Returns & Exchanges

At CelestiBridge, we take pride in the quality and craftsmanship of our personalized companions. Each device is a unique bridge to a specific memory, and our policies reflect this commitment to individualized care.

1. Cancellation Policy

If you need to cancel your order, please notify us within 12 hours of purchase. Once the production process has begun, we regret to inform you that the order cannot be canceled.

2. The "One Client, One Customization" Standard

Because CelestiBridge products involve deep personalization, we operate on a "One Client, One Customization" basis. Each device is uniquely configured to your specific requirements, making the personalized components non-transferable and non-reusable.

 

Therefore, we do not support returns or exchanges for personal reasons for the following custom products:

AI Characters 

Uploaded Photos

Custom Names

 

Once the production and configuration of these elements are complete, the order is considered final.

3. 30-Day Full Coverage (Merchant Reasons)

We stand behind our craftsmanship. If you experience any of the following issues within 30 days of receiving your order, we will provide a brand-new replacement at no additional cost:

Customization Errors: The AI character, photo, or name does not match the information you provided.

Defective Items: The device is damaged upon arrival or has a manufacturing defect.

Blurred Quality: The photo printing or engraving is blurred/unreadable.

Please contact help@celestibridge.com with a clear photo or video of the issue to initiate a replacement.

4. Returns for Non-Custom Items

For any non-personalized hardware components (if applicable), items must be returned in their original, unused condition with all packaging intact. Return shipping fees for personal reasons (change of mind) are the responsibility of the buyer.

Return & Exchange Procedure

To ensure your request is processed efficiently, please follow the steps below:

Step 1: Contact Our Team To initiate a return or exchange, please email us at help@celestibridge.com. In your email, please include:

 

Order Number (e.g., #CB1234)

Product Name

Proof of Issue: A clear photo or video demonstrating the damage or defect (if applicable).

 

Step 2: Confirmation & Shipping Once our Client Care team confirms your request, you will receive instructions on where to send the package.

Please include the Order Number and Product Name inside the return parcel.

A tracking number for the returning parcel is mandatory. We cannot process refunds or exchanges for parcels that cannot be tracked.

 

Step 3: Inspection & Resolution We will process your refund or exchange within 5-7 business days after we receive and inspect your returned parcel.

Full Refund Conditions

If you are requesting a refund for eligible (non-customized or defective) items, please note the following:

 

Physical Return Required: To be eligible for a refund, the physical item must be returned to our facility in its original condition.

 

Shipping Responsibility: Return shipping costs are the responsibility of the buyer.

 

Restocking Fee: An $8 USD restocking fee will be deducted from the final refund amount. This fee covers the labor and administrative costs of inspecting and processing returned hardware.

 

Customization Non-Refundable: As stated in our "One Client, One Customization" policy, the costs associated with AI character configuration and personalized content remain non-refundable.

Supporting Your Journey

Whether you need technical help or guidance, we are here to assist. We respond to all inquiries within 24 hours. Reach us anytime at help@celestibridge.com

Thanks for contacting us. We'll get back to you as soon as possible.
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