Return & Exchange Policy

At Celestraa, we take pride in delivering beautifully crafted imitation jewelry with love and care. However, in the rare event that something goes wrong, we offer a 7-day return and exchange policy, subject to the conditions below.

When Are You Eligible for a Return or Exchange?

You can request a return or exchange only if:

  • You received a damaged product, or

  • You received the wrong item

To qualify:

  • An unboxing video is mandatory, taken in a single shot without pauses or edits.

    • The video must clearly show the unopened package being opened, along with the issue (e.g., damage or wrong product).

    • Without this video proof, no return or exchange request will be accepted under any circumstances.

When Are Returns & Exchanges Not Accepted?

  • If the product is used, worn, or tampered with.

  • If the request is made after 7 days from delivery.

  • If the reason is based on personal preferences like “didn’t like the product” or “changed my mind.”

  • If no unboxing video is provided.

How to Request a Return or Exchange

To initiate a request:

  1. Email us at support@celestraa.com or fill out the Contact Form on our website.

  2. Subject line: “Return/Exchange Request – Order #[Your Order Number]”

  3. Attach the unboxing video and mention the issue clearly.

  4. Our team will verify your claim and respond within 24–48 hours.

Refund Process

  • Refunds are processed only if the product is unavailable for exchange.

  • If approved, the refund will be issued via bank transfer or original payment method within 5–7 business days.

  • For Cash on Delivery orders, customers must provide bank details for processing refunds.

Shipping for Returns

  • If your return is approved, we will share return instructions.

  • In eligible cases, reverse pickup may be arranged depending on your location.

  • If reverse pickup is not available, you may be asked to self-ship the product. The shipping charges (if any) will be refunded if the claim is valid.

Return Window

  • All return or exchange requests must be raised within 7 days of receiving the product.

We appreciate your understanding and cooperation. This policy helps us ensure fair practices while protecting both your interests and our brand standards.

If you have any questions, feel free to reach out via our Contact page or email us directly at support@celestraa.com. We're always happy to help!