Cancellation Policy

Last Updated: April 2026

At Tremy Nayla, owned and operated by Butterfly Apartments LTD, we take pride in our rapid order processing. Because our goal is to dispatch your items as quickly as possible, we have established a specific window for order cancellations and modifications.

1. The Cancellation Window

To ensure a smooth fulfilment process, we offer a 24-hour cancellation period from the moment your order is placed.

Within 24 Hours: You may request a full cancellation and receive a 100% refund to your original payment method.
After 24 Hours: Most orders are automatically transmitted to our fulfilment centres in the USA or EU for packaging and dispatch. Once an order has entered the shipping queue or has been dispatched, it can no longer be cancelled.

2. How to Request an Urgent Cancellation

To cancel your order before it enters the shipping phase, please contact us immediately:

Email: support@tremynayla.com (Please use the subject line: URGENT: Order Cancellation ([Order Number])
Live Chat: For the fastest response, use the Live Chat feature on our website during business hours.

Please have your full name and order number ready to ensure our team can locate your shipment quickly.

3. Cancellations After Dispatch

If your order has already been shipped, it is physically impossible for us to stop the transit.

Procedure: You must receive the package and then follow our standard Return & Refund Policy.
Shipping Costs: For "Change of Mind" cancellations occurring after dispatch, the customer is responsible for the return shipping costs to our designated warehouse.

4. Order Modifications

If you realise there is an error in your shipping address, contact information, or product selection, you must notify us within the 24-hour window. Once an order is processed by our warehouse, we are unable to manually intercept or change the destination or contents of the package.

5. Refunds for Cancelled Orders

Once a cancellation is approved:

Method: The full purchase amount is credited back to your original payment method (credit/debit card, PayPal, Klarna, etc.).
Timeline: You will receive an immediate confirmation email. Depending on your financial institution, the funds typically reflect in your account within 10 business days.

6. Cancellations by Tremy Nayla

While we strive to fulfil every order, we reserve the right to cancel a transaction under the following conditions:

Stock Discrepancy: If an item becomes unavailable, we will notify you immediately and issue a full refund.
Security & Fraud Prevention: If our system flags an order as high-risk or potentially fraudulent, we may cancel the order to protect the cardholder.
Pricing Errors: In the event of a significant technical error resulting in incorrect pricing, we reserve the right to cancel affected orders and provide a full refund.

7. Refused Deliveries & Customs (USA/EU)

For international orders, if a delivery is refused due to the recipient’s unwillingness to pay local customs duties or taxes, the package may be returned to us. In these instances, the original shipping fees and any return transit costs incurred by the carrier will be deducted from your final refund.