RETURNS & RETURN INSTRUCTIONS
Celestino offers you the right to return the entire order, or part of it, if the purchase does not meet your
expectations. The return process is considered complete once we receive the products, provided that the returned
products meet the terms & conditions set by our return policy. Upon acceptance of your return, the value of the
returned items is immediately credited as a 'Credit Balance' to your account. Your Credit Balance is immediately
available for use in new orders, or you can request a refund by providing a valid IBAN code.
Please ensure that the following necessary conditions are met before proceeding to return your order:
- Include the completed return form in the package. This way, we can identify your order and
understand the reason
for the return, facilitating prompt processing. If you have lost the return form, you can print it by clicking here or contact Celestino customer service
at +302122144444.
- Check if the return is made within the specified deadline:
- Online purchase: 30 days from the order shipment date.
- In-store purchases: 30 days from the purchase date.
- Products are properly packaged, in their original condition, retain all labels, and special markings
(tags/barcodes) have not been removed.
More information about the return policy and/or the right of withdrawal can be found under the Terms &
Conditions.
Special Returns Conditions
Non-returnable products:
Some of our products cannot be returned due to their special characteristics.
Specifically:
- Products with a red label, for hygiene reasons.
- Products marked as 'non-returnable/non-exchangeable'.
- Personal care items.
- Underwear where protective stickers are removed.
- Any product in special packaging that has been altered or opened (e.g., earrings).
Defective Products Returns
You have the right to return the products you purchased and request their replacement in all cases where:
- Delivered products are different or significantly vary from what you ordered.
- There was a defect in the product.
To exercise this right, you must contact us at +302122144444 and [email protected]. During our communication, you will be asked to
describe the product and its defect in detail, and then you will receive instructions from us for further actions.
The product must be returned with the original purchase receipt, in excellent condition, and with the packaging and
documents that accompanied the product, so we can examine it. When your return is processed, we will inform you if
you are entitled to a refund or replacement (depending on the case). The refund will be made within 14 calendar days
from the day we confirmed that you are entitled to a refund or product replacement. The refunded amount will cover,
beyond the total value of the product, the shipping costs as well as the cost of returning the product and will be
credited to your electronic wallet in your account. Please note that you retain all the consumer rights provided by
the applicable law.
RETURN METHODS
Celestino offers the following free-of-charge return methods for Cyprus. For returns made in ways
not covered by our
return policy, we reserve the right to refuse receipt of the return, while in case of acceptance,
the costs are
borne by the sender. This charge will be withheld from the credit amount resulting from the value of
the returned
products.
ONLINE STORE PURCHASES:
This service is available only to registered users.
To use the service, log in to your account, visit the 'My Account' section, and select 'New Return'. Following the
instructions, you can return your entire order or part of it using the following methods:
- Return to a BOX NOW locker following these steps:
- Package the products you wish to return, making sure you have included the completed return form inside
the package.
- You will then receive a Viber/SMS message with the access code for the Box Now locker of your choice.
- Place the packaged products for return in the chosen locker and close it.
DROP-OFF TO A KRONOS EXPRESS STORE
Package the products you wish to return, make sure you have included the completed return form and visit any
Kronos Express store, stating it is a return to Celestino.
You can view the Kronos Express stores by clicking here.
PHYSICAL STORE PURCHASES:
For in-store purchases, you can return your products for free at any Celestino store, providing the
purchase receipt
or exchange card.
Please note that refunds are ONLY possible at the same store where the purchase was
made. Product
exchanges are possible at any store of your choice.
For any queries, you can contact our Customer Service Department at +302122144444 or
at [email protected]
