nayteef — Returns & Refunds Policy
Last updated: September 2026
At nayteef, we want you to be happy with your purchase. If you need to return an item, this policy explains how our returns, refunds and exchanges work.
This policy applies to purchases made through nayteef.com.
Your statutory rights as a consumer are not affected by anything in this policy.
1. Returns
For eligible online purchases, you generally have the right to cancel your order within 14 days of receiving your goods, without having to provide a reason.
If you decide to cancel your order, please contact us within the applicable 14-day period at:
Once you have notified us that you wish to cancel, you will generally have a further 14 days to return the goods.
Please include your order number and the item(s) you wish to return when contacting us.
2. Return Conditions
For a statutory change-of-mind cancellation, you may inspect the Fìlà as you would in a shop. If handling it beyond what is necessary to assess it reduces its value, we may make a deduction where the law allows.
For any voluntary return or exchange offered beyond statutory rights, please return your Fìlà:
- Unworn and unused.
- In its original condition.
- Free from stains, marks, makeup, deodorant, odours, pet hair or other signs of use.
- With its original packaging where reasonably possible.
- With any tags or labels supplied with the product, where reasonably possible.
Because our Fìlà are handmade, minor variations in colour, texture, stitching, shape and measurements are normal and do not necessarily constitute a defect.
3. Return Postage
For an eligible online change-of-mind cancellation, you are responsible for the direct cost of returning the goods only if we informed you of this before purchase. If an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, please contact us before returning it so we can provide instructions and cover reasonable return costs where required by law.
We strongly recommend using a tracked delivery service and keeping your proof of postage until your return has been processed.
nayteef cannot be responsible for a returned parcel that is lost in transit where the customer has chosen and arranged the return delivery.
4. Refunds
Once your return has been received and checked, we will process your refund where you are entitled to one.
Refunds will normally be made to the original payment method used to place the order.
The time it takes for the refund to appear in your account can vary depending on your bank or payment provider.
Where required by law, we will also refund the cost of the standard delivery originally paid for the order.
If you selected a more expensive delivery option, we are generally only required to refund the equivalent standard delivery cost.
5. Exchanges
We offer exchanges as an additional service to our customers.
If you would like to exchange your Fìlà for another available item, please contact us within 7 days of receiving your order.
Email:
Please include:
- Your order number.
- The item you received.
- The item you would like instead.
Exchanges are subject to product availability.
The item being exchanged must meet our applicable return conditions.
Our 7-day exchange policy does not remove or restrict any statutory cancellation rights that may apply to your purchase.
6. Sale Items and Change-of-Mind Returns
Sale items have the same statutory rights as full-price items. Sale status does not remove statutory cancellation rights for online purchases where those rights apply.
You may cancel an eligible online order within 14 days of receiving the goods without giving a reason. Please tell us clearly within that period, then return the goods within a further 14 days after telling us.
For a change-of-mind cancellation, you are responsible for the direct return postage cost where we informed you of this before purchase.
You may inspect an item as you would in a shop. If handling it beyond what is necessary to assess it reduces its value, we may deduct that loss where the law allows. We will refund the item price and standard delivery cost within the statutory timeframe, using the original payment method.
After statutory cancellation rights have ended, we do not offer additional change-of-mind returns or exchanges on sale items. This does not affect your rights for faulty, damaged, incorrectly supplied or misdescribed items.
7. Faulty or Damaged Items
If your Fìlà arrives damaged or you believe it is faulty, please contact us as soon as reasonably possible.
Please email:
with:
- Your order number.
- A description of the problem.
- Clear photographs showing the issue.
- Photographs of the packaging where relevant.
Please keep the item and its packaging until we have had an opportunity to assess the issue.
Depending on the circumstances and your statutory rights, we may offer a replacement, refund or another appropriate remedy.
We will not require you to return a faulty or damaged item until we have provided appropriate instructions.
8. Incorrect Items
If you receive an item that is different from the one you ordered, please contact us at:
Please provide:
- Your order number.
- A photograph of the item received.
- A description of what is incorrect.
- Photographs of the packaging where relevant.
We will investigate the issue and arrange an appropriate solution.
If the error was made by nayteef, we will cover any reasonable return or replacement costs that apply.
9. Missing Items
If an item is missing from your order, please contact us as soon as reasonably possible.
Please provide:
- Your order number.
- The item that is missing.
- A photograph of the packaging and its contents.
- Any other information we reasonably request to help us investigate the issue.
We may check our dispatch records and courier information as part of our investigation.
If we confirm that an item was missing from your order, we will arrange an appropriate remedy.
10. Lost Parcels
If your tracking information indicates that your parcel has been delivered but you cannot locate it, please contact us.
Before contacting us, please check:
- Around your property.
- With other members of your household.
- With neighbours.
- Any safe place specified for delivery.
- The delivery provider’s tracking information.
If the parcel still cannot be located, we will investigate the matter with the relevant courier.
Investigations may take some time because we may need to obtain information from the delivery provider.
11. International Returns
Customers outside the United Kingdom may return eligible products in accordance with this policy and applicable consumer law.
Unless the return relates to a faulty, damaged or incorrectly supplied product, the customer is responsible for the return delivery cost.
When returning an international order, the customer is responsible for ensuring that the parcel is correctly declared and sent in accordance with applicable customs requirements.
We cannot be responsible for delays caused by customs authorities during the return process.
12. Customs Duties & International Charges
Customs duties, import taxes and other charges imposed by the destination country are the responsibility of the customer.
These charges are separate from nayteef’s product and delivery charges.
If an international order is refused because the recipient does not wish to pay applicable customs charges, any resulting return and refund will be handled in accordance with our Terms & Conditions and applicable law.
13. Returns Processing
We aim to process returns as quickly as reasonably possible after they arrive.
During particularly busy periods, processing may take longer.
Once your return has been processed, we will normally send confirmation by email.
If you believe your return has been received but you have not received an update, please contact us with your order number and return tracking information.
14. Proof of Postage
We strongly recommend obtaining and keeping proof of postage when returning an item.
For higher-value returns, we recommend using a tracked delivery service.
You may be asked to provide proof of postage or tracking information if there is a dispute regarding whether a returned parcel was sent.
15. Handmade Product Variations
Our Fìlà are handmade in Nigeria.
As a result, individual products may have minor variations in:
- Colour.
- Pattern placement.
- Texture.
- Stitching.
- Shape.
- Finish.
- Measurements.
These variations are an inherent characteristic of handmade products.
A minor variation does not automatically mean that an item is faulty.
However, if an item is materially different from its description, defective or otherwise does not meet the standards required by law, your statutory consumer rights apply.
16. Contact Us
If you have any questions about a return, refund, exchange, faulty item or delivery issue, please contact us:
nayteef
140 Owls Road
Verwood
BH31 6HL
United Kingdom
Email: info@nayteef.com
Telephone: 07984 869228
Website: nayteef.com
17. Your Statutory Rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace any statutory rights you have under applicable UK consumer law.
Where this policy conflicts with your statutory rights, your statutory rights will take precedence.