Refund and Returns Policy
At CelestineCare, customer satisfaction is our priority. We want you to be completely satisfied with your purchase. If you are not entirely happy with your order, please review our Refund and Returns Policy below.
1. Returns Eligibility
You may request a return within 14 days of receiving your order.
To be eligible for a return, the item must:
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Be unused, unopened, and in its original condition.
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Be returned in its original packaging with all seals intact.
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Include proof of purchase or order confirmation.
We reserve the right to refuse returns that do not meet these conditions.
2. Non-Returnable Items
For hygiene, safety, and health reasons, the following items cannot be returned unless they are faulty or damaged upon arrival:
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Opened or used skincare, beauty, or wellness products.
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Products with broken seals or missing packaging.
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Personal care items.
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Gift cards.
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Clearance, sale, or promotional items.
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Products marked as non-returnable.
3. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery.
To help us resolve the issue promptly, please provide:
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Your order number.
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A description of the issue.
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Clear photographs showing the damaged, faulty, or incorrect item.
Upon verification, we will offer an appropriate solution, which may include:
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A replacement product.
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A refund.
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Store credit.
4. How to Return an Item
Before returning any item, please contact our Customer Support team for return authorization.
Please provide:
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Full name.
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Order number.
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Reason for return.
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Photographs (if applicable).
Items returned without prior authorization may not be accepted.
Customers are responsible for securely packaging returned items to prevent damage during transit.
5. Return Shipping Costs
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Customers are responsible for return shipping costs unless the item is faulty, damaged, or supplied incorrectly.
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Original shipping charges are non-refundable unless the return is due to our error.
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We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.
6. Refund Process
Once your returned item has been received and inspected, we will notify you regarding the approval or rejection of your refund.
If approved:
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Refunds will be processed to the original payment method.
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Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.
7. Late or Missing Refunds
If you have not received your refund:
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Check your bank account again.
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Contact your credit card provider, as processing times may vary.
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Contact your bank, as refunds can take additional time to post.
If you have completed these steps and still have not received your refund, please contact us.
8. Exchanges
We only replace items if they are defective, damaged, or incorrectly supplied.
If you wish to exchange an item, please contact our Customer Support team.
9. Order Cancellation
Orders may only be cancelled before they have been dispatched.
Once an order has been shipped, it cannot be cancelled and must follow the standard returns procedure.
Please contact us as soon as possible if you wish to cancel your order.
10. International Returns
International customers are responsible for all return shipping costs, customs duties, taxes, and associated fees unless the return is due to an error on our part.
CelestineCare is not responsible for returns lost during transit.
11. Changes to This Policy
We reserve the right to amend or update this Refund and Returns Policy at any time without prior notice.
Any changes will become effective immediately upon publication on this page.
Contact Us
If you have any questions regarding our Refund and Returns Policy, please contact us:
CelestineCare
Email: support@celestinecare.com
Website: https://celestinecare.com
