Refund policy
At NALA, we take pride in our high-quality, customisable outdoor products, and we want you to be fully satisfied with your purchase. Please review our Refund and Return Policy to understand our commitment to providing excellent service and support.
1. Returns
- Eligibility for Returns: We accept returns of non-customised products within 14 days of delivery. Items must be unused, in their original packaging, and in the same condition you received them. Customised products, due to their unique nature, are non-returnable unless they arrive damaged or defective.
- Return Process: To initiate a return, please contact us at hello@nalaoutdoor.com with your order details. Once approved, we will provide instructions on where to send the item. Customers are responsible for return shipping costs unless the item is defective.
- Condition of Returned Items: All returned items must be in their original condition, including packaging, tags, and accessories. We reserve the right to deny returns for items that are damaged, show signs of use, or are missing components.
2. Refunds
- Refund Process: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 5-10 business days and issued to your original payment method.
- Non-Refundable Fees: Please note that original shipping costs are non-refundable, except in cases where the item was received damaged or defective.
- Partial Refunds: In certain situations, only partial refunds may be granted for items that are not in their original condition, are damaged, or have missing parts.
3. Damaged or Defective Items
- Reporting Damages: If you receive a damaged or defective item, please contact us within 7 days of receipt with photos and a description of the issue. We will arrange for a replacement or repair as applicable.
- Defective Custom Products: Customised products that arrive defective may qualify for a replacement or repair. Please reach out to our customer service team to resolve any issues promptly.
4. Exchanges
- We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at hello@nalaoutdoor.com with your order details. We will provide further instructions to facilitate the exchange process.
5. Non-Returnable Items
- Customised products, sale items, and gift cards are non-returnable and non-refundable.
6. Warranty
- Product Warranty: All NALA products come with a one-year warranty covering manufacturing defects and a 5 year limited warranty on fabric. This warranty does not cover normal wear and tear, misuse, or damage caused by external factors such as extreme weather.
7. Return Address
- We will provide the return address once your return request has been approved. Returns sent to an incorrect address may result in delayed processing.
Thank you for choosing NALA for your outdoor essentials. If you have any questions about our Refund and Return Policy, please feel free to reach out to our customer support team. We are here to assist you.