Refund policy

Celestora Exchange & Return Policy

1. Applicability of Policy

  • Exchange terms may vary depending on offers active during checkout.

  • The exact applicable policy will always be displayed on the checkout page before placing your order.

  • This policy applies uniformly across all eligible items and orders.

2. Eligibility for Exchange

  • Exchanges are only possible if you receive a wrong, damaged, or defective product.

  • Issues must be reported within 2 days of delivery.

  • Customized items, used items, or products with the Do Not Remove tag missing cannot be exchanged.

3. Mandatory Opening Video Requirement

To maintain fairness, protect customers, and streamline verifications, an unboxing video is mandatory for any exchange request:

Your Video Must Clearly Show:

  • The outer courier package in sealed condition.

  • The complete unboxing process from start to end without cuts.

  • The product being taken out of the packaging.

  • Any visible damage, defect, or wrong item if applicable.

Why This Is Mandatory

  • Helps us verify claims instantly.

  • Prevents courier or transit disputes.

  • Ensures faster approval and smooth processing.

  • Protects you in case of damage or tampering during delivery.

Without a proper opening video, Celestora cannot approve exchanges or replacements.

You can read more about this requirement under our Shipping Policy.

4. If Package Arrives Damaged

  • If you notice damage or tampering at delivery, please refuse the package immediately.

  • If already accepted, email us within 2 days with:

    • Opening video

    • Photos of the packaging and the product

  • We will arrange a free replacement after verification.

5. Doorstep Pickup for Eligible Exchanges

  • We provide doorstep pickup only from the original delivery address.

  • Pickup details (date, time, agent details) will be shared once approved.

  • Please ensure availability; failed pickup attempts may lead to cancellation of the exchange request.

6. Quality Check & Credits

All returned products go through a strict quality inspection to verify:

  • Originality & authenticity

  • No signs of usage

  • All accessories, tags, and packaging intact

  • “Do Not Remove” tag still attached

  • No stains, wear, damage, or missing items

If the product passes inspection:

  • Celestora Credits (store credit) will be issued within 7–10 working days.

  • Credits remain valid for 3 months and can be used on any future purchase.

If the product fails inspection, the exchange request will be rejected and the item will be returned to the customer.

Pickup Return Packing Guidelines

A. How to Pack the Product

  • Pack neatly:
    Place the product in its original box, including all accessories, tags, cards, and documentation.

  • Seal properly:
    Secure the outer package professionally, just like you received it.

  • Handover with care:
    Give the package only to the verified pickup agent assigned by us.

B. Return Safety & Customer Responsibility

  • Returned items damaged due to improper packing, loose sealing, or missing components will be the customer’s responsibility.

  • Returns received in altered, used, or incomplete condition will be rejected.

  • Shipping fees (if any applied during your purchase) are non-refundable.

C. Pickup & Communication

  • Pickup will be scheduled only at the original delivery address.

  • Ensure availability or designate an authorized receiver.

  • Missed pickups due to unavailability may lead to cancellation.

D. Mandatory Proof Before Pickup

For your protection, please document your return:

  • Clear photographs of:

    • The packed product

    • The sealed outer box

    • The label on the package

These images may be requested if any issue arises during transit.

If such proof is not provided when asked, Celestora reserves the right to decline the return or adjust the refund accordingly.

E. Fraud & Abuse Prevention

Celestora reserves the right to decline exchanges in cases of:

  • Repeated misuse of the return system

  • Inconsistent or unverifiable claims

  • Suspected fraud or policy abuse

  • Missing opening video or mismatched packaging evidence

This ensures safety and fairness for all customers.

F. Credit Issuance Timeline

  • If the returned product passes QC, 100% eligible value will be issued as Celestora Credits within 10 days of successful pickup or warehouse receipt.

  • Credits can be used to buy any item of equal or higher value.

G. Legal

  • All disputes are subject to Chandigarh jurisdiction.

If you need assistance at any stage, simply email us — we’re always here to help.