Refund policy

RETURN & REFUND POLICY

zentraliving.io
Last updated: July 24, 2026

We want your Zentra Aerion to arrive in perfect condition and work exactly as promised. Here’s how returns, replacements, and refunds work.

DAMAGED, DEFECTIVE, OR WRONG ITEM RECEIVED

Please inspect your unit as soon as it arrives. If it was damaged in transit, has a defect, or isn’t what you ordered, such as the wrong model, color, or attachment, contact us within 7 days of receiving it.

We will make it right at no cost to you with one of the following, in line with your rights under the Consumer Act of the Philippines (RA 7394):

• Replacement of the unit or defective part
• Repair by our service team
• Full refund, including any shipping fees you paid

To file a claim, please send us:

• Your order number
• A short description of the problem
• Photos or a video showing the issue

A TIP ON UNBOXING VIDEOS

We strongly recommend taking a short video while opening the box. It is not required to file a claim, but it helps us resolve transit-damage claims with the courier much faster.

CHANGE-OF-MIND RETURNS

Changed your mind? We accept change-of-mind returns within 7 days of delivery, as long as the unit is:

• Unused, with no garments run through it
• In its original packaging
• Complete with all included attachments, accessories, manuals, and promotional items that came with your order

Change-of-mind refunds are 80% of the amount you paid for the unit. The 20% deduction covers inspection, repackaging, and restocking.

Return shipping is shouldered by the customer. Once the unit arrives and passes inspection, we will process your refund.

This applies to change-of-mind returns only. Damaged, defective, or wrong items are always refunded or replaced in full, as described above.

ITEMS WE CANNOT ACCEPT FOR CHANGE-OF-MIND RETURNS

• Units that have been used on garments, for hygiene and safety reasons
• Attachments or accessories that have been opened or used
• Special or custom orders

Your rights for damaged or defective items always apply, even to the items listed above.

REFUNDS: HOW AND WHEN

• Payments made through GCash, bank transfer, or card are refunded to the original payment method where possible.
• Cash-on-delivery payments are refunded through GCash or bank transfer to your nominated account.
• Refunds are processed within 7 to 14 banking days after your claim is approved or the returned unit passes inspection.

HOW TO REACH US

Phone / Viber: 0945 458 6021
Monday to Saturday, 8:00 AM to 5:00 PM

Email: support@zentraliving.io

Warehouse:
Zentra Living, Warehouse 1
F. Dulalia St. cor., Valenzuela City 1446
Metro Manila

Warehouse hours:
Monday to Friday, 9:00 AM to 4:00 PM

YOUR STATUTORY RIGHTS

Nothing in this policy limits your rights under the Consumer Act of the Philippines (RA 7394) and other applicable laws.

If we are unable to resolve your concern, you may also contact the Department of Trade and Industry (DTI).