The rights of liability for defects in the goods for which the quality guarantee applies shall be extinguished if they have not been exercised within the specified period.

In the case of settlement of the claim in the form of replacement of goods, no new time limit shall apply, the time limit starting from the date of receipt of the goods by the buyer shall be decisive.

  1. Quality on receipt

The Seller shall be liable to the Buyer that the item is free from defects upon receipt. In particular, the seller is liable to the buyer that at the time the buyer took over the item,

We guarantee that all features and parameters stated on the website are true and the goods meet all conditions for normal use.

  • the thing has the characteristics which the parties have agreed, and if the agreement lacks such characteristics that the seller or described by the manufacturer or expected by the buyer in view of the nature of the goods and on the basis of the advertising carried out by them,
  • the item is fit for the purpose for which the seller states it is used or for which an item of that kind is usually used,
  • the item is in the appropriate quantity, measure or weight,
  • the matter complies with the requirements of the legislation.

If a defect appears within six months of acceptance, the item is deemed to have been defective when the buyer took possession of it, unless the seller proves otherwise.

If the buyer-consumer claims a defect within 6 months of purchase, it is assumed that the defect has already occurred during the production of the product. Therefore, if the defect is recognized by an authorized service center, the buyer is entitled to:

  1. Removal of defects
  2. Replacement of a defective part of the item
  3. Delivery of a new item without defects
  4. If neither of the above
    is possible, he is entitled to a refund money

This does not apply to goods that the customer himself damages, whether by mistake or intentionally.

lIl. Warranty conditions

  1. Inspection of goods on receipt

The buyer shall check the goods, their completeness and undamaged packaging upon personal receipt from the seller.

Upon receipt from the carrier, the buyer shall duly and carefully check the condition of the shipment (in particular the number of packages, the integrity or damage to the packaging) according to the waybill.

The buyer shall also check the completeness of the goods on the day of receipt, in particular that the package contains everything it should contain.

Any discrepancies must be reported to the seller at the time of personal receipt on the spot, and noted in the handover report upon receipt from the carrier or the buyer may refuse to accept the shipment, or it is always possible to report it to In addition, the seller recommends attaching photo documentation of the damage and packaging in the case of receipt from the carrier.

These arrangements are without prejudice to the statutory time limit for the exercise of rights arising from defective performance. Additional claims for incompleteness or external damage to the consignment does not deprive the buyer of the right to claim, but it gives the seller the opportunity to prove that there is no breach of the contract.

  1. Making a claim

The Seller recommends that for faster processing of the claim, the claim should be filed at the Adeia brick-and-mortar store, i.e. Red salon, Vězeňská 3, 110 00 Prague 1

It is also possible to send a complaint to the address of the seller’s brick-and-mortar store:

Red salon
Vězeňská 3, 111000 Praha 1

The shipment must contain: the claimed goods (including complete accessories).

In addition, the seller recommends attaching a copy of the proof of purchase or other appropriate means to substantiate the warranty of the goods, a detailed description of the defect and sufficient contact details of the buyer (especially return address and telephone number). Without the above, it is impossible to identify the origin and defect of the goods.

The Seller also recommends that you choose the desired method of complaint handling (repair, replacement, credit note, gift voucher).

The Seller shall issue the Buyer with a written confirmation of when the claim was filed, what is its content, what method of settlement of the claim is required, by email immediately after receipt of the claim, in the case of personal application it is delivered immediately. The written confirmation serves only as proof of receipt of the claim. The condition of the goods in which the Buyer has handed over the goods to the Seller will be assessed as part of the complaint procedure.

The Buyer understands that if the Buyer fails to deliver the claimed goods including all accessories received, then in the event of the Buyer’s withdrawal from the contract, the Buyer will be the buyer will be refunded the purchase price less the price of the undelivered accessories.

  1. Exclusions

Breach of the protective seal, information label or serial number exposes the purchaser to the risk of rejection of the claim, unless the damage occurs during normal use. The seals and serial numbers are an integral part of the goods and in no way limit the customer’s right to use and handle the goods to the full extent of the for which the goods are intended.

Furthermore, the warranty does not cover damage caused by (if such activity is not normal and is not prohibited in the enclosed instructions for use):

  1. mechanical damage to the goods,
  2. electrical surges (visibly burnt components or circuit boards) except for normal deviations,
  3. using the goods in conditions that do not correspond to the temperature, dustiness, humidity, chemical and mechanical influences of the environment that is directly intended by the seller or manufacturer,
  4. improper installation, handling, operation or neglect of the goods,
  5. damage caused by excessive loading or use contrary to the conditions specified in the documentation or general principles,
  6. by performing unqualified intervention or changing parameters,
  7. goods that have been modified by the customer (painting, bending, etc.), if the defect is due to this modification,
  8. damage by the elements or force majeure.
  9. the use of incorrect or non-original consumables, nor for any damages resulting therefrom, unless such use is customary; and
    has not been excluded in the enclosed instructions for use

These limitations do not apply if the features of the goods that are in conflict with the above conditions have been expressly agreed between the buyer and the seller, exchanged or declared by the seller, or can be expected in view of the advertising made or the usual manner of use of the goods

  1. Fault testing

Goods submitted for complaint will be tested only for the defect indicated by the buyer (in the complaint form, in the attached defect description sheet). For indication of defect, the Seller recommends a written form, which also means electronic communication.

If the claim is rejected and if the buyer agrees to pay for the repair, the repair will be charged according to the current valid price list of the of the authorised repairer.

The Buyer hereby acknowledges that the Seller does not carry out paid repairs, but only arranges them with authorized service providers, or provides communication, transport, etc. The Seller is not responsible for the repair.

