Return & Exchange Policy

Crop, Scent, and Photo Changes
Once your order is placed, you agree and understand that it is a custom product that will immediately go into production and there is no window to make further changes.

Address Changes
If you need to change the shipping address, please send us an email with your order number, the current shipping address, and the address that you would like to change it to. We can change the address up until your order leaves our facility!

Damaged/Misprinted Items
If the product arrives defective, we will reprint the item and resend it free of charge. Please contact us here with a picture of your item and order number. We will reprint your item and ship it to you within seven business days.
If you are not satisfied with the outcome of your product, we offer reprints at no charge. Please fill out our contact form and include a picture of your item explaining the issue and your order number, and a member of our team will be able to assist you.
Return your items within seven days of receiving your order.
Damaged/Misprinted Items can only be replaced within 7 days from your order delivery date. After this 7-day period, TheFreshener is not responsible for replacing any damaged or misprinted items.

Please note that whatever crop, scent, and image you upload will be printed on your item. If the incorrect crop or image is selected and sent out to you, TheFreshener is not responsible for replacing these items.

Lost Packages
If your package appears to be lost in transit, we are more than happy to replace the package and ensure your order makes its way to you. If you do not want the package to be replaced, we must wait 14 days before refunding the order in the event that the package finds its way to you and is delivered. Our Customer Service Team will be sure to check in on your order periodically throughout the two weeks to track its progress and provide accurate updates.

Cancellations/Returns
If you would like to cancel your order, you must do so within 3 hours of placing your order due to our automated production process and the custom nature of these products. If cancelled within the allotted time frame, you will receive a full refund.

Since your personalized products are one-of-a-kind and made just for you, a $5 customization fee per item is included in your purchase. If you need to cancel your order more than 3 hours after purchase, we will refund the entire cost of your item, less the $5 customization fee.

If you are unhappy with your products received, please email us at sales@thefreshener.com to discuss your issue with our customer service team to determine a proper solution.