Last Updated: 19 September 2026

Zente Express ("Zente Express", "we", "us") is committed to protecting the privacy of every customer in Pakistan. This Privacy Policy explains what information we collect when you browse, place an order, or contact our support team, how we use it, and the choices you have over your personal data in line with Pakistan's Consumer Protection and e-commerce practices.

1. Information We Collect

• Account & Order Details: full name, mobile number, email address, complete delivery address, landmark, and city.
• Transaction Details: order reference, items purchased, amount paid, and payment confirmation. We never store your full card PAN or CVV.
• Device & Usage Data: device type, browser, pages visited, and preferences collected to improve your experience.
• Communication: records of your chats, calls, and emails with our 24/7 support team.

2. How We Use Your Information

• To process and fulfil your orders, including courier delivery and SMS delivery updates.
• To verify payments and protect against fraud, chargebacks, and misuse.
• To send order status, flash-sale alerts, and the VIP Club newsletter (only with your consent).
• To improve our products, website performance, and customer service.

3. Sharing & Disclosure

We never sell your personal data. Your information is shared only with trusted partners strictly for order fulfilment — courier/logistics partners (e.g., TCS, Leopards, DHL), payment gateways, and authorised service centres — and only to the extent required to complete your transaction. We may also disclose data when required by law, such as the State Bank of Pakistan, FBR, SECP, or investigating authorities.

4. Data Security & Retention

All data transmitted between your browser and our servers is protected with 256-bit SSL encryption. Your personal information is stored on secure servers and retained only for as long as necessary to provide our services or comply with legal, tax, and accounting requirements.

5. Your Rights

You may request access to, correction of, or deletion of your personal data at any time. You can also withdraw your consent for marketing messages. To exercise any of these rights, or to file a complaint through Pakistan’s consumer protection framework, contact our data team using the details below.

Last Updated: 19 September 2026

1. Return Eligibility

• The item is in original, unopened packaging with all seals, tags, and accessories intact.
• The product has not been installed, used, or activated beyond initial inspection.
• An unboxing video or photo evidence is available to support the return request.

2. Non-Returnable Items

• Opened personal & hygiene items, and consumables that cannot be resold for safety reasons.
• Software or licenses activated during inspection.
• Items with damaged serial numbers or tampered security seals.

3. Wrong, Damaged, or Defective Items

Report a wrong, damaged, or defective item within 48 hours of delivery via our 24/7 helpline, email, or official WhatsApp with an unboxing video or clear photographs. If the issue is confirmed, we arrange a free pickup and dispatch a replacement or issue a refund at your choice — at no cost to you.

4. Return Process

• Contact support to raise a return against your order reference number.
• Our courier partner picks up the item from your doorstep (no return pickup fee for seller-side issues).
• Quality Control verifies the return at our facility within 2–3 working days.
• Once approved, your exchange or refund is processed.

5. Refund Timelines

• Debit/Credit Card & Wallet: refunded to the original payment method within 5–7 working days after approval.
• JazzCash / EasyPaisa: usually credited within 24–48 hours of approval.
• Cash on Delivery (COD): issued as store credit or a replacement/exchange, redeemable on your next order.

6. Official Warranty

Every qualifying product carries a 2-year official Zente Express warranty covering manufacturing defects. Warranty claims are accepted throughout the warranty period through our authorised service centres.

Last Updated: 19 September 2026

1. When You Can Cancel

You can cancel your order free of charge at any time before it is dispatched from our warehouse. Once the order is handed to our courier partner, it can no longer be cancelled; instead, you may return it under our 7-Day Return Policy after delivery.

2. How to Cancel

• From your account under My Orders, or
• By contacting our 24/7 helpline 0328 9705887 or support.zentexpress@gmail.com with your order reference.
• You will receive an SMS confirmation once your cancellation is approved.

3. Cash on Delivery (COD)

COD orders may be cancelled before dispatch free of charge. If you refuse delivery when the rider arrives, the order is treated as cancelled; frequent refusals may restrict future COD eligibility as a standard anti-fraud safeguard. No payment is taken for a cancelled COD order.

4. Refunds on Prepaid Orders

• Debit/Credit Card: refunded to the original card within 5–7 working days.
• JazzCash / EasyPaisa: typically reversed within 24–48 hours.

5. Vouchers & Promotions

If an order using a VIP voucher or promo code is cancelled before dispatch, the voucher value is restored to your account for future use, subject to the original voucher validity period.

6. Cancellation by Zente Express

We reserve the right to cancel an order in cases of suspected payment fraud, verification failure, or stock unavailability. You will always be notified, and any amount already collected will be refunded in full to the original payment method.