Refund policy

Refund Policy

At Zentra, your satisfaction is our priority. If you’re not completely happy with your purchase, we’re here to help. Please read our refund and return policy carefully before initiating a return.

How to Initiate a Return

To request a return, contact us at info@zentra-store.com with your order number and reason for return.

Return Period

You have 30 days from the date of delivery to request a return or exchange.

Eligibility for Return

To qualify for a return:

  • Items must be unused and in original condition
  • Returned in the original packaging
  • Include your order number or proof of purchase

Non-Returnable Items

  • Used or damaged items not in original condition
  • Items damaged through normal use
  • Sale items (unless faulty or damaged)

If a product arrives faulty, damaged, or significantly different from its description, your statutory rights apply.

Common Return Reasons & Solutions

Defective or Damaged Product

We’ll arrange a replacement or full refund at no cost.

Wrong Item Received

We’ll cover return shipping and send the correct item.

Parcel Damaged in Transit

A replacement will be shipped free of charge.

Incorrect Shipping Information

Please ensure your details are correct at checkout. Zentra is not responsible for lost or stolen packages delivered to the provided address.

Other Issues

Contact us at info@zentra-store.com and we’ll assist you.

How to Return Your Order

  1. Contact Us – Email within 30 days with your order details
  2. Approval – We’ll confirm eligibility and provide return instructions
  3. Package Items – Securely pack items in original condition
  4. Ship Return – Send using a tracked service and share tracking details
  5. Refund – Processed within 7–10 business days after inspection

Inspection & Refund Adjustment

If returned items show signs of use:

  • 30% deduction – Minor wear
  • 50% deduction – Visible use or cosmetic damage

Refund Timing

Refunds are issued to the original payment method once processed.

Please allow up to 14 days, though most are completed sooner.

Postage costs are non-refundable.

Proof of Return

Please retain proof of postage. If a return is lost without tracking, we may not be able to process a refund.
Tracked returns will be honoured, including store credit if needed.

 

Damaged on Arrival

  • Email us within 5 days with clear photos
  • We’ll send a replacement free of charge
  • If a second issue occurs, a full refund will be issued

Chargebacks & Disputes

We’re here to help resolve any issues quickly. Please contact us before initiating a chargeback so we can assist you directly.

Contact Us

For any questions, reach out to info@zentra-store.com.

We’re here to help and aim to respond as quickly as possible.

Thank you for choosing Zentra.

 

 

 

We appreciate your trust and are committed to delivering a great experience.