Refund policy
At Zentolo, we want you to feel confident about your purchase. If something isn't right, we're here to help.
30-Day Returns
We offer a 30-day return policy on eligible items.
You have 30 days from the date your order is delivered to request a return.
To qualify for a standard return, your item must be:
- In the same condition as when you received it
- Unused and uninstalled
- Free from damage caused after delivery
- Returned with all included accessories
Items must be securely packaged to prevent damage during return shipping. We recommend using the original packaging whenever possible.
You'll also need your order number or other proof of purchase.
Regularly discounted items are eligible for returns under the same conditions as full-price items.
Personalized products are subject to the exceptions described below.
These conditions do not limit your rights regarding defective, damaged, or incorrectly supplied goods.
How to Request a Return
To start a return, please email us at hello@zentolo.com.
Include your order number and a brief explanation of why you'd like to return the item.
Our support team will review your request and provide the appropriate return instructions.
If your return is approved, we'll provide the correct return address and shipping instructions.
Please do not send products to our registered business address or return items without contacting us first.
Returns sent without prior instructions may be delayed.
Return Shipping Costs
Return shipping costs depend on the reason for the return.
Standard Returns
For returns due to a change of mind, an incorrect size selection, or personal preference, customers are responsible for return shipping costs.
If we offer a prepaid return label, we'll explain the cost before you agree to use it. Any agreed deduction from your refund will be disclosed in advance.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, Zentolo will cover the applicable return shipping costs if a return is required.
In some cases, we may offer another appropriate resolution without requiring the item to be returned.
Any applicable legal rights will be respected.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, or different from what you ordered, contact us as soon as possible at hello@zentolo.com.
To help us review the issue, please include:
- Your order number
- A brief description of the problem
- Clear photos showing the issue
- Photos of the packaging, if the item was damaged during shipping
We'll review the details and work with you on an appropriate resolution, which may include a replacement, refund, or another remedy depending on the circumstances.
Personalized & Custom Products
Personalized products made to your specifications, such as metal signs or wall racks featuring a custom name or personalized text, are generally not eligible for returns due to a change of mind.
This restriction does not apply where a return or other remedy is required by applicable law, including when an item arrives damaged, defective, or different from the agreed specifications.
Standard, non-personalized Zentolo designs remain eligible under our 30-day return policy, even if they are produced after an order is placed.
If you're unsure whether an item qualifies as personalized, please contact us before ordering.
Non-Returnable Items
The following items are generally not eligible for standard change-of-mind returns:
- Personalized products made to customer specifications
- Gift cards, if offered
- Products damaged through use, installation, misuse, or improper handling after delivery
These exclusions do not limit rights or remedies available under applicable consumer protection laws.
Exchanges
If you'd like a different design or size, please contact us.
For standard exchanges, the simplest option is usually to return the eligible item and place a separate order for the new design or size.
If an item is damaged, defective, or incorrect, please contact us first so we can review the issue and determine the appropriate resolution.
Refunds
Once we receive your return, we'll inspect the item and notify you whether your refund has been approved.
For approved returns outside any applicable statutory refund procedure, refunds are generally issued to your original payment method within 10 business days after approval.
Your bank or credit card provider may require additional time to process and post the refund.
For standard change-of-mind returns, original shipping charges, if any, are generally non-refundable unless required by law.
Any agreed return shipping deductions will be disclosed before they are applied.
If more than 15 business days have passed since your refund was approved and you haven't received it, please contact hello@zentolo.com.
Where applicable law requires a different refund process or deadline, those legal requirements will take precedence.
European Union — Right of Withdrawal
For eligible orders covered by European Union consumer protection laws, customers have a statutory right to withdraw from an online purchase within 14 days of receiving the goods, without providing a reason.
To exercise this right, notify us at hello@zentolo.com within the applicable withdrawal period.
You must then return the goods within 14 days after notifying us of your decision to withdraw, unless another arrangement applies.
For a valid statutory withdrawal, we will refund payments as required by applicable law, including eligible standard outbound delivery charges. Refunds will be processed within the legally required timeframe.
Where permitted by law, we may withhold the refund until we receive the returned goods or you provide evidence of having sent them back, whichever occurs first.
Customers are responsible for the direct cost of return shipping where this responsibility has been properly disclosed before purchase and applicable law allows it.
The statutory right of withdrawal may not apply to goods made to the customer's specifications or clearly personalized.
Customers may be responsible for any reduction in value resulting from handling beyond what is necessary to inspect the goods.
Our voluntary 30-day return policy does not restrict or replace your statutory consumer rights.
Questions About Returns?
If you have questions about return eligibility, shipping costs, or a problem with your order, we're here to help.
Email: hello@zentolo.com
Please include your order number when contacting us about an existing purchase.