian Consumer Protection Act (KSchG).

Businesses are individuals or entities engaged in a permanent, independent economic activity, even if not profit-oriented (§ 1(2) KSchG). Customers are considered businesses if they provide their VAT identification number ("Tax ID") when placing an order.

The customer declares that they have reviewed these General Terms and Conditions, along with the associated Claims Policy, which forms an integral part of the agreement, before placing an order.

The customer acknowledges that purchasing products from the Alza catalog does not grant any rights to use registered trademarks, trade names, company logos, or other intellectual property elements of Alza or its partners, unless otherwise agreed in a separate contract. If interested in using Alza’s intellectual property, please contact us via the contact form.

In the case of distance sales, the customer will receive a copy of the GTC as an attachment to the order confirmation, which will be sent to the provided email address. The invoice, containing all essential contract details, including the receipt in accordance with the Sales Recording Act and the tax document, will be provided to the customer as a download link within the invoice. The customer agrees to this arrangement. References to the listed documents will be sent to the customer’s provided e-mail address or can be found in the "My Alza" section of the customer profile under "My Purchases" after logging in. If the customer wishes to receive a paper invoice, they may use our contact form. In the case of in-store sales, the customer has the opportunity to review the current GTC.

Pre-contractual notices

Alza informs customers that:

Payment for the purchase must be made before the customer takes delivery of the goods or services. Any requirement for a deposit or similar payment applies only if the customer requests specific services that necessitate such payment;

Contracts with Alza do not establish recurring obligations unless explicitly agreed upon. If Alza facilitates such agreements, the respective service provider will inform the customer about the contract duration, pricing, and billing period (typically monthly if the price remains fixed);

For licence agreements and contracts for the provision of digital content with an indefinite term, the price covers the entire duration of service unless otherwise agreed;

Prices for goods and services on Alza’s webshop or in-store are displayed both with and without VAT, including all statutory fees. However, delivery costs vary depending on the chosen shipping method, carrier, and payment option;

Contract details and invoices are stored in Alza’s electronic archive, with registered users able to access them via their profile;

If a consumer requires assistance or wishes to file a complaint, they may do so via the contact form here.

The contact e-mail address is [email protected], however, Alza recommends using the contact form for faster resolution.

Contract terms, customer service, data information, and complaint handling are consistently provided in German.

For distance sales, Alza further informs that:

Communication costs (internet/phone) are based on the customer’s provider’s standard rates. Alza does not impose additional fees, except for potential transport-related charges;

If the customer is a consumer, they have the right to withdraw from the contract (unless stated otherwise below) within 30 days, starting from:

The day of goods receipt for standard purchases;

The day of receiving the last item if the purchgase contract involves several types of items or multiple parts;

The day of receiving the first delivery if the contract involves recurring shipments;

The withdrawal must be sent to Alza’s registered office or submitted via the withdrawal form on Alza’s website.

Consumers cannot withdraw from contracts concerning:

Services already performed with the consumer’s explicit consent before the withdrawal period expired;

Goods/services whose price depends on financial market fluctuations beyond Alza’s control;

Custom-made or personalised goods that have been modified to the consumer’s specifications;

Perishable goods or items irreversibly mixed with other goods after delivery;

On-site repairs or maintenance requested by the consumer, unless unauthorised repairs or parts were provided;

Goods sold in sealed packaging, which have been unsealed by the consumer and cannot be returned for hygiene reasons;

Unsealed audio/video recordings or software;

Newspapers, magazines, or periodicals;

Transport services or leisure activities where a specific date of performance is agreed;

Digital content that is not provided on a tangible medium if its delivery began with the consumer’s prior express consent before the withdrawal period expired. Alza emphasises that online-delivered digital content is non-refundable once accessed.

When withdrawing from a contract, the consumer bears the costs associated with returning the goods. In the case of contracts concluded by means of distance communication, the consumer also covers the return shipping costs if the goods cannot be sent back via standard postal service due to their nature;

Additionally, if the contract concerns the provision of services and performance has already begun, the consumer is obligated to pay for the portion of services already rendered upon withdrawal;

The customer acknowledges that goods sold by Alza are primarily intended for the Czech Republic market. Any variations resulting from this fact shall not be considered product defects.

