Understanding Product Lifespan & Standard Repairs Warranty

All of our products are handcrafted with care and designed for everyday durability; however, no product is indestructible or made to last forever. The lifespan of your bag depends on how it is used, stored, and cared for over time.

Factors such as general wear and tear, exposure to elements, and especially overloading with heavy items can impact the structure of the bag, often causing seams to loosen or come apart, as materials are designed for normal use within reasonable limits.

While rare, manufacturing defects can occur, and our Standard Repairs Warranty will cover such defects within 6 months of purchase.

Please note that a product’s age alone does not determine its condition, and the warranty does not extend to damage caused by wear and tear, misuse, or lack of care.

Warranty & Repairs

Standard Repair Warranty within 6 Months

🛠️ Nalah Bags – 6-Month Repair Warranty Guide

This is covered within 6 months of purchase

 ✅ What IS Covered

  • Faulty zippers
  • Broken or faulty buckles
  • Loose or coming-apart stitching Straps/ Bag or Lining (manufacturing defects only and does not apply if the stitching came apart from neglect or misuse)
  • Broken or incorrectly attached rivets
  • Non-working magnetic closures
  • Faulty strap clasps or trigger hooks
  • Handles that are detaching, unstable, or not functioning correctly

Please note:

Overloading your bag with heavy items may cause stitching to pull apart or break over time. When stitching failure is due to a manufacturing defect (e.g. missed stitches), it typically occurs shortly after use.

 

❌ What Is NOT Covered

  • Normal wear and tear from daily use
  • Scratches, scuffs, creases, or marks from use
  • Natural leather features (veins, scars, bite marks, surface marks)
  • Negligence, misuse, or improper care
  • Water or liquid damage, including sea air
  • Sun damage or fading
  • Natural stretching, softening, or loss of shape over time
  • Colour or texture variations in natural leather
  • Leather discoloring
  • Darkening or patina from oils, friction, or moisture
  • Build up from Waxes used or incorrect/unauthorized products used to Condition your product.
  • Unauthorized alterations
  • Items that match the description but don’t meet personal preference
  • Natural patina or darkening is normal and not repairable.
  • Damage from negligence, misuse, or general wear and tear is not covered.

 

⚠️ Important Notes

Nalah Bags will not cover your Courier fees to our Factory (We only cover Courier fees if the product is within 7 days of receipt)

  • Repairs will only begin once the quote has been approved and paid
  • Natural patina or darkening of leather is normal and cannot be repaired
  • We are not liable for damage caused by negligence, misuse, or improper care
  • Our handbags are handmade, and while rare, defects can occur. This is why we offer repair services to support the quality and longevity of our products.

📝 Warranty Process – Step by Step *Within 6 Months)

  • All returns, repairs and exchanges must be submitted through the official Returns & Repairs Form on our website below.
  • ❌ Requests via WhatsApp, social media, or phone cannot be accepted.
  • Communication and updates are provided by email only.

📝 Step-by-Step: How to Submit a Request

STEP 1 – Complete the Online Form

Scroll to the end of this page and complete the Returns & Repairs Form.

You will be asked to provide:

  • Full name and email address
  • Order number and product name
  • Date of purchase
  • Whether the item is under or over 6 months
  • Description of the issue
  • Photos showing the problem

 

STEP 2 – Upload Clear Images

At least one photo is required so we can assess the item accurately. Blurry or unclear images may delay your request.

STEP 3 – Submit & Wait for Assessment

  • Our team reviews submissions within 3–7 business days.
  • You will receive an email confirming whether the item qualifies for:
  • Free warranty repair (Courier Costs for your own account)
  • Paid repair quote
  • Exchange or return (where applicable)

 

STEP 4 – Send the Item (If Approved)

If your request is approved, you will receive instructions on where to send the item and any related costs (If required). All courier Costs related to sending the item to our Factory is for your own account.

We usually provide our closest Pudo Locker details for all Returns/ Exchanges or Repairs

STEP 5 – Repair or Outcome

  • Repair time: 10–15 business days
  • Total process including courier: approx. 18 business days
  • A tracking number will be provided once completed.

Out of 6 Months Repairs on Products

Nalah Bags – Repairs Quick Guide

What We Can Repair:

We are happy to assist with the following manufacturing-related issues:

  • Faulty zippers
  • Broken or defective buckles
  • Loose or coming-apart stitching (straps, bag, or lining – manufacturing defects only)
  • Broken or incorrectly attached rivets
  • Non-functioning magnetic closures
  • Faulty strap clasps and trigger hooks
  • Handles that are not functioning properly (excluding screw caps)
  • Warped or bent frames on reinforced handbags

Please note:

Overloading your bag with heavy items may cause stitching to pull apart or break over time. When stitching failure is due to a manufacturing defect (e.g. missed stitches), it typically occurs shortly after use.

