Refund policy
RETURN & REFUND POLICY
Operator: Star Thing LLC d/b/a Kremage · kremage.com
Effective: October 12, 2026 · Version 4.2
1. Summary
United States: most eligible items may be returned within 30 days of delivery under the domestic terms below.
Canada: treated as an international destination; orders are final sale except rights local law gives you (see section 4).
All other international destinations: Kremage offers no voluntary change-of-mind returns or exchanges. Orders are final sale except where mandatory consumer law gives a non-waivable cancellation, withdrawal, refund, repair, replacement, price-reduction, or other remedy.
International exchanges: no voluntary exchange program.
Defective, damaged, wrong, unsafe, or legally non-conforming goods: mandatory rights remain unaffected.
If a summary conflicts with a detailed section, the detailed section controls, subject always to non-waivable law.
2. Processing and Delivery Timing
Kremage sells products from multiple Partner Brands, including made-to-order, custom, specialty, limited-production, and Partner Brand-fulfilled goods. Processing and delivery times therefore vary by product, Partner Brand, production schedule, destination, carrier, customs requirements, and other fulfillment conditions.
Order processing may take up to 15 calendar days before shipment. Made-to-order items take longer: each one’s production time is shown on its product page (for example, about 5–8 weeks for made-to-order rugs), and that time applies instead. Some orders may process and ship sooner.
United States orders: products may ship as early as approximately 7 days after purchase, but total fulfillment and delivery may take up to 30 days or longer in uncommon circumstances. Longer timelines may occur because of made-to-order production, supplier delays, carrier disruptions, weather, inventory reconciliation, holidays, address verification, payment verification, fraud review, or other circumstances outside Kremage's reasonable control.
International orders: international fulfillment and delivery times vary significantly by destination. International orders may exceed 45 days from purchase to delivery, particularly where products are made to order, require cross-border processing, are fulfilled by multiple Partner Brands, or are delayed by customs, duties processing, local carriers, governmental inspections, weather, holidays, or destination-specific requirements.
Any processing window, delivery estimate, transit estimate, arrival date, or similar timeframe shown on a product page, at checkout, in an order confirmation, or through a carrier is an estimate unless Kremage expressly states that the date is guaranteed.
Kremage is not responsible for delays caused by Partner Brand production schedules, carrier delays, customs clearance, governmental inspections, weather events, force majeure, incomplete or incorrect customer information, address verification, payment verification, fraud review, or other events outside Kremage's reasonable control, except to the extent applicable law requires otherwise.
A delay that remains within a disclosed processing or delivery estimate does not, by itself, create a voluntary cancellation, refund, or chargeback entitlement beyond any rights required by applicable law.
Where applicable law grants a customer a mandatory right relating to delayed performance or non-delivery, that right remains unaffected.
3. United States Returns
For orders delivered to a United States address, most eligible items may be returned within 30 days of delivery for a refund to the original payment method. Refunds only; no exchanges or store credit unless Kremage expressly agrees otherwise.
Condition: apparel must be unworn, unwashed, and have original tags attached. Other merchandise must be unused, uninstalled where applicable, in original packaging, with all parts, accessories, manuals, and protective materials. Bundles must be returned complete.
Holiday extension: eligible US items delivered November 1 through December 24 may be returned through January 31 or within the normal 30-day period, whichever is later.
First domestic return label: where offered, one prepaid change-of-mind return label may be provided once per customer. It does not apply to items priced at $1,000 or more, freight/oversized items, final-sale items, or separate packages from additional Partner Brands. Kremage-paid labels for verified merchant error or covered defect are separate from this courtesy benefit.
4. Orders Outside the United States: Final Sale Except Mandatory Law
For orders delivered outside the United States, Kremage does not offer voluntary change-of-mind returns or exchanges. Such orders are final sale except to the extent mandatory law applicable to the transaction grants a non-waivable right.
Where a statutory cancellation or withdrawal right applies, Kremage honors it for the legally required period and does not add a courtesy extension. Where lawful and properly disclosed, the customer bears tracked return shipping, packaging, insurance, customs, brokerage, and related return costs for a change-of-mind statutory withdrawal.
Premium, express, expedited, and other upgraded outbound shipping charges are non-refundable to the fullest extent permitted by law. Where law requires reimbursement of outbound delivery charges, reimbursement is limited to the least expensive standard delivery method offered for the order unless the law requires more.
Where permitted, Kremage may withhold reimbursement until the goods are received back or acceptable evidence of dispatch is supplied, according to the applicable statutory rule.
Where permitted, Kremage may reduce a refund for documented loss in value caused by use or handling beyond what was reasonably necessary to inspect the nature, characteristics, and functioning of the goods.
5. Country-Specific Mandatory Rights
European Union destinations, including Ireland, France, Germany, Denmark, the Netherlands, and Sweden:eligible distance purchases generally carry a 14-day withdrawal right after delivery. Where disclosed as required, the customer bears return costs. Kremage reimburses required standard outbound delivery charges but not the extra cost of a premium delivery method. Diminished-value deductions and statutory exclusions, including for qualifying goods made to the customer's specifications or clearly personalized, apply where lawful.
