Returns /Exchange & Cancellation Policy

Returns & Exchange Policy - Nalah Signature Collection

🔁 Nalah Bags Returns & Exchange Policy

Because Your Bag Deserves the Best

Every item in our Signature Collection is handcrafted and made-to-order in our own factory. Our policy is designed to protect both our customers and the quality of our bags.

📧 How to Submit a Return or Exchange

  • ❌ Do not send requests via WhatsApp – it’s for general enquiries only
  • Report issues within 7 days of delivery or for any 6 month Warranty Claims immediately
  • ✅ All requests must be emailed to info@nalahbags.co.za with supporting documents:
  1. Clear photos of the issue
  2. Your full name + order number
  3. A short description of the problem
  4. Proof of purchase (invoice/receipt)

 

🔁 Included and Excluded from our Policy– Quick  Guide

✅ Included (Repairs & Exchanges)

❌ Excluded (Not Accepted)
👜 Wrong item delivered 💭 Change of mind (colour, size, strap length)
🧵 Manufacturing defects (zippers, clasps, buckles, stitching, handles/straps detaching)

Within 7 days and within 6 Months of receipt

 General Returns not accepted:

😕 Subjective dissatisfaction/ Not suitable

✔️(e.g., “not suitable/ Not for purpose”)
⏳ Defect within 6 months (covered under warranty) ⚠️ Normal wear & tear, accidental damage, liquid or ink damage, Scratches or scuffs, chemical damage, misuse and incorrect care products
📦 Requirements within 7 days : unused, undamaged, in original packaging (box, tags, tissue) 🐂 Leather natural variations:

✔️sun-lightening, patina, minor dark spots, colour absorption, Leather Stretching
✔️ Handbags used as intended only ❌ Incorrect inners

✔️Each inner is bag-specific, not interchangeable
🛍️ Sale, promo, Black Friday / Factory flawed Sale items
🎁 Gift cards & Sample Collection pieces

 

⏳ Assessment Timeline

  • Inspection: 5–7 business days
  • Outcome communicated by the 7th business day

🚚 Shipping / Courier Costs

  • Incorrect item received: Nalah Bags covers shipping costs
  • Defective item received within 7 days: Nalah Bags covers shipping costs
  • All warranty claims (after 7 days and within 6 Months): Shipping to and from the factory is customer’s responsibility

Order Cancellations & Changes During Production

  • Within 48 hours of placing your order: Requests for changes or cancellations may be considered on a case-by-case basis.
  • After 48 hours: No changes or refunds can be accommodated.

💡 Why: Once 48 hours have passed, your leather has already been purchased and your product is in the early stages of production, making cancellations or refunds impossible.

🎨 Quick Leather Reminder and not classified as Factory defects

  • Lightens in sunlight
  • Develops patina over time
  • May absorb colour from fabrics/spills
  • Leather scratches
  • Improper care of your Leather goods

💌 Questions? Email info@nalahbags.co.za

Returns & Exchange Policy- Nalah Curated Collection

📦 Quick Guide: Nalah Curated Collection – Returns & Exchanges

👜 Which Products are these? They are all listed under the curated by Nalah Collections:

  • 🖤 Printed webbing straps
  • ✨ PU straps
  • 🧵 Bonded leather
  • 🎒 Synthetic & fabric products

⚠️ Important to Know

  • Curated Collection items are not made in the Nalah Factory.
  • They’re carefully sourced from trusted suppliers.
  • These are more affordable styles, so they don’t include our 6-month warranty like the Signature Collection.

⏳ Warranty & Support

  • We can only assist with issues reported within 7 days of delivery.
  • After 7 days, returns or exchanges are not possible.

💡 Tip: Check your order as soon as it arrives and let us know right away if there’s a concern — we’re happy to help!

👀 Quick Look (Curated Collection)

✅ Affordable alternatives
✅ Stylish & functional
❌ Not made in Nalah Factory
❌ No 6-month warranty
⏳ Support: 7 days after delivery

Refund Policy

Refund Policy

👜 Nalah Bags Refund Policy – Quick Guide

✨ Made-to-Order & Nalah Products

  • Refunds are not offered on made-to-order items once production has begun.
  • Once leather is purchased, cut, or your bag enters production, no refunds are permitted.
  • Only defective items qualify for repair or replacement.

⚠️ Refunds are not permitted if:

  • You request earlier delivery but your order still arrives within the 23–25 business day timeframe (as shown on your profile and emailed ETA).
  • Early deliveries are not guaranteed and do not warrant a refund.