The customer further acknowledges that when filing a warranty claim, the goods may need to be returned to the Czech Republic.

For customer pre-orders, the listed price is only provisional and subject to change. Alza will notify the customer of any price adjustments. The final purchase price will only be determined once the goods arrive at Alza's warehouse. Any difference between the paid estimated price and the final purchase price will either be refunded by Alza or collected from the customer before delivery, unless the customer chooses to cancel the pre-order. Alza reserves the right to modify the delivery date for pre-ordered items. If circumstances assumed by Alza at the time of pre-ordering change to such an extent that fulfilling the pre-order becomes unreasonable for Alza, Alza may cancel the pre-order without prior notice and subsequently inform the customer.

In the event that the buyer systematically breaches these GTCs, in particular through repeated failure to pay for or accept orders, misuse of discount vouchers, excessive abuse of the right of withdrawal, providing false information, fraudulent or technical manipulation of the system, or any other conduct to the detriment of Alza, Alza shall be entitled—depending on the severity of the conduct—to take measures ranging from a written warning, cancellation of orders, and blocking of the IP address, to the permanent deletion of the customer account, the assertion of claims for damages, and/or reporting the matter to law enforcement authorities..

Contract

Conclusion of contract

Orders may be placed remotely or in person at a physical store. Remote orders include those made through Alza's online shop, via e-mail to [email protected], oor by phone through Alza's call center (open from 8:00 to 20:00). An Alza representative may assist customers with their orders. However, if an order is placed through the online shop while physically present in a store—using either the store's internet connection or with the help of staff—it is considered an in-store purchase, not a remote sale.

The display of products on Alza's website, in catalogs/brochures, or in physical stores does not constitute a legally binding offer. Alza reserves the right to decide whether to enter into a contract with the customer.

The customer submits a binding offer by placing the selected goods or digital content in the online shopping cart operated by Alza and clicking the "Buy Now" button—or, if they are a registered Alza user, by using express checkout and then clicking the "Add" button. During the ordering process, customers may contact an Alza representative by phone or e-mail. Additionally, before finalising the order, the customer can review and, if necessary, modify the product, delivery method, and payment option on the confirmation page.

After submitting the order, the customer receives an automatic e-mail confirmation acknowledging receipt. This does not yet signify Alza's acceptance. The contract is only formed once Alza expressly accepts the order, which is confirmed via a separate email sent to the customer's provided address.

Registration. Alza recommends that customers register when placing orders through the online shop, although registration is not mandatory.

The customer must be at least 18 years old and therefore fully legally competent. When registering, the customer confirms the accuracy of the information provided, particularly their name, age, and address.

The customer can request to register on the website and choose a password. After approval, they will receive a confirmation e-mail. The customer is responsible for protecting their login credentials. When using public networks, the customer must log out after completing a purchase.Alza verifies only that the password matches the account and bears no further security obligations.

Contract data is stored for invoicing and remains accessible to the customer via login at any time.

The concluded contract may only be modified or terminated by mutual agreement of both parties, for legal reasons, or in accordance with these General Terms and Conditions.

Alza retains the contract for at least seven years from its conclusion as proof of proper fulfillment, or longer if required by applicable legal provisions. The contract is not accessible to third parties.

Upon contract conclusion and after payment by the customer, Alza is obligated to:

Deliver the ordered goods (including all related documentation) or provide digital content/licences to the customer. Alza may be released from its delivery obligation if inventory is exhausted, in which case the buyer will be promptly notified.

Enable the customer to acquire ownership rights to the goods/licence in accordance with the contract. Alza retains ownership of the goods/licences until full payment is received.

The customer is obligated to accept the goods and pay the agreed price to Alza.

Delivery of the purchased item

Alza delivers the goods and related documentation to the customer and enables the customer to acquire ownership rights to the goods/licence as stipulated in the contract.

Alza fulfills its obligation to deliver the goods by allowing the customer to take possession of them at the place of performance and notifying them in due time.

For shipped goods, Alza fulfills delivery to business customers by transferring the item to the first carrier for transport, enabling the customer to exercise their rights under the transport agreement against the carrier. For consumer customers, delivery is completed when the carrier physically transfers the item to them.

