Claims & Returns
Simple. Fast. Reliable.
How do I make a warranty claim and return the goods?
1. Claims at the official brand service centre
Brand service centres offer greater convenience, flexibility, and faster claim resolution. If the product has an official brand service centre, it’s quicker and easier to submit your claim there directly.
Find a brand service centre
2. Via AlzaBox
- Create a claim or withdrawal request through your online account.
- Take the product to any AlzaBox, select “Send,” and enter the case ID. If you have multiple case numbers, enter them one by one.
3. In person
- Prepare the product and bring it to any Alza store .
- To speed up the process, we recommend submitting your claim online before you arrive.
4. By mail or courier
- Create a claim or withdrawal request through your online account.
- Prepare and properly pack the product.
- Attach the claim form, which you can find in your case details, or include a cover letter describing the issue, a copy of the purchase receipt, and the return address, along with an IBAN bank account number for a refund.
- Hand the product over to the shipping company. Use the following return address:
Alza.hu - Returns
Róbert Károly krt. 54-58.
Budapest
1134
I received damaged goods
- If the package was delivered by a courier service, please report the damage within 2 working days of receiving it. Only the recipient can file the claim. You can find detailed instructions on the courier’s official website. After you report the damage, please follow the steps below. If the package was delivered in any other way, follow the instructions directly below.
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In your Alza account, file a new claim (select the “Delivered damaged or incomplete” option), and provide us with the necessary details.
- To speed up the process, please attach photos of the damaged product and its packaging. Once you submit the claim, we will contact you shortly to find the best solution together.
- See here for more information
Do you want to file a claim for a mobile phone or tablet?
Before taking your phone or tablet to a service centre or before submitting a claim, it’s a good idea to try restoring the device to factory settings. Sometimes the issue is caused by an external application and can be resolved quickly this way. Follow our step-by-step guide below to learn how.
How to reset your phone to factory settings
Always back up your data before repairs!
Planning to claim your mobile or tablet, or restore it to factory settings? Don't forget to create a backup of your data first. Phone repairs typically involve restoring factory settings. Below you'll find a guide on how to back up data on different phone brands.
How to back up and restore your phone.
FAQ - Claims
The item I purchased is faulty—what should I do?
You can return the product in person within 30 days of purchase or send it by post with a cover letter to any of our stores. If the 30-day withdrawal period has already expired, you can also submit a claim online in the New claim section. Please describe the fault in detail and attach pictures if necessary.
The purchased product arrived damaged or incomplete
If you notice damage within 48 hours, document it with photos and contact the carrier immediately. Then, in your Alza account, file a new claim online using the "Delivered damaged/incomplete/other" option, providing all necessary details. Follow the same procedure if any items from your order weren't delivered (missing items). After submitting your claim, we'll contact you promptly to resolve the issue.
What documents do I need in order to make a claim?
Please include the purchase receipt or order confirmation number. If you are sending the product by post, attach the Claim form available in your account under Claim details, or include a brief cover letter with a fault description, a copy of the purchase receipt, your return address, and – if you wish – your bank account number for a refund.
Do I need a proof of purchase to make a claim?
No, you do not. You just need to enter your e-mail address, the order number, and the serial number of the product when applicable.
Do I need to send the product accessories?
Yes, you must include any accessories essential for the product's functionality, as their absence may hinder proper diagnostics. We always recommend returning the product with all its original accessories. When returning a television, please include its stand as well, since the screen alone is more vulnerable to damage during shipping.
If one of the accessories has a defect, do I also have to send the main device when making a claim?
Yes, accessories typically cannot be claimed separately. Therefore, we recommend always sending the main device along with them.
Do I need the product's original packaging?
The original packaging is not necessary to make a claim, but it is advisable to use the original packaging when posting the goods to prevent damage.
Can someone else pick up the repaired product for me?
Yes, as long as you designate this person as an authorised person. However, the person collecting the product must have the original claim document.
If you are a business customer, any credit will only be issued to the person listed in the registration.
If you are a business customer, any credit will only be issued to the person listed in the registration.
Will my data be erased from the device?
