Refund policy

Refund, Returns & Order Issues Policy

Last updated: August 30, 2026

Because Zentein Nutrition sells food, nutrition products, supplements, and other ingestible products, products generally cannot be returned to inventory once they have left our control.

For food-safety and product-integrity reasons, Zentein products are therefore generally final sale for change of mind, taste preference, personal preference, or customer ordering error.

This does not affect your rights if a product or order is:

  • damaged;

  • defective;

  • incorrect;

  • missing an item;

  • affected by a verified quality issue; or

  • otherwise eligible for a remedy under applicable law.

Please contact Zentein Support before attempting to return a product.

We generally do not require damaged food products to be shipped back. However, we may ask that the product and packaging be retained while we investigate a quality, food-safety, or delivery issue.

If Zentein requires a return, we will provide appropriate return instructions.

Refunds and Replacements

If Zentein verifies an eligible problem with an order, we will determine an appropriate resolution based on the circumstances and applicable law.

Depending on the situation, this may include:

  • replacement of the affected product;

  • replacement of the order;

  • refund of the affected product;

  • refund of the order; or

  • another appropriate resolution agreed with the customer.

Approved refunds are normally issued to the original payment method.

After Zentein issues a refund, the customer’s bank, credit card company, or payment provider may require additional time to process and post the refund.

Shipping Charges

Where Zentein or its shipping carrier fails to complete delivery and a refund is appropriate, applicable shipping charges may also be refunded.

Where only part of a successfully delivered order is affected, the original shipping charge will not normally be refunded.

Shipping charges resulting from an incorrect customer-provided address, refusal of delivery, failure to collect a parcel, or similar recipient-related circumstances may be non-refundable where permitted by applicable law.

Goodwill Resolutions

Zentein may occasionally provide a refund, replacement, credit, or other accommodation as a goodwill gesture even where it is not otherwise required by this policy.

A goodwill accommodation is discretionary and does not create an entitlement to the same remedy for future orders or circumstances.

Damaged, Incorrect or Missing Items

Please notify Zentein within 7 calendar days of delivery if:

  • a product arrived damaged;

  • an item is missing from the shipment;

  • you received the wrong product; or

  • there is another obvious fulfillment problem.

To help us investigate, we may request:

  • your order number;

  • photographs of the product;

  • photographs of the shipping carton;

  • a photograph of the shipping label;

  • the product lot or best-before code; and

  • a description of the issue.

Please retain the product and packaging until Zentein confirms that they are no longer required.

The 7-day period is our normal reporting window for transit and fulfillment issues. Nothing in this policy removes any rights or remedies available under applicable law.

Product Quality Concerns

Please report suspected product-quality issues as soon as possible and preferably within 30 days of delivery.

We may request photographs, lot information, best-before information, purchase information, and other details needed to investigate the concern.

Food-Safety Concerns

Food-safety concerns should be reported immediately regardless of when the product was purchased.

This includes suspected:

  • contamination;

  • tampering;

  • undeclared allergens;

  • foreign material;

  • abnormal product conditions that may indicate a safety concern; or

  • illness potentially associated with a product.

If you believe a product may be unsafe, do not consume any additional product.

Please retain the product and packaging if it is safe to do so and contact Zentein Support immediately.

Delivered But Not Received

If tracking shows that an order was delivered but the parcel cannot be located, Zentein may review:

  • carrier tracking;

  • delivery photographs;

  • signature information;

  • delivery location information;

  • shipping-address information;

  • carrier investigation results; and

  • information supplied by the customer.

A carrier delivery scan or photograph is important evidence but does not automatically determine every claim.

Where available evidence reasonably establishes that a shipment was correctly delivered, a refund or duplicate shipment will not automatically be issued solely because the parcel is subsequently reported missing.

Where delivery cannot reasonably be verified, or evidence indicates that a carrier delivered the shipment incorrectly, Zentein will provide an appropriate resolution.

Repeated delivery claims may require additional investigation, management review, or Signature Required delivery on future orders.

Nothing in this Refund Policy limits rights or remedies that cannot legally be limited or waived under applicable law.