Refund policy

Return & Refund Policy

Last Updated: April 2026

At Tremy Nayla, owned and operated by Butterfly Apartments LTD, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help. This policy outlines our transparent process for returns, exchanges, and refunds.

1. Return Window

Your Statutory Rights: UK customers are entitled to a 14-day right to cancel under the Consumer Contracts Regulations 2013, starting from the day you receive your goods. EU customers have the same right under the Consumer Rights Directive (2011/83/EU). Our 30-day return window exceeds this statutory minimum — your statutory rights are not affected by this policy and remain fully intact.

You have 30 calendar days from the date of delivery to request a return. To be eligible for a refund, the return process must be initiated within this 30-day window. Requests made after this period will unfortunately not be eligible for a refund or exchange.

2. Eligibility Criteria for Returns

To ensure a successful return, your item must meet the following conditions:

Condition: The item must be unused, unwashed, and in the same condition that you received it.
Packaging: It must be in the original, undamaged packaging.
Hygiene & Seals: For health and hygiene reasons, products such as personal care items or sealed goods must have the hygiene seals unbroken and intact.
Proof of Purchase: A receipt or order confirmation email is required to process your request.

3. Return Shipping Costs

Who pays for the return shipping depends on the reason for the return:

Defective or Incorrect Items: If the product is damaged upon arrival or defective, or if we sent the wrong item, Tremy Nayla will cover 100% of the return shipping costs. We will provide a prepaid shipping label or reimburse the standard shipping cost.
Change of Mind:
We do not accept returns for change-of-mind purchases.

Returns are accepted only for items that are defective, damaged, or incorrect. To be eligible, you must contact us within 30 days of receiving your order.

To initiate a return, please contact us at support@tremynayla.com with your order number and photos of the issue. Once approved, we will provide return instructions.

Refunds will be processed within 7–10 business days to your original payment method.

4. Restocking Fees

We believe in transparent pricing.

No Restocking Fees: Tremy Nayla does not charge any restocking fees for returned items that meet our eligibility criteria. You will receive a refund for the full product price (minus original shipping costs, if applicable).

5. How to Initiate a Return (Step-by-Step)

Contact Us: Email our support team at support@tremynayla.com with your order number and the reason for the return.
Authorisation: Our team will review your request and provide a Return Merchandise Authorisation (RMA) and the specific return address for your region.
Dispatch: Securely pack the item in its original packaging. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
Inspection: Once your return is received at our warehouse, we will inspect it and notify you via email regarding the approval or rejection of your refund.

6. Return Addresses

Depending on your location, you will be directed to ship your return to one of our regional hubs:

EU Returns: Plienciema 17, Mārupe, LV-2167, Latvia.
All UK returns should send to our EU Warehouse in Latvia.
US Returns: 10924 Granite St, Charlotte, NC 28273, United States.
Note: Please do not send returns to our registered office in Luton; items must be sent to the warehouse address provided by our support team.

7. Refund Processing & Timeline

Approval: If your return is approved, your refund will be processed immediately.
Original Payment Method: The refund will be credited back to the original method of payment (credit card, PayPal, etc.).
Timeline: Most refunds appear in your account within 10 business days (Monday to Friday). Please note that your bank or credit card issuer may require additional time to post the transaction to your statement.

8. Exchanges

We only replace items if they are defective or damaged upon arrival. If you need to exchange a defective item for the same product, please contact us at support@tremynayla.com within 48 hours of delivery to arrange the swap.

9. Non-Returnable Items

For safety and legal reasons, the following items cannot be returned:

Personalised/Custom Goods: Items made to your specific requirements.
Perishable Items: Goods with a limited shelf life.
Broken Hygiene Seals: Personal care or health items where the safety seal has been tampered with.

10. Order Cancellations

We offer a 24-hour cancellation window after your order is placed.

If you cancel within 24 hours, you will receive a full refund.
If your order has already been processed or shipped within that timeframe, you must wait to receive the item and then follow the standard return process.