Star Thing LLC · Kremage · Legal
Published policies for KREMAGE. These are the terms and commitments that govern your use of this store. Short where it can be, specific where it must be.
Refund policy
RETURN & REFUND POLICY
The Short Version
- 30 days from delivery to return most items, for a refund to your original payment method. Refunds only — no exchanges, no store credit.
- Email first. Every return needs a return authorization (RMA) from afterglow@kremage.com before you ship anything.
- Your first return ships free (one prepaid label, once per customer). After that, you pay return shipping — unless we got it wrong.
- If we got it wrong — damaged, defective, wrong, or missing — we fix it free, on every product, no exceptions.
- Final sale means final. Hygiene, consumable, and personal-care items can't be returned. It's marked before you buy.
- Custom orders are yours. Pieces made to your specifications can't be returned, refunded, or cancelled once production begins — at any price.
- No restocking fees. Ever, on anything.
- US shipping only. We ship within the United States — all 50 states, DC, US territories, and APO/FPO/DPO military addresses. We do not ship to destinations outside the United States.
- Refunds post within 10 business days of your return arriving at the warehouse.
The sections below are the full terms. If anything here seems to conflict with the short version, the sections govern.
1. Returns
You may return most items within 30 days of the delivery date for a refund to your original payment method. We issue refunds only — no exchanges, no store credit. To get a different size or color, return the original and place a new order.
Condition. Apparel: unworn, unwashed, original tags attached. Everything else: unused, in original packaging, with all parts, accessories, and manuals. Bundles must come back complete.
Multi-brand orders. Each item ships directly from its brand's US warehouse, so orders may arrive as separate packages. The 30-day window runs per package, from that package's delivery date.
Holiday extension. Items delivered November 1 – December 24 may be returned through January 31, or within the standard 30 days, whichever is later. All other terms still apply.
US deliveries. We ship within the United States only, and this policy covers deliveries to US addresses — all 50 states, DC, US territories, and APO/FPO/DPO military addresses. See Section 9.
2. How to Return
- Email afterglow@kremage.com with your order number. We issue a return authorization (RMA) with the correct return address within 1 business day. Returns without an RMA cannot be inspected or refunded.
- Ship within 14 days of the RMA, only to the address on it. Each brand has its own warehouse; items from different brands return separately. Our corporate mailing address refuses packages. Write the RMA number on the outside of the package and include it inside; returns without a visible RMA number may be refused by the warehouse or delayed.
- Use tracked shipping. If your tracking shows delivery to the RMA address, we treat the return as received — subject to the package containing the authorized item (a delivery scan of an empty, substituted, or wrong package is not receipt). Untracked returns travel at your risk. Pack the item securely — damage caused by inadequate return packaging is deducted from the refund. Returns shipped more than 14 days after the RMA date may be refused, returned to you at your cost, or refunded at reduced value.
- First return free. Once per customer, we provide a prepaid label for your first change-of-mind return shipment — one label, to one brand's warehouse. Multi-brand return? You pick which package uses it. Excludes items $1,000+, oversized/freight items, and doesn't stack with Section 5 (those labels are always free). If a return shipped on our label fails inspection, the label cost may be deducted from any refund. Prepaid labels are single-use and valid only for the authorized items; using one for any other shipment is billed to you. If a return shipped on our label is lost by the carrier after a valid acceptance scan, we honor the return.
Inspection. Every return is reviewed at the brand's warehouse against its pack-out records (including weights and photos); there is no automatic approval. Empty-box returns, substituted or counterfeit items, and items we did not sell are refused, are not refunded, and are reported. Returns that fail inspection (worn, washed, used, missing tags or parts, damaged after delivery) may be rejected entirely — at your choice, we return the item to you at your shipping cost or issue a partial refund reflecting diminished value, determined by us. If we don't hear from you within 14 days of the inspection notice, we issue the partial refund and the matter is closed.
3. What Cannot Be Returned
For health, safety, hygiene, or one-of-a-kind reasons, these are final once shipped:
Consumables (food, beverages, supplements, and similar) · beauty, skincare, and bath · intimates, swimwear, and hosiery · intimate adhesives · candles, incense, and scent products · pierced jewelry · in-ear products · pacifiers and teethers · toothbrushes and menstrual cups · water filter cartridges · personalized, monogrammed, or engraved items · gift cards · anything marked FINAL SALE.
