Refund policy

At Celestora, we want every purchase to feel reassuring from the moment you place your order. Each product is carefully checked, packed, and shipped. If something is not right, our team will guide you through a clear, fair, and supportive resolution process.

Quick summary:

Customers can submit an exchange request at support@celestora.in within 48 hours of delivery and will be responsible for shipping the product from their address to Celestora’s designated return address.

A clear package unboxing video recorded continuously, without cuts, pauses, or edits, is mandatory for every return, exchange, damaged, defective, wrong, or missing-item request.

1. Before You Order

Please carefully check the product photos, size, length, weight, material details, product description, and return or exchange eligibility before placing your order.

Our team is happy to assist you with sizing, styling, product details, and product selection before purchase.

2. Return and Exchange Eligibility

You may request a return or exchange within 48 hours from the recorded delivery date and time shown by the courier or order-tracking system.

A clear package unboxing video recorded continuously, without cuts, pauses, or edits, is mandatory for every request.

To be eligible, the product must be:

Unused, unworn, and in its original condition
Returned with the “Do Not Remove” tag intact and attached
Returned with the original box, invoice, packaging, certificates, cards, accessories, and any applicable free gifts
Supported by a clear package unboxing video recorded continuously, without cuts, pauses, or edits

If the tag is removed, tampered with, or missing, or if the product shows signs of use, scratches, wear, damage, stains, dents, missing stones, or missing parts, Celestora may reject the request or issue a reduced store credit or refund amount after quality check.

3. Damaged, Defective, Wrong, or Missing Item

Damaged, defective, wrong, or missing-item cases must be reported within 48 hours from the recorded delivery date and time of the order.

A clear package unboxing video recorded continuously, without cuts, pauses, or edits, is mandatory.

The video must clearly show:

The sealed outer courier package before it is opened
The shipping label and order details visible on the package
The complete package unboxing process without cuts, pauses, edits, or interruptions
The product and all other items received inside the package
Any damage, defect, wrong item, or missing item being claimed

The video must begin before the outer courier package is opened and continue until the complete contents of the package have been clearly displayed.

Without a proper package unboxing video meeting these requirements, Celestora may not be able to approve the claim.

4. Products Not Eligible for Return or Exchange

The following products are not eligible for return or exchange unless the issue is verified by Celestora as a wrong, damaged, or defective product:

Customized products
Engraved products
Made-to-order products
Sale or clearance items
Earrings
Nose pins
Piercing jewellery
Hygiene-sensitive jewellery

5. How to Request a Return or Exchange

Email us at support@celestora.in within 48 hours from the recorded delivery date and time of the order.

Your email must include:

Order ID
Product name or product URL
Reason for the return or exchange request
Clear photographs of the product
A clear package unboxing video recorded continuously, without cuts, pauses, or edits
Photographs or videos clearly showing the claimed issue, where applicable

The request timeline will be counted from the time your complete email, including all mandatory photographs, information, and the package unboxing video, is received at support@celestora.in.

Please do not ship anything back before receiving written approval from Celestora. Products sent without approval remain the customer’s responsibility and may not be accepted.

6. Process and Timelines

Step or Stage	What Happens	Timeline and Starting Point
Return or exchange request	The customer emails Celestora with the order details, reason, photographs, and mandatory package unboxing video.	The complete request must be received within 48 hours from the recorded delivery date and time of the order.
Damaged, defective, wrong, or missing-item claim	The customer submits evidence clearly showing the issue.	The complete claim must be received within 48 hours from the recorded delivery date and time of the order.
Initial review	Celestora reviews the request and the evidence provided.	Within 24 to 36 hours from the time Celestora receives the complete request and all required evidence.
Return approval	If the request is approved, Celestora sends written approval and return-shipping instructions.	The tracking submission timeline starts from the date and time the approval email is sent.
Return shipment	The customer safely packs and ships the approved product back to Celestora.	The customer must ship the product and share valid courier tracking details within 48 hours from the date and time Celestora sends the approval email.
Product receipt	Celestora receives the returned package.	The quality-check timeline starts from the recorded delivery date of the returned package at Celestora’s address.
Quality check	Celestora checks the product, tag, packaging, accessories, certificates, cards, and any applicable free gifts.	Up to 14 days from the recorded delivery date of the returned package at Celestora’s address.
Store credit processing	Approved store credit is issued after the quality check and applicable deductions are completed.	For COD orders, processing may take up to 21 days from the date the quality check is completed and the store credit is approved.
Store credit validity	The customer may use the store credit on future Celestora purchases.	Valid for 3 months from the date the store credit is issued.
Approved cash refund	The approved refund is processed after product receipt, quality check, approval, and calculation of applicable deductions.	May take up to 28 days from the recorded delivery date of the returned product at Celestora’s address.