United Kingdom: eligible distance purchases generally allow cancellation notice within 14 days after delivery followed by the statutory period to send goods back. Buyer-paid return shipping where properly disclosed, reimbursement limited to standard outbound delivery, deductions for handling beyond reasonable inspection, and statutory exclusions apply to the extent permitted by UK law.
Australia: Kremage offers no voluntary change-of-mind return for Australian orders. Nothing in this policy excludes non-waivable Australian consumer guarantees or remedies.
New Zealand: Kremage offers no voluntary change-of-mind return for New Zealand orders. Mandatory consumer guarantees remain unaffected.
Japan: Kremage offers no voluntary change-of-mind return for Japanese orders and treats this policy as its disclosed special return term for mail-order sales. Mandatory rights for defective, misdescribed, or otherwise non-conforming goods remain unaffected.
South Korea: Kremage honors non-waivable ecommerce cancellation rights where applicable, including the generally applicable statutory period for eligible transactions. Lawful limitations and exclusions may apply to customer-damaged goods, substantial loss of value through use, and qualifying individually produced goods where required advance disclosure and consent have been obtained.
6. Return Authorization and Routing
Email afterglow@kremage.com with the order number and request. For a statutory cancellation or withdrawal, a clear timely statement exercising the right is sufficient; Kremage's RMA process is administrative and does not invalidate a legally effective notice.
Kremage will provide the correct return facility and routing instructions. Do not ship returns to our corporate correspondence address. Items fulfilled by different Partner Brands may need to be returned separately. Use tracked shipping and retain the receipt and tracking record until the matter is complete. Untracked returns travel at the customer's risk to the fullest extent permitted by law.
7. Return Integrity, Inspection, and Anti-Abuse Controls
Every return may be verified against the applicable order, SKU or variant, fulfillment record, product identifiers, serial numbers, warehouse records, package weights, pack-out records, photographs where available, carrier records, and prior customer communications. A carrier scan proves delivery of a package; it does not by itself prove that the package contained the authorized merchandise.
The returned item must be the same item Kremage sold on the applicable order. For serialized merchandise, the serial number or other unique identifier must match the unit shipped unless Kremage has documented a replacement or other exception.
Empty-box returns, substituted merchandise, counterfeit merchandise, altered or mismatched serial numbers, materially different goods, or goods not sold on the applicable order are not valid returns and will not be refunded. Suspected fraudulent returns or claims may be documented and reported to payment processors, card networks, issuers, carriers, insurers, or law enforcement where appropriate and permitted by law.
Where lawful, merchandise that has been worn, washed, installed, consumed, altered, damaged after delivery, stripped of parts or tags, or handled beyond reasonable inspection may be refused or refunded at a reduced amount reflecting documented diminished value.
8. Final-Sale and Non-Returnable Categories
To the fullest extent permitted by law, the following are final sale or non-returnable once the relevant legal condition is met: consumables including food, beverages and supplements; beauty, skincare and bath products where health/hygiene restrictions lawfully apply; intimates, hosiery and similar hygiene-sensitive goods where applicable; candles, incense and scent products; pierced jewelry; in-ear products; pacifiers and teethers; toothbrushes and menstrual cups; water-filter cartridges; gift cards; items expressly marked FINAL SALE; made-to-order goods identified as made to order on the product page (for example, rugs, poufs, ottomans and furniture produced after your order); and qualifying personalized, monogrammed, engraved, made-to-measure, commissioned, or made-to-specification goods.
Made-to-order goods. A product the product page identifies as made to order is produced for your order after you buy it. For orders delivered in the United States, made-to-order goods are final sale: they cannot be returned for change of mind and cannot be cancelled once production begins. Where the law of your country does not treat a standard catalog product as customized merely because production begins after ordering (for example, EU and UK distance-selling rules), any non-waivable withdrawal or cancellation right still applies. Final-sale status never removes a remedy for defective, damaged, incorrect, or non-conforming goods.
Final-sale status never removes a non-waivable remedy for defective, unsafe, incorrect, damaged, or legally non-conforming goods.
9. High-Value, Oversized, and Freight Items
For voluntary US returns of eligible standard catalog items priced at $1,000 or more, the item must be unused and uninstalled and returned with original packaging, components, protective materials, and any serial-number labels intact. Return shipping and insurance are the customer's responsibility unless a mandatory remedy requires otherwise.
Where international law permits the customer to bear the cost of returning an item that cannot normally be returned by post, the customer is responsible for that cost if Kremage made the legally required advance disclosure. Return freight for furniture, rugs, poufs, ottomans, large textiles, and other oversized goods can be substantial.