Transfer of risk of damage

The risk of damage transfers to the customer upon delivery of the goods. If Alza:

Ships the goods, the risk transfers:

For business customers, when the carrier takes possession of the goods;

For consumer customers, when the carrier delivers the goods to the customer.

Ships goods via the Alzabox network, the risk transfers once Alza enables collection (i.e., when the locker door opens).

If damage occurs after risk transfer, the customer remains obligated to pay the agreed price unless Alza caused the damage by failing to meet its obligations.

If the customer is a business, Alza has the right, in the event of a delay in accepting the goods, to sell the goods at the expense of the business in an appropriate manner after giving prior notice and granting the business a sufficient grace period to accept the goods. The same applies if the business customer defaults on payment.

Alza's warranty obligations

Alza is liable to the customer that the item is free from defects at the time of delivery. Specifically, Alza guarantees to the customer that at the moment of delivery:

the item possesses all characteristics agreed upon by both parties, or in the absence of such agreement, those characteristics described by Alza or the manufacturer, or those which the customer could reasonably expect based on the nature of the product and associated advertising;

the item is suitable for the purpose stated by Alza or for which such items are ordinarily used;

the item meets the specified quantity, dimensions or weight; and

the item complies with all applicable legal requirements.

If a defect appears within 12 months of delivery, the item is presumed to have been defective at the time of delivery. The customer's warranty rights and this presumption do not apply if the customer was aware of the defect prior to delivery, the customer failed to report a defect that should have been detectable through timely and reasonable inspection, or the customer caused the defect themselves.

For any defect, the customer is entitled to either:

a reasonable price reduction, or

repair of the defect;

For significant defects, the customer additionally has the right to:

replacement of the defective item or its components, or

termination of the contract.

The customer must notify Alza of their chosen remedy either when reporting the defect or without undue delay thereafter. The customer cannot change this selection without Alza's consent, except when the customer initially requested repair of a defect that is subsequently determined to be irreparable. Alza reserves the right to determine the appropriate remedy method if the customer's chosen solution is either impossible to implement or would require disproportionate costs. Should Alza fail to rectify the defect within a reasonable timeframe or notify the customer that remediation is not possible, the customer may then elect to either request an appropriate reduction of the purchase price or terminate the contract in lieu of the original remedy.

A customer who is a consumer retains the right to an appropriate price reduction even in cases where Alza is unable to deliver a new defect-free item, cannot replace its components, or cannot repair the item, as well as in situations where Alza fails to provide a remedy within a reasonable period or where implementing the remedy would cause the consumer significant inconvenience. If the customer does not exercise this right in a timely manner, they shall only retain the rights available for minor contractual breaches.

If an item has a defect for which Alza is liable, and if the item was sold at a reduced price or is a used item, the customer is entitled to an appropriate price reduction instead of the right to exchange the item.

As long as the customer has not exercised their right to a price reduction or terminated the contract, Alza may supply any missing components or rectify legal defects. For other defects, Alza may choose to either repair the item or deliver a new replacement.

The customer is also entitled to receive a new item or a replacement component in the case of a repairable defect, if the item cannot be used properly due to the defect recurring after repair or due to an excessive number of defects. In such a case, the customer also has the right to withdraw from the contract.

When a replacement item is delivered, the customer shall return the originally delivered product to Alza, including all supplied accessories, with all return shipping costs covered by Alza.

The customer is entitled to exercise warranty rights for defects that appear in consumable goods within twenty-four (24) months of delivery, unless otherwise stated. This does not apply to:

defects that were the agreed basis for a reduced purchase price;

normal wear and tear resulting from ordinary use;

defects in used goods that correspond to the item's condition at the time of delivery; or

or defects inherent in the nature of the product's acquisition.

Reduced warranty period for consumables. For consumable goods (e.g., cosmetics, drugstore items, etc.), customers may assert warranty claims within twenty-four (24) months of receipt, provided no expiration date is indicated on the product. When an expiration date is specified, the warranty period will be shortened to expire on that date.

Gift items. The consumer acknowledges that if any gifts are included with their order, they cannot claim defects in these gifts within the standard 24-month period. Instead, defective gifts can only be claimed within 14 days of receipt. Business customers are not entitled to claim for defective gifts at all.

