Política de reembolso
Refund & Returns Policy
Last updated: May 26, 2026
We want you to love your Naya. If something isn't right, this policy explains what we can and can't refund or exchange.
1. EU Right of Withdrawal
If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days from the day you (or a third party designated by you) receive the goods, without giving any reason.
2. Hygiene exception (important — please read)
In accordance with Article 16(e) of EU Directive 2011/83/EU on Consumer Rights, the right of withdrawal does not apply to the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery.
Naya silicone bras are intimate hygiene products. Once the sealed packaging has been opened, the product can no longer be returned for refund or exchange. This applies even within the 14-day withdrawal window.
We accept returns only for products that are:
- In their original, sealed packaging
- Unopened and unused
- Returned within 14 days of delivery
3. Defective or damaged products
If your product arrives damaged, defective, or incorrect, contact us within 14 days of delivery at hello@nayaintimates.com with:
- Your order number
- Photos clearly showing the issue
- A brief description of the problem
We will respond within 2 business days and arrange a replacement or full refund at no cost to you. The EU 2-year statutory warranty for non-conformity also applies.
4. How to initiate a return (sealed products only)
- Email us at hello@nayaintimates.com within 14 days of delivery, with your order number and reason for return.
- We will confirm eligibility and send return instructions, including the return address.
- Ship the unopened product back to us. Return shipping costs are paid by the customer (unless the product is defective).
- Once we receive and inspect the product (typically 3-5 business days), we will process your refund.
5. Refund processing
Approved refunds are issued to the original payment method within 10 business days of us receiving the returned product. The time it takes for the refund to appear in your account depends on your bank or payment provider.
Original shipping costs are non-refundable unless the return is due to our error or a defective product.
6. Exchanges
For size or shade exchanges (sealed products only), follow the return process above and place a new order for your preferred variant. We do not currently offer direct exchanges.
7. Lost or stolen packages
Once your package is marked as delivered by the carrier, we are not responsible for lost or stolen packages. If your package is lost in transit before delivery, contact us and we will work with the carrier to resolve the issue.
8. Contact us
For any refund or return questions:
NUVEA LLC
Email: hello@nayaintimates.com
Response time: within 2 business days