Refund policy

At THE ZENTIS (Zentis LLC), we want you to love what you receive. Because many of our items are handcrafted, made to order, or customized to your request, please read the guidelines below before purchasing.

1. CANCELLATIONS & MODIFICATIONS

● Cancellations: You may cancel your order within 12 hours of purchase. After this, custom and made-to-order items move into production and can no longer be canceled.

● Modifications: Need to change your size, design, or shipping address? Contact us within 12 hours of ordering and we'll do our best to update it.

2. ELIGIBLE FOR REFUND OR REPLACEMENT

We offer a refund or a free replacement if:

● The item arrives damaged, defective, or with a manufacturing fault.

● You received the wrong item (wrong design, wrong size from what you ordered, etc.).

● The item is significantly different from the product description or preview.

● The order is lost in transit (not delivered within the estimated timeframe).

Note: For these cases you generally do not need to return the faulty item — just send us proof (see Section 4).

3. NOT ELIGIBLE FOR REFUND

Because our products are made to order, we cannot offer refunds or replacements when:

● You ordered the wrong size, shape, color, or style (please check the sizing and design details carefully before ordering).

● A custom order was produced correctly according to the specifications you provided.

● You changed your mind after the item was made and shipped.

● The shipping address you provided was incorrect or incomplete.

● Tip for press-on nails: measure your nails using our sizing guidance before ordering, or contact us for help choosing your size.

4. HOW TO REQUEST A REFUND OR REPLACEMENT

Email us at support@thezentis.com within 30 days of receiving your item, including:

1. Your order number.

2. Clear photo(s) of the issue (the damaged or incorrect product).

3. A photo of the shipping label on the package.

Our team will review and respond within 24 – 48 business hours.

5. REFUND PROCESS

● Once approved, your refund is applied to your original payment method.

● Timeline: It typically takes 5 – 10 business days for the refund to appear, depending on your bank or card issuer.

6. LATE OR MISSING REFUNDS

If you haven't received an approved refund yet, please check your bank account again, then contact your card company — it may take time before the refund is officially posted. If you've done this and still haven't received it, contact us.