Refund policy

Zentique Claims & Return Policy

How to Start a Claim

To report a damaged, defective, or incorrect item, please contact our claims department within the applicable timeframe at claims@zentique.com or (770) 368-3000. To process your claim, we will require the following:

  • Invoice number
  • Clear photos of the damaged, defective, or incorrect item
  • Photos of the packaging from all sides, regardless of condition
  • All labels on the box and item
  • Proof of delivery (signed Bill of Lading or delivery receipt)
  • A brief written description of the issue
  • If there is no packaging, please note this when submitting

Once all required documentation is received, processing time for a claim can take 2–3 business days. Our team will keep you informed throughout. Please note that more complex claims involving carrier disputes may require additional time, and Zentique will communicate any extended timelines as needed.

Only Zentique wholesale account holders who placed the order may submit claims. A valid resale certificate must be on file with Zentique. Claims submitted by parties not in the trade or not listed on the original order will be denied.

NOTE: Customers with outstanding past-due balances are not eligible to receive refunds or credits until their account is brought current.

Damaged, Defective, or Incorrect Item Policy — Freight Shipments

All freight damage claims must be submitted within 48 hours of delivery. Claims reported after this window will be denied.

When receiving a freight shipment, inspect the packaging and the item BEFORE SIGNING the delivery receipt. If the packaging or item shows any damage, note it clearly on the Bill of Lading as "damaged" before the driver leaves. Take clear photos of the damaged packaging, the item, and all shipping labels. If you sign the delivery receipt without noting damage, your claim will be denied.

If the driver does not allow you to inspect the shipment, note this on the delivery receipt before signing.

If you choose to refuse the shipment, contact our claims department within 48 hours at claims@zentique.com or (770) 368-3000 and be prepared to submit photos.

FOB Terms: Unless otherwise stated in writing, all shipments are FOB Origin. Title and risk of loss transfer to the customer at the time of pickup from Zentique's facility. For shipments arranged and paid for by the customer through a third-party carrier, Zentique is not liable for any damage, loss, or delay. All claims must be filed directly with your selected carrier.

⚠️ IMPORTANT — Shipping Damage Claims:

All shipments must be thoroughly inspected at the time of delivery. For any damage that occurs in transit, Zentique cannot accept claims unless all three of the following conditions are met:

  1. The damage is noted on the Bill of Lading at the time of delivery.
  2. The damage is reported while the driver is still present.
  3. The claim is submitted to Zentique within 48 hours of delivery.

If you receive a signature-required freight shipment, you must inspect the item BEFORE SIGNING. Signing the delivery receipt without noting damage constitutes acceptance of the shipment in good condition. Accepting a damaged shipment without notation forfeits your ability to file a claim, and Zentique will not be held liable for any damages thereafter.

If the shipment is refused before inspection, you may be subject to re-delivery fees. If you refuse the shipment, contact our claims department immediately at claims@zentique.com or (770) 368-3000.

Defective Item Policy

Claims for product defects must be filed within 48 hours of the delivery date. To file, email claims@zentique.com with your invoice number, photos of the defect, and a brief description of the issue.

If your defect claim is accepted, Zentique reserves the right to determine the appropriate course of action, which may include dispatching a repair technician, requesting a formal third-party repair estimate, issuing a discount, or processing a credit or refund. Our ability to offer a replacement is contingent on Zentique's determination that the item cannot be repaired back to factory standards. If Zentique determines the item can be repaired to factory standards, it will not be eligible for replacement. In-house or informal repair estimates will not be accepted. Credits or refunds will be issued only after repair invoices are received or items are returned to our facility.

NOTE: Zentique will issue store credit as the default resolution. Cash refunds are issued at Zentique's discretion.

Short Shipment / Quantity Discrepancies

If you believe you received fewer units than invoiced, you must notify our claims department within 48 hours of delivery at claims@zentique.com or (770) 368-3000. Claims must include the invoice number, a photo of the shipment as received, and the delivery receipt. Quantity discrepancy claims reported after 48 hours will be denied.

Missing or Incorrect Items

If an item is missing or incorrect, contact our claims department within 48 hours of delivery at claims@zentique.com or (770) 368-3000. We will investigate and provide a resolution at our discretion.

If your claim is approved as an incorrect item, we will issue an RMA number and return instructions. Replacements will not be shipped until the incorrect item is received back at Zentique's facility. All replacements will be shipped to the original address on the original invoice. Any change of address may result in additional fees.

Returns Policy

Zentique operates as a wholesale supplier. Returns are the exception, not the rule, and are accepted only in cases of verified defect, damage, or incorrect item fulfillment. All returns require prior written authorization from Zentique. Returns shipped without a valid Return Authorization (RA) number will be refused and returned at the customer's expense.

Is My Item Returnable?

