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 & international. We ship across the US and to select countries (per brand). On international orders, duties and customs are yours and non-refundable, and returns are reviewed case by case — the terms below cover US deliveries.
- 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.
International orders. This section covers deliveries within the United States. Orders delivered outside the US are handled case by case — 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.
- Use tracked shipping. If your tracking shows delivery to the RMA address, we treat the return as received. Untracked returns travel at your risk.
- 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.
Inspection. Every return is reviewed at the brand's warehouse; there is no automatic approval. 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.
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 replace or refund in full, 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.
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.
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, or the carrier confirms loss, we investigate and then replace or refund. Report missing packages within 30 days of the expected delivery date.
Considered delivered. A 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. Domestic 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 · International · Freight Forwarders
Where we ship. We ship across the United States (all 50 states, DC, US territories, and APO/FPO) and to select countries outside the US. International availability is set per brand and shown at checkout; see our Shipping Policy for details.
International orders. The return and refund terms above cover deliveries within the United States and do not automatically extend to orders delivered abroad. If you need to return an international order, or something arrived damaged, defective, or wrong, email afterglow@kremage.com first — we review international returns, refunds, and Section 5 claims case by case and will tell you what's possible for your item and destination before you ship anything back. Where a return or refund is possible, international return shipping is the customer's cost, and import duties, customs charges, and taxes are your responsibility and are non-refundable. We are not responsible for customs delays, inspections, seizures, or any fees imposed after the item leaves the US, and brand warranties are typically valid only within the United States.
Freight forwarders. If you ship to a US freight-forwarding service for onward delivery, you do so entirely at your own risk: delivery to the forwarder completes your order and forwarded orders are final sale. Section 5 claims on forwarded orders are honored only if reported within 7 days of US delivery, with photos taken before the package leaves the forwarder; once 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 showing abuse patterns — including excessive or serial returns, wardrobing (buying to use and return), repeated damage or non-delivery claims, empty-box returns, or resale-driven bulk purchasing. 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.
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.
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): 7901 4th St N, #30711, St. Petersburg, FL 33702