Before the paid repair is carried out, the buyer will be informed of the price of the repair, its scope and the time required to carry it out, and the repair will be carried out no later than 60 days from the day following the Seller’s receipt of the goods The paid repair can only be carried out after the Buyer’s express consent (or on the basis of a concluded service contract) made after the information according to the previous sentence.

If the Buyer is a business and the claim is denied, the Buyer acknowledges that the Seller is entitled to re-invoice the Buyer for the cost of an authorized the cost of the defect diagnosis and shipping according to the price list of the authorized service.

  1. Rejection of a claim

The Seller shall have the right to reject a claim in cases where the goods and/or their components are contaminated or do not meet the basic requirements for hygienically safe submission of the goods for the claim procedure.

  1. Complaint handling

Buyer – consumer

In accordance with the provisions of Section 2, paragraph 1, letter a) of Act No. 634/1992 Coll., on Consumer Protection, as amended, the consumer is a natural person who is not acting in the course of his business or in the course of his independent exercise of his profession.

If the buyer is a consumer, the seller decides on the complaint immediately, in complex cases within three working days. This time limit does not include the time appropriate to the type of product or service required for a professional assessment of the defect.

The Seller shall settle the complaint including the removal of the defect without undue delay, no later than 30 days from the date of the complaint. The period of 30 days is possible after the claim can be extended by agreement with the consumer – such extension must not be for an indefinite or unreasonably long period. After the expiry of the period or the extended period, the defect shall be deemed to have actually existed and the consumer shall have the same rights as if it were a defect which cannot be remedied.

  1. Buyer – entrepreneur

If the buyer is an entrepreneur, the seller undertakes to decide on the complaint within 40 days from the date of the complaint. The buyer will be informed of this decision the entrepreneur will be informed by contact e-mail.

  1. Common provisions

Adeia will issue the Buyer with a written confirmation of the date and manner of the claim, including confirmation of the repair and the duration of the claim, if applicable the reasons for the rejection of the claim.

After the complaint has been settled, the Seller shall notify the Buyer of the termination of the complaint either by telephone, SMS or e-mail. If the goods have been sent by a shipping service, they will be automatically sent to the buyer’s address after processing.

After a claim has been settled by repair or replacement, the warranty of the equipment is extended for the duration of the claim. The duration of the claim is calculated from the day after the claim is made to the day on which the buyer is informed of the settlement.

In case the buyer has full registration (name, surname, address and contact email) Adeia will refund the credited amount through special gift vouchers, which can be used according to the terms and conditions, to which the buyer agrees by concluding the purchase contract.

The buyer is entitled to reimbursement of the costs reasonably incurred in connection with the application of a legitimate claim. These costs are understood to be the least necessary. In particular, the postage costs for sending the claim. These costs may not include the car journey for the claim and express transport and other similar costs. Reimbursement of costs must be requested without undue delay, but at the latest within 1 month of the end of the period for exercising rights under the defective performance.

The buyer is obliged to check the goods received and their compliance with the dispatch protocol of the claim. The Buyer shall also check the completeness of the goods, in particular that the packaging contains everything it is supposed to contain. Later objections will no longer be taken into account.

These arrangements are without prejudice to the statutory time limit for the exercise of rights arising from defective performance.

The Buyer is obliged to accept the complaint without undue delay within 30 days from the day he was informed of its settlement, this period cannot expire earlier than 60 days from the date of the complaint.

In the event that the claim is not accepted by the buyer no later than the last day of the period, the seller will be charged after the expiration of the period for the storage fee for storage of the goods in the amount of 20,- CZK including VAT for each day of delay.

If the buyer does not collect the goods from the settled claim within 6 months from the date of being informed of the settlement, Adeia reserves the right to sell the goods and use the proceeds to pay for storage fees.

When the goods are issued or the credit note is refunded in cash after the claim has been settled, the buyer is obliged to present the document on the basis of which the item was accepted by the claim, and must prove their identity with a valid identity document (ID card, passport) in order to prevent damage and to prevent the laundering of the proceeds of crime. Without the presentation of any of these documents, Alza or its contractual partner may refuse the goods issue or refund a credit note. If the buyer is a legal entity, the goods will only be issued or the credit note will only be paid to the legal entity’s statutory body or to a person who proves that he/she has a certified power of attorney.

  1. Consumables and minimum service life

If the object of the purchase is consumables or if these consumables are part of the purchased goods, the lifetime shall be used instead of the quality guarantee. The service life may be stated in terms of time, the period of the goods or the number of uses or the number of printed tents or otherwise similarly specified. More than one of these durabilities may be specified for the goods.

To make a successful claim, you must comply with all of the following conditions.

The Buyer’s right to claim the goods within the statutory warranty period is not affected. However, the buyer must take into account the above-mentioned facts, as the warranty is does not cover wear and tear caused by normal use of the goods and cannot be confused with the life of the product wear and tear caused by normal use. If you use (not own) the goods for longer than their normal life, it is likely that the defect is due to normal wear and tear, but it is not impossible that it is actually a warranty defect.

Adeia is obliged to indicate the durability of the goods offered, otherwise it is not able to invoke this durability.

  1. Free service

Goods sold with a warranty longer than 24 months are subject to free service after the 24-month period.
In the event of a defect in the goods after the 24-month period, such goods will be accepted for service and will be

  • corrected, or
  • exchanged for another piece with the same or better parameters,
  • if neither of these solutions is possible, a credit note will be issued.

The Seller undertakes to terminate such service within 35 days of receipt of the goods – after this period the Buyer has the right to withdraw from the contract. The rights of defective performance granted by the manufacturer of the equipment are not affected.

VII. Final provisions

The Buyer’s rights under the law are not affected by this Complaints Procedure.

This Complaints Procedure is valid from 1.5.2020

This Complaints Procedure is available at Alza’s headquarters and stores or as a document at