Changed your mind or it is not quite right for your pet? Contact us within 14 days of receiving your order. Return the item unused in its original packaging and we will refund you in full once we receive it.
You are responsible for return shipping costs. We recommend using a trackable service.
Received something damaged, defective or not what you ordered? Contact us within 7 days with photos and a short video. We will sort it out immediately at no cost to you.
We cover the full return shipping and you receive a complete refund.
We understand that sometimes a product is not quite what you expected. Here is how change of mind returns work:
- Contact us within 14 days of receiving your order
- Item must be unused, unworn and in original condition with all tags and labels intact and in original packaging
- The product must not have been removed from its original packaging or have any seals broken
- Food, medication and consumable products cannot be returned for change of mind
- You are responsible for all return shipping costs — we do not cover shipping for change of mind returns
- We recommend using a trackable shipping service as we cannot accept responsibility for items lost in transit
- Once we receive and inspect the item you will receive a full refund to your original payment method within 10 business days
Before you return: Our team will always try to find the best solution for you first — whether that is a replacement, a special offer or something else. We want you to be happy and will do our best before you go through the effort of a return.
If your item arrives damaged, defective or is not what you ordered we want to know immediately. Here is what to do:
- Contact us at shop@celestestore.com.au within 7 days of receiving your order
- Include your order number in your message
- Attach clear photos of the damaged or incorrect item
- Include a short video showing the issue clearly
- We will review your claim within 24 hours and respond with next steps
- We will arrange the return at no cost to you — we cover all return shipping
- Once we receive the item you will receive a full refund to your original payment method within 10 business days
Please note: Do not dispose of damaged items before contacting us. We need the item and evidence (photos and video) to process your claim. Pet toys or beds damaged by an animal are not eligible for return unless a manufacturing fault can be identified.
If your order is returned to us due to an incorrect address, non-collection or refusal of delivery the following applies:
- We will contact you to arrange redelivery or process a refund
- Additional redelivery fees may apply if the error was on your end
- If the return was caused by an error on our end we will redeliver at no extra cost
- Refunds for returned-to-sender parcels will have outbound shipping costs deducted where the error was not ours
- Unused items in original packaging with tags intact
- Items with all seals and labels unbroken
- Change of mind items reported within 14 days
- Damaged or defective items reported within 7 days
- Incorrect items sent by us
- Used or worn items
- Items removed from original packaging
- Pet food, treats, medication or consumables
- Items damaged by animals (unless manufacturing fault)
- Items reported after 14 days for change of mind
- Sale items and gift cards
- Personalised or custom made items
Once your return has been approved by our team, please send your item to the following address. Do not send any returns without prior approval.
Cavan SA 5094
Australia
Important: You must contact us and receive approval before sending any return. Items sent to this address without prior authorisation cannot be refunded. We accept no responsibility for loss or damage caused during return transit, so please use a trackable shipping service.
Once we receive and inspect your returned item we will notify you by email. If your return is approved:
- A full refund will be processed to your original payment method
- Refunds are processed within 10 business days of us receiving the item
- Please allow an additional 3 to 5 business days for your bank or card provider to post the refund
- You will receive an email confirmation once your refund has been processed
If 15 business days have passed since your refund was approved and you have not received it, please contact us at shop@celestestore.com.au and we will investigate immediately.
Starting a return is simple. Reach out to us and our team will take care of everything from there:
- Email us: shop@celestestore.com.au — include your order number and reason for return
- Contact form: Visit our Contact Us page and submit your query with your order details
Please note: Do not send items back without contacting us first and receiving written confirmation. Items returned without prior authorisation will not be accepted and cannot be refunded.