Returns & Warranty
How to File a Claim
1. Email us at shop@nallu.cz to let us know you want to file a claim.
2. We’ll send you instructions and the address for shipping (either our workshop or a collection point). If the claim is valid, we’ll cover the shipping costs.
3. Include the completed Return of Goods form or a paper with your name and order number in the package.
4. Send the item to the address we provide, or to:
nallufootwear s.r.o.
Komenského 882
Slavičín 763 21
Czech Republic
Please clean the item before sending. We’ll process your claim as soon as possible, within 30 days from filing.
What We Guarantee
When you receive your item, we guarantee it’s free of defects – it has the features we promised, matches the description, is suitable for its intended use, and meets legal requirements. If a defect appears within 6 months, we’ll assume it was present at delivery.
Your Rights If There’s a Defect
You have a 24-month warranty from the date of receipt. If a defect appears, you can choose:
- Replacement with a new item,
- Repair,
- A reasonable discount on the price,
- Cancellation of the contract (if the defect is significant, the item has multiple defects, or defects persist after repairs).
The warranty doesn’t cover normal wear and tear, defects you caused, or items sold at a discount due to a known defect.
How We Handle Claims
After filing a claim, we’ll send you a confirmation with the filing date, defect description, and your requested resolution. We’ll process the claim within 3 business days, or within 30 days for complex cases. If we miss this deadline, you can cancel the contract. Once processed, we’ll send you a confirmation of the outcome (e.g., repair details or rejection reason). If the claim is valid, we’ll reimburse reasonable costs (e.g., shipping).
Effective from May 15, 2025