How we operate

Zentera is a one-person brand. Every order is made to order — we carry no surplus stock. Because each item is produced exclusively for you when you place your order, we are unable to accept returns or process refunds as standard practice. This is not a policy taken lightly; it simply reflects the reality of how we operate and ensures every piece is made with full attention to your order.

When a claim may be considered

We will consider a return or refund only in cases where there is clear and substantial evidence of a fault that was present at the time of dispatch and was not caused by the customer. This includes manufacturing defects, significant print errors, or an item that materially differs from what was ordered.

To open a claim you must contact us within 7 days of receiving your order and provide the following:

• Clear photographic or video evidence of the issue
• Your order number and proof of purchase
• A written description of the fault

What is not covered

The following are not grounds for a return or refund:

• Change of mind or incorrect size ordered
• Damage caused by the customer after receipt (washing errors, wear, misuse)
• Minor variations in colour due to screen display differences
• Natural fabric characteristics such as texture or slight tonal variation
• Claims made after 7 days of confirmed delivery

Our review process

Every claim is reviewed personally and fairly. If your claim is approved, we will work with you to find the best resolution available — which may include a replacement item or, where a replacement is not possible, a store credit or refund at our discretion. We aim to respond to all claims within 5 business days.

Get in touch

If you have any concerns about your order — even before raising a formal claim — please reach out. We would always rather resolve something directly and make sure you are happy with your Zentera piece.