Refund policy
30-DAY EASY RETURNS
At ZentaraStore, customer satisfaction is important to us. If you are not fully satisfied with your purchase, we offer a straightforward and transparent return process.
RETURN POLICY OVERVIEW
Return Window
Customers may request a return within 30 days of receiving their order.
Item Condition
Returned items must be unused, in their original condition, and include all original packaging, accessories, and tags where applicable.
Eligible Orders
This return policy applies to purchases made directly through ZentaraStore.
ORDER CANCELLATIONS
Orders may be canceled within 12 hours of purchase. After this period, orders may already be processed for shipment and cancellation may no longer be possible.
RETURN SHIPPING COSTS
Change of Mind Returns
If you would like to return an item due to a change of mind, return shipping costs are the responsibility of the customer. Original shipping charges are non-refundable.
Incorrect or Damaged Items
If you receive an incorrect, damaged, or defective item, please contact our support team and we will assist you with the return process.
Restocking Fees
We do not charge restocking fees for approved returns.
HOW TO START A RETURN
To request a return:
- Contact us at returns@zentarastore.com with your order number and reason for the return request.
- Our support team will review your request and provide return instructions if eligible.
- Securely package the item in its original packaging.
- Ship the item using the provided return instructions.
RETURN ADDRESS
The return address will be provided by our support team once the return request has been approved.
RETURN INSPECTION & REFUNDS
All returned items are inspected once received to ensure they meet our return eligibility requirements.
Approved refunds are processed within 7 business days after the returned item has been received and inspected. Depending on your payment provider or bank, additional processing time may apply before funds appear in your account.
Refunds will always be issued to the original payment method used during checkout.
FAILED DELIVERIES
If an order is returned due to an incorrect shipping address provided by the customer or failed delivery attempts, additional shipping charges may apply for re-delivery.
EXCHANGES
We currently offer exchanges only for items that arrive damaged, defective, or incorrect.
Please contact returns@zentarastore.com for assistance with exchange requests.
NON-RETURNABLE ITEMS
The following items are not eligible for return:
- Used products
- Items damaged through misuse
- Products returned without original packaging or accessories
- Certain hygiene-sensitive items where specified on the product page
CONTACT INFORMATION
Store Name: ZentaraStore
Address: 23 Sunbird Way, Kialla, VIC 3631, Australia
Email: support@zentarastore.com
Returns Email: returns@zentarastore.com
Phone: +61 405 171 113
CUSTOMER SUPPORT HOURS
Monday to Friday: 9:00 AM – 5:00 PM (AEST/AEDT)
Our support team aims to respond to all enquiries within 24 business hours. Messages received during weekends or public holidays may be answered on the next business day.