Refund policy

🔄 Returns & Refunds Policy

We want you to love your purchase - but if something isn’t right, we’re here to help.

✅ Return Eligibility

You can return your item within 60 days of delivery, provided:

  • It is unused, in its original packaging, and in resellable condition
  • You have proof of purchase (e.g., order number or confirmation email)

Note: Due to hygiene reasons, we cannot accept returns of opened or used earphones/headphones unless faulty.

⚙️ Faulty or Damaged Items

If your item arrives damaged or develops a fault within the return window, contact our support team with your order number and photos if possible.
We will provide either a replacement or a full refund in accordance with your statutory rights under UK consumer protection law.

🔁 How to Start a Return

To begin a return, simply contact our team with:

  • Your order number
  • The reason for return
  • (If applicable) Photos of the issue

We'll provide you with a return address and instructions.

💰 Refunds

Once your return is received and inspected, we’ll notify you and process the refund to your original payment method within 5–10 business days.

📦 Return Shipping Costs

  • If the item is faulty, incorrect, or damaged, return shipping is covered by us
  • For change-of-mind returns, the customer is responsible for return postage

🚚 Method of Return

All returns should be sent via standard tracked post to the return address we provide once your return is approved.
We recommend keeping your proof of postage and tracking number until your refund is confirmed.

If you're returning a faulty item, we’ll send you a prepaid return label or reimburse the return postage cost.

 

Order Cancellations

We understand that plans can change. If you need to cancel your order, please contact us within 2 hours of purchase. If your order has not yet been shipped, we’ll be happy to cancel it and issue a full refund.
Once an order has been dispatched, it can no longer be cancelled - but will still be eligible for a return in accordance with our refund policy.


Business Information:
Company Name: FUTUREWEAR LTD  T/A ZentraHQ
Business Registration No: 16478686
Registered Address: 128 City Road, London, United Kingdom, EC1V 2NX
Email: info@zentrahq.com
Phone: +44 7418 358962
Hours of Operation: Monday to Friday, 8 AM – 6 PM GMT
Response time: Within 24 - 48 hours