Refund policy

At Celestre, we want you to love your purchase. If for any reason you’re not fully satisfied, most items can be returned within 30 days of delivery for a refund, provided they meet the requirements below.

1. Eligibility for Returns

To be eligible for a return:

  • The item must be unused, undamaged, and in its original packaging.
  • All labels, accessories, and parts must be included.
  • A valid proof of purchase (order number or confirmation email) is required.
  • Items must be returned using a trackable shipping method.

Please Note:

Please contact us to arrange your return before sending anything back, so we can confirm the details and provide the correct return address. We are not responsible for lost or untracked return shipments.

2. Non-Returnable Items

The following items cannot be returned or refunded:

  • Custom-made, personalised, or made-to-order products
  • Gift cards
  • Items damaged or altered by the customer

3. How to Start a Return

To initiate a return, please email support@celestre.co.uk with:

  • Your order number
  • The reason for return
  • Photos or videos (if the item is damaged, defective, or incorrect)
  • Your full name and delivery address

Our customer service team will review your request within 3 business days and confirm whether your return is eligible.

If approved, we will send you the return address and detailed instructions.

4. Return Method

All returns are processed by mail.

The customer must ship the item using their own trackable courier service to the address provided after authorisation.

5. Return Shipping Costs

If the return is due to our fault (e.g. incorrect, defective, or damaged product), we will provide a full refund, including return shipping costs.

If the return is due to the customer (e.g. change of mind, ordered wrong item, or no longer wanted), the customer is responsible for the return shipping cost.

No restocking fee applies.

6. Refunds

Once your returned item is received and inspected, we will notify you by email:

  • If approved, the refund will be issued to your original payment method within 10 business days.
  • Depending on your payment provider, it may take additional time for the refund to appear in your account.

If the return is not approved, we will explain the reason in writing.

7. Damaged, Faulty or Incorrect Items

Please inspect your order immediately upon delivery. If you receive a damaged, defective, or incorrect item, contact us right away at support@celestre.co.uk with photos of the issue. We will arrange a replacement or a full refund at no cost to you.

8. Exchanges

We do not offer item-for-item exchanges. If you would like a different product, please return your original item following our returns process and place a new order. Once we receive and inspect your return, your refund will be issued according to our refund policy.

9. Cancellations

Orders can be cancelled free of charge at any time before they have been dispatched, just email us as soon as possible and we will stop the order and issue a full refund.

Once an order has been shipped it can no longer be cancelled, but you are welcome to return it under our returns process above.

If a delivery fails because the address you provided was incorrect or incomplete, or if a parcel is refused or returned to us unclaimed, we will refund you for the item once it is back with us. The actual cost of return carriage incurred by us may be deducted from the refund amount. No other deductions will be made.

10. Contact Information

Store Name: Celestre

Email: support@celestre.co.uk

Registered Address: Suite 6, Piccadilly Business Center, Aldow Enterprise Park, Manchester, Greater Manchester, M12 6AE, United Kingdom

Phone: +447871854240

Customer Service Hours:

Monday–Friday: 9:00 a.m. to 5:00 p.m. (GMT - London)
Saturday: 10:00 a.m. to 4:00 p.m. (GMT - London)
Sunday: Closed

We aim to respond to all messages within 24 hours.