Refund Policy

Refund Policy

At Celasta, each garment is crafted as a canvas for detailed embroidered art. Because our pieces involve delicate craftsmanship, we enforce strict quality control standards prior to dispatch. Please review our refund guidelines below to understand how claims and cancellations are handled.

1. Scope of Refund Eligibility

Refunds are evaluated exclusively for orders that meet the following criteria:

• Manufacturing Defects & Damage: Items received with visible tears, structural garment defects, or severely damaged embroidery.
• Fulfillment Errors: Receiving an incorrect item, colorway, or size that does not match your confirmed order invoice.
• Transit Issues: Packages officially reported and verified as lost in transit by our logistics partners.

Please note: Garments that have been worn, washed, altered, stained, or damaged due to post-delivery handling are strictly ineligible for a refund.

2. Claim Submission & Verification Process

To request a refund without the delay of a physical return, we require visual proof to verify the issue:

• Timeframe: Claims must be reported to our customer support team within 48 hours of package delivery.
• Required Documentation: You must provide clear photograph(s) along with an uninterrupted, continuous unboxing video. The video must clearly show the unopened outer packaging, the shipping label, and the unboxing process leading to the defective or damaged embroidery.
• Direct Resolution: Once our team verifies and approves the video proof, your refund will be processed directly—eliminating the need for you to pack and ship the damaged garment back to us.

3. Order Cancellation Policy

• Standard Cancellation Window: You may request a order cancellation within 6 hours of placing your order for a 100% full refund.
• Post-6-Hour Policy: Cancellations requested after the 6-hour window or after the order has entered fulfillment/dispatch cannot be accepted.

4. Payout Method & Processing Timelines

• Refund Method: Approved refunds will be credited directly back to the original payment method used during checkout (UPI, Credit/Debit Card, or Net Banking).
• Processing Duration: Once initiated on our end, bank processing typically takes 5 to 7 business days for the funds to reflect in your account.