Refund policy

Return and Refund Policy

At Zentaurra, customer satisfaction is our priority, and we strive to provide high-quality products. If for any reason you are not satisfied with your purchase, you have the right to request a return or refund according to our return policy.

1. Right of Withdrawal (in accordance with European legislation)
In line with the European Consumer Rights Directive, you have the right to withdraw from your purchase within 14 calendar days from the date of receipt of the products, without providing any reason. You can exercise this right by contacting us at zenaturra@gmail.com, mentioning your order number and the product details you wish to return.

Conditions for exercising the right of withdrawal:

• The product must be returned in its original condition, unused, undamaged, and in its original packaging.
• Certain products are not eligible for withdrawal, including personalized items, perishable goods, and sealed products that cannot be returned for hygiene reasons (e.g., underwear, opened cosmetics).
• Return shipping costs are the responsibility of the customer, except if the product received is defective or not as described.

2. Return Procedure
If you wish to return a product, please follow these steps:

• Contact our customer service at zenaturra@gmail.com to obtain return authorization.
• Carefully pack the product with all accessories, documentation, and original packaging.
• Ship the product to the address we will provide after confirming your return request. We recommend using a tracked shipping service to ensure the safe return of your item.

3. Refunds
Once we receive and verify that the returned product complies with our return conditions, we will process your refund within 14 days. The refund will be made via the original payment method used at the time of purchase.

Refund Conditions:

• Initial shipping fees are non-refundable unless the product is defective or the error is on our part.
• If the product shows signs of wear or excessive handling by the customer, a deduction may be applied to the refunded amount, in line with applicable law.

4. Defective or Incorrect Products
If you receive a damaged or incorrect product, please contact us within 7 days of receipt at zenaturra@gmail.com. We will arrange for the return of the product and offer a replacement or a full refund, including return shipping fees.

5. Exceptions
Certain product categories are not eligible for return or refund:

• Personalized or custom-made products.
• Sealed products that cannot be returned for hygiene or health protection reasons (e.g., cosmetics, underwear) if the seal has been broken after delivery.
• Digital products or services provided immediately after purchase.

6. How to Contact Us
For any questions regarding our return or refund policy, please contact us at:

Email: zenaturra@gmail.com

7. Policy Modifications
We reserve the right to modify this policy at any time. Any changes will be posted on this page. The applicable policy will be the one in effect on the date of your purchase.