Refund & Cancellation Policy

Our promise

We check every order before it leaves the store, but mistakes can happen. If an item is missing, damaged, spoiled, defective, or different from what you ordered, contact us. Depending on the circumstances, we may arrange a replacement, partial refund, or full refund in accordance with this policy and applicable Sri Lankan consumer protection laws.

Cancelling an order

• You can cancel free of charge before the store starts packing your order. Cancel from the order screen in the app.
• Once packing or delivery has started, cancellation may not be possible. Contact support and we will review your request.
• If we cancel an order because an item is unavailable, we will refund the affected items. If we cannot fulfil the order at all, we will refund it in full.
• Loyalty points redeemed on a cancelled order are returned to your balance. Points earned on it are reversed.

Product expiry date verification

Products packed and sealed by manufacturers or distributors must be checked by customers upon delivery. Customers are required to inspect and verify the expiry or best-before dates of such products within 24 hours of receiving their order.

• Any expired product or expiry-date discrepancy must be reported to Zento within 24 hours of delivery.
• Customers should provide the order number and clear photographs of the product, packaging, and expiry date where possible.
• Reports received after the 24-hour period may not qualify under this policy, subject to applicable consumer protection laws and any rights that cannot legally be excluded.

Manufacturer and distributor responsibility

Products manufactured, packed, sealed, or distributed by third-party manufacturers and distributors remain subject to their respective product quality, manufacturing, and packaging responsibilities.

Zento does not assume responsibility for manufacturing defects or product defects originating solely from a manufacturer or distributor, where Zento has fulfilled its own applicable obligations.

However, nothing in this policy excludes or limits any responsibility or liability that Zento may have under applicable Sri Lankan law, including responsibility for its own actions, negligence, or failure to meet its legal obligations.

Unregistered suppliers and distributors

Zento recognises its responsibility to customers when products are sourced from suppliers or distributors who have not legally registered their businesses in Sri Lanka.

Where a supplier or distributor is not registered in accordance with applicable Sri Lankan requirements, Zento will handle customer complaints and applicable claims relating to those products and will take responsibility to the extent required by law.

Zento may take appropriate action against such suppliers or distributors and seek recovery of losses where legally permitted.

Perishable products inspection

Vegetables, fresh meat, seafood, eggs, milk, dairy products, and other perishable goods can deteriorate quickly. Customers must inspect these products immediately upon delivery and before accepting the order.

• Any visible damage, spoilage, leakage, contamination, freshness issue, or quality defect must be reported to the delivery representative at the time of delivery.
• Customers should inform the rider and Zento support before accepting the affected products.
• Photographs or other evidence may be requested to investigate the complaint.
• Complaints about visible defects reported only after accepting the delivery may not qualify for a refund under this policy, unless otherwise required by law or the defect could not reasonably have been identified at the time of delivery.

Missing, damaged, or wrong items

Please report the problem as soon as you notice it:

• Fresh food, chilled items, and groceries: immediately upon delivery for visible defects. Other product complaints should be reported within 24 hours where applicable.
• Include your order number and, if possible, photographs of the item and its packaging.
• Keep the affected item until we have reviewed the issue. We may ask you to return it through the rider or another approved method.

We may request photographs or a short description so that we can investigate the issue with the relevant supplier or distributor.

How refunds are paid

Once Zento approves a refund request, the refund will be processed within 48 hours of approval.

• Original payment method: Refunds are initiated within 48 hours of approval. The time taken for the amount to appear in your account may depend on your bank or payment provider.
• Zento credit: Added to your account within the refund processing period and available for your next order.
• Cash orders: Refunded as Zento credit or through a bank transfer, as agreed with support.

The 48-hour period refers to Zento's refund processing time. Additional settlement time may apply depending on the payment provider or financial institution.

Delivery fees are refunded when the problem is ours, for example, a failed or incomplete delivery. They are not refunded when you cancel after dispatch for a reason unrelated to the order, subject to applicable law.

Partial refunds and substitutions

If one item in a larger order is affected, we normally refund that item rather than the whole order. If we substitute an item, you are charged the lower of the substitute's price and the price you agreed to. If a substitution is not acceptable, tell us and we will review the request and arrange an appropriate refund where applicable.

When we cannot refund

A refund request may be declined where:

• The complaint is reported outside the applicable reporting period, subject to statutory consumer rights.
• The item was damaged after delivery due to improper handling or storage by the customer.
• The order was refused at the door after dispatch for reasons unrelated to a product defect or delivery failure.
• There is reasonable evidence of fraudulent or repeatedly abusive refund requests.

We will explain the reason for our decision and give customers an opportunity to provide additional information. Nothing in this section removes any refund or other rights provided by applicable law.

Failed deliveries

If we cannot complete a delivery because the address or phone number is incorrect, nobody is available to receive the order, or access is refused, the order may be cancelled. Perishable items that cannot safely be resold may not be refundable in such circumstances, subject to applicable consumer protection laws. See our Delivery Policy for more information.

How to request a refund

Use the Help option on your order in the Zento app, or email zentoCus@gmail.com with:

• Your order number.
• What went wrong and which items are affected.
• Photographs that help explain the problem, if available.

We aim to respond within one business day and resolve most cases within three business days. Once a refund is approved, Zento will process it within 48 hours.