📩 All defect requests must be emailed to info@nalahbags.co.za.
(WhatsApp messages are not accepted.)

💛 Why This Policy Matters

  • Every Nalah bag is handcrafted with slow fashion principles.
  • Our policies honor the labor and artistry behind each bag.
  • Fairness is maintained across all orders.

💵 Rare Refunds

Refunds are extremely rare and only considered if we cannot fulfill your order.

  • Processing time: 10–15 business days
  • Returned to the same payment method used for purchase

🤝 Need Help?

We’re always happy to assist with any questions within the scope of this policy.
Please note: requests outside this policy cannot be negotiated.

Manufacturing Defects

What is a Defect?

🔍 Nalah Bags – Defects Policy Quick Guide :

✅ Manufacturing Defects

❌ Not Considered a Defect (Excluded)
✅Malfunctioning zippers ❌Normal wear & tear from everyday use (scuffs, scratches)
✅Faulty buckles ❌Leather softening, stretching, or natural creases over time
✅Loose, unraveling, or coming apart stitching ❌Natural marks: bite marks, scars, veins, or texture variations in leather
✅Broken or improperly secured rivets ❌Color or texture differences between bags or parts of a bag
✅Magnetic closures that do not function ❌Handbag frames (Petite Lianay & Desiree) bending or warping through normal use*
✅Strap clasps that do not fasten properly and trigger hooks ❌Usage-related damage from negligence, misuse, or improper care. This includes damage arising from any liquids/Inks or Harsh Chemicals.
✅Handles that are unstable or detaching ❌Sun damage, water/sea air exposure, or electrical exposure
✅Plastic screw caps not holding handles securely (if received this way and within 7 days) ❌Unauthorized alterations
❌Loss of plastic screw caps over time (natural loosening)
❌Darkening or patina in isolated spots due to moisture, oils, friction, or environmental conditions
❌Personal preference issues (size, color, texture not as expected)

* Note: Frame warping from normal use is not a defect, but can be repaired if needed.

⚠️ Warranty & Reporting

  • All Defects in our Signature Collection and Curated by Nalah Collection must be reported within 7 days of receipt for return or replacement consideration
  • Products used beyond 7 days fall under our 6-month repair warranty, covering only manufacturing-related faults listed above.
  • Curated by Nalah Collection is not included in the 6 month Repair Warranty*
  • Email all defect reports to: info@nalahbags.co.za, including photos and order details

💡 Key Notes:

  • Nalah Bags leather is full-grain, natural leather, so variations in color, texture, and patina are normal and expected
  • Transparency and fairness are our goal while upholding high standards of craftsmanship

Standard Repair Warranty

Standard Repair Warranty

🔧 Nalah Bags – 6 Month Warranty- Quick Guide

The Nalah Signature Collection

✅ Repairable Items

❌ Not Repairable (Excluded / Wear & Tear)
✅Faulty zippers ❌Regular wear and tear
✅Broken or faulty buckles ❌Scratches, scuffs, or creases from daily use
✅Loose or coming apart stitching (excluding scuff damage) ❌Natural leather features: bite marks, veins, scars, burn marks, surface scratches
✅Broken or improperly attached rivets ❌Negligence, misuse, or improper care
✅Non-working magnetic closures ❌Liquid damage (water, Wine, Inks, Chemicals or any other liquids)
✅Malfunctioning strap clasps and Trigger Hooks ❌Electrical surges or environmental exposure
✅Handles that aren’t functioning properly excluding Screw Caps this not part of repairs ❌Unauthorized alterations
✅Warped or bent frames of reinforced handbags ❌Natural stretching or softening of leather
❌Loss of shape or frame bending from normal use
❌Sun damage or fading
❌Color or texture differences due to natural leather variation
❌Products that meet description but do not suit personal preferences
❌Isolated darkening / patina from oils, friction, moisture, or environmental factors

⚠️ Important Notes:

  • Items must be unused and in original packaging if received within 7 days
  • Items within the 6 month warranty must be emailed once manufacturing defect is noticeable.
  • Darkening or patina in specific areas is natural and non-repairable and not part of our 6 month Warranty Policy
  • Nalah Bags is not liable for damage from negligence, misuse, or lack of care or general wear and tear.

