Refund policy

Last Updated: 8th march 2026

At Zentro, customer satisfaction is important to us. We aim to ensure that every customer has a positive shopping experience. If you are not completely satisfied with your purchase, this Return & Refund Policy explains the conditions under which returns, exchanges, and refunds may be processed.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

The item must be unused, unworn, and in its original condition.
The item must be returned in its original packaging with all tags and accessories included.
The return request must be submitted within 3 days of receiving the order.
Proof of purchase or order confirmation must be provided.

Returns that do not meet these criteria may not be approved.

2. Return Request Process

To initiate a return, please contact our support team with the following information:

Order number
Product name
Reason for return
Photos or videos of the product (if applicable)

Once your request is reviewed and approved, we will provide instructions for the return process.

3. Return Timeframe

Customers must request a return within 3 days from the date of delivery.

After the return request is approved, the item must be shipped back according to the instructions provided by our support team.

Returns requested after the allowed timeframe may not be accepted.

4. Refund Process

Once the returned item is received and inspected, we will notify you about the approval or rejection of your refund.

If approved:

The refund will be processed to your original payment method.
Refunds will be issued within 48 hrs .

Please note that banks or payment providers may take additional time to reflect the refund in your account.

5. Exchange Options

If you receive a product that is defective, damaged, or incorrect, you may request an exchange instead of a refund.

Exchange requests must be made within 3 days of delivery.

Once the returned item is received and verified, a replacement product will be shipped to you.

6. Damaged or Defective Products

If your order arrives damaged, defective, or incorrect, please contact us within 24 hrs of receiving the product.

To help us resolve the issue quickly, please include:

Your order number
Clear photos or videos showing the issue
A brief description of the problem

Our team will review the case and provide a replacement, exchange, or refund depending on the situation.

7. Non-Returnable Items

Certain items may not be eligible for returns due to hygiene or product type. These may include:

Personal care products
Beauty or grooming items
Intimate or hygiene-related products
Items marked as non-returnable on the product page
Products damaged due to misuse or improper handling

Please check the product details before purchasing.

8. Return Shipping Costs

Return shipping costs may vary depending on the reason for the return.

If the return is due to a damaged, defective, or incorrect product, the return shipping cost may be covered by Zentro.
If the return is requested due to customer preference (e.g., change of mind), the customer may be responsible for the return shipping cost.

Specific instructions will be provided when the return request is approved.