Hygiene-sensitive items
Zentro Wears sells intimate apparel, including bras, lingerie sets, panties and related garments. Because these products are hygiene-sensitive, we generally do not accept returns or issue refunds for change of mind, size or fit preference, colour or style preference, or for items that have been worn, washed, used, altered, opened in a way that affects hygiene, or returned without their original tags, packaging or hygiene protection where applicable.
When we will review a claim
We will review a claim when an item arrives damaged or defective, when we send the wrong item or size, or when the item received is materially different from what was ordered. Please contact Zentro Wears within 48 hours of delivery and include your order number plus clear photos or video showing the issue.
Condition of eligible items
Any item submitted for an approved claim must remain unworn, unwashed and unused, with original tags, packaging and any hygiene protection intact. We may decline a claim if the item shows signs of wear, washing, fragrance, deodorant, makeup, alteration, damage caused after delivery, or missing hygiene protection.
Resolution of approved claims
Where a claim is approved, we may offer a replacement or exchange where stock is available. If a suitable replacement is unavailable, we may provide store credit or a refund as appropriate. Original shipping charges are normally non-refundable unless the issue resulted from an error by Zentro Wears or a refund is otherwise required by applicable law.
Order cancellation
If you need to cancel an order, contact us as soon as possible. We can only consider cancellation before the order has been dispatched. Once an order has entered dispatch or has been handed to the courier, it can no longer be cancelled under this policy.
Consumer rights
This policy is intended to protect hygiene while keeping genuine order problems fair to customers. Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable consumer law.