Refund policy

At Celestine, every candle is thoughtfully handcrafted in small batches, making each piece unique. We want you to shop with confidence and enjoy a seamless experience from the moment you place your order to the moment it lights up your space.

 

Our Happiness Promise 

Your satisfaction means everything to us. If your order arrives damaged, defective, or different from what you ordered, we'll work with you to resolve the issue promptly.

 

Returns

Due to the handmade and delicate nature of our products, we do not accept returns or exchanges for:

  • Change of mind

  • Incorrect product selection by the customer

  • Minor variations in color, texture, fragrance, finish, or decorative details, as these are natural characteristics of handcrafted candles

 

Damaged, Defective or Incorrect Products

We take great care in packaging every Celestine Candle order. However, in the rare event that you receive a damaged, defective, or incorrect item, please notify us within 24 hours of receiving your parcel.

To be eligible for a replacement or refund, customers must provide:

  • Order number

  • A clear, uninterrupted one-shot unboxing video starting from the sealed package being opened

  • Clear photographs of the damaged or incorrect product, if requested

 

The unboxing video is mandatory as it helps us verify any damage that may have occurred during transit and allows us to process claims fairly and efficiently.

Once the video evidence has been received and reviewed, we will initiate the resolution process. Depending on the nature of the issue, a replacement product will be shipped for the damaged item(s), or a refund will be issued where applicable.

Please note: Claims submitted without a clear and complete unboxing video may not be eligible for replacement or refund.

 

Refunds

  • If your order qualifies for a refund, we will guide you through the return process.
  • Once the returned product has been received and inspected by our team, the refund will be processed to your original payment method with in 10 days. 

Please note that refund processing times may vary depending on your bank or payment provider.

 

Cancellation Policy

Once an order is placed and confirmed, it immediately enters our processing and production queue. Therefore, cancellations, modifications, or changes to confirmed orders cannot be accommodated.

We kindly request customers to carefully review their order details, shipping address, and product selection before completing their purchase.

 

Need Assistance?

To report an issue or seek assistance, please contact us at:

Email: celestinecandles025@gmail.com

At Celestine, we're not just sending candles—we're delivering moments of warmth, celebration, and joy. If something isn't right, we'll do our best to make it right.