While we fully stand by every product that we sell, we understand that sometimes you might change your mind or realise the product you ordered wasn't exactly what you were hoping for.
That's why we offer a 14 Days Return Policy.
If you decide you want to return an item for any reason within 14 days after receipt of your order, please email us atsales@zentra-eu.com with your order number and we will provide detailed instructions on how to process the return.
Please note, you as the customer will be responsible for paying the return shipping costs of the item(s) in your order.
Once your return item(s) have been received and inspected at our warehouse(s), we will send you an email notification that we have processed your return payment.
*Please note: We allow returns if the product has only been opened and inspected, but not used. Products showing signs of use, wear, or missing accessories are not eligible for refund.
We allow returns if the product has only been opened and inspected, but not used.
If you decide you want to return your order, please email us atsales@zentra-eu.com with your order number and we will assist you. We want to make this as simple of a process as possible for you.
Please do not ship your return until we have confirmed the correct return address with you.
All standard returns must be sent to our central return address:
Zentra Online - Returns Department
Groeneweg 32c
1861 PH Bergen
The Netherlands
In some cases, especially for large or technical equipment, we may ask you to ship directly to the manufacturer’s warehouse. Our customer service team will confirm the correct return location with you by email before you send back the product.
Orders Not Received
If your order has not arrived within the estimated delivery time, please contact us atsales@zentra-eu.com with your order number. We will investigate with the courier and, if the package is confirmed lost, we will offer you either a replacement or a full refund.
Damages
If the product is damaged, you must make note of it immediately when signing for delivery and send photos to sales@zentra-eu.com the day of delivery.
Zentra will pay for shipping defective, damaged, or incorrect merchandise at our cost.
Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorized by our customer service department prior to being processed.
We will ensure you get the product you ordered, undamaged, as soon as possible. Items that become damaged after use are non-refundable unless specified under warranty.
Cancellations
If you would like to cancel an order, please email or call us immediately.
Orders canceled before shipment will receive a full refund. Orders canceled after shipment fall under our 14-day return policy and may be subject to return shipping costs.
Timeframes for Reporting Issues
To make sure we can help you quickly, please report issues within the following timeframes:
-
Change of Mind: 14 days from the date you received the order.
-
Damaged Items: On the day of delivery (please send photos the same day).
-
Wrong Product Received: Within 7 days of delivery.
-
Faulty Product (after delivery): Within 14 days of delivery, unless covered by warranty.
-
Order Not Received: Within 30 days from the order date.
-
Order Cancellation: Before the order has been shipped for a full refund; after shipment, our 14-day return policy applies.
Refund Processing Time
Once we get your returned item, we’ll check it and then send your money back. This usually takes 5 to 7 days. We’ll let you know as soon as your refund is on the way.
Refund Method
All refunds will be made to your original payment method unless otherwise agreed in writing.
Other Return Policy Notes:
All products sold on our website follow this 14-day return policy unless explicitly stated otherwise in the product description.
Certified pre-owned or used products are not eligible for return unless they arrive damaged or defective.
Orders placed for short-term or temporary use (e.g., trade shows, promotional events) are generally not eligible for return unless the product arrives damaged or is not as described.
Faulty Items After Delivery
If your item stops working within 14 days of delivery and is not due to misuse or damage, please contact us for a replacement or refund. Items may also be covered by the warranty, see our Product Warranty Policy for details.
