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Warranty & Repairs

We stand behind (and in) everything we make.

We proudly guarantee all Nau products in their quality and performance. Sustainability comes standard in every piece we make, and we believe that an important part of that is designing for durability. Following our care instructions carefully is a sure way to extend the life of your product; however, eventual age and wear is to be expected as you travel, adventure and live in your Nau product. Please see examples below on warranty and non-warranty issues to best assess your case before proceeding.

WARRANTY

If your Nau product has a defect in materials or workmanship during the practical lifetime of the product, a repair or replacement will be offered at the discretion of Nau. We respect your judgment when assessing your product and will consider all warranty applications.

Please note: Our warranty program is only available within the United States and Canada. The warranty only applies to products purchased by original owner, and any items purchased from warehouse and sample sales are excluded from eligibility. Warranty timelines differ depending on the complexity of repair and the season of request.

Qualifications:

Defects in materials such as zippers, buckles and fabrics, as well as defects in workmanship such as seams, seam tape and construction.

Instructions

To apply for a warranty, please send an email to customercare@nau.com with "Warranty Application" in the subject line and include the following information:

-Style name, color and size of product
-Proof of purchase/Receipt/When and where item was purchased
-Brief description of the issue/occurrence
-Several photos of the damaged area and intact inside care labels
-Contact name, phone number and U.S. or Canadian address

Assessment:

We will assess your application and respond with warranty or non-warranty status within 2-3 business days. We will include specific information regarding repair options and repair turnaround time, if applicable, and will not proceed with any repairs without your prior consent.

NON-WARRANTY

If your Nau product experiences damage from normal wear and tear, overuse, misuse or neglect, these cases do not qualify for warranty. However, we may have the ability to repair the item for a small fee. If interested in repair, please inquire further to learn about possible repair options, repair time and associated costs. Alterations are unfortunately not available at this time.

Qualifications:

Rips and tears, fabric fading, abrasions on well-worn areas and general breakdown of the materials over time. Please note: Wear and tear is damage that naturally and inevitably occurs as a result of normal use.

Instructions

For a repair quote, please send an email to customercare@nau.com with "Repair Quote" in the subject line and include the following information:

-Style name, color and size of product
-Proof of purchase/Receipt/When and where item was purchased
-Brief description of the issue/occurrence
-Several photos of the damaged area
-Contact name, phone number and domestic address

Assessment:

We will assess the complexity of your repair and respond within 2-3 business days with possible repair options and repair turnaround time. We will not proceed with any repairs without your prior consent.

SHIPPING INSTRUCTIONS

If authorized by a Nau Customer Care rep, please prepare your item using the instructions below:

1. Wash your item following care instructions specific to the item, if this will not further damage your item.
2. Print out your Return Authorization (RA), as sent by a Customer Care rep.
3. Ship damaged item and RA to the Portland address below using a carrier that provides tracking information and proof of delivery. Customers are responsible for getting the items to us, and Nau will cover return shipping costs.

SHIPPING ADDRESS
Nau: Warranty & Repairs
1111 NE Flanders Suite 201
Portland, OR 97232