Return Policy
Cancellation
Because every custom order is made specifically to your specifications, orders may be canceled for a full refund only before production begins. Once production has started, the order cannot be canceled.
Returns (if applicable)
Custom Items
Custom curtains and shades are made specifically to your specifications and cannot be resold. Therefore, returns are generally not accepted unless there is a quality issue.
If your order arrives with a manufacturing defect, incorrect size, or incorrect color due to our error, please contact us within 30 days of delivery. We will remake your order at no additional cost.
A size tolerance of ±1 inch is considered standard within the custom window treatment industry. To help minimize light leakage caused by the natural drape of the fabric, the finished curtain width may be 1–3 inches wider than the selected width.
If measurement errors are on the customer's side, we're still happy to help. For example, panels that are too wide may be resized when possible. For irreversible issues, such as curtains that are too narrow or too short, we offer 50% off a replacement order within 30 days of delivery.
Custom curtain rods, tracks, and other made-to-order products are non-returnable unless they arrive damaged or defective.
Non-Custom Items
Ready-to-ship Hardware and Ready-Made Products
Ready-to-ship hardware and ready-made products may be returned or refunded within 30 days of delivery only if both of the following conditions are met:
- The item arrived faulty, damaged, broken, or in an incorrect size or color.
- The item is unused and in its original condition. Drapery must have its original tags attached and must not have been altered.
Returned items must include the original packaging, where applicable.
Return shipping costs for non-custom items are the responsibility of the customer.
Fabric swatches are non-returnable.
Refunds (if applicable)
Once your return is received and inspected, we'll notify you by email regarding the status of your refund.
If approved, your refund will be processed promptly, and the credit will be issued to your original payment method within 3–10 business days, depending on your financial institution.
Refund Limitations
Once your returned item is received, we will inspect it to confirm that it is in its original, unused condition with all original tags and packaging, where applicable.
After the inspection, Freshine will, at its sole discretion, determine the appropriate resolution, which may include a full refund, a repair, or a replacement. We will notify you of our decision by email.
If your return meets our eligibility requirements and you have provided the required photos of the product issue along with the shipping label, if available, any approved refund will be processed after we receive and verify the returned item. Refunds will be issued to your original payment method and typically appear within 3–10 business days, depending on your payment provider.
Price Adjustments and Promotions
Previous purchases are not eligible for price adjustments.
Discounts and promotional offers cannot be applied retroactively to completed orders.
Lost or Delivered Packages
If a package is confirmed lost in transit by the carrier, we will send a replacement. Refunds are not available for lost packages.
Proof of delivery or a recipient signature may be used to evaluate claims that a package was not received. It does not affect eligibility for claims involving damaged, defective, or incorrect items.
Late or Missing Refunds
If you haven't received your refund yet, please first check your bank account, then contact your credit card provider or bank, as processing times may vary.
If you've completed these steps and still have not received your refund, please contact us at support@freshinelife.com.