Refund policy

ZENTRIX STORE

Return & Refund Policy

Last Updated: September 2026

At ZENTRIX, we are committed to providing quality products and a smooth shopping experience. If you receive a product that is damaged, defective, or different from what you ordered, we are here to help.

1. Return & Replacement Eligibility

You may request a return or replacement if:

- You received the wrong product.
- The product arrived damaged or defective.
- The product is significantly different from the description shown on our store.
- The product has a manufacturing fault that prevents normal use.

All return or replacement requests must be made within 24 hours of receiving your order.

2. Requirements for Returns

To request a return or replacement:

- Contact ZENTRIX customer support within 24 hours.
- Provide your order details.
- Provide clear photos or a video showing the issue with the product.
- The product should be returned in its original condition and packaging where reasonably possible.
- Products that have been intentionally damaged, misused, modified, or improperly handled may not qualify for a replacement or refund.

3. Replacement Delivery Fee

If your replacement request is approved, the customer is responsible for paying the delivery fee for the replacement order.

This applies even where the original order included free delivery.

The replacement delivery fee must be paid before the replacement product is dispatched.

4. Refunds

Refunds may be considered where:

- The product is confirmed to be defective and a replacement is unavailable.
- The wrong product was delivered and a suitable replacement cannot be provided.
- ZENTRIX is unable to fulfil the order.

Once a refund is approved, the refund will be processed using an appropriate available payment method.

Original delivery fees are generally non-refundable, except where the issue was caused directly by ZENTRIX.

5. Change of Mind

We do not accept returns or refunds simply because a customer has changed their mind, ordered the wrong item, or no longer wants the product after delivery.

Please carefully confirm your order before completing your purchase.

6. Failed Delivery & Customer Unavailability

For Cash on Delivery (COD) orders, customers are expected to be available and reachable when the rider arrives.

If a customer confirms an order but becomes unreachable, refuses to receive the package, or repeatedly fails to accept delivery without a valid reason, ZENTRIX reserves the right to cancel the order and restrict future COD orders from that customer.

7. Product Inspection

Customers are encouraged to inspect their products immediately after delivery.

If your product appears damaged or has a problem, please contact us before attempting repairs, modifications, or disassembly, as this may affect your eligibility for a return or replacement.

8. Non-Returnable Situations

A return or replacement may be declined if:

- The request is made after the 24-hour reporting period.
- The product was damaged through misuse or negligence.
- The product has been modified, repaired, or disassembled by the customer.
- There is no evidence of the claimed issue.
- The product is returned without approval from ZENTRIX.
- The issue is caused by normal wear and tear.

9. How to Request a Return or Replacement

To start a return or replacement request, contact ZENTRIX Customer Support with:

1. Your order number.
2. Your name and phone number used for the order.
3. A description of the issue.
4. Clear photos or a short video showing the problem.

Our team will review the request and provide instructions on the next steps.

10. Policy Changes

ZENTRIX reserves the right to update this Return & Refund Policy when necessary. Any changes will be posted on this page.

Thank you for shopping with ZENTRIX — Smart Choice, Better Living.