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At Zentex, every product is custom-made to order. Due to the personalised nature of our merchandise, we maintain a strict policy on refunds and returns. Please read the following carefully before placing your order.

🔹 Custom Products – No Change of Mind Refunds

Because our products are made-to-order and often customised, we do not offer refunds, returns, or exchanges for:

  • Change of mind

  • Incorrect selections made at checkout (e.g. quantity, size, colour, design)

  • Delays caused by third-party couriers or shipping services

  • General dissatisfaction with product style or preference where specifications were met

🔹 If We Make a Mistake

We stand behind the quality of our work. If Zentex has made an error in your order, we will gladly work with you to put it right.

We will offer a replacement or full refund only in the following cases:

  • The product received differs materially from what was ordered (e.g., wrong item, incorrect customisation).

  • There is a manufacturing defect that affects the function or presentation of the item.

  • Your order arrives damaged due to packaging error by Zentex (excluding courier damage unless insured).

🔹 Claims Process

If you believe we’ve made an error, please email us at in**@**********al.com within 5 business days of receiving your order. Include:

  • Your order number

  • Photos clearly showing the issue

  • A description of the problem

All claims will be assessed by our team, and if the error is ours, we will arrange a replacement or refund promptly.

🔹 Shipping & Return Costs

  • If a return or refund is approved due to an error on our part, Zentex will cover any associated shipping costs.

  • If a return is requested or required for any other reason, all returns are return-to-base (RTB) at the customer’s cost. Zentex will not reimburse shipping for items returned without prior approval.

🔹 Final Notes

By placing an order with Zentex, you acknowledge and accept the terms of this Refund & Returns Policy. We strongly advise double-checking all order details and artwork proofs before confirming your purchase.

All approved returns must be sent to our nominated returns address that we will send you.