10. Damaged, Defective, Wrong, Missing, or Non-Conforming Goods
If merchandise arrives damaged, is not what was ordered, is missing parts, or appears defective, contact afterglow@kremage.com promptly with the order number and reasonable supporting information, such as photos or video of the item, packaging, shipping label, and issue. For US shipping damage, wrong-item, and missing-item claims, please report within 7 days where reasonably possible. International customers retain any longer mandatory notification or remedy period that cannot be waived.
Kremage may reasonably verify claims against fulfillment records, carrier records, package weights, serial numbers, pack-out records, photos where available, and the customer's communications. Where a repair, replacement, refund, price reduction, or other remedy is due, Kremage will provide the remedy and bear costs to the extent required by law.
11. Refund Timing and Fraud Verification
Refunds are issued to the original payment method unless applicable law requires another method. US voluntary returns are normally processed within 10 business days after the designated facility receives the return. International statutory refunds are processed within the timeframe required by applicable law.
Except where law requires otherwise, Kremage may complete reasonable return-integrity, identity, transaction, or fraud verification before releasing a refund. Verification may include confirming the returned unit, serial number, delivery record, transaction details, return tracking, and customer communications. This clause does not permit Kremage to delay a refund beyond a mandatory statutory deadline.
Currency conversion, foreign-transaction fees, and exchange-rate movements imposed by a bank, wallet, or payment network are outside Kremage's control unless applicable law requires otherwise.
12. Refused, Unclaimed, Undeliverable, and Customs-Related Shipments
Customers are responsible for providing a complete and accurate address and, where legally permitted, completing reasonable import or customs steps needed to receive the shipment. To the fullest extent permitted by law, refusing delivery, failing to claim a package, or failing to complete required import formalities does not itself create a voluntary right to a refund.
If law requires a refund after a package is returned, Kremage may deduct actual non-refundable outbound shipping, return-to-sender shipping, carrier, brokerage, customs, and other direct costs to the extent permitted by law.
13. Fair Use and Abuse Prevention
Kremage may apply additional review, signature delivery, identity or address verification, future-order restrictions, or refusal of future transactions where order-specific evidence reasonably indicates abuse or elevated risk. Examples include serial returns, wardrobing, repeated unverifiable damage or non-delivery claims, empty-box returns, return substitution, counterfeit returns, materially inconsistent claim information, promotion or discount abuse, account takeover indicators, or repeated attempts at duplicate recovery.
Legitimate exercise of a return, statutory consumer right, or payment-dispute right is not treated as abuse merely because the customer exercises that right.
14. Payment Disputes and Chargebacks
Customers are encouraged to contact Kremage promptly about an order concern so we can investigate and resolve legitimate issues. This request does not waive or restrict any right under a cardholder agreement or applicable law.
If a payment dispute is initiated, Kremage may provide relevant evidence to Shopify Payments, Stripe or other payment processors, digital-wallet providers, card networks, issuing banks, acquirers, or other authorized dispute participants. Evidence may include transaction and authorization records; AVS, CVV, 3-D Secure or other authentication results where available; wallet or tokenized-payment indicators; billing and shipping details; IP, device, and risk signals available through our commerce platform; the applicable product-page description and images; the exact policy version and checkout disclosures in effect when the order was placed; recorded acknowledgments; order and customer history; fulfillment, package-weight, pack-out, serial-number, tracking, delivery and signature evidence; customer communications; refund records; return tracking; and inspection evidence.
Knowingly submitting materially false information, falsely claiming non-receipt after documented receipt, submitting a fabricated damage or non-conformity claim, returning substituted merchandise, or seeking recovery of the same amount through both a completed merchant refund and a payment dispute may result in cancellation of pending orders, refusal of future transactions, preservation of relevant evidence, and reporting to payment providers, carriers, insurers, or law enforcement where appropriate and lawful.
Kremage does not impose a penalty merely because a customer files a legitimate payment dispute, and nothing in this policy purports to waive card-network or statutory dispute rights.
15. Policy Evidence and Versioning
Kremage may retain a record of the policy and product information presented at the time of purchase, including version/date, checkout acknowledgments, transaction details, product descriptions and images, fulfillment and delivery records, and subsequent communications, for contract administration, fraud prevention, accounting, legal compliance, and dispute defense as described in our Privacy Policy.
16. Mandatory Rights and Severability
Nothing in this policy excludes, restricts, or modifies a consumer right or remedy that cannot legally be waived. If a term conflicts with mandatory law applicable to an order, the mandatory law controls only to the extent of the conflict and the remaining terms continue to apply. The policy version in effect when the order was placed governs that order, subject to mandatory law.
17. Contact
Star Thing LLC d/b/a Kremage
afterglow@kremage.com
(718) 501-9424
Monday–Friday, 11:00 AM–8:00 PM Eastern Time
Mailing address for correspondence only: 447 Broadway, New York, NY 10013, United States.
DO NOT SHIP RETURNS TO THIS ADDRESS. Return instructions provide the correct facility.