We want you to be satisfied with your purchase. If you are not completely satisfied, please review our returns and refunds policy below.
Returns
You have 30 days after receiving your order to request a return under our voluntary returns policy.
To be eligible for a return, items should be unused, in their original condition and, where reasonably possible, in their original packaging. You will also need your order number or other proof of purchase.
To request a return, please contact us at contact@shopzentral.com with your order number and the reason for your return.
Once your return has been approved, we will provide you with the correct return address and any return instructions required. Please do not send returned items to our primary contact address, as this is not a returns address.
Because most of our products are dispatched from warehouses outside the United Kingdom, the return address we provide may also be outside the United Kingdom.
We do not charge a restocking fee.
We do not offer direct exchanges. If you would like a different item, please return the original item and place a new order.
This 30-day policy does not affect your statutory rights, including your legal right to cancel certain online purchases within 14 days of receiving your goods.
Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible at contact@shopzentral.com and provide your order number and clear photographs of the item and packaging where applicable.
We may request photographs or other information to help us assess the issue.
Where an item is faulty, damaged or not as described, we will provide an appropriate remedy in accordance with your statutory consumer rights.
Lost Packages
If your order has not arrived within the expected delivery period, please contact us at contact@shopzentral.com and we will investigate the delivery with the relevant carrier.
If a package is confirmed as lost, we will work with you to provide an appropriate resolution, which may include a replacement or refund.
Non-Returnable Items
Certain items may not be eligible for return where permitted by law, including:
- Items that have been damaged through misuse or improper installation
- Products that have been altered or modified after delivery
- Personalised or made-to-order products, where applicable
Nothing in this section affects your statutory rights regarding faulty, damaged or misdescribed goods.
Order Changes & Cancellations
If you need to change or cancel an order, please contact us as soon as possible at contact@shopzentral.com.
We aim to accommodate cancellation requests made within 12 hours of purchase, provided the order has not already been processed or dispatched.
If your order has already been processed or dispatched, cancellation may no longer be possible. However, you may still have statutory cancellation or return rights under applicable law.
Refunds
Once your returned item has been received and inspected, we will confirm whether your refund has been approved.
Approved refunds are typically processed within 5-7 business days. The time it takes for the funds to appear in your account may vary depending on your payment provider.
Where a refund is due, it will normally be issued to your original payment method.
For statutory cancellations, refunds will be provided in accordance with applicable law. This generally means within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.
Return Shipping Costs
For returns made because you have changed your mind, you are generally responsible for the direct cost of returning the item, unless we have agreed otherwise or applicable law requires us to cover the cost.
If an item is faulty, damaged, incorrect or not as described, we will handle return costs in accordance with your statutory rights.
Returns may need to be sent to an address outside the UK. Please contact us before sending anything back.
Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer.
Where you purchase goods online, you may have cancellation and other consumer rights in addition to the returns policy offered by ShopZentral.
Contact
If you have any questions about returns or refunds, please contact us:
Store Name: ShopZentral
Email: contact@shopzentral.com
Phone: +44 7394 389751
Address: 25 Chesterfield Avenue, Chesterfield, S43 2BX, England, United Kingdom
Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (UK time)
We aim to respond to all enquiries within 24 hours.
Please Note: This address does not accept returns. For returns, please contact our customer support team for assistance and the correct return address.