Cancellation, Return, and Refund Policy Zentromarket
At Zentromarket, we are committed to offering a safe, transparent, and fair shopping experience for all our users. This policy outlines the terms and conditions for order cancellations, product returns, or refund requests, in accordance with Law 1480 of 2011 (Consumer Statute) and other applicable regulations in Colombia.
1. Order Cancellations
1.1 Before Shipment
Customers may cancel an order at no additional cost before the product has been shipped. To do so, they must contact our support team immediately through info@zentromarket.shop.
1.2 After Shipment
Once the order has been shipped, it is no longer possible to cancel it. However, the customer may exercise their right of withdrawal or request a return as outlined in the following sections.
2. Right of Withdrawal (Art. 47, Law 1480)
Consumers may exercise their right of withdrawal within five (5) business days following the delivery of the product or the signing of the contract for digital services.
Conditions for Withdrawal:
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The product must not have been used.
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It must be in its original packaging, sealed, with all its accessories.
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The return shipping cost will be borne by the consumer.
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The refund will be processed within a maximum of 30 calendar days after receiving the returned product in proper condition.
Exceptions to Withdrawal:
This right does not apply in the following cases:
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Personalized or custom-made products.
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Downloadable digital content (once downloaded or accessed).
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Perishable goods or items intended for intimate use.
3. Returns for Defective or Incorrect Products
If the received product is defective, damaged, or does not match the one ordered, the customer may request:
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A replacement at no additional cost, or
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A full refund of the amount paid.
To do so, the customer must:
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Report the issue within 5 business days after receiving the product.
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Provide photographic evidence and the order number.
Zentromarket will cover the shipping costs related to returning or replacing the product in such cases.
4. Return and Refund Procedure
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Send a request to: info@zentromarket.shop
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Include the order number, reason, and supporting evidence (photos or screenshots, if applicable).
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Our team will review the request and respond within a maximum of 5 business days.
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Once approved, return instructions will be provided.
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The refund will be made to the same payment method used, or as store credit if preferred by the customer.
5. Refunds for Digital Services or Subscriptions
Digital services (such as memberships, top-ups, or online content) are non-refundable once used or activated, except in cases of a proven technical failure attributable to Zentromarket.
6. Contact
For any requests or concerns related to cancellations, returns, or refunds, please contact us at: