Refund policy

Returns and cancellations

For UK online purchases, you can normally tell us that you wish to cancel within 14 days after receiving your goods, then return them within a further 14 days. You do not need to give a reason.

How to cancel or request a return

Email zentrixa@gmail.com with your order number and the items concerned. A clear statement that you wish to cancel is sufficient. We will provide return instructions. Contacting us for instructions does not remove your right to cancel within the applicable period.

Refunds

For a valid cancellation, we refund the item price and the standard outbound delivery cost. We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever is earlier, and refund within 14 days of that point, using the original payment method.

You may inspect goods as you would in a shop. A lawful deduction may apply for loss of value caused by handling beyond what is needed to establish their nature, characteristics and functioning.

For change-of-mind returns, you pay the direct return delivery cost only where this was clearly disclosed before purchase; otherwise we cover it. Contact us for return instructions.

Hair and beauty products

Hair products are not automatically excluded from returns. A cancellation exception may apply to genuinely sealed goods unsuitable for return for health or hygiene reasons once unsealed, or goods made to your specifications or clearly personalised. Any applicable exception must be identified before purchase. These exceptions do not affect your rights where goods are faulty or not as described.

Faulty, damaged or incorrect goods

Contact us promptly with your order number and details of the issue. We will arrange an appropriate remedy under your statutory rights and cover reasonable return costs where the goods are faulty or incorrect.

Optional cancellation form

To: Paul Benie trading as Zentrixa Hair & Beauty, 84 Old Farm Road, Guildford, GU1 1QR, United Kingdom; zentrixa@gmail.com.

I give notice that I cancel my contract for the following goods:
Order number / goods:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (only if sent on paper):

Nothing in this policy limits your statutory rights.