Returns / Exhange and Cancellation Policy

Returns & Exchange Policy

🔁 Nalah Bags – Returns & Repairs Policy

All Nalah Bags products are handcrafted in our factory.
This policy is aligned with the Consumer Protection Act (CPA) and explains how returns, repairs, and exchanges are handled clearly and fairly.

📌 Important to Note

  • All return, repair, or exchange requests must be submitted via the official Returns & Repairs Form on our website to be valid, this is the only form for any exchanges/ Returns that are accepted.
  • Requests sent via WhatsApp, social media, or phone cannot be accepted and will not be taken into account and are not our valid channels of reporting a defect, incorrect item or any other complaint.
  • All communication and updates are provided by email only.

📝 How to Submit a Request

Step 1 – Complete the Online Form (All orders received within 7 days)

Scroll to the bottom of this 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
  • Whether the item is received within 7 days.
  • A brief description of the issue
  • Clear photos showing the problem

Step 2 – Upload Clear Photos

At least one clear image is required to assess your request.
Unclear or blurry photos may delay processing.

Step 3 – Assessment

  • Requests are reviewed within 3–5 business days
  • You will receive an email confirming whether the item qualifies for:
  • Free warranty repair
  • A paid repair quote
  • Exchange or return (where applicable)

Step 4 – Sending the Item

If approved, you will receive instructions on:

  • Where to send the item.
  • We provide Pudo Locker details
  • Nalah Bags will cover all courier fees if item is reported within 7 days on this form only.
  • Any older requests or submissions are handled within the Standard Repairs Warranty.

Step 6 – Repair & Completion

  • Repair time: 10–15 business days
  • Total process (including courier): approx. 18 business days
  • A tracking number will be sent once the item is dispatched back to you

⏱ CPA Timeframes

  • Defects or incorrect items must be reported within 7 days of delivery
  • Warranty applies for 6 months from the date of receipt; Warranty Repairs to be reported within the Warranty Section: Standard Repair Warranty – Nalah Bags

✅ What Is Covered within 7 days of receipt 

  • Manufacturing-related issues, including:
  • Faulty zippers, buckles, or hardware
  • Loose or detached stitching
  • Broken rivets or strap hooks
  • Magnetic closures not working
  • Handles or straps detaching
  • Plastic screw caps (if reported within 7 days)

All items older than 7 days

Please view our Standard Repair Warranty and follow the step by step Instructions: Standard Repair Warranty – Nalah Bags

Items Under 6 Months

  • Manufacturing defects are repaired free of charge
  • Courier costs are for the customer’s account

Items Over 6 Months

  • Warranty no longer applies
  • Repairs may be quoted if repairable

 

❌ What Is Not Covered (Not Defects Under the CPA)

The following are not classified as defects and cannot be repaired:

  • Normal wear and tear (scuffs, scratches, creasing)
  • Hair-on-hide shedding or friction wear
  • Natural leather characteristics (veins, scars, texture variation, patina)
  • Dirty or poorly maintained handbags
  • Colour variations between leather pieces
  • Frame bending from use
  • Damage caused by liquids, sun, chemicals, or negligence
  • Lost plastic screw caps over time
  • Personal preference (size, colour, lining, texture)
  • Any third-party repairs or alterations

🚚 Courier Costs

  • Incorrect item or defect reported within 7 days → Nalah Bags covers courier
  • Warranty claims after 7 days within 6 Months → Customer covers courier
  • Out of Warranty Paid repairs → Courier costs added to the repair quote

🛍 Final Sale Items

The following cannot be returned or exchanged:

  • Sale and Black Friday items
  • Factory-flawed or sample pieces
  • Gift cards

✉️ Communication

All returns and repairs are handled via the online form and email only.
WhatsApp or social media messages cannot be used to process claims and are not a valid form of reporting.

Need Assistance?

Please complete the Returns & Repairs Form below and our team will gladly assist you.

Refund Policy

👜 Nalah Bags – Refund Policy

Made-to-Order Products

All Nalah Bags are handcrafted to order.

