Refund and Return Policy

 

We want you to be absolutely delighted with your purchase! As each item is lovingly handmade and often personalised, our policy is as follows:

Customised/Personalised Items:
Due to the unique nature of custom and laser-engraved items, we are unable to accept returns or offer refunds for these products unless the product is faulty, damaged upon arrival, or incorrectly engraved due to our error. Celestial Custom Crafts will not be responsible for errors in engraving that result from incorrect information supplied by the customer. If you receive a faulty, damaged, or incorrectly engraved item, please contact us within 14 days of receiving your order with photographic evidence. We will assess the issue and arrange for a replacement or refund as appropriate.

Non-Customised Items:
For items that are not personalised, you may return them in their original, unused condition within 14 days of receipt for a refund or exchange. Return shipping costs are the responsibility of the customer, unless the item is faulty. Please contact us before returning any item to receive a return authorisation.

Faulty or Damaged Items:
If your order arrives damaged or you believe it to be faulty, please notify us within 14 days of delivery. We will work with you to resolve the issue, which may include a replacement, repair, or refund. Please retain all original packaging and provide photographic evidence of the damage.

How to Initiate a Return:
To initiate a return or report an issue, please contact us at shop@celestialcustomcrafts.co.uk with your order number and a detailed description of the reason for your return or concern.

Changes to Policy
We reserve the right to modify this Return and Refund Policy at any time. Any changes will be effective immediately upon posting on the website. Your continued use of the website after any such changes constitutes your acknowledgement of the policy.

We appreciate your understanding and are here to help if you have any questions!