Refund policy

NALA — Returns, Exchanges & Refunds Policy

We want you to be completely satisfied with your Nala purchase. This policy outlines our process and conditions for returns, exchanges, and refunds. All requests are handled on a case-by-case basis and are at Nala’s discretion.

 

1. Eligibility for Returns & Exchanges

  • Requests must be made within 14 days of receiving your package (for online orders) or purchase date (for in-store purchases).
  • Items must be unused, unworn, unwashed, and undamaged, with all original labels and tags intact.
  • For hygiene reasons, underwear, masks, socks, bottles, and shakers cannot be exchanged or returned.
  • A return or exchange request can only be created once per order. Additional requests for the same order will incur charges at your expense.
  • The return parcel must include the return label and invoice provided by Nala. Failure to include these may cause delays or rejection of your request.

2. Returns & Refunds

Refund Method:

  • Refunds will be processed to the original payment method, except:
    • Cash on Delivery (COD) payments will be refunded as Online Credit.
    • Once Online Credit is issued, a refund cannot be processed for that same order.
    • Refunds for orders placed through Tabby or Tamara are subject to their terms and conditions.
  • Original delivery charges are not refundable.

 

Restock Fee:

  • United Arab Emirates: FREE
  • United States: USD 10
  • Europe: EUR 15
  • United Kingdom: GBP 15
  • Rest of the World: USD 15

 

3. Exchanges

  • Exchanges are issued in the form of Online Credit, equal to the amount paid at the time of purchase.
  • If sale items are exchanged after the sale event has ended, the Online Credit issued will be equal to the amount paid, not the current retail price.
  • Online Credit is valid for 12 months from the date of issuance.
  • Items purchased with Online Credit may be subject to shipping fees, depending on order value.
  • Items purchased using Online Credit (from a previous exchange) cannot be exchanged again.

 

4. Promotional Offers

  • Promotional items (e.g., Buy 1 Get 1 Free or Buy 1 Get 1 at a Discount) are not eligible for refunds.
  • Exchanges for promotional items are allowed under standard terms.

 

5. Missing or Wrong Items

If your order arrives with missing or incorrect items, contact us within 14 days of receiving your order.
Provide:

  1. Your order number
  2. The name of the missing item (if applicable)
  3. A photo of the incorrect item received compared to what you ordered

Our team will review and respond within 3 working days.
Note: Timely reporting and proper evidence are required for resolution.

 

6. Rejected Returns

If your return is rejected:

  • We will attempt two redeliveries to return the item to you.
  • If not accepted, the product will be sent for liquidation, and no further delivery attempts will be made.

 

7. Returns & Exchanges Across Channels

  • Items purchased online can be returned or exchanged in-store at our Dubai retail location with the original receipt or proof of purchase.
  • Items purchased in-store can only be returned or exchanged in-store at the original place of purchase.

 

8. How to Initiate a Return, Exchange, or Refund

Contact us via:

  • Email: Info@naladubai.com
  • WhatsApp: +971 52 771 2051

Return Address:
Azizi Riviera, Building 5, Retail 9, Al Meydan One, Dubai, UAE

9. Important Notes

  • All returns, exchanges, and refunds are subject to Nala’s discretion.