Refund policy

Returns & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, subject to the terms below.

Return Eligibility

To be eligible for a return under our 30-day return policy, your item must be returned in the same condition that you received it: unworn, unused, with any original tags attached, and in its original packaging where applicable. You must also provide your order number or other valid proof of purchase.

To start a return, please contact us by clicking here.

Returns must be approved by Celastine before they are sent back. Items sent to us without first requesting and receiving return instructions may be refused and returned to the sender.

Once your return has been approved, we will provide you with the applicable return instructions, including the return address.

Return Shipping

Unless the item is defective, damaged upon arrival, or you received an incorrect item, the customer is responsible for all return shipping costs associated with a return.

We strongly recommend using a tracked and insured shipping service when returning an item. Please retain your tracking number and proof of shipment until your return has been received and your refund has been processed.

Celastine is not responsible for returned packages that are lost, stolen, damaged, misdelivered, or otherwise fail to reach us while in transit. If a return shipment cannot be confirmed as delivered to our return address, we may be unable to issue a refund.

Purchasing tracking or insurance does not guarantee a refund, but it can help protect you in the event that your return is lost or damaged during transit.

Return Deadline

The return package should be shipped within the applicable return period stated above. We may reject returns that are submitted or shipped after the applicable return deadline, except where otherwise required by applicable law.

The date you contact us to request a return may be used to determine whether your return request was made within the applicable return period.

Damaged, Defective, or Incorrect Items

Please inspect your order promptly after receiving it and contact us as soon as possible if your item arrives damaged, defective, or if you receive the wrong item.

Please include your order number and clear photographs or other information showing the issue. We will review the claim and, where appropriate, provide a replacement, refund, or other remedy.

When an item is defective, damaged, or incorrectly supplied, you will not be required to bear return shipping costs where applicable under our policy or mandatory consumer protection laws.

Items That Cannot Be Returned

Certain products may be non-returnable due to their nature or applicable laws, including personalized or custom-made products and certain hygiene-sensitive or sealed products that are not suitable for return once opened.

Any specific non-returnable product will be identified as such where required.

Gift cards are non-refundable except where required by applicable law.

Sale items are generally eligible for return under the same conditions as other products unless the product listing or applicable law states otherwise.

Exchanges

We do not guarantee direct exchanges.

If you would like a different item, size, or variant, the fastest option is generally to return the original item and, once your return is approved, place a new order for the desired item.

European Union – 14-Day Right of Withdrawal

If you are a consumer located in the European Union, you may have a statutory right to withdraw from your purchase within 14 days after receiving the goods, without giving a reason, subject to the exceptions provided by applicable law.

This statutory right is separate from our additional 30-day return policy.

If you exercise your statutory right of withdrawal, you are responsible for the direct cost of returning the goods, provided that we informed you of this obligation before you purchased the goods.

The goods must be sent back without undue delay and generally no later than 14 days after you have communicated your decision to withdraw.

We may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.

When you validly exercise the EU right of withdrawal, we will reimburse the payments received from you as required by applicable law, including the cost of our least-expensive standard delivery option. We are not required to reimburse additional costs resulting from your choice of a more expensive delivery method.

You may be responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Nothing in this policy limits or excludes any mandatory consumer rights that apply to you under applicable law.

Refunds

Once we receive your return, we will inspect it and determine whether it meets the applicable return requirements.

If your return is approved, your refund will be issued to your original payment method.

For our voluntary 30-day return policy, refunds are generally processed within 10 business days after the return has been received and approved.

For EU statutory withdrawals, refunds will be processed in accordance with applicable law. We may wait to issue the refund until we receive the returned goods or receive evidence that you have sent them back, whichever occurs first.

Please note that once we issue a refund, your bank, credit-card provider, or payment provider may require additional time to post the funds to your account.

If more than 15 business days have passed after we have confirmed that your refund has been issued, please contact us by clicking here.

Refund Deductions

Where permitted by applicable law, we reserve the right to deduct from a refund any amount attributable to damage, missing components, or diminished value resulting from handling of the product beyond what is reasonably necessary to inspect the item.

We do not charge restocking fees unless clearly disclosed before purchase.