Specific timelines and other conditions of the complaint process are detailed in the Claims Policy. Although Alza.cz is the seller, Alza.at may be authorized to handle complaints. This does not transfer any of Alza.cz's seller obligations to Alza.at.

Alza is liable for damages according to statutory provisions. Liability for damages caused by ordinary negligence is excluded. This limitation does not apply to damages resulting from injury to life, body, or health, or claims under product liability laws.

For business customers, the burden of proof rests on demonstrating intentional misconduct or gross negligence when asserting damage claims, which must be filed within one year of the transfer of risk. The compensation provisions outlined in these General Terms and Conditions, or otherwise agreed upon, shall equally apply when damage claims are asserted in lieu of warranty claims.

Business customers cannot pursue recourse claims under §12 of the Product Liability Act unless the claimant proves the defect originated within our operations and resulted from at least gross negligence.

We reserve the right to perform website maintenance without prior notice, which may cause temporary shutdowns/interruptions. We are not obligated to maintain specific server capacity, and therefore service overloads and extended response times may occur.

Quality guarantee

Through this quality guarantee, Alza commits that the product will remain functional for normal use or maintain its standard properties during a specified period. This guarantee equally applies when a warranty period or product lifespan is indicated on the packaging or in advertising materials. The guarantee may also apply to individual product components.

The warranty period begins upon delivery of the product to the customer. For products shipped according to contract terms, the period starts upon arrival at the destination. If a third party other than Alza is required to commission the product, the warranty period begins on the commissioning date, provided that the customer ordered the commissioning service within three weeks of product receipt, and the customer properly and timely cooperated in completing the necessary procedures.

The customer forfeits all warranty rights if the defect occurs after the transfer of risk to the customer and results from external causes.

Quality guarantee terms may vary depending on whether they appear in advertisements, on packaging, or on the webshop's product detail page.

Customers may assert guarantee rights both during and after the guarantee period, within the statutory limitation period (3 months), provided they can demonstrate that the defect originated during the guarantee coverage period.

Use of electronic content

The customer is obligated to comply with all terms set forth in these General Terms and Conditions, the specific licence agreements, applicable copyright laws referenced in the licence terms, and established obligations when using any electronic content purchased from Alza (e.g., software, PC games, console games, etc.). Should the customer violate these stipulated obligations, they may be liable for damages, and such actions may also lead to criminal consequences.

If the customer is a natural person, they are authorised to use all electronic works solely for personal purposes, provided such use does not aim to obtain direct or indirect economic or commercial benefits, unless otherwise stated in the license terms. The customer is not permitted to copy or otherwise reproduce the purchased electronic content, create excerpts or partial copies, or handle the content in any manner that violates copyright laws, other legal provisions, and/or the licence terms of the respective product. Access to the electronic content may be denied or the licence deactivated if the content was obtained through unlawful means.

These provisions equally apply to electronic content gifted by Alza to the customer.

Sale of vouchers

When purchasing third-party vouchers, Alza acts solely as their seller. To redeem the services or products linked to such vouchers, you must contact the provider indicated on the voucher itself or in the product description in our online store.

After purchasing a voucher, you will receive a unique redemption code sent to the e-mail address provided in your customer account or during the order. Please present this code to the respective provider, who will then supply the corresponding goods or services. The voucher is considered redeemed once the provider has confirmed its validity in our information system.

You may withdraw from a voucher agreement provided that the voucher has not yet been redeemed. In the case of a complaint regarding the goods or services, we recommend contacting the respective provider directly, as this ensures faster and more efficient handling.

Alza gift vouchers are subject to their own terms of use, which can be found in the description of each gift voucher and directly on the voucher itself.

Withdrawal from contract

Alza recommends that customers back up all personal data and delete it from the device before withdrawing from the contract.

