Refund policy
REFUND & RETURNS POLICY
Last updated: July 4, 2026
At The Celestial Hours, each artwork is printed and prepared after an order is placed. We want every piece to arrive safely, beautifully, and as expected.
This Refund & Returns Policy explains when returns, replacements, cancellations, withdrawals, and refunds may be available.
Please read this policy carefully before placing an order.
1. Contact
For any return, refund, replacement, cancellation, withdrawal, or delivery issue, contact us at:
contact@thecelestialhours.com
Please include your order number whenever possible.
2. Damaged, defective, or incorrect items
If your order arrives damaged, defective, incorrectly printed, or different from the item you ordered, contact us within 30 days of delivery at:
contact@thecelestialhours.com
Please include:
• Your order number
• A clear description of the problem
• Photographs of the complete item
• Close-up photographs showing the issue
• Photographs of the outer and inner packaging if the item was damaged in transit
Please keep the item and its packaging until we confirm that they are no longer needed.
After reviewing the claim, we will offer an appropriate solution. This may include:
• A free replacement
• A refund to the original payment method
• Another solution required by applicable consumer law
You will not be charged return shipping for an accepted claim involving a damaged, defective, incorrect, or legally non-conforming item.
Normal variations in colour, brightness, contrast, or texture caused by screen settings, device displays, printing methods, lighting conditions, or the natural texture of canvas are not considered defects, unless the product is materially different from what was advertised.
3. Orders lost in transit
Contact us if your order has not arrived and the estimated delivery window has passed.
Claims for packages believed to be lost in transit must be submitted within 30 days of the estimated delivery date.
Before submitting a claim, please:
• Confirm that the shipping address on the order is correct
• Check the tracking information
• Check with household members, building staff, or neighbours
• Contact the local carrier or postal service when appropriate
If the carrier confirms that the order is lost, or if the tracking information indicates that the parcel is not moving for an unreasonable period, we will investigate and offer an appropriate solution, which may include a replacement or refund.
If tracking shows that the package was delivered, we may require you to contact the carrier and complete a non-delivery investigation before we can offer a replacement or refund.
4. Shipping delays
Production and delivery times are estimates unless expressly stated otherwise.
If we become aware that your order cannot be shipped within the timeframe stated at checkout or in our Shipping Policy, we may contact you with updated information.
Where required by applicable law, you may have the option to accept the delay or cancel the order for a refund if the order has not yet shipped.
Delays caused by carriers, customs, weather events, incorrect addresses, failed delivery attempts, peak-season congestion, or events outside our reasonable control may affect delivery times.
5. Cancellations and order changes
Contact us as soon as possible if you need to cancel or change an order.
Because each artwork is printed after the order is placed, orders may enter production shortly after payment. Cancellation or modification is not guaranteed.
If production has not started, we will try to cancel or amend the order.
Once production has begun, we may no longer be able to change or cancel it, except where required by applicable consumer law.
Please carefully review the artwork, quantity, shipping address, billing details, and contact information before completing checkout.
6. Returns for customers outside the European Union
Unless mandatory consumer law provides otherwise, we do not accept returns or exchanges solely because:
• You changed your mind
• The artwork no longer suits your décor
• You selected the wrong product
• You ordered the wrong quantity
• You provided an incorrect or incomplete delivery address
• You no longer want the order
This is because each piece is produced specifically after the order is placed.
This restriction does not apply to damaged, defective, incorrect, or legally non-conforming products.
7. European Union right of withdrawal
If you are a consumer residing in the European Union, you generally have the right to withdraw from an eligible online purchase within 14 calendar days without giving any reason.
The withdrawal period begins on the day you, or a third party appointed by you other than the carrier, receive the goods.
If one order is delivered in separate shipments, the withdrawal period begins when the final item in the order is received.
To exercise this right, you must inform us before the 14-day period expires.
You may do so by:
• Emailing contact@thecelestialhours.com
• Using any electronic withdrawal, return, or cancellation function made available on our website for your region
Your statement must clearly indicate that you wish to withdraw from the purchase.
Please include:
• Your full name
• Order number
• Email address used for the order
• Products you wish to return
• Date on which the products were received
You may use the model withdrawal form included at the end of this policy, but you are not required to use that exact form.
8. Important note about made-to-order and personalised products
Our standard catalogue artworks are printed after purchase, but they are not personalised unless expressly stated on the product page.
