Refund policy

At Zentrarest, we want you to feel confident when shopping with us. This policy explains when returns and refunds are accepted, how to request them, and how refunds are processed.

This policy applies to purchases made through https://zentrarest.com for delivery in Australia. It should be read alongside your rights under the Australian Consumer Law (ACL).

1. Returns Policy

We accept eligible returns for incorrect, damaged or faulty products in accordance with this policy and applicable consumer law.

We do not accept returns for change of mind, including situations where you change your mind after purchasing, no longer want the item, or decide you do not like it, unless otherwise required by law.

For eligible returns under our voluntary return policy, requests must be made within 30 days of receiving your order, subject to the conditions outlined below.

Returned items should be:

• Unused and unworn, where applicable.

• In the same condition as received, where applicable.

• Returned with original packaging, accessories and documentation, where reasonably possible.

These conditions do not limit your rights under the Australian Consumer Law. For example, a faulty product may still qualify for a remedy even if it has been used or its original packaging is unavailable.

We do not charge any restocking fees.

2. Returns and Refund Eligibility

Change of Mind

We do not accept change-of-mind returns or refunds as part of our standard returns policy.

This includes situations where you ordered the wrong item, selected the wrong size or colour, or no longer want the product.

This exclusion does not affect your rights under the Australian Consumer Law if a product is faulty, does not match its description, is not of acceptable quality, or otherwise fails to meet a consumer guarantee.

Wrong Product Received

If you receive a product that differs from the product you ordered, please contact us as soon as possible.

A wrong product may include a different model, type, size or colour from the item purchased.

Minor differences in appearance caused by lighting or photography may not necessarily mean a product is incorrect, provided the product still matches its description. However, a material difference between the product supplied and the product advertised or ordered may give you rights under the Australian Consumer Law.

Please provide your order number and clear photographs of the product received, where possible.

We will review your request and, where appropriate, arrange a replacement or refund in accordance with your consumer rights.

Where a remedy is required under the Australian Consumer Law, we will cover reasonable return shipping costs where applicable. We will provide return instructions before you send the product back.

Refunds will be processed within 14 days after the applicable return or refund has been approved, subject to any requirements imposed by law.

Damaged in Transit

If your order arrives damaged, please contact us within 7 days of delivery and provide clear photographs of the damaged product and packaging, where possible.

We will assess the issue and advise you of the next steps.

Where appropriate, we will arrange a replacement, repair or refund in accordance with the Australian Consumer Law and the circumstances of the damage.

Where a remedy is required under the Australian Consumer Law, we will cover reasonable return shipping costs where applicable. We will provide return instructions before you send the product back.

Refunds will be processed within 14 days after the applicable return or refund has been approved, subject to any requirements imposed by law.

Please contact us promptly if your order arrives damaged so that we can investigate the issue.

Faulty Item or Manufacturing Defect

If a product is faulty, defective, unsafe, not of acceptable quality, or does not perform as described, please contact us with your order number and a description of the issue.

Clear photographs or videos showing the fault may help us assess your request.

Please contact us within 30 days of delivery where possible. However, this timeframe does not limit your rights under the Australian Consumer Law, which may apply for a reasonable period depending on the product and circumstances.

Depending on the nature of the problem, you may be entitled to a repair, replacement or refund. For a major failure, you may be entitled to choose a refund or replacement, as provided by law.

Where a remedy is required under the Australian Consumer Law, we will cover reasonable return shipping costs where applicable and provide instructions for returning the product.

Refunds will be processed within 14 days after the applicable refund has been approved, subject to any requirements imposed by law.

Item Never Arrived

If your order has not arrived by the expected delivery date, please contact us with your order number.

Claims should be submitted 14 business days after the expected delivery date. If your order has not arrived and you are concerned about a possible delivery issue, please contact us as soon as possible.

We will investigate the issue with the relevant delivery provider.