Consumer’s right to withdraw from contract

Consumers have the right to withdraw from the contract within 30 days without providing a reason. Exceptions to this right are specified in Article 2.2.3. The withdrawal period begins as follows for purchase contracts:

From the day the consumer or a third party designated by the consumer other than the carrier takes possession of the goods;

For contracts involving multiple types of goods or delivery in several parts: from the day the consumer or a designated third party other than the carrier takes possession of the final delivery, provided the goods were ordered together in a single order but delivered separately; or

For contracts involving regular recurring deliveries over a defined period, from the day the consumer or a designated third party other than the carrier takes possession of the first delivery.

To exercise the right of withdrawal, the consumer must inform us of their decision to withdraw from this contract by means of a clear statement (e.g., a letter sent by post or an e-mail).
This can be done either by sending a letter to the address:

Alza.at
Getreidemarkt 1
1060 Vienna

or by e-mail to [email protected] or by phone at +43 720 815 999.
The consumer may use the attached model withdrawal form though this is not mandatory. To meet the withdrawal deadline, it is sufficient to send the withdrawal notice before the withdrawal period expires.

Upon withdrawal, the consumer must return the goods immediately and in full, including all supplied accessories, complete documentation, undamaged, unblocked, unencrypted, clean, and preferably in the original packaging, in the same condition and value as when received. For withdrawals involving a device with a fuel tank, the tank must be empty at the time of return.

The customer bears the direct costs of returning the goods. The consumer may request Alza to organise the collection of the returned goods, with the consumer bearing the collection costs.

If the consumer decides to withdraw from the contract within the specified period, Alza recommends, solely to help speed up the processing of the withdrawal, that the goods be sent to Alza’s address together with a cover letter stating the possible reason for the contract withdrawal (although this is not required), along with the purchase receipt number and the specified bank account number.

The consumer is liable to Alza for any diminished value of goods resulting from handling beyond what is necessary to examine the nature, characteristics, and functioning of the goods.

Upon withdrawal, we will reimburse all payments received from the consumer, including delivery costs, without undue delay and no later than 14 days from the date we receive notice of withdrawal. The refund will use the same payment method as the original transaction (except for cryptocurrency payments), unless expressly agreed otherwise. No fees will be charged for this reimbursement. For cryptocurrency payments, the refund will be issued in Euros at the amount shown on the invoice. However, Alza is not obligated to refund payments before receiving the returned goods or proof of shipment.

The consumer acknowledges that any gifts provided with the order are given under the condition that if the consumer exercises their 30-day right of withdrawal, the gift agreement becomes void. The consumer must return all gifts along with the purchased goods, including any benefits derived from them. Failure to return gifts will be considered unjust enrichment. If returning the gifted items proves impractical, Alza reserves the right to demand monetary compensation equal to the items' standard value.

Withdrawal in other cases

Unlike consumers, business customers do not have a statutory right of withdrawal within 30 days (or 14 days where only the statutory period is indicated for the product) for distance sales transactions. The law only grants this privilege to consumers in this regard.

However, Alza has decided to allow business customers to withdraw from contracts under the same conditions as consumers.

Therefore, if you are a business customer and you have made a purchase, you may withdraw from the contract within 30 days (or 14 days where only the statutory period is indicated for the product) according to the aforementioned rules.

Withdrawal from Alza contract in case of pricing errors

Unless otherwise required by law, Alza reserves the right to withdraw from the contract in cases of obvious pricing errors.

A withdrawal from the contract under this clause can be made within 14 days from the date the purchase contract was concluded between the customer and Alza, with Alza either canceling the order or otherwise declaring the withdrawal from the contract.

If the customer has paid any portion of the purchase price, this amount will be refunded to their bank account within 14 days of cancellation.

Alza may also withdraw from the contract if products designated for specific customer types (consumers, students, employees, etc.) are purchased by ineligible persons.

Security and data protection

You can find full privacy details here.

The seller confirms that all personal data remains confidential and will only be used to fulfill the customer's contract and for the seller's marketing activities (including those conducted with the seller's partners). This data will not be published or shared with third parties, except in situations related to product distribution or payment processing for ordered goods (disclosure of name, account number, and delivery address) or for specific marketing campaigns. The seller ensures no infringement of the data subject's rights, particularly regarding human dignity, and protects against unauthorised intrusion into private life. Personal data voluntarily provided by the customer for order fulfillment and the seller's marketing purposes will be collected, processed, and stored in compliance with legal regulations. The customer consents to this data processing for contract fulfillment and the seller's marketing activities (including business communications sent by the seller or third parties Naspers OCS Czech Republic s.r.o., ID: 023 87727, telemarketing, and SMS) until submitting written objection to:

Alza.cz a.s.
Jankovcova 1522/53
170 00 Prague 7 - Holešovice
Czech Republic

Written objections may also be submitted electronically via the contact form here.

