Refund Policy

At Zentra Flow, customer satisfaction is at the heart of everything we do. We aim to ensure that every product you purchase meets your expectations in quality and performance. However, if for any reason you are not satisfied with your order, our Refund Policy is designed to provide a fair, clear, and efficient resolution process.

We process refunds in accordance with our 30-day Return Policy and aim to make sure every eligible refund is handled promptly and professionally. This policy explains when refunds apply, how they are processed, and the conditions under which full or partial refunds may be issued.

Eligibility for Refunds

A refund may be issued if your product return meets all of the following conditions:

1. The product was purchased directly from Zentra Flow.

2. The return request is submitted within 30 days of delivery.

3. The product is unused, undamaged, and returned in its original packaging with all included accessories, manuals, and parts.

4. You have a valid proof of purchase, such as an order confirmation or invoice.

Refunds are not guaranteed for items that do not meet these standards. Products returned without prior authorization or that show signs of use, damage, or assembly may qualify only for a partial refund or may be rejected entirely.

Non-Refundable Items

Certain items are non-refundable due to safety, hygiene, or customization reasons. These include:

• Custom or made-to-order products.

• Clearance or final-sale items.

• Items that have been assembled, installed, or used (e.g., swing sets, trailers, garden sheds).

• Perishable or consumable parts (such as coffee filters, oils, or printer cartridges once opened).

• Products returned without their original packaging or with missing accessories.

Refund Process

If your product meets the return requirements, follow these simple steps to request a refund:

1. Contact Us
   Send an email to our customer service team at Zentraflowltd@gmail.com with your order number, reason for return, and any supporting photos (if applicable).

2. Approval and Authorization
   Once your return is reviewed and approved, you will receive a Return Authorization Number (RAN) along with instructions on how and where to send your item. Please do not ship any item without this authorization.

3. Return the Product
   Pack your product securely in its original box and send it to:

   Zentra Flow Returns Department
   Unit 2, 26 Winsbeach, London, England, E17 3SS

   Use a trackable courier service to ensure safe delivery. Unless the refund is due to a product defect or error on our part, the return shipping costs are the customer’s responsibility.

4. Inspection and Processing
   Once we receive your returned item, our quality assurance team will inspect it. The inspection typically takes 3–5 business days after we receive the package.

5. Refund Issuance
   Upon successful inspection, your refund will be processed within 5–7 business days. You will receive a confirmation email once your refund has been issued.

Refund Method

• Refunds are always issued to the original payment method used during the purchase (e.g., credit/debit card, PayPal, or bank transfer).

• Please note that original shipping and handling fees are non-refundable unless the return is due to our mistake.

• If the payment was made via cash on delivery (COD), you will be asked to provide valid banking details for the refund transfer.

Depending on your bank or payment provider, it may take an additional 3–10 business days for the refunded amount to appear in your account.

Partial Refunds

In certain situations, a partial refund may be granted. These include:

• The item is returned with missing parts or accessories.

• The product shows minor signs of use or handling.

• The packaging is damaged, but the product remains functional.

• The item is returned after the 30-day period (subject to approval).

Partial refunds are determined based on the product condition and restocking requirements.

Damaged or Defective Items

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery. Send photos or videos showing the issue to Zentraflowltd@gmail.com for verification.

Once verified, we will:

• Replace the item at no additional cost, or

• Offer a full refund including shipping charges.

If the issue is minor or repairable, you may also be given the option of a discount or partial refund instead of a return.

Refunds for Cancelled Orders

• Orders cancelled before dispatch are eligible for a full refund.

• Orders cancelled after dispatch must follow the standard return process.

• Custom or special-order items cannot be cancelled once production has begun.

Shipping Fee Policy

• Original shipping fees are non-refundable, except in cases of incorrect or damaged deliveries.

• For voluntary returns (e.g., wrong size, change of mind), customers must cover the return shipping cost.

• If Zentra Flow is at fault (wrong item sent, defective product), we will fully cover return shipping.

Processing Time

Refunds are processed within 5–7 business days after the product is received and inspected.
During busy seasons or holidays, refund processing may take slightly longer, but we always strive to handle each case as quickly as possible.

Our Commitment to Fairness

At Zentra Flow, we believe in transparency and fairness in every transaction. Every refund request is carefully reviewed to ensure a just outcome for both our customers and our brand. Our support team is dedicated to providing timely updates and keeping you informed throughout the process.

We understand that trust is earned, and our goal is to make every refund experience as smooth and stress-free as possible.

Contact Us

If you have any questions regarding your refund or need help initiating the process, please contact our support team:

📧 Email: Zentraflowltd@gmail.com
📦 Return Address: Unit 2, 26 Winsbeach, London, England, E17 3SS
🕒 Support Hours: Monday – Saturday, 9 AM – 6 PM (PKT)

We’re always here to assist and ensure you have a positive experience with Zentra Flow.

Note

Zentra Flow reserves the right to decline a refund if the product does not meet the terms outlined above. Please review our Return and Refund Policies carefully before sending back any item.