REFUND / RETURN POLICY (concise overview, detailed information follows)

Please note that returns for our handbags are only accepted if they are defective, particularly for our genuine leather and canvas handbags. Here are the key points:

• Returns and exchanges are solely for items with manufacturing defects.
• Before making a purchase, kindly review the item’s size and description.

To initiate a return, email us within 7 days of receiving your handbag at info@nalahbags.co.za, providing essential details (Order number, Invoice number, date of purchase, full name, surname, and delivery date). For items bought from our shops or Stockists, please contact them directly.

In the case of a product defect, we will:

• Fix the identified defect.  (may take up to 20 business days, depending on the defect).
• Replace the faulty product.
• NALAH will choose between repair and exchange after physically inspecting the defective product.

Moreover, NALAH reserves the right to reject returns if items display signs of use, abuse, negligence, wear and tear, or are not in their original condition or packaging.

Product defects do not include damage from:

• Normal wear and tear.
• Modifications to the product.
• Negligence, misuse, or abuse.
• Inadequate care.
• Normal leather marks from regular usage.

Upon receiving your order, carefully check it and promptly inform us if the item is defective, damaged, or incorrect. No returns will be accepted after 7 days from delivery. Unfortunately, we do not allow returns or refunds for sale items or gift cards.

REFUNDS:

• Courier costs and banking fees will not be refunded for valid returns.
• A 10% handling fee will be deducted from the refund for administrative and transactional purposes.
• Nalah Handbags may issue a Voucher instead of a Refund if deemed appropriate.
• Refunds, exchanges, or returns are not guaranteed for non-defective items.
• Always refer to the complete item description/size on the website.

For more information, contact us at info@nalahbags.co.za.

For a detailed Refund and Exchange Policy, please refer to the section below.

• Requests for exchanges, refunds, or returns concerning Nalah bags should be made in writing via EMAIL to our offices exclusively.
• Kindly note that we do not accept communication through phone calls, WhatsApp, text messages, or social media; please direct all correspondence to our offices.
• For any queries regarding items or defective products, reach out to our offices at info@nalahbags.co.za. (Please be aware: We do not offer a contact number as all communication is conducted via email for auditing purposes and accurate record-keeping).
• Make sure to email all relevant details, such as Name & Surname, purchase date, Order numbers, Invoice, and a comprehensive description of the return, exchange, or defect, along with clear photographs.
• Providing all Order Info is crucial for the progress of your request, return, or exchange.
• If you made the purchase from a shop, stockist, or reseller, please contact them directly as the procedure mentioned above does not apply in those instances.

Please send all correspondence to the designated email addresses listed below. Kindly reach out to us via email within three business days at:

• admin@nalahbags.co.za
• info@nalahbags.co.za

Additionally, remember to CC: office@nalahbags.co.za. When contacting us, make sure to provide all essential information:

Subject Line: RECEIVED INCORRECT ITEMS (along with your order number)

Include your complete name, surname, order specifics, purchase date, and photos of the items received.

Our products undergo rigorous quality control checks; therefore, exchanges are only accepted for manufacturing defects. No other returns or change of mind requests will be accommodated. If you receive a damaged, faulty, or factory-defective item, please inform us in writing immediately or within 7 days of receiving your handbag.

Conditions:

• To qualify for a return/exchange, the item must be unused and in its original condition within 7 days of receipt.
• It must be returned in the original packaging.
• A receipt/invoice or proof of payment is required to complete the return.

In the case of a defective product, we are happy to address the issue by:

• Repairing the identified defect (may take up to 20 business days)
• Exchanging the defective product

NALAH reserves the right to decide whether to repair or exchange the product after physically inspecting the defective item. We also reserve the right to decline a return if the item shows signs of use, abuse, negligence, or if it is not in its original condition/packaging.

Product defects do not include damage from:

• Normal wear and tear
• Alterations to the product
• Negligence, misuse, or abuse
• Inadequate care
• Normal leather scratches from usage

STEP-BY-STEP PROCESS:

• Receive an email from Nalah confirming the replacement if the photographs are accepted.
• Send an email to: info@nalahbags.co.za (returns via WhatsApp will not be accepted)
• Subject line: EXCHANGE/RETURN DEFECTIVE ITEM RECEIVED
• Provide full details: Full Name/Surname/Invoice/Order number
• Attach images of the defective item
• Nalah bags will require all relevant purchase information, including receipts/invoices, purchase date, website/store purchase (Failure to provide this info may result in return/replacement refusal)
• For purchases from sources other than the Nalah bags website, refer to the next section (Purchases from a Stockist/Reseller/Market)

Refunds Policy:

• Courier costs will not be refunded as they were paid for delivery to the courier company.
• Only the handbag price will be refunded with authorization.
• A 10% administrative and transactional handling fee will be applied to approved refunds to cover expenses. This fixed fee will be deducted from the total refund.
• Partial refunds may be considered by Nalah Handbags when appropriate.
• Nalah Handbags reserves the right to refuse refunds and may issue a voucher in specific cases.
• Altered items are not eligible for refunds.
• Processing time for approved refunds may vary from 7 to 20 business days.

