Política de reembolso
Return & Refund Policy
Our return policy is valid for a period of 14 days. If 14 days have passed since the delivery of your order, unfortunately we cannot offer you a refund or exchange.
To be eligible for a refund, the item must be unused and in the same condition in which you received it. It must also be in its original packaging.
A receipt or proof of purchase is required for all returns.
We do not accept returns for exchanges or refunds, except in the case of items damaged during transit. To be eligible for a refund, the item must be unused and in the same condition in which you received it. It must also be in its original packaging.
Order Refund / Return — If Applicable
To receive a refund or exchange, you must email us at customers@zentora-oficial.com within 14 days of receiving the products, including photos of the damaged items.
Once we have received the damaged item, we will send you a replacement item. If we do not have a replacement item available, we will refund the full amount of your purchase.
Please contact us at customers@zentora-oficial.com or through our contact page so that we can provide you with our return address. Once the item has been inspected, we will issue your refund within 2 to 5 business days.
Late or Missing Refunds
If you have not yet received your refund, please first check your bank account again.
Then contact your credit or debit card provider. It may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and still have not received your refund, please contact us.
Lost or Stolen Packages
We are not responsible for lost or stolen packages where delivery has been confirmed to the address provided for the order.
Upon request, we will confirm the delivery to the address provided, the delivery date, the tracking information and the carrier details so the customer can verify this information.
Why Can Beauty and Hygiene Products Not Be Returned?
List of hygiene products that cannot be returned or refunded — this list is not exhaustive: underwear, bikinis, makeup, haircare products, beauty products, etc.
We take hygiene and public safety very seriously and refuse returns of beauty and health products to ensure the safety of all our customers. We are not the only ones. Other beauty and health product suppliers refuse returns for the same reasons.
Order Cancellations
Our orders are sent directly for processing, so unfortunately it is not possible to cancel an order once it has been placed.
Do I Have to Pay the Return Costs?
Yes, all customers are responsible for the cost of their return. The cost may vary between £4 and £9 depending on your location.
We recommend that you send your return using a tracked shipping service, as we cannot accept responsibility for lost returns.
Please send your return to the following address:
Dayone Warehouse, Lane 1177, Jianlan Road, Meixu Street, Yinzhou Qu, Ningbo Shi, Zhe Jiang Sheng, China, 315100f.
Please note that estimated delivery times are approximate and may vary due to external factors outside the control of Zentora and the delivery service.
Exchanges — If Applicable
We only replace items if they are defective or damaged. Please contact us at customers@zentora-oficial.com.
Shipping Costs
You are responsible for paying your own shipping costs when returning your item.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
The time it may take for your exchanged product to reach you may vary depending on where you live.
We recommend using a tracked shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
To resolve any issue, please contact us at: