Refund policy
Returns, withdrawal and satisfaction guarantee
Last updated: 25 October 2026
This policy applies to all orders placed with Treasure Of The Fray Ltd ("Treazura", "we") through treazura.com and our order pages. It explains your rights in plain language. Your statutory consumer rights always apply in addition to this policy and are never limited by it.
1. At a glance
- 90-day satisfaction guarantee: not satisfied? Email us within 90 days of delivery and we refund the price of your products. You do not need to send anything back.
- 14-day right of withdrawal for unopened products, using our online withdrawal form.
- Damaged, wrong or missing items: report within 14 days of delivery and we replace or refund at no cost to you.
- Legal guarantee: 2 years for products that are not in conformity with the contract.
2. 90-day satisfaction guarantee
In addition to your statutory rights, we offer a voluntary satisfaction guarantee:
- If you are not satisfied with a product for any reason, send an email to support@treazura.com within 90 days of the delivery date, stating your order number.
- We refund the amount you paid for the products in that order (including any upsell items). Optional paid services that have already been performed, such as priority processing, are not refunded.
- You do not need to return the products.
- The refund is made to the original payment method within 14 days of your request.
- The guarantee applies once per customer and per product, so it can be used for a first order of each product. Orders placed after a guarantee refund for the same product are covered by your statutory rights only.
- We may refuse a guarantee claim in case of manifest abuse, for example claims made for orders that were never delivered to you, or repeated claims under different names or addresses for the same household.
3. Statutory right of withdrawal (14 days)
If you are a consumer, you may withdraw from your purchase within 14 days without giving any reason. The withdrawal period ends 14 days after the day on which you, or a third party indicated by you other than the carrier, received the (last) product.
Exception for sealed health and hygiene products. Our food supplements and cosmetic products are supplied in sealed packaging. In accordance with Article 16(e) of Directive 2011/83/EU and the national laws implementing it, the right of withdrawal does not apply to such products once the seal has been broken after delivery, because they are not suitable for return for health protection or hygiene reasons. Unopened products with an intact seal can always be returned. Our 90-day satisfaction guarantee (section 2) applies regardless of whether a product has been opened.
4. How to withdraw
Use our online withdrawal form ("withdraw from contract here"). You will receive an automatic confirmation by email with the content, date and time of your request. You may also send an unequivocal statement by email to support@treazura.com or use the model form below. It is sufficient that you send your request before the withdrawal period expires.
Model withdrawal form
To: Treasure Of The Fray Ltd, 128 City Road, London EC1V 2NX, United Kingdom, support@treazura.com
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: [products] / Ordered on [date] / Received on [date] / Order number / Name of consumer(s) / Address of consumer(s) / Date / Signature (only if this form is notified on paper).
5. Returning products after withdrawal
- Please contact us before sending anything. We will give you the return address of our fulfilment partner. Parcels sent to our registered office in London cannot be accepted.
- Send the products back without undue delay and at the latest within 14 days of notifying your withdrawal.
- You bear the direct cost of returning the products. Because our warehouse is located outside the EU, this cost can be significant (often more than EUR 20).
- Products must be unopened, with the seal intact.
6. Refunds
We refund all payments received from you, including the cost of standard delivery, no later than 14 days from the day we are informed of your withdrawal. We may withhold the refund until we have received the products back or you have supplied evidence of having sent them back, whichever is earliest. We use the same means of payment you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees for the refund. Refunds of guarantee claims follow section 2.
7. Damaged, defective, wrong or missing items
Please check your parcel on delivery. If a product arrives damaged, leaking, defective or incorrect, or if something is missing, email us within 14 days of delivery with your order number and photos of the product, the packaging and the shipping label. We will send a replacement or refund you in full, at your choice, without asking you to return the product. This does not limit your legal guarantee rights (section 8).
8. Legal guarantee of conformity
You benefit from the legal guarantee of conformity for 2 years from delivery for products that do not conform to the contract, in accordance with the consumer law of your country of residence. Food supplements and cosmetics have a best-before or minimum durability date printed on the packaging; products should be used before that date.
9. Cancelling an order before dispatch
You can cancel an order free of charge as long as it has not been handed over to our fulfilment partner. Orders are usually transferred within 12 hours of purchase, after which we can no longer stop them. After that moment you can still use your right of withdrawal or the satisfaction guarantee.
10. Please contact us first
Almost every problem can be solved within one working day by email. Before opening a dispute or chargeback with your bank or payment provider, please contact us at support@treazura.com. We answer on working days, usually within 24 hours. Contacting us first does not affect any of your rights.
Treasure Of The Fray Ltd · Company no. 16057464 (England and Wales) · 128 City Road, London EC1V 2NX, United Kingdom · support@treazura.com