Refund & Return Policy

At Celtara, your satisfaction matters to us. If you experience an issue with your order, subscription, or product, our Customer Support Team is here to help.

Please contact us at support@tryceltara.com before initiating a payment dispute with your bank. We're committed to reviewing your concerns and finding an appropriate solution whenever possible.

30-Day Money-Back Guarantee

We offer a 30-Day Money-Back Guarantee on your first purchase of each product type, so you can try Celtara with confidence.

To qualify for the guarantee:

  • Your refund request must be submitted within 30 days of your first order confirmation for the relevant product type.

  • You must provide your order number or other proof of purchase.

  • If your first order includes multiple units of the same product type, including different flavors, you may open one unit for evaluation. Any additional units must remain unopened.

  • The guarantee applies to your first purchase of each product type only. Once you place a second order for the same product type, the initial purchase is considered accepted and is no longer eligible under this guarantee.

To request a refund under the guarantee, email support@tryceltara.com with your order number and a brief explanation of your request. Our team will review your case and provide the next steps.

Subscription Orders

Celtara subscriptions renew automatically according to the billing frequency selected at checkout.

Managing or canceling your subscription

You can manage or cancel your subscription at any time through your Customer Portal. Please make sure to cancel before your next renewal order is generated to avoid being charged for another shipment.

Our Customer Support Team cannot cancel subscriptions on your behalf. If you need assistance accessing your Customer Portal, please contact us at support@tryceltara.com.

Subscription renewal orders

Once a renewal order has been charged, it generally cannot be canceled or refunded simply because you no longer want the product. Exceptions may be considered in specific circumstances, including eligible first-order guarantee requests, health-related concerns, or other exceptional cases.

If you believe an exception applies, please contact our team as soon as possible. Each request will be reviewed individually.

Canceling a subscription does not automatically cancel an order that has already been placed.

Damaged, Defective, or Incorrect Orders

Please inspect your order as soon as it arrives.

If your product is damaged, defective, or incorrect, contact us within 48 hours of delivery at support@tryceltara.com.

Please include:

  • Your order number.

  • A brief description of the issue.

  • Clear photos or videos showing the product, packaging, shipping label, and any visible damage, where applicable.

If a product arrives damaged, unsealed, or appears to have been tampered with, please do not consume it.

After reviewing the information, our team will determine the appropriate resolution, which may include a replacement, partial refund, or full refund, depending on the circumstances.

Missing Items and Delivery Issues

If your order is missing an item or you receive an incorrect product, please contact us within 48 hours of delivery with your order number and supporting photos, where applicable.

We will investigate the issue and work with you to determine the appropriate resolution.

Lost or Delayed Shipments

We understand how frustrating it can be to wait for an order.

If your package is still in transit, it is not automatically considered lost. For shipments experiencing delays, we may ask you to allow additional time for delivery while the carrier completes its investigation.

If your package is confirmed lost by the shipping carrier, we will work with you to resolve the issue. Depending on the circumstances, available resolutions may include a replacement shipment or a refund.

If tracking shows that your package has been delivered but you have not received it, please contact us so we can investigate.

Returns and Return Shipping

Because our products are consumable supplements, we handle returns on a case-by-case basis.

If a return is required, our Customer Support Team will provide instructions before you send anything back. Please do not return a product without contacting us first.

When a return shipping label is required, the shipping cost may be deducted from your refund unless the return is due to our error, a defective product, or otherwise required by applicable law.

If a return is not required, our team will let you know.

Order Cancellations

We begin processing orders promptly so that we can get your products to you as quickly as possible. For this reason, we generally cannot cancel an order once payment has been completed.

Exceptions may be considered when payment is still pending or in other specific circumstances, including eligible guarantee requests and certain health-related concerns. Please contact us as soon as possible if you believe your order qualifies for an exception.

Once an order has entered fulfillment or has been handed over to the shipping carrier, cancellation may no longer be possible.

Refusing delivery does not automatically qualify an order for a refund. Please contact our Customer Support Team for guidance if you no longer wish to receive a shipment.


How to Request a Refund

To submit a refund request, email support@tryceltara.com and include:

  • Your order number.

  • The reason for your request.

  • Photos or videos, if relevant.

  • Any other information that may help us review your case.

For security and accurate recordkeeping, refund requests must be submitted by email. We do not process refund requests through social media messages, phone calls, or voice messages.

Our Customer Support Team aims to respond to refund and cancellation inquiries within one business day.

Refund Processing

Once your request has been reviewed and approved, we will initiate the refund to your original payment method unless otherwise required by applicable law.

The time it takes for the refund to appear in your account depends on your bank, card issuer, or payment provider.

If you have not received your refund after the processing period communicated by our team, please contact us at support@tryceltara.com.

Questions?

We're here to help. If you have questions about refunds, returns, delivery issues, or your subscription, contact us at:

Email: support@tryceltara.com

Thank you for choosing Celtara.