Returns & Warranty

Warranty Policy

How to File a Claim

Check out the terms below and let us know at info@nallu.cz that you want to file a claim. Please use the claim form—it’ll help speed things up. Download the form

Please clean the shoes thoroughly before sending them back. After agreeing via email, send the item to our workshop:

nallufootwear s.r.o.
Komenského 882
Slavičín 763 21, Czech Republic

We’ll handle your claim as soon as possible.

Warranty Terms

1. Basics

These terms cover how we handle claims for items bought on our e-shop. They’re part of our Terms of Service.

2. What We Guarantee

When you receive your item, we guarantee it’s free of defects. That means:

  • It has the features we agreed on, or ones you’d expect based on our description and ads,
  • It’s suitable for the use we stated or for its usual purpose,
  • It matches the quality or design of any sample we showed you,
  • It’s in the right quantity, measure, or weight,
  • It meets all legal requirements.

3. Your Rights If There’s a Defect

If a defect shows up within 6 months of receiving the item, we’ll assume it was there at delivery. You have a 24-month warranty on defects from the date of receipt. This doesn’t apply if:

  • We sold the item cheaper due to a known defect,
  • It’s normal wear and tear,
  • For used items, the defect matches the wear it had when you received it,
  • It’s due to the nature of the item.

If there’s a defect, you can choose:

  • Replacement with a new item,
  • Repair,
  • A reasonable discount on the price,
  • To cancel the contract.

You can cancel the contract if:

  • The defect is significant,
  • You can’t use the item properly due to repeated defects after repairs,
  • The item has multiple defects at once.

4. How We Handle Claims

Send the item to our registered address (Javorová I 396, Slavičín) or our business location (Komenského 882, Slavičín). Include your order number, receipt date, item description, details of the defect, and how you’d like it resolved. You can use our claim form.

We’ll give you a confirmation of when you filed the claim, what you’re claiming, and how you want it resolved. Once processed, we’ll send you a confirmation of the outcome—like details of the repair and how long it took, or why we rejected the claim.

We’ll handle the claim as soon as possible—right away, or within 3 business days for complex cases. The entire process, including fixing the defect, must be done within 30 days from filing, unless we agree on a longer period. If we miss this deadline, you can cancel the contract.

We won’t approve a claim if you knew about the defect before receiving the item or if you caused it yourself.

If your claim is valid, you’re entitled to reimbursement for reasonable costs (like shipping) related to filing the claim. Let us know within one month after the warranty period ends.

These terms are effective from April 26, 2025.