Refund policy

This policy applies to all purchases made through the online store Zentrivoqelz (referred to as “we,” “us,” or “our”). It explains how returns, exchanges, and refunds are handled in a clear and transparent manner for customers in the United States.

1. Return & Exchange Period

Customers may request a return or exchange within 35 days from the date of delivery.

Requests submitted after this period are not guaranteed to be accepted and will be reviewed based on individual circumstances.

2. Eligible Return Situations

A return or exchange may be requested in the following cases:

  • The item arrives damaged or broken;
  • The product has defects or quality issues affecting normal use;
  • The received item is not consistent with the order details;
  • Incorrect item, model, or quantity was shipped;
  • The product shows noticeable odor or unacceptable appearance issues;
  • The customer decides to return the item for personal reasons.

We recommend keeping the product in its original condition, including packaging and components, to ensure smooth processing.

3. Return Request Process

To start a return, customers should contact our support team and provide:

  • Order number;
  • Proof of purchase or payment confirmation;
  • Description of the issue or reason for return;
  • Photos or videos of the product (if available).

Once reviewed and approved, return instructions and the return address will be provided.

Each order includes a return label placed inside the package at the time of shipment. Please use this return label and attach it clearly on the outside of the parcel when sending the item back. If the label is missing or damaged, please contact us before shipping.

After we receive the returned item, it will be inspected to confirm eligibility before proceeding with any refund or exchange.

4. Exchange Handling

For exchange requests, customers should follow the same initial steps and submit the required order details and supporting materials.

Once approved, instructions for returning the original item will be provided.

After the returned product is received and verified, the replacement item will be shipped within 2–4 business days, and a shipping confirmation will be sent.

5. Refund Processing Time

Approved refunds will be processed within 2–3 business days after the return is confirmed.

The time required for the funds to appear in the customer’s account may vary depending on the payment provider or financial institution.

6. Shipping Cost Policy

  • If the return is due to damage, defect, or incorrect shipment, return shipping costs will be covered by us.
  • If the return is due to personal preference or other non-product-related reasons, the customer is responsible for return shipping costs.

No additional processing or handling fees will be charged for approved returns or exchanges.

7. Important Notes

Please ensure items are securely packaged to avoid damage during transportation.

Returns must only be sent to the address provided after approval from our support team.

Delays caused by incomplete or incorrect customer information may extend processing times.

We will assist in resolving any unexpected logistical issues as quickly as possible.

8. Contact Information

If you have any questions regarding returns, exchanges, or refunds, please contact us:

Address: 45 Rolling Way, Smiths Grove KY 42171, United States

E-mail: assist@zentrivoqelz.com

Telephone：+1 (270) 749-2088

Opening hours: Monday to Friday, 9:00 a.m. to 6:00 p.m. (CTZ)