Refund policy

At Zentris, we believe your new bag should feel like love at first carry. If for any reason it doesn't, we offer a straightforward, no-hassle return and refund policy to keep your experience stress-free.

30-Day Return Window

You may return any bag within 30 days of receipt. To be eligible for a full refund, the item must be:

  • Unused and unmarked (no scuffs, no stains, no wear)
  • In resalable condition (just as you received it)
  • Returned with original packaging, dust bag, tags, and any accessories

We inspect every return with care — because we'd want the same for ourselves.

Free Returns

Yes, really. We offer free return shipping on all bag purchases.

To start your return, simply email us with your order number. We'll provide a prepaid return label and easy-to-follow instructions. No hidden fees, no runaround.

Non-Returnable Items

While we stand behind almost everything we sell, the following cannot be returned:

  • Gift cards (but they make a lovely present for a fellow bag lover)
  • Custom or made-to-order bags (personalized just for you)
  • Final sale items (clearly marked at checkout)

Refund Process

Once we receive and inspect your returned bag, we will process your refund within 10 business days. Refunds are issued to your original payment method (credit card, debit card, or digital wallet).

You will receive an email confirmation the moment your refund is on its way.

Late or Missing Refunds

If you haven't seen your refund after 10 business days:

  • Double-check your bank account or credit card statement
  • Contact your bank — some institutions take additional time to post refunds
  • Still no luck? Email us, and we'll investigate immediately

We promise to make it right.

Exchanges (Defective or Damaged Bags)

Did your bag arrive with a broken zipper, loose stitch, or other flaw? We are truly sorry — and we will fix it immediately.

We offer a free replacement for any defective or damaged item received. Please email us with:

  • Your order number
  • A clear photo or short video showing the issue

Once confirmed, we'll ship your replacement bag within 2 business days at no cost to you.

Still have questions?

We read every email personally. Reach out anytime — we're bag people, and we're here to help.

contact@zentrisshop.net

Because the right bag should never feel like a risk.
Shop with confidence. Return with ease. – Zentris