Cancellations, Returns and Warranty
What happens if an order is cancelled, if the parcel never arrives, or if it arrives damaged or different.
Last updated September 8, 2026
1What this document covers
This document explains what happens when an order is cancelled, when the parcel never arrives, when it arrives damaged or different from what was ordered, and what warranty the product carries. It forms part of the terms and conditions.
Krgo is not the seller of the product: the sale originates on the origin marketplace. What Krgo takes on towards the customer is handling the whole case, so the customer does not have to claim abroad or in another language.
2Cancelling before Krgo buys
Between the payment and the purchase at origin there is a short window: Krgo buys within thirty minutes of the payment, during business hours.
Inside that window, and as long as the purchase has not been made yet, the customer may ask to cancel and to be refunded what they paid.
Pending decision
It remains to be decided how costs that are already unrecoverable inside that window are treated — the payment gateway's own fee in particular — and whether the refund is full or net of that cost. It is a business decision no project document settles.
3After Krgo buys
Once the product has been bought on the origin marketplace, cancelling depends on the seller and on whether they have already dispatched.
Krgo will attempt the cancellation with the seller and will report the outcome. If the seller accepts it, what was recovered is refunded; if not, the order continues and the customer receives the product.
Pending decision
It remains to be decided which costs are unrecoverable after the purchase and how they are settled with the customer.
4If the parcel never arrives
Shipments are covered against total loss, partial loss, customs seizure and return of the parcel, on the terms of the provider carrying that shipment.
If the parcel does not arrive, Krgo refunds one hundred per cent of what was paid for that shipment. The customer claims nothing from the seller or the carrier: Krgo files the claim with the provider itself.
Krgo photographs the parcel at the origin warehouse and records its weight before dispatch, so there is a record of the state and the contents it left in.
5If it arrives damaged or different
The customer should tell Krgo with photographs as soon as the parcel arrives. Krgo opens the case, checks it against the photograph and weight record from the origin warehouse, and settles it with the seller or the carrier.
Krgo reviews the product before buying it precisely so this does not happen; when it does, the customer deals with Krgo and not with the foreign shop.
Pending decision
The window within which damage or a discrepancy must be reported after delivery has yet to be set, along with the test for choosing between replacement and refund.
6If the size or variant is wrong
While the seller has not dispatched, a Krgo adviser can try a change of size, colour or variant with the origin shop. The platform suggests taking the larger size when in doubt, because sizes on these marketplaces usually run one below the local ones.
After dispatch a change of variant is not possible and the case is handled like any other return.
7Product warranty
The product's warranty is the one the origin seller offers and is governed by its conditions. Krgo neither manufactures nor sells the product and cannot widen that warranty on its own account.
Krgo does file the warranty claim with the seller where the product allows it, and tells the customer what answer it got.
The rights Law 7472 grants the consumer against Krgo, for the service Krgo provides, are not affected by this clause.
8How money is refunded
Refunds are made by the same means the payment was made, to the same card, in colones and for whatever amount the case calls for.
Pending decision
The maximum refund period has yet to be set, along with how the card surcharge and the exchange spread are treated in a partial refund.
9Right of withdrawal
Law 7472 and its regulations grant the consumer a right of withdrawal in distance selling.
Pending decision
How that right applies to a purchase made to order, where Krgo acquires a specific item on the customer's behalf and imports it in their name, and when the period starts running, have yet to be determined. It is the point that blocks the most and no project document settles it.
10What is not covered
Outside this policy are:
- Damage caused by using the product after it was received.
- Dissatisfaction with characteristics the seller's listing described correctly.
- Products whose import turns out to be prohibited or restricted and which the customer declared otherwise.
- Delay attributable to customs, to a carrier or to force majeure, which is handled as an incident on the order rather than as a return.
11How to make a claim
A claim is made through the contact channels Krgo publishes on the platform, quoting the order number and attaching photographs where the case calls for them.
Krgo records each incident with its cost and its resolution, and reports progress to the customer by email and in the portal.
Pending decision
Krgo's response time to a claim, and the escalation where the customer is not satisfied, are the lawyer's to settle.