It is highly likely. If the device can be repaired and in order to eliminate any potential negative effects from third-party applications, it will be returned from the service with reset to factory settings. We recommend that you backup your data regularly — not only before submitting a claim.
The service centre says the product can't be repaired. What should I do?
Simply contact us via the a contact form. Please attach a clear scanned copy or photo of the service report. After coordinating with the supplier, we'll process your refund.
Can I choose between a replacement product or a refund during the warranty claim process?
Yes, you can indicate which solution would work best for you when filing the claim. However, the final decision between repair or replacement will be made by the authorised service center based on their expert assessment.
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.
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.
FAQ - Returns
Can I return the products without giving a reason?
Yes, you can return products to us without giving any reason within 30 days of receipt of the order. The reason for returning does not have to be stated in the return notice. However, we would like to ask you to return the products in their original packaging if possible. If the original packaging is not available, return the products in packaging offering a similar level of protection as the original packaging. Please return your goods undamaged.
General Terms & Conditions
General Terms & Conditions
Can I return the products to the Budapest store?
Yes, you can return the products to the Budapest store within 30 days of receiving your order. We kindly ask you to bring the products in their original packaging, or if this is not available, in packaging that provides a similar level of protection, and without any damage.
Budapest store
Budapest store
How do I return products?
If you are returning within 30 days of purchase, first, you must register the return online by logging in to your My Alza account and filling in the required information in the Return section. Please return the product with a delivery receipt to the following address: Alza.hu, Budapest, 1134 Róbert Károly krt. 54-58.
You can also return products in person to this address: Alza.hu, Budapest, 1134 Róbert Károly krt. 54-58.
To ensure we can process your refund as quickly as possible, please provide the following details: your order ID, contact information, and for card payments, the name of your bank, your IBAN account number, and the SWIFT code. We can initiate the transaction once we have this information.
You can also return products in person to this address: Alza.hu, Budapest, 1134 Róbert Károly krt. 54-58.
To ensure we can process your refund as quickly as possible, please provide the following details: your order ID, contact information, and for card payments, the name of your bank, your IBAN account number, and the SWIFT code. We can initiate the transaction once we have this information.
Can I return any product?
You can find the list of non-returnable products in Chapter IV of the General Terms and Conditions.
When will I get my money back?
For online card payments: Refunds to your bank account are processed within 14 days from the receipt of the returned products or from the date of withdrawal in case of international transfers.
PayPal Payments: The refund to your PayPal account is processed immediately once we receive the returned product or your withdrawal is confirmed.
PayPal Payments: The refund to your PayPal account is processed immediately once we receive the returned product or your withdrawal is confirmed.
In what condition should I return the goods?
Products must be returned in the same condition as when they were received by the customer. This includes returning all documentation included with the original order, ensuring the products and components are undamaged, clean, and in their original packaging. If the returned product includes any containers, they must be emptied before being sent back.
To prevent damage during transit, we kindly ask that you return products in their original packaging whenever possible. If the original packaging is unavailable, please use packaging that provides a similar level of protection.
To prevent damage during transit, we kindly ask that you return products in their original packaging whenever possible. If the original packaging is unavailable, please use packaging that provides a similar level of protection.
Do I have to return the free gift that came with the main product?
Yes, if you're returning the main product, please kindly return any complimentary gifts received with it as well.
Summary of the Alza.hu claims process
When you file a claim, you will be given a claims number (RMA).
After receiving your product, our technicians will inspect it and either repair or replace it depending on the nature of the defect.
We'll keep you informed throughout the process so you always know your claim's current status.
We always strive to resolve your claims as quickly as possible – no later than within 30 days.
What should I do if...
I would like to withdraw from my purchase
You can return the product within 30 days of purchase. Simply complete the online form and drop off the item at an AlzaBox, our store, or send it via courier.
30-day return policyThe product arrived damaged
- If you notice the damage within 48 hours of receipt, contact the shipping company immediately
- In any other case, contact our customer service at +36-1-701-1111 or bring the product to any Alza.hu store, as soon as possible
- We recommend that you prepare photo documentation and return the product along with the packaging and accessories
- Learn more here File claim online
Need help with something else?
Contact our call centre
06-1-701-1111