Refund policy

Returns & Refunds Policy

We want you to love your Ce-les-tin purchase. If something isn’t quite right, we are here to assist with returns or exchanges in a way that is fair, clear, and in accordance with Australian consumer law. This Returns & Refunds Policy explains when and how you can return items, and what to expect in terms of refunds or replacements.

Change of Mind Returns (Eligibility & Timeframe)

Because our clothing is handmade in small batches, we kindly ask that you choose carefully. However, we understand that sometimes an item might not fit or suit your little one. We accept change-of-mind returns or exchanges for standard products, provided that:

• You contact us within 14 days of receiving your order to initiate the return.

• The item is unworn, unwashed, and in original condition, with tags and packaging intact. Please ensure there are no stains, odours, or damage.

• You have proof of purchase (order number or receipt) to confirm the item was bought from Ce-les-tin.

If these conditions are met, you may return the item for a full refund or an exchange (your choice). Please note: For change-of-mind returns, the original shipping cost is non-refundable, and the customer is responsible for the return shipping postage. We recommend using a trackable shipping method for returns to avoid any issues.

Return Process

Returning an item is easy and stress-free. Here’s what to do:

1. Contact Us: Email us at shopatcelestin@gmail.com within 14 days of delivery. Please include your order number, the item you wish to return, and the reason for return (e.g. sizing issue, change of mind, etc.). We’ll respond promptly with confirmation of your return eligibility and further instructions.

2. Pack the Item: Please fold and pack the item neatly in its original packaging (or similar protective packaging) to ensure it isn’t damaged on the way back to us. Include a copy of your order receipt or a note with your name and order number.

3. Ship the Item: We will provide you with our return address in Tanilba Bay, NSW. You can then mail the package back to us via your preferred postal service. We recommend using a trackable service for peace of mind. Unless the item is faulty (see below), return postage is at your cost.

4. Inspection: Once we receive your returned item, we’ll inspect it to make sure it meets the return criteria (unworn, undamaged). This is usually done within 2-3 business days of receipt. Don’t worry – we handle all returns promptly and with understanding.

5. Refund/Exchange: After inspection, we will process your requested refund or send out the exchange item. For refunds, we will issue the amount (minus any original shipping fee, if applicable) back to your original payment method. We’ll send you a confirmation email when this is done. Credit card and PayPal refunds typically take 5-10 business days to appear in your account, depending on your bank. For exchanges, we’ll provide the new tracking number once the replacement item is shipped.

Refund Processing Time

We know you’d like your refund quickly. Once your return is approved, we aim to process refunds within 2 business days. However, your bank or credit card provider might take additional time to post the refund to your account. If it’s been more than 10 business days since we confirmed your refund and you still don’t see it, please contact us and we’ll help investigate. Any refund will be issued to the original form of payment (e.g. the same credit card or PayPal account used for purchase). If you prefer, we can also offer the refund as store credit or a gift card, just let us know in your return request.

Faulty, Damaged, or Incorrect Items

Your satisfaction and our product quality are extremely important to us. We thoroughly check each garment before shipping, but if you receive an item that is faulty, damaged, or not what you ordered, please contact us immediately (within  Seven days of receiving the item, if possible). In such cases, we will take care of you:

• Faulty or Damaged Product: We will arrange either a replacement or a full refund, according to your preference. “Faulty” means the product has a manufacturing defect or isn’t functioning as it should (e.g. a garment with a stitching issue or wrong size received). To help us assess the issue, we may ask for a photo of the defect/damage.

• Wrong Item Sent: Oops! If we sent you the wrong color/size or a different product than what you ordered, we apologize. Please let us know, and we will correct it as soon as possible by sending the correct item or issuing a refund, and we will cover all shipping costs involved.

In cases of confirmed fault or error on our part, we will cover the return shipping cost. We may provide you with a prepaid return label or reimburse reasonable postage costs. Our goal is to make it right for you without any extra expense or hassle.

Your Rights Under Australian Consumer Law

This policy is designed to give you peace of mind when shopping with Ce-les-tin. It operates in addition to your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL . This means that you are entitled to a replacement or refund for a major failure of a product, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure is not a major failure .

For example, under ACL, if a product has a major defect or is significantly not as described, you can choose a refund or replacement – store policies cannot override these rights . Likewise, if a minor issue occurs, we can offer a repair or replacement. We fully uphold these legal obligations. If you believe a product you received breaches any consumer guarantee, please contact us and we will work out an appropriate solution as required by law.

(In plain language: We will never refuse you your legal rights. Any benefits provided by our Ce-les-tin returns policy are in addition to the guarantees and remedies you’re entitled to under Australian law.)

Contact Us for Returns

If you have any questions about our Returns & Refunds Policy, or need to talk to us about a specific return/refund issue, please reach out. We’re here to help and want to ensure you have a positive experience with our brand. You can contact us via:

• Email: shopatcelestin@gmail.com

• Mail: Ce-les-tin, Tanilba Bay, NSW 2319, Australia

We will respond as quickly as possible with guidance. Thank you for supporting our small business and for your understanding of these policies, which help us continue to provide quality, sustainable products for you and your children.