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At Celestvéra, we want every purchase on celestvera.net to feel simple, secure, and risk-free. This Refund, Cancellation, and Exchange Policy explains how returns work, what qualifies for a refund, and how we support you if something arrives damaged or incorrect.

1. Refund Policy

Your satisfaction matters. If an item is not the right fit or does not meet expectations, you may request a refund under the terms below. Our process is designed to be clear, customer-focused, and aligned with standard e-commerce return guidelines.

1.1 Refund Eligibility

• Refund requests must be submitted within 30 days of delivery confirmation.
• Items must be returned in unused, original condition with all packaging, inserts, and accessories.
• A valid proof of purchase is required (order number, receipt, or checkout confirmation).
• Returns must be shipped with a trackable shipping method for delivery verification.
• For faster handling, include your order details inside the package whenever possible.

1.2 Items Not Eligible for Refund

• Perishable or consumable products once opened or used.
• Digital downloads, software keys, or e-gift cards.
• Custom-made or personalized items (unless defective upon arrival).
• Products marked as Final Sale or clearance where stated.
• Items damaged due to misuse, improper storage, or unauthorized modifications.

1.3 Refund Processing Timeline

Refunds are typically processed within 7-10 business days after the return is delivered and inspected. Approved refunds are issued to the original payment method. You will receive a confirmation email once your refund is processed, and your bank or payment provider may take additional time to post the funds.

1.4 Shipping Costs, Fees, and Deductions

• Original shipping fees are generally non-refundable unless the item is defective or we shipped the wrong product.
• Return shipping costs are the customer’s responsibility unless the issue was caused by us.
• A restocking fee may apply in specific cases (if applicable, this will be communicated before final processing).

2. Cancellation Policy

We understand plans can change. Order cancellations may be possible depending on fulfillment status. To improve your chances of canceling successfully, submit your request as soon as possible after placing the order.

2.1 Cancellation Terms

• Cancellation requests must be submitted before processing or shipping begins.
• Custom or personalized products cannot be canceled once production has started.
• If an order has already shipped, it cannot be canceled but may qualify for a return after delivery.

2.2 How to Request a Cancellation

To request an order cancellation, contact our support team through the Contact Us page. Include your order number and the email used at checkout so we can locate your purchase quickly.

2.3 Cancellation Fees

• If your order has already shipped, the request will be handled as a return once delivered.
• Return postage may apply for cancellations requested after dispatch.

3. Exchange Policy

If you receive an incorrect item or your product arrives damaged or defective, we will work quickly to make it right. Please contact us within 7 days of delivery to request an exchange or resolution.

3.1 Exchange Conditions

• Items must be unused and returned with original packaging when an exchange requires return shipping.
• Exchanges are subject to stock availability and product discontinuations.
• If the issue was caused by our mistake, we may provide a prepaid return label for approved cases.
• For faster processing, include photos of the issue (damage, defect, or wrong item) in your request.

4. Need Help

For help with refunds, returns, cancellations, order issues, or exchanges, please visit our Contact Us page. Our team aims to respond quickly with clear next steps so you can resolve your request without delays.