What We Cannot Repair

The following are not covered:

  • Normal wear and tear
  • Scratches, scuffs, or creases from daily use
  • Natural leather characteristics (veins, scars, marks, surface scratches)
  • Damage caused by negligence, misuse, or lack of care
  • Water or liquid damage (including exposure to sea air)
  • Sun damage or fading
  • Natural stretching or softening of leather
  • Loss of shape from regular use
  • Colour or texture variations in natural leather
  • Leather discolouration
  • Darkening or patina from oils, friction, or moisture
  • Build-up from waxes or use of incorrect/unauthorized conditioning products
  • Unauthorized alterations
  • Items that match the description but do not meet personal preference

Important Information

  • Repairs outside of warranty are paid services and will be quoted after inspection
  • All courier costs (to and from our factory) are for the customer’s account
  • Repairs will only begin once the quote has been approved and paid
  • Natural patina or darkening of leather is normal and cannot be repaired
  • We are not liable for damage caused by negligence, misuse, or improper care
  • Our handbags are handmade, and while rare, defects can occur. This is why we offer repair services to support the quality and longevity of our products. Any products failing within the 6month Warranty are covered and repaired at no cost.

How the Repair Process Works

All returns, repairs, and exchanges must be submitted via the official Returns & Repairs Form on our website.

❌ Requests via WhatsApp, social media, or phone will not be accepted
📧 All communication and updates are provided via email only

Step-by-Step: How to Submit a Request

Step 1 – Complete the Online Form

Scroll to the bottom of the page and complete the Returns & Repairs Form.

  • You will need to provide:
  • Full name and email address
  • Order number and product name
  • Date of purchase
  • Confirmation if the item is under or over 6 months old
  • A description of the issue
  • Clear photos of the problem

Step 2 – Upload Clear Images

At least one clear photo is required for assessment.
Blurry or unclear images may delay your request.

Step 3 – Submit & Wait for Assessment

Our team reviews submissions within 3–7 business days

  • You will receive an email confirming whether your item qualifies for:
  • A free warranty repair
  • A paid repair quote
  • An exchange or return (if applicable)

Step 4 – Repair Quote & Approval

  • If a paid repair is required:
  • A quotation will be sent approximately 7 business days after submission if it is a payable  repair.
  • Timing may vary depending on the complexity of the repair and supplier input
  • Once approved, an invoice will be issued
  • Please note: Courier fees will be included in your quote.

Step 5 – Send the Item

If approved:

  • You will receive instructions on where to send your item
  • Courier costs to our factory are for your account
  • We typically provide the nearest PUDO locker details for convenience and costing as it is much more affordable than regular Courier fees

Step 6 – Repair & Completion

  • Repair time: 10–15 business days
  • Total process (including courier): approximately 18 business days
  • A tracking number will be provided once your item is returned

    Before Submitting Your Repair Request


    Please read the following carefully before completing the form below:

    • All repair requests must be submitted through this official form only.

    • Requests sent via WhatsApp, social media, phone call, or email will not be accepted.

    • Please allow up to 7 business days for assessment once your completed form has been received.

    • Smartphone images are accepted. Maximum upload size is 10MB per image.

    • If your images are too large to upload, please upload a screenshot or compressed version.

    • If your bag was purchased at a market or event (including Innibos), the original event tag/sticker must still be attached and visible in one of the uploaded images as proof of purchase.

    • Incomplete submissions or unclear images may delay the assessment process.

    Upload clear images of the issue (minimum 1 image required)

    Please confirm the following before submitting your repair request:

    • General wear and tear is excluded from warranty.

    • Natural leather characteristics are not considered defects.

    • Misuse, accidental damage, incorrect leather care products, scratches, discoloration, dirt marks, and personal preference concerns are excluded.

    • Repairs older than 6 months may be assessed and quoted for if repairable.

    • All courier costs remain the customer’s responsibility.

    • Approved warranty repairs within 6 months will be repaired free of charge, excluding courier costs.

    • Nalah Bags only covers courier costs if a defect is reported within 7 days of receiving the item.

    • Approved repairs may be sent to our designated Pudo Locker at the customer’s cost.