Refund policy
At Zento.co.za, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to help. Please read our policy carefully before submitting a request.
1. 30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee on all orders. If your item arrives damaged, defective, or not as described, you are eligible for a full refund or free replacement. Your request must be submitted within 30 days of the delivery date.
2. Eligible Reasons for a Return
You may request a return or refund if:
- The item arrived damaged or broken
- The item is defective or does not function as described
- You received the wrong item
- The item did not arrive within the estimated delivery window
We do not accept returns for change of mind once the order has been shipped.
3. How to Request a Return or Refund
To initiate a return or refund, please contact us at hello@zento.co.za with the following information:
- Your order number
- A description of the issue
- Photos or a short video showing the problem (if applicable)
Our team will review your request and respond within 24–48 hours.
4. Refund Options
Once your return request is approved, we will offer one of the following:
- Full refund to your original payment method
- Free replacement shipped to your address
- Store credit for future purchases
Refunds are processed within 5–10 business days depending on your bank or payment provider.
5. Return Shipping
In most cases, you will not be required to return the item. Our team will assess your case based on the evidence provided. If a physical return is required, we will provide further instructions. Return shipping costs are the responsibility of the customer unless the item is confirmed defective or incorrect.
6. Insured Shipping Claims
If you selected insured shipping at checkout and your order was lost, stolen, or arrived severely damaged, you are entitled to a full refund or replacement at no extra cost. Claims must be submitted within 14 days of the expected delivery date.
7. Non-Refundable Situations
Refunds will not be issued in the following cases:
- The return request is submitted after 30 days of delivery
- The item has been used, altered, or damaged by the customer
- The customer provided an incorrect shipping address
- The order was refused at delivery without a valid reason
8. Late or Missing Refunds
If you have not received your refund after 10 business days, please check with your bank first. Processing times vary by provider. If the issue persists, contact us at hello@zento.co.za and we will investigate promptly.
Contact Us
For any return or refund enquiries, please reach out:
📍 12 Bayside Road, Cape Town, Western Cape, 8001
🕐 We respond within 24 hours