During complaints processing, customers must provide: name, surname, address, phone number, e-mail, and signature, which can be physical or digital. All such personal data will only be processed for claim resolution per legal requirements.

Customers have the right to access their personal data and request corrections, including explanations and rectification of inaccuracies, plus other legal rights regarding this data.

Business hours

Orders can be placed through Alza's online store 24 hours a day, 7 days a week. Alza is not responsible for any failure to maintain these business hours due to system outages or force majeure events.

Store opening hours may vary. Current information about store hours is available here.

Pricing

All prices listed are contractual prices. Both the online shop and physical stores always display current and valid prices.

The prices shown for individual products are final, meaning they include VAT and any other taxes or fees the consumer must pay to acquire the goods. This does not include potential shipping fees, cash-on-delivery charges, or telecommunication costs, which are only displayed during the checkout process and vary based on customer selections.

Promotional prices apply either while supplies last, if limited quantities are indicated, or during a specified time period.

The "original price" (typically displayed crossed-out on the website as part of discount information) refers to the lowest price at which the relevant goods/services/licences (hereinafter referred to as "goods") were offered by Alza in its online shop during the 30 days preceding the discount.

When calculating the original price, individual price reductions and discounts not directly included in the current selling price (such as discount codes that aren't automatically and universally applied) are not considered. This calculated original price remains valid even if the goods receive gradual discounts over a shorter period, though never for more than 90 days.

The customer acknowledges that if goods are ordered at a price published due to an error in Alza's internal systems, Alza reserves the right to cancel the order or withdraw from the contract. This applies even after the customer receives an order confirmation e-mail or after goods have been delivered. In such cases, Alza will notify the customer. Examples of erroneous pricing include:

Prices that are clearly incorrect at first glance (e.g., unrealistically low);

Prices missing one or more digits;

Discounts exceeding 50% when the goods aren't part of a special marketing campaign or sales event marked with a specific symbol.

Alza notes that its information system may automatically display incorrect prices or discounts on products. If there is any doubt about whether goods are genuinely discounted or if an obvious pricing error exists, the customer is obligated to contact Alza to verify the price accuracy.

Alza reserves the right to declare a purchase contract invalid if there has been misuse of personal data, payment cards, or similar circumstances, or due to intervention by administrative or judicial authorities. The customer will be notified of such actions. The customer acknowledges that no valid purchase contract can be formed under these circumstances.

Alza also reserves the right to declare a purchase contract invalid in cases where discount vouchers or coupon codes are used in violation of their terms of use. This applies particularly in the following situations:

The voucher is applied to ineligible products;

The voucher is combined with other discounts, even if such combination isn't explicitly prohibited;

The purchase amount doesn't meet the minimum required threshold for voucher use;

Alza determines the voucher has already been used previously.

Alza for Students

Alza offers its registered users who are verified students through the Iamstudent plattform and holders of ISIC/ITIC cards (hereinafter referred to as "Students") the opportunity to enroll in the Alza for Students program and benefit from the advantages described below. For more information, click here.

A registered Alza user who is a student or holds an ISIC/ITIC card (hereinafter referred to as a "Student") can sign up for the Alza Student Program.

Registration and licence verification: To join the Alza for Students program, students must register their ISIC/ITIC card or verify their status via the Iamstudent plattform in their Alza online shop user profile. This registration can be completed during the final step of the order process under the "Address" section, in the "Alza for Students" section at alza.at/student, or in the "My Alza" user profile (Account settings - Shop as a student). After registering the ISIC/ITIC card, its validity is verified in the ISIC database using the cardholder's first and last name along with the card number. Each ISIC/ITIC card can only be registered to one Alza online shop user profile. The first and last name on the ISIC card must match the name under which the student is registered with Alza.