If the order is confirmed as lost, we will work with you to resolve the issue, including arranging a replacement or refund where appropriate and in accordance with applicable consumer law.

No return shipping is required for an item that was never delivered.

Refunds will be processed within 14 days after the refund has been approved or the delivery issue has been resolved, as applicable, subject to any requirements imposed by law.

Order Cancellation

Orders may begin processing shortly after they are placed. As a result, we cannot guarantee that an order can be cancelled once processing has begun.

If you wish to cancel an order, please contact us immediately at info@zentrarest.com and include your order number.

If the order has already been dispatched, cancellation may no longer be possible. In that situation, our standard change-of-mind policy applies, subject to any rights you may have under applicable law.

Nothing in this section limits any cancellation, refund or other rights you may have under the Australian Consumer Law.

3. How to Request a Return or Refund

To request a return or refund, email info@zentrarest.com with the following information:

• Your order number.

• The reason for your request.

• Clear photographs or videos of the issue, where applicable.

Our support team will review your request and provide return instructions if your request is eligible.

Please do not send any product back before receiving return instructions from our team.

Where a return is required, we will explain the applicable return arrangements and who is responsible for the return shipping costs.

For eligible voluntary returns, products must be sent using a trackable shipping service. Where a return is required under the Australian Consumer Law, we will advise you of the appropriate return arrangements.

4. Refund Processing

Once your returned product has been received and inspected, or a delivery issue has been investigated and resolved, we will notify you of the outcome of your request.

Approved refunds will be processed within 14 days, subject to any applicable legal requirements.

Refunds will generally be issued to the original payment method. Where appropriate and agreed to by the customer, store credit may be offered as an alternative.

Store credit, where offered, will be issued as a gift card or discount code for use at https://zentrarest.com/. Store credit will not replace a refund or another remedy where the Australian Consumer Law entitles you to that remedy.

The time it takes for a refund to appear in your account may depend on your bank, card issuer or payment provider.

Nothing in this policy excludes, restricts or modifies any consumer guarantee or other right that cannot lawfully be excluded, restricted or modified.

5. Non-Returnable Items

Under our standard voluntary returns policy, we do not accept change-of-mind returns.

Certain products may also be unsuitable for voluntary return because of their nature or applicable hygiene and safety considerations. Where relevant, any such restriction will be clearly disclosed on the applicable product page.

Examples may include:

• Custom-made or personalised items.

• Products sealed for hygiene or safety reasons, where the seal has been broken and a return is not otherwise required by law.

• Gift cards, except where a refund or other remedy is required by law.

These restrictions do not exclude your rights under the Australian Consumer Law. A product that is faulty, not of acceptable quality, or otherwise fails to meet a consumer guarantee may still qualify for a remedy.

6. Exchanges

We do not offer direct exchanges as part of our standard returns policy.

If you would like a different item, you may place a new order, subject to product availability.

Because we do not accept change-of-mind returns, we cannot guarantee that an unwanted item can be returned for a refund or store credit.

If you receive an incorrect, damaged or faulty product, please contact us so we can assess the issue and arrange an appropriate remedy in accordance with this policy and the Australian Consumer Law.

7. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These consumer guarantees apply in addition to any voluntary return policy or warranty we may offer. They cannot be excluded or limited by our return windows, product conditions or other terms in this policy.

The remedy available depends on the nature of the problem and the applicable consumer guarantees. A change of mind alone does not generally entitle you to a refund under the Australian Consumer Law.

For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) website at https://www.accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees.

8. Contact

For questions regarding returns, refunds or order issues, please contact us using the details below.

Business Name: Zentrarest trading as ZENTRAREST

ABN or Business Registration Number: 22 353 038 861

Business Address: 1/356A Milton Street, Liverpool, NSW 2131

Email: info@zentrarest.com

Phone: 404256829

Opening Hours: Monday to Friday, 09:00-17:00 (AEST)

Expected Response Time: 24-48 hours

We will review your enquiry and respond as soon as reasonably possible.