Refund policy

Returns, Refunds & Cancellations Policy

At Kuromears, we aim to provide a transparent and straightforward shopping experience. Please review this policy carefully before placing an order. By purchasing from our website, you agree to the terms outlined below.

1. Return Period

Eligible items may be returned within 30 days of delivery, subject to the conditions below.

2. Conditions for Returns

An item is eligible for return if:

It has not been worn beyond trying it on
It shows no signs of wear, scratches, tarnishing, or damage
It is returned with its original packaging and protective inserts
The request is submitted within 30 days of delivery
The return has been approved by our customer service team first

Trying an item on to check fit and appearance is fine — the same way you would in a store. Opening the packaging does not void your return.

3. Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 14 days of delivery so we can review and resolve the issue as quickly as possible.

To submit a report, please email team@kuromears.com with:

Your order number
Clear photos of the item and the original packaging
A short description of the issue

Eligible claims submitted within this timeframe may qualify for a replacement, partial refund, store credit, or another appropriate resolution, depending on the circumstances and the evidence provided.

Claims submitted after 14 days from delivery may no longer qualify for a free replacement or refund.

4. Items Excluded from Returns

We cannot accept returns for:

Items that show visible signs of wear or have been used beyond trying on
Mystery items and surprise pieces (final sale)
Personalized or custom-made products
Gift cards
Items damaged by improper use or storage, or by contact with water, perfume, or chemicals

5. Return Shipping & Restocking Fee

All returns must be sent to the return address our customer service team provides after your return is approved. Returns sent to any other address, or sent without prior approval, cannot be processed.

Customers are responsible for all return shipping costs and for using a trackable shipping method. For international returns, customers are also responsible for any customs duties, taxes, or handling fees, and for providing accurate customs documentation.

Kuromears is not responsible for return parcels that are delayed, lost in transit, or rejected due to incorrect shipping methods or missing documentation. We recommend keeping your proof of postage and tracking number.

A 15% restocking fee applies to all approved returns, covering inspection, processing, and inventory handling. The same fee applies to unopened packages, parcels refused upon delivery, and parcels left unclaimed and automatically returned to us.

The restocking fee is waived if the item arrived damaged, defective, or incorrect. In those cases we also cover return shipping.

6. Return Address

Returns must be sent only to the return address provided by our customer service team after approval.

Returns sent to any other address, or sent without prior approval, cannot be processed.

7. How to Start a Return

To request a return, please email team@kuromears.com with:

Your order number
The item(s) you wish to return
The reason for return
Clear photos (required for damaged or defective items)
Your full name and shipping address

You will receive instructions within 24 business hours (Monday–Friday).

8. Order Cancellations

Orders may be cancelled within 30 minutes of purchase.

Once processing has begun, cancellation requests are no longer guaranteed and may be refused depending on the status of the order.

After delivery, a return may be requested in accordance with this policy.

Approved cancellation requests submitted after the 30-minute cancellation window may be subject to an 8% processing and restocking fee to cover payment processing, handling, and operational costs already incurred.

9. Refunds

Once your return has been received and inspected:

You will be notified of the outcome
Approved refunds are issued to the original payment method
Please allow 10 business days for the refund to be finalized by your bank or payment provider

The 15% restocking fee, if applicable, will be deducted from the refund. Original shipping costs are non-refundable. Optional shipping protection selected at checkout is non-refundable.

10. How Discounts Work When You Return Items

If your order included a promotional discount (such as bundle deals, Buy More Save More, or Buy 1 Get X Free offers) and you return part of your order, your refund may be adjusted.

Discounts are recalculated based on the items you keep, not the items originally purchased.

Example: If you return items and no longer meet the conditions of the promotion, the discount is removed and your refund is recalculated accordingly. Free promotional items must be returned together with the qualifying purchase, or their value may be deducted from the refund.

Refunds are always based on the final qualifying order value after returns. A 15% restocking fee may apply, and return shipping costs remain the customer's responsibility.

11. Store Credit

In certain cases, store credit may be offered at our discretion.

Store credit is non-refundable and can only be issued once per order.

12. Failed Delivery or Incorrect Address

If an order is returned due to an incomplete or incorrect address provided at checkout:

We may arrange a redelivery once the parcel arrives back at our warehouse and the correct address is confirmed, or
Offer store credit as a gesture of goodwill, depending on the condition of the returned items

If the returned items are not in their original condition, a reduction in value may apply.

13. Policy Updates

Kuromears reserves the right to update or modify this policy at any time. Changes take effect immediately upon publication on our website.

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