Cancellation & Refund

Cancellation, Return & Refund Policy for CelestialH2O Products

At CelestialH2O, we are committed to ensuring customer satisfaction across all our products, including Vital Flow and any future products. Our policy outlines clear guidelines for cancellations, returns, and refunds, which may vary depending on the product. The terms set forth below are compliant with the requirements of banks, financial institutions, payment gateways, and relevant Indian and international standards.

1. General Policy for All Products

Cancellation Policy:

Pre-Shipment Cancellation: Orders for any CelestialH2O product can be canceled within 24 hours of placement without charges. After this period, the product may have been processed for shipping, and cancellation may no longer be possible.
Post-Shipment Cancellation: Once the product has been shipped, cancellation will not be accepted, and customers must follow the return process as described below.

Return Policy:

Eligibility: Returns are accepted only for damaged, defective, or incorrect products. Customers must notify us within 3 days (India) or 7 days (Rest of the World) from the date of receiving the product.
Video Requirement: To process a return, customers must record a continuous unboxing video from the moment the package is opened until the product is fully unboxed. The video must be taken in a well-ventilated area, without any pauses or breaks. This video must be submitted to CelestialH2O to initiate any return request.
Condition: The product must be unused, in its original packaging, and accompanied by proof of purchase. Opened or used products, or those without a valid unboxing video, will not be eligible for return.
Refund Process: Refunds will be processed within 7-10 working days for India and 14-21 working days for international customers after receiving and inspecting the returned product. Refunds will be credited through the original payment method used at the time of purchase, subject to standard processing times of the respective bank or payment gateway.

2. Policy for India

Cancellation (India)

Return (India)

Eligibility: Returns are accepted for defective, damaged, or incorrect products. Customers must inform us within 3 days of receiving the product and provide an unboxing video as per the general video requirement.
Return Shipping: CelestialH2O will bear the cost of return shipping for defective or incorrect items. In other cases, the customer is responsible for return shipping charges.
Refund Timing: Refunds will be processed within 7-10 working days of receiving and inspecting the returned product. The refund will be credited to the original payment method.

3. Policy for Rest of the World

Cancellation (Rest of the World)

Return (Rest of the World)

Eligibility: Returns are accepted only for defective, damaged, or incorrect products. Customers must notify us within 7 days of receiving the product and provide the required unboxing video.
Return Shipping: Return shipping costs will be borne by the customer, except for cases where the product is defective or incorrect. In such cases, CelestialH2O will cover the return shipping.
Refund Timing: Refunds will be processed within 14-21 working days upon receiving and inspecting the returned product. Refunds will be credited through the original payment method.

4. Product-Specific Terms

This policy applies to all current and future products under the CelestialH2O brand. However, terms regarding returns, cancellations, and refunds may vary depending on the specific product.

Product-Specific Policies: Certain products may have unique return or cancellation terms based on their nature (e.g., health supplements, consumables). Customers are advised to carefully review the product-specific policies mentioned on the respective product page before making a purchase.
Future Products: Any future products introduced under the CelestialH2O brand will also be governed by this policy, unless explicitly stated otherwise on the product page.

Additional Information:

Bank and Payment Gateway Compliance: All refunds will be processed to the original payment method used for the transaction (such as credit card, debit card, UPI, or any other method). CelestialH2O complies with the refund processing requirements of payment gateways and financial institutions, including those specified under the Reserve Bank of India (RBI) guidelines and international financial standards.
Chargebacks and Disputes: In case of any disputes or chargebacks, customers are advised to contact CelestialH2O directly through the provided customer service contact points. We aim to resolve issues within 7 business days. All return requests must follow the video evidence protocol to ensure eligibility for a refund.
Compliance with Indian and International Standards: Our return and cancellation policy aligns with guidelines set by regulatory bodies, including the Consumer Protection Act, 2019 (India), and is in accordance with International consumer protection laws and the guidelines of financial institutions and payment gateways.
Exchange Policy: We currently do not offer exchanges. If a customer wishes to exchange an item, they must return the original product and place a new order.

Contact Information:

CelestialH2O reserves the right to modify this policy at any time without prior notice. Please review the policy regularly for updates.