Returns & FAQ – ZENTLY

Last updated: 10 May 2026

We want you to be satisfied with your purchase from ZENTLY. Please read the following carefully, as it explains your rights and our policies in accordance with EU and Danish consumer law.

1. Right of Withdrawal (EU 14-day return policy)

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.

To exercise this right, you must contact us within 14 days of delivery at:

Email: contact@support.shop.zently.eu
Alternative email: zentlybusiness@outlook.com

After notifying us, you have an additional 14 days to return the item to the return address provided by our support team.

Return Conditions:

• Items must be returned in original, unused condition

• Items must be unworn, unwashed, and include original packaging where possible

• Customers are responsible for return shipping costs

• We strongly recommend tracked shipping, as ZENTLY is not responsible for lost return shipments

Refunds will be processed within 14 days after we receive the returned item or valid proof of return shipment.

Original shipping costs may not be refunded unless required by applicable law.

2. Exceptions (Custom / Made-to-Order Items)

As our products are made to order, the right of withdrawal may not apply to:

• Items that are customized or clearly personalized

• Items made specifically to your request

If your item falls under these categories, it cannot be returned unless defective.

3. Quality Issues & Replacements

If your item arrives damaged, defective, or with a clear production error, you are entitled to a free replacement or refund under EU consumer law.

Please contact us within 30 days of receiving your order and include:

• Your order number

• Clear photos of the issue (on a flat, well-lit surface)

Email: contact@support.shop.zently.eu
Alternative email: zentlybuisness@outlook.com

We will resolve the issue as quickly as possible.

4. Complaints (Danish Consumer Law)

Under Danish consumer law, customers retain a 2-year right to complain about manufacturing defects or faults (“reklamationsret”).

Depending on the situation, ZENTLY may choose to:

• Repair the item

• Replace the item

• Offer a partial refund

• Issue a refund where legally required

This policy does not limit any rights granted under applicable Danish or EU consumer protection laws.

5. Cancellations

Orders can only be cancelled or changed before production begins.

Please contact us as soon as possible at:
contact@support.shop.zently.eu
or
zentlybuisness@outlook.com

Once production has started, cancellation is no longer possible.

6. Donations & Tips

Donations and tips are voluntary and non-refundable once completed.

7. Payment Methods

We accept:

• Credit and debit cards

• PayPal

• Apple Pay

• Google Pay

• Klarna / other local payment methods (depending on your location)

8. International Orders

Orders shipped outside your country may be subject to:

• Import taxes

• Customs duties

• Additional fees

These costs are the responsibility of the customer.

9. Merchant of Record

ZENTLY is the merchant responsible for your purchase. We handle all customer support, returns, and complaints directly.

10. Contact

For any questions, returns, or issues, contact us at:

contact@support.shop.zently.eu
zentlybuisness@outlook.com

Returns – EU vs Non-EU Customers

European Union (EU) Customers

If you are located within the European Union, you are entitled to your legal rights under EU consumer law.

This includes:

• The right to withdraw from your purchase within 14 days of receiving your order

• The right to request a refund, subject to the conditions outlined in this policy

• A 2-year legal guarantee for defective products (where applicable under national law)

If you are located outside the European Union, EU consumer protection laws may not apply to your order. However, where applicable, we still aim to handle issues fairly and professionally.

Shipping & Delivery

Once an order has been handed over to the shipping carrier, ZENTLY is no longer responsible for delays, loss, or damage that occurs during transit. Any issues related to shipping must be resolved with the carrier.

Returns, Refunds & Exchanges

For orders outside the EU, returns, refunds, and exchanges are not guaranteed and are handled at ZENTLY’s discretion.

In some cases, we may choose to accept a return, offer a refund, exchange the item, or provide store credit depending on the situation.

Exceptions may be considered if:

• The item arrives damaged

• The item contains a verified manufacturing defect

• The wrong item was received

To report an issue, customers must contact us within 7 days of delivery and provide:

• Order number

• Clear photos of the item

• Clear photos of the packaging

• Photos taken on a flat, well-lit surface

Customers outside the european union

All claims are reviewed individually. ZENTLY reserves the right to deny claims in cases of wear, misuse, improper washing, accidental damage, unauthorized modifications, or insufficient evidence.

Where approved, ZENTLY may choose to offer a replacement, refund, or store credit depending on the situation.

By placing an order, you agree to the terms outlined above based on your shipping location.