After-sales service

At NALURE, we are committed to providing maintenance and repair services for our parts, and each case is assessed separately to ensure that the appropriate procedure is determined for the part.

Maintenance request

To submit a maintenance request, please contact us via email at [email protected], attaching the following information:

• order number.
• Purchase date.
• Clear pictures of the part showing its condition and the problem.
• Describe the problem and identify the damaged or repaired part.

After receiving the order, the images and information sent are reviewed, and we may request to receive the item for a more thorough examination.

Inspect the part and determine the cost

The part is inspected and its condition assessed before determining the cost of maintenance . The cost varies depending on the type of problem and the parts that need to be repaired or replaced.

The customer is informed of the cost of maintenance and shipping before the repair begins , and no repair is carried out without the customer's confirmation.

Maintenance fees

• The cost of maintenance is determined after inspecting the part, assessing its condition, and determining the type of repair required.
• Shipping fees: 60 riyals round trip.
• The customer is informed of the total cost of maintenance and shipping after inspection and before the repair begins .

The repair process will not begin until the customer confirms the cost.

Damage resulting from use

The cost of maintenance varies depending on the condition of the part and the type of damage, and is determined after inspection and evaluation.

Some damage or changes to the piece may result from use or improper handling, such as pulling, tugging, friction, or impacts, which may cause stones or crystals to move or fall off , as well as exposure to water, perfumes, and chemicals, or failure to follow the piece's care instructions.

The part is examined and its condition assessed to determine the cause of the damage and the appropriate repair procedure.

Shipping for maintenance

After confirming the maintenance request, the customer is provided with instructions for sending the part and the approved shipping method.

Please do not send any parts for maintenance before contacting us via email and obtaining sending instructions.

note

Maintenance requirements vary from part to part, so the possibility of repair or its cost cannot be determined until the condition is reviewed and the part is examined when necessary.