Celestral | Return, Refund & Exchange Policy

Return, Refund & Exchange Policy

For purchases made at Celestral

Overview

At Celestral, we strive to provide high-quality and authentic gemstone jewelry and spiritual accessories. Each product is carefully checked before dispatch. However, if you experience an issue, we are here to assist you.

This policy outlines the conditions under which returns, refunds and exchanges may be accepted.

1. Eligibility for Return or Exchange

A return or exchange request will be accepted only under the following conditions. All cases must be reported within 48 hours of delivery.

A. Damaged Product on Delivery

If the product arrives in a damaged condition, you must:

  • Notify us within 48 hours of delivery.
  • Share clear unboxing video and images as proof.
  • Return the unused product with original packaging.

Once verified, you may request either:

  • Exchange of the same product, or
  • Store credit of the same value.

No cash refund applies in this case unless replacement stock is unavailable.

Note: The unboxing video should clearly show the parcel opening and the damaged product without cuts or edits. This helps us verify your claim quickly.

B. Incorrect Product Received

If you receive a different product than what was ordered:

  • Notify us within 48 hours of delivery.
  • Return the unopened item in its original condition.

We will send the correct product at no additional cost to you once the return is received and verified.

C. Authenticity Concern

If you believe the product is not genuine, you may:

  • Share a valid certification from a recognized gemological authority stating the issue.
  • Return the product in unused condition with original packaging.

Upon successful verification, you will receive a 100% refund of the product value.

2. Non-Returnable Items

For hygiene, customization and safety reasons, the following are not eligible for return or refund (unless received in a damaged condition and reported within 48 hours):

  1. Used products or items that show signs of wear.
  2. Customized or size-adjusted bracelets or any made-to-order designs.
  3. Items without original tag, authenticity certificate or box.
  4. Items returned after the 48-hour reporting window.
  5. Products damaged due to mishandling, improper storage or regular wear & tear.
Note: We request you to carefully review size, product details and usage instructions on the website before placing an order.

3. Refund Conditions

Refunds are processed only under the following cases, subject to inspection and approval by our internal Quality Check (QC) team:

  • Proven authenticity discrepancy based on valid certification.
  • Missing product or failed delivery confirmed with our courier partner.
  • Item received back by Celestral in its original condition and packaging and approved by QC.

Once approved, refunds will be processed within 5–7 working days through the original method of online payment.

If the product was purchased offline, refunds are issued as store credit only, which can be used against future purchases at Celestral.

Note: Bank or card processing times may vary. Celestral is not liable for delays from banks, payment gateways or third-party services once the refund has been initiated from our end.

4. Exchange Process

Eligible exchanges follow this step-wise process:

  1. Submit a request via WhatsApp or email with your order ID, pictures and concern within 48 hours of delivery.
  2. Once your request is reviewed, you will receive the return shipping address.
  3. Ship the item back carefully packed with all original contents. Shipping cost is borne by the customer unless the issue is due to our error (wrong or damaged product).
  4. After the product passes quality check, the exchange or store credit will be processed.

5. Cancellation Policy

  • Orders can be cancelled within 2 hours of placing the order, provided that the order has not yet been shipped.
  • Once the order is dispatched from our side, cancellation is not possible.

6. Contact for Support

For all return, refund or exchange requests, kindly reach out to us with your Order ID, registered mobile number and product photos/video.

Requests raised outside working hours will be attended to on the next working day.

7. Disclaimer

Gemstones and spiritual accessories are belief-based products. The effects, benefits or outcomes of wearing or using them may vary for each individual and are based on personal faith and experience.

Celestral does not guarantee any specific results or outcomes. All purchases are made at the customer’s sole discretion. By purchasing from Celestral, you agree to this understanding and to abide by the terms of this policy.