Refund policy

Effective Date: 25 July 2026

At ZENTRO, we are committed to providing high-quality products and an excellent shopping experience. Please read our Return & Refund Policy carefully before making a purchase.

Returns

Due to the personal and hygienic nature of underwear, lingerie, and other intimate apparel, we do not accept returns or exchanges for products that have been opened, worn, washed, or used, except in cases where the item is damaged, defective, or incorrect.

You may be eligible for a return if:

  • You received a damaged product.
  • You received a defective product.
  • You received the wrong item.
  • The product is missing parts or accessories due to our error.

To be eligible, the item must:

  • Be unused and in its original condition.
  • Have all original tags, labels, and packaging intact.
  • Be reported within 7 days of the delivery date.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged unless they are damaged or defective upon delivery:

  • Underwear
  • Briefs
  • Boxers
  • Trunks
  • Panties
  • Bras
  • Lingerie
  • Shapewear
  • Socks
  • Products marked as "Final Sale" or "Non-Returnable"

How to Request a Return

To request a return, please email us at:

Email: infozentrocare@gmail.com

Please include:

  • Order Number
  • Full Name
  • Contact Number
  • Reason for the return
  • Clear photos of the product and packaging (if damaged or incorrect)

Our support team will review your request and respond within 2 business days.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your refund is approved:

  • The refund will be processed to your original payment method.
  • Refunds are generally completed within 5–10 business days, depending on your bank or payment provider.

Shipping charges, gift wrapping fees, and other service charges are non-refundable unless the return is due to our error.

Exchanges

We replace products only if they are:

  • Damaged during delivery
  • Defective
  • Incorrectly shipped

Exchange requests must be submitted within 7 days of receiving your order.

Replacement products are subject to stock availability.

Order Cancellations

Orders may be cancelled before they are shipped.

Once an order has been dispatched, it cannot be cancelled. If eligible, you may request a return after delivery in accordance with this policy.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.

Include photographs of:

  • The product
  • The shipping package
  • The shipping label

This helps us resolve your request as quickly as possible.

Refused or Undeliverable Orders

If an order is returned to us because:

  • The delivery address was incorrect,
  • Delivery attempts were unsuccessful, or
  • The package was refused,

additional shipping charges may apply to resend the order.

Late or Missing Refunds

If you have not received your refund after the expected processing time:

  1. Check your bank account or payment method.
  2. Contact your bank or payment provider, as processing times may vary.
  3. If you still need assistance, contact us at infozentrocare@gmail.com.

Contact Us

If you have any questions about this Return & Refund Policy, please contact us:

Brand: ZENTRO

Customer Support Email: infozentrocare@gmail.com

Support Hours: Monday – Saturday, 10:00 AM – 6:00 PM (IST)

Response Time: Within 24–48 business hours

Thank you for shopping with ZENTRO. We appreciate your trust and are committed to providing quality products and responsive customer support.