Cancellation Policy & Returns

Last updated: 25 June 2026

Page title: Cancellation Policy & Returns · Shopify slug: refund-policy

Your Right of Withdrawal

You have the right to cancel this contract within fourteen days without providing any explanation.

The withdrawal period commences on the day on which you, or a third party of your choosing other than the carrier, takes delivery of the goods, and closes fourteen days later.

To exercise this right, you must inform us of your decision to withdraw by means of a clear, unambiguous statement — for instance by email or letter:

ZENTRO
Email: contact@zentro.com
Website: zentro.com

Your statement must unambiguously convey your intention to cancel. You may, if you wish, make use of the model withdrawal form set out below — doing so is entirely optional.

Sending your withdrawal notice before the fourteen-day period comes to an end is sufficient to meet the deadline.

Consequences of Withdrawal

Upon a valid withdrawal, we will refund all payments received from you — including standard outbound delivery charges (but not any premium paid for an upgraded delivery option) — without undue delay and no later than fourteen days from receipt of your withdrawal notice.

Reimbursement will as a rule be made by the same payment method used for the original transaction, unless agreed otherwise; you will not be charged any fee in connection with the refund.

We may hold the reimbursement until we have received the goods back, or until you provide evidence of having sent them — whichever is earlier.

The goods must be returned without undue delay and in any event within fourteen days of the date you communicated your withdrawal. The deadline is met provided you despatch the goods before this period lapses.

You are responsible for the direct costs of returning the goods.

You are only liable for any reduction in the value of the goods resulting from handling that goes beyond what is necessary to establish their nature, characteristics and functioning.

Exclusions from the Right of Withdrawal

The right of withdrawal does not apply to contracts for:

• Goods produced to your personal specifications or clearly tailored to your individual requirements;
• Goods susceptible to rapid deterioration or whose expiry date would soon be passed;
• Sealed goods that cannot be returned on grounds of health or hygiene where the seal has been broken after delivery;
• Goods that, following delivery, have by their nature been inseparably mixed with other items;
• Sealed audio or video recordings, or sealed software, whose seal has been opened after delivery.

Model Withdrawal Form

If you wish to withdraw from your order, please complete and return the following form.

To ZENTRO
Email: contact@zentro.com

I/we (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale for the following goods (*) / the following service (*):

Ordered on (*) / received on (*): ___________________
Name of consumer(s): ________________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is sent on paper): _______________
Date: __________________

(*) Delete as appropriate.

How the Return Process Works

1. Email us at contact@zentro.com with your order number and reason for the return.
2. We will confirm receipt and supply you with the return address.
3. Pack the goods with care — original packaging is strongly recommended.
4. Send the parcel back within fourteen days of notifying us of your withdrawal.
5. Once the goods have been received and inspected, we will issue your refund within fourteen days.

Refunds

Your refund will be issued via the payment method used for the original purchase. Depending on your bank or payment provider, it may take between five and ten working days for the credited amount to appear in your account.

Damaged or Defective Goods

Should any goods arrive in a damaged or faulty condition, please notify us within seven days of receipt at contact@zentro.com, enclosing clear photographs of the defect and your order number. We will cover the return postage costs and offer you — at your option — either a replacement or a full refund of the purchase price.