Refund & Cancellation Policy

1. Cancellation Policy

1.1 Order Cancellation Timeframe

  • Orders may be cancelled within 12 hours of placement without penalty

  • After 12 hours, orders enter processing and cannot be cancelled

  • Custom orders cannot be cancelled once production begins (24-hour cancellation window)

1.2 How to Cancel

  • Email: official@celestialtones.com (include order number)

  • Online: Through "My Account" portal (within 12 hours)

2. Return Policy

2.1 Return Eligibility

  • 30-day return window from delivery date

  • Items must be unused and in original packaging

  • Proof of purchase required

  • Return authorization required (RMA number)

2.2 Non-returnable Items

  • Customized or personalized products

  • Final sale items (clearly marked)

  • Used or damaged products

  • Products without original packaging

3. Return Process

3.1 Return Authorization

  • Contact us for Return Merchandise Authorization (RMA) number

  • Returns without RMA will not be accepted

  • RMA valid for 15 days from issue date

3.2 Return Shipping

  • Customer pays return shipping costs

  • Recommend using trackable shipping service

  • Original shipping costs are non-refundable

  • Return address:
    Contact us for return address

4. Refund Policy

4.1 Refund Processing

  • Refunds issued within 14 business days of receiving return

  • Refund to original payment method

  • Processing time may vary by payment provider

4.2 Refund Amounts

  • Full product price refunded

  • Original shipping costs non-refundable

  • Restocking fee (15%) may apply for certain items

  • Refund amount determined by item condition

5. Exchange Policy

5.1 Product Exchanges

  • Exchanges for different size/color within 30 days

  • Subject to product availability

  • Customer pays shipping costs for exchanges

  • Defective products qualify for free exchanges

5.2 Defective Products

  • Free exchange for defective items within 30 days

  • We cover shipping costs for defective exchanges

  • Photos of defect required for exchange approval

6. Special Circumstances

6.1 Lost or Stolen Packages

  • File claim with shipping carrier first

  • We assist with investigation and documentation

  • Replacement or refund based on investigation results

6.2 Wrong Item Received

  • Contact us within 7 days of delivery

  • We provide prepaid return shipping label

  • Correct item shipped immediately after return received

7. Refund Timeframes

7.1 Credit Card Refunds

  • 3-5 business days to process

  • 2-3 additional business days to appear on statement

7.2 PayPal Refunds

  • 24-48 hours to process

  • Instant balance update

7.3 Other Payment Methods

  • Digital wallets: 2-3 business days

  • Shop Pay: 3-5 business days

  • Apple Pay: 2-4 business days

8. Policy Changes

We reserve the right to modify this policy at any time. Changes will be posted on our website and become effective immediately. Customers are responsible for reviewing the policy periodically for updates.

9. Additional Notes

  • All returns must include original tags and labels

  • Refunds may be withheld until returned items are inspected

  • We are not responsible for return shipping damages

  • International returns may be subject to customs fees

  • Sale items may have different return conditions

Note: This policy applies only to purchases made directly through celestialtones.com. Third-party retailer purchases are subject to their respective return policies.