Final sale can apply to a brand's entire collection. It's shown on the product page before you buy, and you confirm it with a checkbox before checkout. Final-sale items cannot be returned or cancelled once ordered.
Custom and bespoke orders — anything produced to your specifications (custom rugs, made-to-measure, commissioned pieces) — cannot be returned, exchanged, refunded, or cancelled once production begins, at any price. What you confirm at checkout or approve in writing is what gets made. Natural variation inherent to handmade production is not a deviation from your specifications.
Section 5 protection applies to every category above. Non-returnable never means unprotected.
4. High-Value Items ($1,000+)
Standard catalog items priced $1,000 or more follow the 30-day window with these conditions: RMA required; unit unused, uninstalled, in original packaging with all components and protective materials. Opened but unused units in resellable condition are accepted with no restocking fee. Used or installed units are not returnable for change of mind — defects are covered by the manufacturer warranty, and we facilitate every claim. Return shipping and insurance on non-defective returns is at your cost; we recommend insuring for the full purchase price. High-value orders may ship signature required.
5. If We Got It Wrong
Shipping problems — arrived damaged, wrong item, or something missing from the box: email afterglow@kremage.com within 7 days of delivery with photos of the item, the packaging, and the shipping label. Keep everything until the claim is resolved. Concealed transit damage noticed after 7 days is reviewed as a defect claim within the 30-day window, with photos; damage first reported after 30 days is declined.
Defects — the product fails to function as intended under normal use: covered for the full 30-day window. A day-20 defect is treated like a day-2 defect. Email photos or video of the issue.
In both cases we make it right at no cost to you — repair, replacement, or a full refund, at our election, with a full refund whenever we cannot repair or replace within a reasonable time — return shipping on us, on every product, including final-sale and custom. We may require the item back (on our prepaid label) before the replacement or refund issues, and claims are verified against carrier records and the brand's pack-out records. If you received the wrong item, the correct item ships once the wrong one is scanned in transit back to us; keeping both is not an option.
Not defects: screen-to-life color variance; natural variation in wood, leather, wool, stone, handmade, and 3D-printed goods; damage from misuse, accident, or normal wear. Defects appearing after 30 days go through the manufacturer warranty — we help you claim it on any product that carries one.
6. Refunds
Refunds go to your original payment method, in USD, within 10 business days of your return's delivery to the warehouse — the clock starts when tracking shows arrival, not when inspection finishes. Approved claims under Section 5 are refunded or replaced once confirmed. Your bank may need extra time to post the credit; if your card was closed or replaced, the networks route the refund automatically.
Original shipping is refunded when we got it wrong (Section 5) or when you cancel before fulfillment. On change-of-mind returns it is not refunded by default; we may refund it as a one-time courtesy at our sole discretion, which creates no obligation on any other order.
Promotions. Refunds on partial returns are calculated on the discounted price actually paid, with any bundle or promotional discount allocated proportionally. Sales tax is refunded in proportion to the amount refunded. A free gift or bundle item tied to the returned purchase must be returned with it, or its value is deducted.
Payment method. Refunds return through the method used to pay — card, PayPal, Amazon Pay, Shop Pay, Apple Pay, or Google Pay. If you paid with a non-USD card, your issuer converts the USD refund at its own rate; differences from the amount originally charged are set by the issuer, not by us.
Gifts. Refunds always go to the original purchaser's payment method. Gift recipients with a damaged, defective, or wrong item can contact us directly — Section 5 applies and we can send a replacement without involving the purchaser.
7. Delivery
Tracking and delivery estimates come from the carrier and are not guaranteed; carrier delays are not grounds for refund where the item is ultimately delivered. A tracking gap alone does not mean a package is lost. Not arrived? Email us; if there's no movement within 7 business days past the expected date, the carrier confirms loss, or the carrier's delivery record shows the package was delivered to a different address than the one you gave, we investigate and then replace or refund. Report missing packages within 30 days of the expected delivery date.
