Customer Dispute Resolution

At The Zentis, your satisfaction is our priority. If something about your order isn't right, we want to make it right — fairly, quickly, and transparently. This page explains exactly how to raise a concern and how we work with you to resolve it.

How to resolve a dispute

Step 1 — Contact us first

Email support@thezentis.com before taking any other action. We respond within 24 hours. To help us resolve your issue as quickly as possible, please include:

Your order number
A description of the problem
Photos or screenshots (for damaged, defective, or incorrect items)

Step 2 — We review your case

Our support team reviews your order details and any evidence you’ve provided, and may ask a few follow-up questions. We aim to complete our review within 2 business days.

Step 3 — We agree on a resolution

We propose a fair solution based on the situation and our Return & Refund Policy — this may include a replacement, a full or partial refund, or store credit. Once you confirm, we process the agreed resolution promptly.

Common situations and how we handle them

Damaged or defective item: Send a photo within 7 days of delivery and we’ll arrange a replacement or refund.
Wrong item received: Let us know with a photo and we’ll ship the correct item or issue a refund at no extra cost to you.
Order hasn’t arrived: Check your tracking link first (see our Shipping Policy). If tracking shows no movement or the estimated delivery window has clearly passed, contact us and we’ll investigate with the carrier.
Made-to-order & custom press-on nails: Because each set is handcrafted to your specifications, please review sizing and design carefully before ordering. If a custom item arrives damaged, defective, or not as described, it’s fully covered by this process.

Resolution timeframes

First response: within 24 hours
Case review: within 2 business days
Approved refunds: issued to your original payment method, typically within 5–10 business days after approval (exact timing depends on your bank or payment provider)

If you’re not satisfied with the outcome

If our first proposed resolution doesn’t work for you, reply on the same email thread and ask to escalate. A senior member of our team will personally review your case and respond within 2 business days. We’re committed to reaching an outcome that’s fair to you.

Before opening a payment dispute or chargeback

We can almost always resolve issues faster and more directly than a bank dispute. If you’re considering a chargeback, please contact us first at support@thezentis.com — in most cases we can resolve the matter the same day. Opening a dispute before contacting us may delay your resolution while the case is handled by the payment provider.