The validity of the ISIC card is checked with every purchase. If the card expires, Alza reserves the right to automatically remove it from the registered user's (student's) account. This automatic removal terminates the student's membership in the Student program, and Alza will not provide notification.

Alza for Students program benefits: As part of the program, students gain access to discounted "student prices" on select items in the Alza online shop. Student prices are displayed on the Alza website for each eligible product. These products are not visually distinguished or separated from items not eligible for student pricing. Alza continually updates its selection of products available at student discounts.

Another benefit of enrolling in the Alza for Students program includes special promotions (discounts) on select brands, categories, or product groups. An overview of these discounts can be found in the Alza for Students section at www.alza.at/student. These discounts are only valid for a limited time, as indicated for each product.

Discounted prices and promotions are only visible to registered users with a valid ISIC card or verified student status and are automatically applied when adding eligible items to the shopping cart.

Payment terms

Alza accepts the following payment options and:

Payment in advance via bank transfer;

Card payment using MasterCard or Visa through an online payment portal;

Payment via PayPal or Klarna systems;

Payment with cryptocurrencies as per Article 9.5.

Cash payment when paying in-store.

Under the Sales Recording Act, the seller is required to provide the customer with a receipt while simultaneously registering the transaction online with the tax authority. In case of technical issues, this must be completed within 48 hours.

Paying with cryptocurrencies

Alza customers now have the option to pay with cryptocurrencies (e.g., Bitcoin). However, refunds for returned goods will only be issued in the currency specified on the invoice (Euros). The refund amount can be found on the invoice.

Delivery terms

Delivery options

Alza ensures or arranges delivery through transport services and electronically (for digital content delivery).

Alza is not liable for delayed deliveries caused by force majeure or information system disruptions.

All available shipping methods, their current conditions and prices can be found on our Shipping & Delivery webpage.

Delivery schedules account for public holidays both at the destination country and in the Czech Republic and Slovakia.

For in-store purchases, customers may either arrange their own transport or use one of the offered delivery methods.

Additional conditions

Goods purchased at a 0% VAT rate by a customer that is a legal entity and a VAT payer at the time of purchase will only be handed over to a statutory representative of that legal entity or to a person presenting a certified power of attorney. Goods purchased at a 0% VAT rate by a self-employed customer who is a VAT payer at the time of purchase will only be handed over upon presentation of valid identification (ID card or passport).

If goods are purchased by a customer who is a VAT payer at the time of purchase and charged at a 0% VAT rate, the delivery address must be the registered office or place of business as listed in the commercial, trade, or similar register.

The customer is obliged to inspect the shipment immediately upon delivery together with the carrier, verifying the condition of the delivery (number of parcels, intact sealing tape with the company logo, any damage to the box) based on the attached delivery note. The customer has the right to refuse a shipment that does not comply with the purchase contract, for example if the delivery is incomplete or damaged. If the customer accepts such a damaged delivery from the carrier, the damage must be recorded in the carrier’s delivery report.

Any incomplete or damaged shipment must be reported immediately via e-mail to [email protected], and a damage report must be completed with the carrier and sent to Alza without undue delay by fax, e-mail, or post. A delayed claim regarding incompleteness or external damage does not deprive the customer of the right to make a complaint; however, it may allow Alza to demonstrate that there was no breach of the purchase contract.

Claims and dispute resolution

At Alza, your satisfaction is our priority. Should any issues arise, we are committed to resolving them promptly. We have established an internal process to ensure efficient handling of customer complaints.

First step: Contact customer service, available from 08:00 to 20:00, Monday to Sunday, at +41 720 815 999 or electronically via our contact form.

Second step: Use this contact form to reach our dedicated team. For faster resolution, please always reference the original case number, identified in the communication as "CCT" + case number.

Third step: If we are unable to resolve your complaint satisfactorily, the dispute may also be settled out of court. In such cases, buyers can use the online platform for out-of-court dispute resolution. We are committed to participating in the dispute resolution process of the Internet Ombudsman. Online dispute resolution pursuant to Article 14(1) of the ODR Regulation: The European Commission provides a platform for online dispute resolution (ODR), available at this link.

