Refund and Return Policy

Last updated: September 25, 2026

We want every customer and partner to be satisfied with their order. This policy explains how returns, refunds, exchanges and cancellations work for orders placed with Celeste Group LLC. It is part of our Terms and Conditions. Nothing in this policy limits rights you have under applicable consumer protection law.

1. Retail orders (individual customers)

  • Return window: you may return most items within 30 days of delivery.
  • Condition: items must be unused, in their original packaging and with all tags, parts and accessories.
  • Refund: once we receive and inspect the return, we refund the product price to the original payment method within 5 to 10 business days. Your bank may take additional time to post the credit.
  • Shipping costs: original shipping charges are non-refundable, and return shipping is paid by the customer, except when the return is due to our error or a damaged or defective item.
  • Exchanges: if you prefer a different item, we can process an exchange subject to availability.

2. Items that cannot be returned

  • Personal care, cosmetic and hygiene products that have been opened or whose seal is broken.
  • Perishable goods, food and beverages.
  • Items marked "final sale" or sold at clearance.
  • Gift cards.
  • Custom, personalized or special-order items.

These exclusions do not apply to items that arrive damaged, defective or incorrect.

3. Damaged, defective or incorrect items

If an item arrives damaged, defective or different from what you ordered, contact us within 7 days of delivery with your order number and photos of the product, packaging and shipping label. After confirming the issue we will, at your choice, send a replacement or issue a full refund, including the original and return shipping costs.

4. Wholesale orders

  • Wholesale sales are final, except for damaged, defective, short-shipped or incorrect goods.
  • Shortages, visible damage or incorrect items must be reported in writing within 7 days of delivery, with photos and the delivery receipt. Visible damage should also be noted with the carrier at delivery.
  • Approved claims are resolved by replacement, credit toward future orders or refund, at our discretion.
  • Returns of non-defective goods are accepted only with our prior written authorization and may be subject to a restocking fee of up to 15%, plus return shipping at the buyer's cost.
  • Terms written in a signed quote or supply agreement prevail over this section.

5. Order cancellations

You may cancel an order at no cost before it ships by contacting us. Once an order has shipped, the return process above applies. Wholesale and special orders that have already been purchased or prepared for you may only be cancelled with our written agreement.

6. How to start a return

  1. Email paolabautista_11@hotmail.com or message us on WhatsApp at +57 322 448 6464 with your order number and the reason for the return.
  2. We will reply with a return authorization and instructions. Returns sent without authorization may not be accepted.
  3. Pack the items securely and ship them to the address we provide. We recommend a trackable shipping service.

7. Late or missing refunds

If you have not received a refund after the period above, first check with your bank or card issuer, then contact us and we will help you. Please contact us before opening a chargeback so we can resolve the issue quickly.

8. Contact

Celeste Group LLC · paolabautista_11@hotmail.com · +57 322 448 6464