Returns & FAQ – ZENTLY

Last updated: 19 March 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 in the EU, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise this right, you must notify us within 14 days by contacting:

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

You then have 14 additional days to return the item.

Conditions:

• Items must be returned in original condition

• You are responsible for return shipping costs

• We recommend using tracked shipping

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

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.zently.eu
Alternative email: zentlybuisness@outlook.com

We will resolve the issue as quickly as possible.

4. Complaints (Danish Consumer Law)

Under Danish law, you have a 2-year right to complain about defects (reklamationsret).

If your product has a fault, you may be entitled to:

• Repair

• Replacement

• Refund (depending on the situation)

5. Cancellations

Orders can only be cancelled or changed before production begins.

Please contact us as soon as possible at:
contact@support.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. Membership Subscriptions

You may cancel your subscription at any time through your billing settings.

• Cancellation takes effect at the end of the current billing period

• No refunds are provided for ongoing subscription periods

8. Payment Methods

We accept:

• Credit and debit cards

• PayPal

• Apple Pay

• Google Pay

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

9. 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.

10. Merchant of Record

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

11. Contact

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

contact@support.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)

Customers Outside the European Union

If you are located outside the European Union, EU consumer protection laws do not apply.

For these orders:

• Returns are not accepted

• Refunds are not provided

• Exchanges are not available

Exceptions apply only in cases where:

• The item is defective

• The item is damaged upon arrival

• The wrong item was received

In such cases, we will offer a replacement or refund as appropriate. 

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