Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To start a return, you can contact us at zentialpureofficial@gmail.com

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at zentialpureofficial@gmail.com.

Hygiene & personal care products

For reasons of health protection and hygiene, some of our products can only be returned under stricter conditions. This applies in particular to all beauty devices and tools that come into direct contact with the skin or scalp, as well as gels, pads and other topical personal care products.

For these hygiene‑sensitive items:

  • Returns are only accepted if the product is unused, in perfect condition and in its original, unopened and sealed packaging, including all accessories, manuals and protective foils.

  • If the hygiene seal or packaging has been broken, or if there are signs of use (for example product residue on the device, pads or applicators), we reserve the right to refuse the return, as these products are no longer suitable to be resold safely.

  • This is in line with the EU exception for sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed.

Your statutory right of withdrawal for EU customers remains applicable to eligible products, provided the above conditions are met for hygiene‑sensitive items.

Additional information for US customers
For orders shipped to the United States, our standard return rules and hygiene restrictions also apply. For reasons of health protection and hygiene, beauty devices and tools that come into direct contact with the skin or scalp (including facial devices, LED/microcurrent tools, scalp activators, gels, pads and other personal care items) can only be returned if they are unused and in their original, unopened and sealed packaging. If a hygiene‑sensitive product has been opened, used or shows signs of wear, we may decline the return, except where the item is defective, damaged on arrival or not as described. In all cases, any specific return rights provided under applicable state law will be respected.