Refund policy
REFUND & RETURNS POLICY
Last updated: July 28, 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.
30-Day Quality Promise — for damage, defects, or incorrect items reported within 30 days of delivery.
The 30-Day Quality Promise is the commercial name for the claim process described in Section 2. It is not a 30-day return or exchange policy for change of mind, and it does not limit any mandatory consumer right or statutory guarantee that may apply for a longer period.
Please read this policy carefully before placing an order.
1. CONTACT
For any return, refund, replacement, cancellation, withdrawal, conformity, or delivery issue, contact us at:
The Celestial Hours
Operated by Arturo González García
Calle Antonio Floriano Cumbreño 8
10005 Cáceres, Spain
Please include your order number whenever possible.
2. 30-DAY QUALITY PROMISE — DAMAGE, DEFECTS, OR INCORRECT ITEMS
For damage, defects, or incorrect items reported within 30 days of delivery.
The 30-Day Quality Promise applies if your order arrives:
- Damaged during delivery
- Defective
- Incorrectly printed
- Incomplete or missing an item
- Different from the product ordered
- Materially different from its description
- Otherwise legally non-conforming
Contact us as soon as possible and within 30 days of delivery at:
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 during delivery
- A photograph of the shipping label where possible
Please keep the item and its packaging until we confirm that they are no longer needed.
After reviewing the claim, we may offer an appropriate solution. Depending on the circumstances, this may include:
- A free replacement
- A refund to the original payment method
- Another appropriate solution
- A remedy 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.
The 30-day reporting period helps us obtain photographs, retain packaging evidence, and investigate production, printing, fulfilment, and delivery issues with Gelato, the production facility, or the carrier.
The 30-Day Quality Promise is not a 30-day change-of-mind return policy. It does not replace, reduce, or shorten any statutory guarantee, conformity right, refund right, replacement right, or other mandatory consumer protection that may apply for longer than 30 days.
If an issue is reported after the 30-Day Quality Promise period, we will assess whether a statutory right or another mandatory legal protection continues to apply.
Normal variations in colour, brightness, contrast, texture, or small production tolerances caused by screen settings, device displays, printing methods, lighting conditions, the natural texture of canvas, or the gallery-wrap production process are not considered defects unless the product is materially different from what was advertised or ordered.
3. LEGAL GUARANTEE OF CONFORMITY FOR EU CONSUMERS
If you are a consumer residing in the European Union, you benefit from mandatory statutory conformity rights that apply in addition to, and independently of, the 30-Day Quality Promise.
Where Spanish conformity rules apply to the sale of goods, we are responsible for a lack of conformity that becomes apparent within three years after delivery.
If a lack of conformity appears within the first two years after delivery, it is presumed to have existed at the time of delivery unless that presumption is incompatible with the nature of the product or the nature of the lack of conformity.
Depending on the circumstances and applicable law, you may be entitled to have the product brought into conformity through repair or replacement, or to receive a proportionate price reduction or terminate the contract. Mandatory conformity remedies are provided without charge to the consumer.
Under Spanish law, the action to claim conformity is subject to a limitation period of five years from the moment the lack of conformity becomes apparent.
If you reside in another European Union country, you also retain any mandatory conformity protections available under the law of your country of residence. Nothing in this policy reduces those protections.
The statutory guarantee is separate from the 30-Day Quality Promise. The 30-day period provides a straightforward process for promptly reporting damage, defects, incorrect items, missing items, printing errors, and similar issues. It does not replace or shorten the statutory guarantee or any longer mandatory period provided by applicable law.
4. UNITED STATES AND NON-EU CUSTOMERS: NO CHANGE-OF-MIND RETURNS
The 30-Day Quality Promise does not create a 30-day right to return or exchange an item because you changed your mind.
For customers in the United States and outside the European Union, we do not generally accept returns or exchanges for change of mind unless required by applicable law.
Because each artwork is printed and prepared after the order is placed, 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 no longer want the order
- You expected a different size despite the product dimensions being stated
- You prefer a different artwork after receiving the item
This restriction does not apply to products covered by the 30-Day Quality Promise, including products that arrive damaged, defective, incorrectly printed, incomplete, incorrect, materially different from what was ordered, or otherwise legally non-conforming.