General Information on Returns/Exchanges or Refunds:

• Returns will not be accepted for change of mind, goodwill, or refunds.
• Leather/Canvas items are customized and not refundable.
• Non-defective items from Nalah Handbags do not qualify for refunds or exchanges.
• Items not suitable for their intended purpose cannot be returned as handbags are only intended to be used as a handbag.
• Craftsmanship issues must be reported within 7 days of receiving the handbag as a defect.
• Bag upgrades are non-refundable.
• Scratches, wear and tear, and natural leather changes are not eligible for refunds or replacements.
• Incorrectly selected sizes or descriptions do not qualify for refunds.

Excluded from Returns:

• Normal wear and tear, alterations, negligence, abuse, or inadequate care are not considered product defects.
• Damage due to wear and tear, alterations, negligence, abuse, or inadequate care is non-returnable.
• Sale/promotional items are non-refundable unless deemed defective.

Wear & Tear Guidelines:

Normal wear and tear may include:

• • Scuff marks (soft or deep scuffs)
  • Scratches
  • Leather losing shape over time (even durable bags may lose form)
  • Leather stretching or softening
  • Stitching may loosen over time
  • Leather bags warping or bending out of shape
  • Vinyl bags warping
  • Canvas fabrics hooking and fraying
  • Canvas fabrics weakening over time
  • Any other damage not listed
  • Damaged zips/buckles

Leather Handles:

• Leather handles are subject to daily wear and tear
• Continuous use can lead to softening/stretching and stitching issues
• Scratches on leather handbags are common

Leather Frames/Bags Warping/Bending/Softening:

• Leather naturally bends, warps, or softens over time
• Adhere to care instructions to reduce these effects

Canvas Handbags: Normal Wear and Tear:

• Canvas may weaken or tear with time
• Overloading can harm leather handles
• Canvas may catch and fray

Terms and Conditions:

• Some frames may lose shape despite reinforcement
• Leather items will naturally change shape
• Refer to our website’s HELP CENTRE for comprehensive care instructions and repair options.

Wear & Tear (Refer to wear & tear section)

Any damage resulting from the following

• Regular leather scratches, folds, or bends
• Normal wear and tear
• Product alterations
• Negligence, misuse, or abuse
• Inadequate care that can be reasonably expected
• Product may bend over time
• Handbag not being cared for and dries out/cracks and the top layer scratches off within time. This forms part of negligence.

Handbag features:

• Leather material, slouch or non-slouch design, stiffness, weight
• Examine each product for specific features
• Understanding that leather products naturally age, changing color and developing character with use is crucial. Proper care will help preserve their beauty.

Excerpt from our Terms and Conditions of Sale:**

• Certain frames are reinforced to maintain an upright position (indicated by a “reinforced Frame” label). This reinforcement ensures the bag retains its shape, but it may conform to the contents over time as leather softens and warps. Although the frame is designed to uphold its shape, it remains flexible and will adapt with use. The reinforcement does not prevent shape changes, as leather naturally evolves over time.

Please note that returns for handbags are only accepted in the case of defects.

Nalah Bags will not facilitate exchanges or replacements for leather items that are pre-ordered, custom-made, or personalized.

Below are the instances where Nalah Bags will not be liable:

• Wear and tear, such as scratching or deformation of items
• Variations in hide color
• Sale or promotional items, gift cards
• Items not maintained according to our Care Instructions (This will cause the bag to crack/ get dry and the top layer of the leather will scuff off)
• Modifications or upgrades on handbags
• Use of the handbag without all components
• Deviation from the described handbag features like size, shape, weight, etc.
• Change of mind, unused items, or damage from regular use
• Reinforced handbags may alter in shape over time due to the nature of leather

For further information, please consult our Terms and Conditions of Sale.

Additional resources:

• Help Center: Care Instructions / Leather Instructions: Nalah Bags
• Frequently Asked Questions: FAQ – Nalah Bags

Here’s the scoop on saving your beloved handbag from the brink of doom (excluding any factory faults/Defects):

• If your bag is feeling a bit under the weather due to life’s adventures.
• Think broken zips, metal bits, leather tears, other leather issues and all that jazz…..

THE RESCUE PLAN:

• Shoot us an email with all the deets: when you bought it, order number, your name, and snaps of the boo-boo.
• Email: info@nalahbags.co.za
• Email Title: REPAIRS
• We’ll send your SOS to the repair wizards for a check-up.
• If fixable, they’ll shoot over a repair quotation.
• Give the green light, ship your bag to us (on your dime).
• Time for surgery! Once done, we’ll bill you, including courier fees.
• Even if the repair is on the house, you’re still footing the courier bill.
• In about 15 workdays, your bag will be back in your arms.
• Note: Some bags might be beyond saving, and we’ll break the news gently.

If you made a purchase from a Shop or Pharmacy:

• Contact the shop or pharmacy directly with your purchase receipt or invoice at hand.
• Remember that each Shop/Pharmacy has its own unique return policies.

If you bought from a Reseller:

• Reach out to the reseller directly and present your receipt or invoice.

If you placed a manual order from Nalah bags:

• Visit our website to review our Returns Policy and Terms and Conditions.
• Manual orders are subject to the Terms and Conditions specified on our website.

For purchases from a Market:

• Nalah bags usually do not participate in markets unless they are quite large.
• If our head office was present at the market, provide market details/dates for invoice verification as we keep hard copies.
• If a stockist or reseller attended the market, contact them directly.
• Ensure you have invoices/receipts or proof of payments available.

If you received a handbag as a gift:

• Politely request the giver for their order/invoice number.

For comprehensive guidance on returning or exchanging items, please check our Returns & Exchange Policies section.