Returns and Refunds

Effective date: 9 October 2025

1) Overview

We want you to be satisfied with your purchase from Zentriq, operated by WINTER SUNSHINE LIMITED (Company No. 15796319). This Policy explains when and how you can return products, receive a refund or request an exchange. It applies in addition to your statutory rights and our Terms of Service, Shipping & Delivery Policy, and Warranty & Repairs Policy.

Contact: info@zentriq.co.uk | +44 7537 185561

2) UK/EEA consumer cooling-off right (14 days)

If you are a consumer located in the UK or EEA, you may cancel most online purchases within 14 days from the day you (or a person you nominate) receive the goods, without giving a reason. You then have a further 14 days to send the goods back.

Condition for return: items must be unused, in original condition, with all accessories, manuals, cables, inserts, and original packaging. You must include proof of purchase (order confirmation/receipt). You are responsible for return shipping unless we provide a prepaid label (see §6 and §10).

3) Return eligibility checklist (all customers)

Before sending anything back, please ensure that:

• The product is in the same condition you received it and shows no signs of use beyond what is necessary to inspect it.
• All accessories are included (chargers, cables, batteries, styluses, straps, remote controls, adapters, mounts, manuals, warranty cards).
• Serial numbers/IMEI match our records and any tamper seals remain intact.
• For phones, tablets, laptops and smartwatches: you have signed out of all accounts (e.g., Apple ID/iCloud “Find My”, Google FRP, Samsung, MDM/enterprise locks), performed a factory reset, and removed SIM/SD cards.
• You have safely repacked the item in its original packaging with adequate padding.

4) How to start a return (RMA)

1. Request authorization: email info@zentriq.co.uk with your order number, product serial/IMEI (if applicable), photos of the product and packaging, and a brief reason for return.
2. Wait for instructions: if accepted, we will issue a Return Merchandise Authorization (RMA) and provide the return address and packing/shipping guidance.
3. Ship the item: use a tracked and insured service. Items returned without an RMA may be refused or delayed.

Note: Our registered office is 30 Auctioneers Way, Northampton, NN1 1HF. Returns may be handled by a logistics partner; always use the address shown in your RMA.

5) Damages, wrong item, or DOA

• Damaged on arrival / wrong item: inspect your parcel upon delivery and contact us within 48 hours, attaching photos of the outer box, inner packaging, shipping label, and the item.
• DOA (dead on arrival): if the item does not power on or is otherwise non-functional on first use, notify us within 48 hours with photos/videos.
  We will guide you through carrier investigations or a replacement/refund as appropriate.

6) Who pays return shipping?

• Change-of-mind (cooling-off) or non-fault returns: you pay return shipping unless we explicitly provide a prepaid label.
• Wrong item sent, DOA, or confirmed fault within the applicable period: we will provide a prepaid label or reimburse reasonable return shipping costs (agreed in advance).

7) Exceptions & non-returnable items

Unless required by law, we cannot accept returns for:

• Digital content, software keys, activation codes once supplied/activated;
• Personalized/custom-made goods;
• Hygiene-sensitive items once unsealed (e.g., in-ear tips, certain wearables bands);
• Items that have been installed, modified, or physically damaged;
• Products missing serials, with broken seals, or locked to accounts/MDM;
• Hazardous materials returned without compliant packaging/labels (e.g., lithium batteries must follow carrier rules);
• Sale/clearance items marked as final sale (where permitted by law).

If you are unsure whether your item is returnable, contact info@zentriq.co.uk before sending it back.

8) Exchanges

If stock is available, we can arrange an exchange after your return is accepted. Otherwise, we’ll process a refund and you may place a new order.

9) Inspection, deductions & restocking

All returns are quality-checked:

• We may deduct an amount to reflect diminished value from handling beyond what is necessary to establish the item’s nature and characteristics, missing accessories, damage, or any software/account locks that require remediation.
• Where permitted (especially for business customers), a restocking fee may apply for non-fault returns.

10) Refunds (method & timing)

Once we receive and inspect your return, we will email you to confirm approval or rejection.

• Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the funds.
• If more than 15 business days have passed since our approval and you have not received your refund, contact info@zentriq.co.uk.

Original shipping fees, customs duties/taxes, and brokerage fees are non-refundable unless legally required or where we made an error. For DAP/DDU shipments, you may be able to reclaim import charges from your local customs authority.

11) Business customers (B2B)

B2B purchases generally do not benefit from the statutory cooling-off right. Returns for non-fault items are at our discretion and may be subject to restocking and handling fees. This does not affect your statutory rights regarding faulty or misdescribed goods.

12) Data & privacy on returned devices

Please back up and erase your data before returning any device. We are not responsible for data loss or recovery. To protect your privacy, we may wipe devices on receipt.

13) International returns & customs

For cross-border returns, mark parcels as “Returned Goods” with the original order number to minimize customs delays. Any customs paperwork and fees for returning items are your responsibility unless we have agreed otherwise in writing.

14) Contact

WINTER SUNSHINE LIMITED
30 Auctioneers Way, Northampton, United Kingdom, NN1 1HF
info@zentriq.co.uk | +44 7537 185561