Once production has started — including leather being purchased, cut, or the bag entering manufacturing — orders cannot be cancelled or refunded, except where required under the Consumer Protection Act (CPA).

Defective or Incorrect Items

  • Only items that are confirmed to be defective or incorrectly supplied qualify for repair or replacement in terms of the CPA.
  • Defects must be reported in writing within 7 days of delivery
  • Email: info@nalahbags.co.za
  • Reports via WhatsApp or social media are not accepted

Sale, Promotional & Black Friday Items

All discounted, promotional, and Black Friday items are final sale and may not be refunded, exchanged, or cancelled, except where required under the Consumer Protection Act.

⏱ Production & Delivery Timelines

Standard Lead Time for All Products (Regardless of Estimated delivery Window dates Communicated via Email as there are not fixed)

  • All Nalah products are made to order and require 22–25 business days to manufacture.
  • Lead times are calculated in business days
  • Weekends and public holidays are excluded
  • Courier delivery requires an additional 2–3 business days once dispatched
  • This standard lead time applies to all products, regardless of any estimated delivery windows communicated via email.

Possible Delays

While uncommon, delays may occur due to factors beyond our control, including:

  • Leather shortages
  • Damaged or rejected hides
  • Supplier delays
  • Quality control requirements

We do not compromise on quality and will only proceed with materials that meet our standards. Any delays will be clearly communicated via your customer profile and relevant website notices.

CPA & Delays

  • Delivery timelines are clearly disclosed and accepted at checkout
  • Timelines are calculated from the date payment is received
  • While an order remains within the disclosed 22–25 business day timeframe, the Consumer Protection Act does not require compensation or refunds for delays
  • If delivery extends beyond 22–25 business days (and not the estimated date communicated via email), customers may:
  • Accept a revised delivery date, or
  • Cancel the order for a full refund, in accordance with the Consumer Protection Act

📧 Estimated delivery Window & Payment Clarification

  • Production lead times begin only once payment has fully cleared
  • Lead times do not start from the order placement date if payment is pending
  • The automated Estimated delivery window email sent after ordering is indicative only and not a fixed date:
  • Does not account for public holidays
  • Cannot determine payment clearance dates
  • Serves as a general guideline only

Your most accurate and up-to-date ETA will always be reflected on your customer profile and will align with the 22–25 business day production timeframe.

🎟 Discount Codes & Coupons

Discount codes must be applied at checkout.
Missed or unused codes (including Black Friday promotions) cannot be applied retroactively and do not qualify for refunds.

💳 Exceptional Refunds

Refunds are only considered if Nalah Bags is unable to fulfil an order.
Approved refunds are processed to the original payment method within 10–15 business days.

📍 Where Lead Times Are Displayed

Our 22–25 business day lead time is clearly communicated before purchase on:

  • Individual product pages
  • Main website cover page
  • Checkout page (including acceptance checkbox)
  • Pre-Order Policy
  • Terms & Conditions
  • Shipping Policy

Summary

  • All products are made to order and require a full 22-25 business days to complete.
  • No refunds once production has started (except where required under the CPA)
  • No refunds while orders remain within the disclosed 22–25 business day timeframe
  • Refunds apply only if delivery exceeds 25 business days or if we are unable to fulfil the order

Refunds & CPA Compliance

Refunds & CPA Compliance

In accordance with Section 41 of the Consumer Protection Act (CPA), all material information — including product descriptions, pricing, production methods, and delivery lead times — is disclosed in a clear, transparent, and non-misleading manner prior to purchase.

In terms of Section 48 of the CPA, all terms and conditions governing the sale of Nalah Bags products are fair, reasonable, and just, and do not impose unfair, unreasonable, or unjust obligations on consumers.

In line with Section 20 of the CPA, refunds or returns are not applicable where goods are supplied in accordance with the agreed specifications, disclosed production timelines, and confirmed order details. Dissatisfaction with lead times or production periods — where these were clearly disclosed on individual product pages, checkout notices, the website’s main pages, and accepted at checkout — does not constitute grounds for a refund.