Not all items are eligible for return. The following items are not accepted for return under any circumstances:

  • Wired or assembled products
  • Custom or made-to-order items
  • Used items or items without original packaging
  • Altered items (repainted, refinished, cut, etc.)
  • Final sale items
  • International orders or orders outside of the contiguous US

How Do I Return My Item?

The return process follows two simple steps:

  1. Within 48 hours of delivery — Contact our team at claims@zentique.com or (770) 368-3000 to request a Return Authorization (RA) number. Returns requested after 48 hours will not be accepted.
  2. Within 5 business days of RA issuance — Ship the item back to Zentique. If the item is not shipped within this window, the RA will be voided and the return will be denied.

The following conditions apply to all returns:

  • Items must be returned in perfect, unused condition. Damaged returns will not be refunded or credited.
  • Customers are responsible for all return shipping costs, including packing materials, labor, and receiving warehouse fees.
  • Shipping charges on the original order are non-refundable.
  • Zentique will issue store credit as the default resolution. Cash refunds are issued at Zentique's discretion and may take up to 2 weeks to process after the item is received and inspected.
  • Customers using their own carrier are solely responsible for the return shipment. Zentique is not liable for any costs or damages associated with customer-arranged return shipping.

Made-to-Order Items: Made-to-order items cannot be cancelled or refunded under any circumstances.

NOTE: If a returned item arrives damaged and the customer elects to keep it, the customer is responsible for all costs to reship the item. Items not claimed by the customer may be field destroyed, and no refund or credit will be issued.

Restocking & Cancellation Fees

Restocking Fee — 25% A 25% restocking fee will be applied to the following:

  • Returns where the order was placed incorrectly by the customer
  • Exchanges
  • Cancellations made after the order has been packed and prepared for shipment
  • Any other return approved at Zentique's discretion that does not involve a verified defect, damage, or incorrect item

The restocking fee will be deducted from any refund or credit issued. This fee covers the cost of receiving, inspecting, repackaging, and re-warehousing returned goods. The restocking fee does not apply to verified damage, defect, or incorrect item claims.

Cancellation Fee — 4% If an order is cancelled after it has been placed but before it has been packed and prepared for shipment, a 4% cancellation fee will be applied to the order total. This fee reflects the administrative and payment processing costs associated with the cancellation. Once an order has been packed or handed off to a carrier, it is no longer eligible for cancellation under this provision and will be subject to the 25% restocking fee outlined above.

Shipping Fees — Non-Refundable Original shipping charges are non-refundable under all circumstances, including approved returns, defect claims, and cancellations.

Fee Summary:

Scenario Restocking Fee Cancellation Fee Shipping Refunded
Verified damage / defect / incorrect item None None No
Customer error / buyer's remorse 25% None No
Exchange 25% None No
Cancellation before packing None 4% No
Cancellation after packing 25% None No
Made-to-order cancellation Not eligible Not eligible No

Open-Box Items

All claims for open-box items must be submitted within 48 hours of delivery. In the event that an open-box item arrives damaged, defective, or incorrect, Zentique will work to repair, discount, or issue a credit. Due to limited availability, open-box items are not eligible for replacement.

Termination or Rejection of Claims

Zentique reserves the right to deny or terminate any claim. Common reasons for denial include:

  1. Discrepancies discovered after the customer has confirmed the order is correct.
  2. Damage discovered after signing a delivery receipt with no noted damage.
  3. Claims filed outside the applicable timeframe.
  4. No response from the customer to Zentique's claims department within 5 business days of Zentique's last correspondence.
  5. Items field destroyed without Zentique's prior written authorization.
  6. Claims submitted by parties not in the trade or not listed on the original order.
  7. Customer does not have a valid resale certificate on file with Zentique.

Accounts found to be submitting fraudulent, repeated, or bad-faith claims may be suspended or permanently terminated at Zentique's discretion.

Zentique's decisions regarding all claims are final. Once a claim is resolved, it will not be reopened. Good faith business practices will be followed in all claim determinations.

Dispute Resolution

In the event of a dispute arising from or related to this policy or any transaction with Zentique, the parties agree to first attempt resolution through good faith negotiation. If negotiation fails, the dispute shall be submitted to non-binding mediation before either party may pursue arbitration or litigation. Any arbitration shall be conducted in Gwinnett County, Georgia under the rules of the American Arbitration Association. Both parties waive the right to a jury trial and agree that all disputes will be resolved on an individual basis — not as part of a class action.

Governing Law

This policy and all transactions with Zentique shall be governed by and construed in accordance with the laws of the State of Georgia, without regard to its conflict of law provisions. Any legal proceedings not resolved through mediation or arbitration shall be brought exclusively in the state or federal courts located in Gwinnett County, Georgia.

DISCLAIMER: Different screens and browsers display colors differently. Zentique is not responsible for color variations between the product shown on our site and the product received. All items made from natural materials — including but not limited to wood, marble, limestone, alabaster, and glazed ceramic — will have inherent variations. No two pieces will be identical. These natural variations are not considered defects, damages, or incorrect items and are not eligible for claims.