The Digital Services Act (DSA) marks a new era for digital services in the EU. Alza is responding to these changes with a series of measures and procedures that meet and exceed the standards set by the regulation. The security of our platform is one of our top priorities. For this reason, we have established a mechanism for reporting illegal content uploaded by third parties, such as customer reviews. This central reporting hub allows users to easily and proactively contribute to the protection and safety of our online store while improving communication between us, our customers, business partners, and regulatory authorities. All your inquiries, concerns, and feedback will be handled promptly and efficiently.

We have implemented high standards for transparency and content moderation. For example, we provide detailed explanations on this page regarding customer reviews and are happy to explain how content moderation works.

Additionally, we are committed to publishing regular reports on content moderation. These reports, released annually, offer transparent insights into how we handle out-of-court dispute resolutions, account suspensions, and other moderation aspects. Every six months, we also publish the number of active users on our platform.

Regarding cooperation with regulatory authorities, we ensure compliance by providing user information when required. We collaborate with relevant government bodies while also informing affected users about these processes to maintain trust and transparency. Our commitments go even further, as Alza places special emphasis on protecting minors. We have introduced measures such as age restrictions for certain product categories to ensure a safe environment and age-appropriate content.

We also address the issue of dark patterns (manipulative practices leading to unwanted purchases or personal data disclosure) and advertising transparency. All our marketing and advertising efforts are designed to be clear, fair, transparent, and easily understandable for all users.

We recognise the importance of innovation and continuous improvement in response to evolving digital landscapes. Our voluntary adherence to the latest DSA regulations demonstrates our commitment to providing not only a secure but also an ethical and user-friendly environment. We understand that our customers' trust is the foundation of our success, which is why we dedicate significant attention to every aspect of our business, ensuring we meet not just current regulations but, above all, your needs and expectations.

At Alza, we strive to make our online store a place where our vision of shopping with a thought and teleport-based delivery meets the highest standards of security and transparency—guaranteed by us as a trusted online retailer.

Reporting illegal content

Digital services are entering a new era shaped by the European Union's latest regulations in the digital sector. Alza is responding to these changes with a series of measures and procedures that meet and exceed the standards set by these regulations. The security of our platform is one of our top priorities. For this reason, we have established a mechanism for reporting illegal content uploaded by third parties, such as customer reviews. This central reporting hub allows users to easily and actively contribute to the protection and safety of our online store while improving communication between us, our customers, business partners, and regulatory authorities. All your inquiries, concerns, and feedback will be handled promptly and efficiently.

We have implemented high standards for transparency and moderation-related information. For example, in the case of user reviews, we provide detailed explanations on this page, including the review and approval process each rating undergoes. We’re happy to explain how content moderation works.

Additionally, we are committed to publishing regular reports on content moderation. These annual reports include data on the number of illegal content reports submitted under Article 11 of our Terms and Conditions, the actions taken in response, and a transparent overview of how we handle account suspensions and other moderation aspects. We also publish the number of active users every six months.

Regarding cooperation with regulatory authorities, we ensure compliance by providing user information when required. We work with relevant government agencies while also informing affected users about these processes to maintain trust and transparency. Alza places special emphasis on protecting underage users. We have introduced measures such as age restrictions for certain product categories to ensure a safe environment and age-appropriate content.

Users may also submit internal complaints under Article 7 of our Terms and Conditions regarding moderation decisions related to illegal content—including, for example, the removal of your review due to a third-party report through our illegal content reporting mechanism. Complaints can be filed within 6 months of the decision date.

Finally, we address the issue of dark patterns (manipulative practices leading to unwanted purchases or personal data disclosure) and advertising transparency. All our marketing and advertising efforts are designed to be clear, fair, transparent, and easily understandable for all users.

Final provisions

The United Nations Convention on Contracts for the International Sale of Goods does not apply.

The contract shall be concluded in the German language. In case of any dispute regarding the interpretation of terms, the German-language version of the contract shall prevail.

These General Terms and Conditions, including their components, are valid and effective as of the date stated below. They replace and supersede all previous versions of the General Terms and Conditions, including their components.

The UN Convention on the International Sale of Goods (CISG) is not applicable under Article No. 6 and shall not be enforced.

Vienna, October 1, 2025 Back to Alza.at

General Terms & Conditions (GTC)