Under Section 55 of the CPA, consumers are entitled to receive goods that are of good quality, in good working order, and free from defects. This right applies to the condition and quality of the goods supplied. Where products are handcrafted and made to order, this right does not automatically entitle the consumer to a refund where the goods have been produced and supplied as specified.

As provided for in Section 56 of the CPA, the implied six-month warranty applies only in cases where goods are confirmed to be defective. This warranty does not apply to:

  • Change of mind
  • Custom or made-to-order products supplied as specified
  • Colour, size, or design preferences
  • Delays occurring within disclosed and accepted lead times

Where a product is confirmed to be defective or incorrectly supplied, Nalah Bags will, depending on the nature of the issue and what is reasonably possible, repair or replace the item. A refund will only be considered where repair or replacement is not reasonably possible, in accordance with the Consumer Protection Act.

All defect or incorrect item claims must be reported in writing within 7 days of delivery, in line with our defect reporting policy.

No refunds are applicable for dissatisfaction with lead times, production schedules, or delivery timeframes where such information was clearly disclosed and accepted prior to purchase.

Delivery timelines are disclosed and accepted at checkout and are calculated in business days from the date payment is received.

While an order remains within the disclosed 22–25 business day production timeframe, the Consumer Protection Act does not require compensation or refunds for delays.

If delivery extends beyond the disclosed production and delivery timeframe of 22–25 business days (and not the estimated delivery date communicated via email), customers may elect to either:

  • Accept a revised delivery date, or
  • Cancel the order for a full refund, in accordance with the Consumer Protection Act.

Manufacturing Defects

🔍 Nalah Bags – Defects Policy (Quick Guide)

This policy is aligned with Sections 55 and 56 of the Consumer Protection Act (CPA) and applies to both the Signature Collection and Curated by Nalah Collection, unless otherwise stated.

✅ What Is Considered a Manufacturing Defect

The following manufacturing-related faults may qualify for repair or replacement, subject to inspection:

  • Malfunctioning zippers
  • Faulty buckles or hardware
  • Loose, unraveling, or detached stitching
  • Broken or improperly secured rivets
  • Magnetic closures that do not function as intended
  • Strap clasps or trigger hooks that do not fasten correctly
  • Handles that are unstable or detaching
  • Plastic screw caps not holding handles securely if received in this condition and reported within 7 days

❌ What Is Not Considered a Defect (Excluded)

The following do not qualify as defects under the CPA:

  • Normal wear and tear from everyday use (scuffs, scratches, surface marks)

  • Hair-on-Hide wear, including shedding, flattening, rubbing, or hair loss due to friction or use
Natural leather behavior, including:
  • Softening, stretching, or natural creasing over time
  • Visible veins, scars, bite marks, or texture variations
  • Colour or texture variations between bags or bag components
  • Localised darkening or patina caused by moisture, oils, friction, or environmental exposure
  • Frame bending or warping through normal use on framed styles
    (e.g. Petite Lianay & Desiree)
Damage caused by misuse, negligence, or improper care, including:
  • Liquid, ink, chemical, or cosmetic damage
  • Sun exposure, water or sea air exposure, or electrical exposure
Loss of plastic screw caps over time due to natural loosening
Personal preference concerns, including:
  • Size, colour of leather, inner print or lining colour
  • Texture not matching expectations
Unauthorized alterations or repairs performed by third parties

Note: Frame warping caused by normal use is not considered a defect but may be repaired upon request, subject to assessment and applicable fees.

⚠️ Warranty & Reporting Timeframes

  • All defects or incorrect items must be reported within 7 days of delivery for return or replacement consideration
  • Items used beyond 7 days fall under our 6-month repair warranty, which covers manufacturing defects only, as listed above
  • The Curated by Nalah Collection is not included in the 6-month repair warranty and is limited to the 7-day reporting period only

📧 How to Report a Defect

All defect reports must be submitted exclusively on our Website form (Return and Refunds Form at the bottom of this policy)

  • 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.