If we ever offer products made to your specific instructions, personalised with your name, photograph, custom text, custom date, custom chart, or another individual specification, different withdrawal rules may apply.
This policy does not limit any withdrawal right, legal guarantee, or consumer protection that cannot lawfully be excluded.
9. Return instructions for EU withdrawal returns
After receiving your withdrawal request, we will provide return instructions and the return address.
Do not return any item to the production facility, carrier, or any address shown on the parcel unless we have instructed you in writing to do so.
Returned items must be sent back within 14 calendar days after you notify us of your withdrawal.
You are responsible for ensuring that the returned item is properly packed and protected for transport.
10. Condition of EU withdrawal returns
You may inspect the product as you would reasonably do in a physical shop.
You may be responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.
Returned products should be sent back:
• In their original condition
• With all included parts and hanging accessories
• Properly protected for transport
• Preferably in their original packaging
We may reduce the refund if the returned item is damaged, used beyond reasonable inspection, missing parts, or returned in a condition that reduces its value.
11. Costs and refunds for EU withdrawal returns
Unless the item is damaged, defective, incorrect, or legally non-conforming, the customer is responsible for the direct cost of returning the product.
We recommend using a tracked and insured shipping service.
We cannot issue a refund for a withdrawal return that is lost or seriously damaged during return transport before reaching the designated return address, unless applicable law requires otherwise.
Where the right of withdrawal applies, we will refund:
• The product price
• The original standard delivery cost
If you chose a more expensive delivery option than our standard delivery method, the additional delivery cost will not be refunded.
We may withhold the refund until we receive the returned goods or until you provide evidence that they have been sent back, whichever occurs first.
12. Refund processing
Approved refunds are issued to the original payment method.
We process approved refunds without undue delay and, where required by applicable law, within the legally required period.
Your bank, card issuer, PayPal, Shopify Payments, or other payment provider may require additional business days before the funds appear in your account.
Original payment-processing times are outside our control.
13. Exchanges
We do not operate a direct exchange system for change-of-mind returns.
Where a return is accepted, we may issue a refund and ask you to place a new order for the replacement artwork.
Defective, damaged, incorrect, or legally non-conforming items may instead be replaced without requiring a new purchase.
14. Incorrect or incomplete address
The customer is responsible for providing a complete and accurate shipping address.
If an order cannot be delivered because the address entered at checkout was incorrect, incomplete, inaccessible, or refused by the recipient, the customer may be responsible for the cost of producing and shipping a replacement, unless applicable law provides otherwise.
Contact us immediately if you notice an address error.
We will try to correct it before production or dispatch, but changes cannot be guaranteed.
15. Failed delivery or unclaimed parcels
If a parcel is returned to sender, refused, or left unclaimed, contact us as soon as possible.
Depending on the circumstances, we may offer reshipment, replacement, refund, or another solution.
Additional production, return, or reshipping costs may apply if the failed delivery was caused by an incorrect address, refusal, failure to collect, or circumstances within the customer’s control, unless applicable law provides otherwise.
16. Gifts
If an item was marked as a gift or sent directly to a recipient, refunds will normally be issued to the original payment method used by the purchaser.
We may not be able to issue a refund directly to the gift recipient unless required by law or agreed by the original purchaser.
17. Chargebacks and unresolved issues
Please contact us before opening a chargeback or payment dispute.
Most delivery, damage, defect, or order issues can be resolved faster if you contact us directly with your order number and photographs where relevant.
This does not limit any legal right you may have to contact your payment provider.
18. Statutory consumer rights
Nothing in this policy limits any legal guarantee, right of conformity, withdrawal right, refund right, replacement right, or other consumer protection that cannot lawfully be excluded.
If a product is faulty, damaged, incorrect, or not as described, you may have legal rights in addition to this policy.
19. Model withdrawal form for EU consumers
You may use this form if you are an EU consumer and wish to withdraw from an eligible purchase, but you are not required to use this exact format.
To:
The Celestial Hours
Operated by Arturo González García
Cáceres, Spain
Email: contact@thecelestialhours.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Customer email:
Products to be returned:
Date:
20. Contact
The Celestial Hours
Operated by Arturo González García
NIF: 47708579R
Cáceres, Spain
Email: contact@thecelestialhours.com
Website: thecelestialhours.com