Returns & Refund Policy
1. General Return Terms
At zentoq, we want you to be satisfied with your purchase. If you are unhappy with an eligible physical item, you may request a return or exchange within 30 days of delivery.
2. Return Conditions
To be eligible, the product must:
-
Be unused and remain in its original condition.
-
Include all original packaging, accessories, and supplied components.
-
Be accompanied by proof of purchase, such as an order confirmation or receipt.
-
Not have been customised beyond the standard options shown on the product page.
3. How to Submit a Return Request
Please contact us before sending any item back. All returns require advance approval by email.
If your request is approved, we will provide:
-
A prepaid return shipping label.
-
Instructions for packaging the item.
-
A Return Authorisation Number, known as an RA#.
The RA# must be displayed clearly on the outside of the parcel.
Returns sent without prior approval will not be accepted or processed.
4. Damaged, Incomplete, or Incorrect Orders
Contact us as soon as possible if your order arrives damaged, incomplete, or different from what you ordered.
Examples include:
-
Damage to the item or its packaging.
-
An incorrect size, colour, or design.
-
Missing parts or included components.
After reviewing the details, we will arrange an appropriate resolution.
5. Items Excluded from Returns
The following products are not eligible for return:
-
Personalised or custom-made items, including products featuring custom text or images.
-
Final-sale or clearance merchandise.
-
Products damaged after delivery because of misuse, mishandling, or improper care.
6. Exchanges
If you want to exchange an item, first complete the return process for the original product and then place a separate order for the replacement.
Once the original return has been approved, any eligible credit may be applied towards the replacement purchase.
7. Inspection and Refund Times
Once your return arrives, it will be inspected. This process usually takes 3–5 business days.
We will then notify you whether the return has been approved. If approved, the refund will be issued to your original payment method within 5–7 business days.
Your bank or payment provider may require an additional 3–10 business days before the refunded amount appears in your account.
8. Contact Information
For questions about returns, refunds, or exchanges, please contact us:
Store: zentoq
Email: contact@zentoq.shop
Phone: +44 20 7464 8147
Address: 11A Buckingham Rd, Doncaster DN2 5DD, UK