Returns & Refunds Policy

Last Updated: February 2026

1. Your Consumer Rights

As a UK-based business, we comply with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. You have the right to return most items within 14 days of receipt for a full refund, no questions asked.

2. 14-Day Cooling-Off Period

2.1 Your Right to Cancel

You have 14 days from the date you receive your order to notify us that you wish to cancel and return the item(s). You then have a further 14 days to return the goods to us.

2.2 How to Cancel

To cancel your order, please:

  • Email us at Zentra.pvt@gmail.com with your order number
  • Call us on 07575021392
  • Use the contact form on our website

2.3 Condition of Returned Items

Items must be returned:

  • In their original condition and packaging
  • Unused and with all tags attached
  • With all accessories and documentation included
  • In a resalable condition

3. Exceptions to the 14-Day Right

The following items cannot be returned under the 14-day cooling-off period:

  • Personalized or custom-made items
  • Perishable goods
  • Sealed items that have been unsealed (e.g., hygiene products, cosmetics)
  • Items that deteriorate quickly
  • Digital downloads or software that has been accessed
  • Newspapers, magazines, or periodicals

4. Faulty or Damaged Items

4.1 Consumer Rights Act 2015

If your item is faulty, damaged, or not as described, you have additional rights under the Consumer Rights Act 2015:

  • First 30 days: Full refund if the item is faulty
  • After 30 days: Repair or replacement, or refund if repair/replacement is not possible
  • Up to 6 months: We must prove the item wasn't faulty when delivered
  • Up to 6 years: You can claim if the fault develops within a reasonable time

4.2 Reporting Faults

Please contact us immediately if you receive a faulty or damaged item. We may ask for:

  • Photos of the damage or fault
  • Description of the problem
  • Order number and date of purchase

5. Return Process

5.1 Step-by-Step Guide

  1. Contact Us: Email Zentra.pvt@gmail.com with your order number and reason for return
  2. Receive Authorization: We'll send you a Return Authorization Number (RAN) and return instructions
  3. Package Items: Securely pack the item(s) in original packaging if possible
  4. Include Documentation: Include your RAN and a copy of your order confirmation
  5. Ship the Return: Send to the address provided in your return authorization
  6. Track Your Return: Keep your tracking number for reference

5.2 Return Address

Returns should be sent to the address provided in your Return Authorization email. Do not send items back without authorization, as they may not be processed.

6. Return Shipping Costs

6.1 Change of Mind Returns

If you're returning an item within the 14-day cooling-off period simply because you've changed your mind, you are responsible for the cost of return shipping.

6.2 Faulty or Incorrect Items

If the item is faulty, damaged, or we sent you the wrong item, we will cover the cost of return shipping. We'll provide a prepaid return label or reimburse your shipping costs.

7. Refunds

7.1 Refund Processing Time

Once we receive and inspect your return, we will:

  • Send you an email confirmation
  • Process your refund within 14 days of receiving the return
  • Refund to your original payment method

Please allow 5-10 business days for the refund to appear in your account, depending on your bank or card issuer.

7.2 Refund Amount

Your refund will include:

  • The full purchase price of the item(s)
  • Standard delivery charges (if applicable)
  • Return shipping costs (if the item was faulty or incorrect)

We do not refund premium delivery charges unless the item was faulty or incorrect.

7.3 Deductions from Refunds

We may deduct from your refund if:

  • The item is returned in a used or damaged condition
  • Items or accessories are missing
  • The item has been damaged due to misuse

8. Exchanges

We do not offer direct exchanges. If you would like a different item:

  1. Return the original item following our returns process
  2. Place a new order for the item you want

This ensures you receive your preferred item as quickly as possible.

9. Private Label Products

For custom private label products created specifically for your business:

  • Returns are only accepted if the products are faulty or not as specified
  • Custom orders cannot be cancelled once production has begun
  • Quality issues must be reported within 7 days of receipt
  • Sample approval is required before bulk production to minimize returns

10. Marketplace Orders

If you purchased through Amazon, eBay, or another marketplace:

  • Returns should be initiated through the marketplace platform
  • Follow the marketplace's return procedures
  • Marketplace return policies may differ from our direct returns policy
  • Contact us if you need assistance with a marketplace return

11. Lost or Damaged in Transit

If your order is lost or damaged during shipping:

  • Contact us within 48 hours of the expected delivery date
  • We will investigate with the carrier
  • We'll send a replacement or issue a full refund
  • You may need to provide photos of damaged packaging

12. Contact Us

For any questions about returns or refunds, please contact us:

  • Email: Zentra.pvt@gmail.com
  • Phone: 07575021392
  • Hours: Monday-Friday, 9:00 AM - 5:00 PM GMT

We aim to respond to all return requests within 24 hours during business days.

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