It also does not limit any return, refund, replacement, cancellation, conformity, or other consumer right required by applicable law.
If you are unsure about a product before ordering, please review the product title, description, size, photographs, mockups, specifications, and shipping address carefully before completing checkout.
5. 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, reception, or neighbours
- Check safe places, parcel lockers, pickup points, or mail rooms where applicable
- 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.
6. ORDERS MARKED AS DELIVERED
If tracking shows that a parcel was delivered but you cannot locate it, please:
- Check the delivery location and any safe place
- Ask other members of the household
- Ask neighbours, building staff, reception, or mail-room staff
- Review any carrier delivery photograph, GPS information, or delivery notice
- Check local pickup points or parcel lockers if applicable
- Contact the carrier
We may require a carrier investigation, written confirmation from the carrier, a non-delivery statement, or other reasonable evidence before considering a replacement or refund.
If the parcel was delivered to the address provided at checkout, replacement or refund may not be available unless required by applicable law.
7. SHIPPING DELAYS
Production and delivery times are estimates unless expressly stated otherwise.
If we cannot ship an order within the timeframe stated at checkout, in our Shipping Policy, or otherwise promised, we will provide a delay notice where required by applicable law.
The notice may offer you the choice of consenting to a revised shipping date or cancelling the unshipped order or portion. If you cancel the affected unshipped order or portion, we will issue the applicable refund.
If legally required consent to the delay is not obtained, we may cancel and refund the affected unshipped order or portion.
Delays after dispatch may be caused by carriers, customs, weather events, incorrect addresses, failed delivery attempts, peak-season congestion, remote-area delivery, public holidays, or events outside our reasonable control.
A parcel is not considered lost merely because it has not arrived by the estimated delivery date.
8. 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.
9. 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, unsupported, 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 once processing has begun.
10. FAILED DELIVERY, REFUSED PARCELS, OR UNCLAIMED PARCELS
If a parcel is returned to sender, refused, left unclaimed, or cannot be delivered, 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, failure to pay required customs charges, use of an unsupported address, or circumstances within the customer’s control, unless applicable law provides otherwise.
Made-to-order products may not be returned to us by the carrier in a reusable or resaleable condition.
11. 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.
12. 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, coordinates, birth details, 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.
13. 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.
14. 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.
15. 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 shipping service and retaining the proof of dispatch.
Where the right of withdrawal applies, we will refund:
- The product price
- The original standard delivery cost
If you selected a delivery option more expensive than our standard delivery method, the additional delivery cost will not be refunded.
We will issue the refund without undue delay and, in any event, within 14 calendar days from the day on which you inform us of your decision to withdraw.
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. Once adequate proof of dispatch is provided, the fact that the parcel remains in transit does not by itself allow us to deny the refund.
We may reduce the refund to reflect any diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.
16. REFUND PROCESSING
Approved refunds are issued to the original payment method unless you expressly agree otherwise and no additional cost is imposed on you.
For an eligible European Union withdrawal, the 14-calendar-day period described in Section 15 applies.
For other approved refunds, we process the refund without undue delay and within any period required by applicable law.
Your bank, card issuer, PayPal, Shopify Payments, or other payment provider may require additional business days before the funds appear in your account. Those external processing times are outside our control.
17. 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.
18. 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.
19. 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.
20. STATUTORY CONSUMER RIGHTS
Nothing in this policy limits any legal guarantee, right of conformity, withdrawal right, refund right, replacement right, delivery right, cancellation right, or other consumer protection that cannot lawfully be excluded.
If a product is faulty, damaged, incorrect, not as described, or not delivered, you may have legal rights in addition to this policy.
The operational reporting periods in this policy do not replace or shorten any longer mandatory period provided by applicable law.
21. 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
Calle Antonio Floriano Cumbreño 8
10005 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:
Customer signature (only if this form is submitted on paper):
22. CONTACT
Arturo González García
Trading as The Celestial Hours
NIF: 47708579R
Calle Antonio Floriano Cumbreño 8
10005 Cáceres, Spain
Email:
contact@thecelestialhours.com
Website:
thecelestialhours.com