Considered delivered. A domestic package the carrier marks delivered to the address you gave at checkout is delivered and fulfilled. We are not obligated to refund packages reported stolen after confirmed delivery; report promptly with a police report or carrier claim number and we will review a one-time goodwill replacement at our discretion. Address corrections are possible only before the order ships. Packages refused or undeliverable due to an address error you made are refunded less actual shipping costs.
8. Cancellations
Email afterglow@kremage.com immediately. Not yet in fulfillment → full refund including shipping within 3 business days. Already processing or shipped → this return policy applies instead. Final-sale items can't be cancelled once ordered; custom orders can't be cancelled once production begins; made-to-order items can't be cancelled once production begins. Obvious pricing errors may be cancelled by us with a full, prompt refund.
9. Shipping Coverage · US Only · Freight Forwarders
Where we ship. We ship within the United States only — all 50 states, DC, US territories, and APO/FPO/DPO military addresses. Every brand ships from its US warehouse to a US address. We do not ship to destinations outside the United States; see our Shipping Policy for details.
US delivery addresses only. Returns, refunds, and Section 5 claims are accepted on orders delivered to a US address. Authorized returns must be sent to the US warehouse address provided with your RMA.
Freight forwarders. If you ship your order to a US freight-forwarding service or reshipper for onward delivery, you do so entirely at your own risk. Delivery to the forwarder's US address completes your order: our responsibility ends there. Forwarded orders are not eligible for change-of-mind returns. Section 5 claims (damaged, defective, or not as ordered) are honored only if reported within 7 days of that US delivery, with photos taken before the package leaves the forwarder; once the package is re-shipped, consolidated, or exported, all claims are void. We are not responsible for anything after US delivery — handling, loss, customs, duties, or charges.
10. Fair Use
This policy exists for honest customers, and we enforce it that way. We may decline returns, revoke the free-label perk, require signature delivery, or refuse future orders for accounts — including other accounts, addresses, or payment methods we reasonably link to the same person — showing abuse patterns — including excessive or serial returns, wardrobing (buying to use and return), repeated damage or non-delivery claims, empty-box returns, returning a different item than the one shipped, or resale-driven bulk purchasing. For high-value returns we may ask the purchaser to confirm identity before a refund issues. Submitting a false claim of any kind violates our Terms of Service and may result in refund denial, account termination, and referral to law enforcement.
11. Chargebacks
Contacting us is faster than a dispute — we respond within 24 hours and resolve most issues within a few business days. By ordering, you agree to give us a good-faith opportunity to resolve any issue before initiating a chargeback; this does not limit rights under your card agreement or applicable law. Every order carries tracking, delivery confirmation, payment verification, the policy terms accepted at checkout, and any acknowledgment you gave at purchase — where a chargeback is filed on an order our records show was delivered, already refunded, or never raised with us, we present that evidence to the card issuer. An order that has been refunded or replaced is resolved; pursuing the same amount twice is fraud. Where a dispute is resolved in our favor or duplicates a refund already issued, we may recover the amount and any fees permitted by law, and we may decline future orders from the associated payment methods, addresses, and accounts.
12. Your Rights · Precedence
Nothing in this policy limits any right you hold under applicable US federal or state consumer protection law that cannot be waived by agreement; where a provision conflicts with such a right, the right prevails for you and the rest of the policy stands. This policy is part of, and governed by, our Terms of Service. A courtesy or exception we grant once does not amend this policy or create an obligation on any other order. The version of this policy in effect when you placed your order governs that order.
State and territory notices. This policy is displayed before purchase and at checkout in keeping with state refund-disclosure laws, including California Civil Code § 1723, New York General Business Law § 218-a, Florida Statutes § 501.142, and 940 CMR 3.13 (Massachusetts). Customers in Puerto Rico, Guam, the US Virgin Islands, American Samoa, and the Northern Mariana Islands have the same rights under this policy as customers in the 50 states and DC, plus any non-waivable rights under local consumer law (for example, regulations of Puerto Rico's Department of Consumer Affairs, DACO).
13. Contact
Star Thing LLC · afterglow@kremage.com · (917) 920-5868 · Mon–Fri, 11am–8pm ET · replies within 24 hours.
Mailing address (correspondence only — packages refused; your RMA contains the correct return facility): 447 Broadway, New York, NY 10013