📝 Warranty Process – Step by Step

  1. Report the Repair – Email info@nalahbags.co.za with:

  • Images showing the defect for us to establish if the product is repairable.
  • Order number and purchase date
  • Supporting documents (invoice/receipt)

EMAIL SUBJECT : Warranty Repair – [Order Number]

  • Item Condition – Only items included in our Policy are accepted
  • Submit Documentation – Clear images + description + order confirmation
  • Inspection Approval – Our team confirms if repairable (response within 3 business days)
  • Repair Timeline – 7–10 business days (excluding courier transit and weekends/public holidays)
  • Repair Completion & Return – Tracking number provided; total process ~15 business days

✉️ Communication Policy

  • All repair requests must be via email: info@nalahbags.co.za
  • WhatsApp is not accepted for repair requests or follow-ups

Nalah Curated Collection:

⚠️ Important to Know

  • Curated Collection items are not made in the Nalah Factory.
  • They’re carefully sourced from trusted suppliers.
  • These are more affordable styles, so they don’t include our 6-month warranty like the Signature Collection.

⏳ Warranty & Support for the Curated Collection

  • We can only assist with issues reported within 7 days of delivery.
  • After 7 days, returns or exchanges are not possible.

💡 Tip: Check your order as soon as it arrives and let us know right away if there’s a concern — we’re happy to help!

Out of 6 Month Standard Warranty Repairs

🔧 Nalah Bags – Repairs Quick Guide

✅ Repairable Items in our Signature Collection

❌ Not Repairable (Excluded / Wear & Tear)
✅Faulty zippers ❌Regular wear and tear
✅Broken or faulty buckles ❌Scratches, scuffs, or creases from daily use
✅Loose or coming apart stitching (excluding scuff damage) ❌Natural leather features: bite marks, veins, scars, burn marks, surface scratches
✅Broken or improperly attached rivets ❌Negligence, misuse, or improper care
✅Non-working magnetic closures ❌Liquid damage (water, Wine, Ink, Chemicals etc)
✅Malfunctioning strap clasps and Trigger Hooks ❌Electrical surges or environmental exposure
✅Handles that aren’t functioning properly excluding Screw Caps this not part of repairs ❌Unauthorized alterations
✅Warped or bent frames of reinforced handbags ❌Natural stretching or softening of leather
❌Loss of shape or frame bending from normal use
❌Sun damage or fading
❌Color or texture differences due to natural leather variation
❌Products that meet description but do not suit personal preferences
❌Isolated darkening / patina from oils, friction, moisture, or environmental factors

⚠️ Important Notes:

  • Repairs outside warranty are a paid service; costs are based on inspection
  • Courier fees (to/from factory) are the customer’s responsibility
  • Repairs only begin after full payment of the quote
  • Darkening or patina in specific areas is natural and non-repairable
  • Nalah Bags is not liable for damage from negligence, misuse, or lack of care or general wear and tear.
  • The Nalah Curated Collection is excluded from our Repairs.

📝 Repair Process – Step by Step

  1. Report the Repair – Email info@nalahbags.co.za with:

  • Images showing the defect for us to establish if the product is repairable.
  • Order number and purchase date
  • Supporting documents (invoice/receipt)

EMAIL SUBJECT : REPAIR – [Order Number]

  • Item Condition – Only items for repair are accepted
  • Submit Documentation – Clear images + description + order confirmation
  • Inspection Approval – Our team confirms if repairable (response within 3 business days)
  • Receive Quotation – Includes repair costs + return courier charges
  • Accept & Pay – Repairs start only after payment
  • Send Item – Use courier or Pudo Locker; shipping at your cost
  • Repair Timeline – 7–10 business days (excluding courier transit and weekends/public holidays)
  • Repair Completion & Return – Tracking number provided; total process ~15 business days

✉️ Communication Policy

  • All repair requests must be via email: info@nalahbags.co.za
  • WhatsApp is not accepted for repair requests or follow-ups