💡 Important Notes

  • Nalah Bags uses full-grain, natural leather, and natural variations in colour, texture, and patina are expected and celebrated
  • Our aim is to remain transparent, fair, and compliant with the CPA while upholding the highest standards of craftsmanship

Non Defects (Wear and Tear) Excluded from Returns/ Exchanges/ Refunds

🚫 Nalah Bags — Items Excluded from Exchanges & Refunds

The following conditions and product characteristics are not eligible for exchanges, refunds, or credits, as they do not constitute manufacturing defects.

🚫 General Wear & Tear

⚠️ Everyday scuffs, scratches, creases, softening of leather over time, discoloration, staining, liquid damage, colour transfer, or marks caused by friction, handling, or external factors.

🚫 Natural Leather & Hide Characteristics

⚠️ Inherent features such as veins, healed scars, bite marks, burn marks, wrinkles, grain inconsistencies, surface scratches, and natural variations in colour or texture.
⚠️ Hair-on-Hide: natural shedding, flattening, rubbing, hair loss, pattern variation, or changes caused by friction, moisture, or use are expected characteristics and not defects.

🚫 Improper Use, Neglect & Misuse

⚠️ Rough handling, overloading, water or moisture exposure, mould, lack of care, sun damage, corrosion, leather warping, electrical surges, unauthorized alterations, DIY repairs, or liquid/ink damage.

🚫 Product Preference or Specification Disputes

⚠️ Items that meet the product description but do not suit personal preferences regarding size, colour, style, or finish. Customers are responsible for reviewing size charts, images, and descriptions before purchasing.

🚫 Loss of Components

⚠️ Missing plastic screw caps due to normal movement or wear. Caps must be checked and tightened regularly as outlined in the Care Guide. Lost components are not eligible for free replacement.

🚫 Darkening & Patina Development

⚠️ Localised darkening or patina caused by oils, moisture, friction, handling, or environmental exposure. This is a natural aging process of full-grain leather and is not considered a defect.

🚫 Excluded Product Categories

⚠️ Sale items, promotional purchases, discounted styles, and Black Friday deals are strictly non-returnable and non-refundable.

🚫 Material-Specific Exclusions

Full-Grain Leather
⚠️ Natural wrinkles, stretch marks, scars, fibre variations, and surface markings. While light scratches may improve with leather balm, deeper marks are permanent.

Hair-on-Hide
⚠️ Surface wear, hair shedding, texture changes, or balding caused by use, rubbing, or moisture are natural and not eligible for exchange or refund.

Laminated Bags
⚠️ Minor surface marks or lamination lifting/bubbling resulting from moisture exposure or improper care.

Canvas Handbags
⚠️ Wear at pressure points, sun fading, friction damage, overloading, or seam and leather trim stress over time.

🚫 Colour & Visual Variations

⚠️ Differences due to screen display settings, lighting, or leather batches are expected and not considered defects.

🚫 Sizing Information

⚠️ Customers are responsible for reviewing all size charts, product measurements, imagery, and descriptions prior to purchase.

🚫 Plastic Screw Caps

⚠️ Screw caps may loosen with regular use. Lost caps are not eligible for replacement under exchange or refund policies.

⚠️ Key Notes

• These exclusions are clearly detailed in our Product Descriptions, Care Guides, Returns & Exchange Policy, and Terms & Conditions
• Adhering to these guidelines ensures fairness, transparency, and quality assurance for all Nalah Bags customers

RETURNS WITHIN 7 DAYS- FORM

    Nalah Bags – Return & Defect Request (Within 7 Days)


    Please read the following carefully before completing the form below:

    • This form is strictly for defective items reported within 7 days of receiving your order.

    • Any defects reported after 7 days must be submitted through the Standard Repair Warranty process.

    • All 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 request:

    • Defect claims are only valid if reported within 7 days of receiving the item.

    • WhatsApp messages are not considered valid submissions.

    • General wear and tear, natural leather characteristics, scratches, dirt marks, misuse, accidental damage, and personal preference concerns are not considered defects.

    • Any issues reported after 7 days must be submitted through the Standard Repair Warranty process.

    • Incomplete submissions or unclear images may delay assessment.