Failure to submit the request, evidence, returned shipment, or tracking information within the applicable timeline may result in the request being declined.

7. Free Gifts, Black Box, Packaging, and Accessories

Any free gifts, black box, cloth, pouch, accessory, certificate, card, or premium packaging included with the order may need to be returned depending on the final eligible paid order value.

Gift thresholds may change by month, campaign, or offer. The applicable threshold will be the threshold active on the date the original order was placed.

If the final eligible paid order value remains above the applicable gift threshold, the customer may keep the free gifts included with the order.

If the final eligible paid order value falls below the applicable gift threshold, Celestora may ask the customer to return the free gifts or deduct their full MRP or listed value from the store credit or approved refund.

If any required free gift, black box, cloth, pouch, certificate, card, packaging, or accessory is missing, used, damaged, scratched, stained, washed, altered, or not returned when required, Celestora may deduct its full MRP or listed value without applying any discount.

8. Store Credit

Store credit is calculated on the final paid value of the eligible returned product after accounting for discounts, coupons, prepaid offers, promotional offers, and applicable deductions.

Store credit is valid for 3 months from the date it is issued and may be used toward future purchases from Celestora.

If the new product value is higher than the available store credit, the customer may use the store credit and pay the remaining balance.

If the new product value is lower, the unused balance will remain available as store credit until the original expiry date.

9. Cash Refund Requests

Store credit is Celestora’s preferred and fastest resolution because it allows customers to use the full eligible value toward another purchase without waiting for a longer refund process.

We understand that some customers may prefer a cash refund. Wherever applicable, cash refund requests are reviewed fairly on a case-by-case basis.

Cash refunds are subject to deductions because each order involves payment-processing charges, transaction costs, packing and handling expenses, and restocking costs. These charges are paid by Celestora to payment partners, logistics providers, and other third-party service providers and may not be recoverable when an order is returned.

For voluntary return or exchange requests where the customer chooses a cash refund instead of store credit, the following deductions may apply:

Order Type	Deduction
Prepaid orders	7%
COD orders	10%

These deductions help cover the transaction costs and restocking expenses associated with the original order and its return.

The value of any missing free gifts, packaging, black box, cloth, pouch, certificates, cards, accessories, or quality-check deductions may also be adjusted from the approved refund amount.

A cash refund will be processed only after:

The returned product is delivered to Celestora
The quality check is completed
The request is approved
All applicable deductions are calculated

Approved cash refunds may take up to 28 days from the recorded delivery date of the returned product at Celestora’s address, subject to successful quality check and final approval.

10. Return Shipping

For approved return or exchange requests, the customer must ship the product to Celestora at their own cost unless Celestora confirms otherwise in writing.

The customer is responsible for:

Return courier charges
Safe and secure packaging
Selecting a trackable courier service
Sharing valid tracking details within 48 hours from the date and time of the approval email
Transit risk until the package is delivered to Celestora
Ensuring the product and all required items reach Celestora safely

Celestora will process the request only after the returned product is delivered to Celestora and successfully passes quality check.

11. If Quality Check Fails

If the returned product fails quality check, Celestora may reject the request or issue a reduced store credit or refund amount based on the product’s condition and applicable deductions.

If the request is rejected, the customer may arrange for the product to be shipped back by providing Celestora with a valid prepaid courier label.

The customer must provide the prepaid courier label within the timeline communicated by Celestora. This timeline will begin from the date and time Celestora sends the quality-check rejection email.

12. Legal

Celestora may update this policy from time to time.

For each order, the applicable policy will generally be the policy active on the date the order was placed or the policy displayed during checkout, unless Celestora chooses to offer a more favourable resolution.

All disputes are subject to Chandigarh jurisdiction.

For support, email support@celestora.in with your order ID, issue details, photographs, and the mandatory clear package unboxing video recorded continuously, without cuts, pauses, or edits.