Refund Policy
Refund and Return Policy
Last updated: September 04, 2026
At Kuro Stash, we want your shopping experience to always be satisfactory. If something did not go as expected, this policy explains how to request a refund, gift card, or store credit.
1. Deadline to request a refund
You have 15 calendar days from the delivery date of your order to submit a refund or return request. After this period, we will not be able to process your request.
The delivery date is determined according to the tracking information provided by the shipping company.
2. Valid reasons to request a refund
We accept refund or compensation requests for the following reasons:
a) Wrong item
You received a different product than the one you ordered (size, color, model, or incorrect item).
Requirement: Photo of the received item along with the order number, to compare with what was requested.
b) Partial damage to the product
The product arrived with partial damage caused during transport (dents, minor breaks, affected packaging that damaged the contents).
Requirement: Photo of the damaged product and, if possible, of the outer packaging.
c) Late Delivery
If your order has not been delivered within the estimated timeframe of up to 30 days, you can contact us to request a review of your order.
Kuro Stash will verify the information available in the tracking system and will contact the supplier or carrier as needed to check the status of the shipment.
Specific Compensation: When applicable, we offer a $1.50 USD store credit to your account for the delay, with no additional proof required. Eligibility will be determined using the available order tracking information.
d) The item does not fit well (size)
If you bought clothing and the item does not fit well according to the store's size guide.
Requirement: Indicate the purchased size and, if possible, a photo of the product's size label.
Important note: It is not necessary to physically return the product. Just send us the requested evidence (photo/video) through our Returns Center or to the support email.
3. How to request your refund
- Go to our Returns page (Return Center) using your order number and email.
- Select the affected item(s) and choose the corresponding reason.
- Upload the photos or video that evidence the problem (when applicable).
- Submit your request. You will receive immediate confirmation by email.
4. Compensation methods
Once your request is approved, you can choose between:
| Option | Description |
|---|---|
| Refund to the original payment method | The amount is refunded to the card or method you used to pay. PayPal: refunds are usually reflected more quickly. Credit/Debit cards: the time may be longer, depending on your bank's processing times (usually an additional 5–10 business days). |
| Gift Card | You receive a gift card code to use on future purchases in our store, available immediately upon approval. |
| Store Credit | Depending on the case, we may also offer a credit applied directly to your customer account for your next purchase. |
It is not necessary to return the product to receive your compensation, as we evaluate each case based on the evidence submitted or, in the case of late shipments, based on tracking information.
Note: We do not process exchanges or physical returns of products. All approved refunds are issued via a refund to the original payment method, a gift card, or store credit, as indicated in the options above.
5. Review time
We review requests within 24 to 48 business hours after submission. We will notify you by email of the status of your request (approved, rejected, or if we need additional information).
6. Uncovered cases
Refunds will not be processed for:
- Requests submitted after 15 days from delivery.
- Lack of photographic or video evidence when required.
- Damage caused by misuse of the product once received in good condition.
- Customer change of mind outside the reasons listed in section 2.
7. Order Cancellation
You may cancel your order within the first hour after placing it, provided that the order has not yet been processed for delivery. Furthermore, once the supplier has processed the order, you can no longer cancel it using this option.
8. Contact
If you have questions about your request or the status of your refund, contact us at:
📧contact@kurostash.com 🕐 Support hours: 9:00 AM to 5:00 PM GMT-6
This policy may be updated occasionally. We recommend reviewing it before making a request.