Non Defects – Wear & Tear- Excluded from Returns/Exchanges/ Refunds

Non Defects & Wear and Tear Excluded from our Returns/Refund Policy

🚫 Nalah Bags – Items Excluded from Exchanges & Refunds

❌ Not Covered / Excluded

📝 Details / Notes
🚫General Wear & Tear ⚠️Everyday scuffs, scratches, creases, leather softening over time; discoloration, staining, liquid damage, color transfer, or marks from misuse or external factors
🚫Natural Leather Characteristics ⚠️Bite marks, veins, burn marks, healed scars, surface scratches, wrinkles, natural grain inconsistencies, variations in color or texture
🚫Improper Use or Neglect ⚠️Rough handling, overloading, water exposure, mold, lack of care, electrical surges, corrosion, sun damage, leather warping, unauthorized alterations or DIY repairs, Liquid/ Ink Damage
🚫Product Specification Discrepancies ⚠️Items not matching personal preference, size, color, or style despite accurate product description; consult sizing charts before purchase
🚫Loss of Components ⚠️Missing plastic screw caps due to wear or movement; must check and tighten regularly as per Care Guide
🚫Darkening in Specific Areas ⚠️Not a defect; caused by moisture, oils, friction, or environmental factors; part of natural patina of Diesel full-grain leather
🚫Excluded Product Categories ⚠️Sale items, promotional purchases, Black Friday deals; these are non-returnable and non-refundable
🚫Full Grain Leather ⚠️Natural wrinkles, scars, stretch marks, bite marks, fiber variations; surface scratches may improve with leather balm but deeper marks are permanent
🚫Laminated Bags ⚠️Minor marks or lamination bubbling from improper care or moisture; follow care instructions to avoid voiding support
🚫Canvas Handbags ⚠️Wear over time at pressure points, sun or friction damage, overloading causing seam/ leather tab damage
🚫Color Variations ⚠️Differences due to screen displays or leather batches; not considered defects
🚫Sizing Information ⚠️Customers must check Size Charts, product imagery, and full descriptions before ordering
🚫Plastic Screw Caps ⚠️Caps may loosen due to normal bag movement; lost caps are not eligible for free replacement

⚠️ Key Notes:

  • These exclusions are clearly outlined in: Product Descriptions, Care Instructions, Returns & Exchange Policy, and Terms & Conditions
  • Following these policies ensures fairness, quality, and transparency for all customers

 

Warping/ Bending - Reinforced Handbag Frames (Original Petite Lianay & Desiree)

👜 Handbag Frame Guide

👜Reinforced Handbag Frames

👜Non-Reinforced Handbag Frames
👜Models: Original Petite Lianay & Original Desiree 👜Models: Petite Lianay 2.0 & Desiree 2.0
👜Designed to stand tall and provide structure 👜Softer, more relaxed frame for a casual, slouchy look
👜Frames may bend or warp slightly over time — natural with leather 👜May not always stand upright; gentle folds and creases develop naturally
👜Made with natural leather — not plastic or steel — which bends, stretches, and warps 👜Soft, unreinforced structure allows for everyday softness and character
👜Repairable: Warped frames can be fixed if needed 👜Unique creases and folds are part of the bag’s charm and not considered defects
👜Ideal if you want your bag to maintain its upright shape 👜Ideal if you prefer a slouchy, relaxed silhouette

 

Plastic screw Caps Policy

🔩 Nalah Bags – Screw Caps Guide

✅Scenario

✅What to Do / Notes
⚠️Missing or Loose Screw Caps ⚠️Not considered a defect — caps can loosen naturally due to bag movement and wear. Always check and tighten as outlined in our Care Instructions.
⚠️Upon Receiving Your Handbag ⚠️Check all screw caps are securely fastened within 7 days of delivery.
⚠️Faulty Screw Cap (Within 7 Days) 1. 📸 Take a clear side photo of the loose cap (different models exist).
2. 📧 Email the photo to info@nalahbags.co.za.✅We’ll send a replacement cap at no charge, including courier/Pudo delivery.
⚠️Standard 6-Month Warranty Covers faulty or stripped screw caps only.

✅Free replacements with delivery included.

⚠️ Lost screw caps are not covered.
⚠️Lost Screw Cap (After 6 Months) Replacements available for R25 + delivery.
📸 Send a clear photo of your remaining caps to match the correct model.
✅We can assist with identifying the cap type if needed.

 

How to exchange when received as a Gift or a Market

🛍️ Purchased from a Shop, Pharmacy, Reseller, or Market?

If you bought your item from a shop, pharmacy, or reseller:
➡️ Please contact them directly for any returns or exchanges.
🧾 Be sure to have your receipt or invoice on hand.
📌 Each location has its own return policy, and they will assist you according to their terms.

✉️ If You Placed a Manual Order with Nalah Bags

Kindly review our Returns Policy and Terms & Conditions on the website.
📃 Manual orders follow the policies listed there.

🎪 Purchased at a Market?

Nalah Bags only attends select major markets.

  • If our head office was present, please share the market name and date so we can verify your invoice (we keep hard copies on file).

  • If a stockist or reseller was trading at the market, contact them directly for assistance.

📸 Always keep your proof of payment or receipts ready.

🎁 Received a Nalah Bag as a Gift?

To assist with any queries, kindly ask the gift giver for their order number or invoice.

For all the details, visit our Returns & Exchange Policies on the website. We’re here to help! 😊