Refund policy

Effective date: 17 September 2025

1) Overview

At Zento, we want you to be satisfied with your purchase. If something isn’t right, this policy explains how returns and refunds work for orders placed on our website. This policy applies globally, with specific notes where required by law.

2) Return window

• Standard returns (global): you may request a return within 14 days of delivery.
• EU/UK consumers: the global 14-day period also fulfills the statutory right of withdrawal (see Section 10).

3) Return eligibility

To be eligible for a return:

• The item must be in unused condition, with tags, accessories, manuals, and original manufacturer packaging intact.
• You must include the order number and the return authorization (RMA) we provide.
• For kits/bundles, the full set must be returned unless otherwise agreed.

4) Non-returnable items

For hygiene, safety, or customization reasons, we cannot accept returns of:

• Opened consumables (e.g., cosmetics, food, supplements) or items with broken seals.
• Personal care items, intimate apparel, and body-piercing jewelry once opened.
• Custom-made or personalized products.
• Gift cards, digital content, or services.
• Items marked as “clearance/final sale” at the time of purchase.

5) Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, please notify us within 7 days of delivery. We will provide a solution which may include replacement, exchange, or refund. Please attach clear photos of the item, packaging, and shipping label to speed up the process.

6) How to request a return (RMA)

1. Email us: contact@zentoshop.com.br with your order number, item(s), and reason for return.
2. Receive authorization: we will reply with your RMA, instructions, and the correct return address.
3. Pack securely: use the original packaging if possible. Remove or cover old labels and include the order number inside the package.
4. Ship: use a trackable service and keep your receipt/tracking number.
5. Inspection & refund: once received, we will inspect the item and process your refund as outlined in Section 7.

7) Refund method & timing

• Refunds are issued to the original payment method used at checkout.
• Once approved, we initiate refunds within 5–10 business days. Your bank or payment provider may take additional time to post the funds.
• Shipping fees paid at checkout are non-refundable, unless the return is due to our error (damaged/defective/incorrect item). For EU/UK, where required by law, we will also refund the standard outbound shipping cost in cases of withdrawal within the period.
• If there is loss of value due to handling beyond what is necessary to check the item, we may deduct such amount from your refund as permitted by law.

8) Return shipping costs

• Change of mind/unwanted items: the customer is responsible for return shipping (unless local law requires otherwise).
• Our error (damaged, defective, incorrect item): we provide a prepaid label or reimburse reasonable return shipping as instructed.
• We are not responsible for items lost or damaged during return shipping arranged by the customer; please use a tracked/insured service.

9) Exchanges

For faster processing, we recommend returning the item for a refund and placing a new order. In some cases, we may offer a direct exchange depending on availability and location.

10) Cancellations & right of withdrawal (EU/UK)

• Order cancellations: if your order has not shipped yet, you may request cancellation by email. If already shipped, you must follow the return process after delivery.
• Right of withdrawal (EU/UK): you may withdraw from your purchase within 14 days of delivery without giving any reason. This period is also Zento’s global standard.
• When exercising the right of withdrawal, you must notify us within the period and return the product without undue delay, and no later than 14 days after notification.
• We will refund the product price and, where required by law, the standard outbound shipping cost within 14 days of receiving the returned product or acceptable proof of return.
• The customer is responsible for the direct cost of returning the goods (unless we provide a prepaid label due to our error).

11) International orders, customs & refused deliveries

• Duties/taxes: may apply depending on your country and are the responsibility of the customer. Such charges are non-refundable.
• Refused/undeliverable packages: if a package is returned due to an incorrect address, refusal, or failure to pay duties, we will refund the product price minus shipping and any carrier fees once received and processed.
• Currency: refunds are issued in the original payment currency; exchange rate differences and bank fees are outside our control.

12) Return address

Our return hubs vary depending on product and region. Do not send any returns without an RMA. The correct return address will be provided in your authorization email to ensure proper and timely processing.

13) Contact

14) Legal rights

Nothing in this policy affects your statutory rights under applicable consumer protection laws. In case of conflict between this policy and mandatory local law, local law will prevail.

Company: Zento • Support: contact@zentoshop.com.br