Return & Exchange Policy (Retired)
Return, Replacement & Cancellation Policy
Because each air freshener is custom made to order using the photo and options you submit, our policy for personalized items is different from standard retail returns.
Order Changes
If you need to change your photo, crop, scent, or shipping address, please contact us as soon as possible at orders@thefreshener.com and include your order number.
We begin processing custom orders quickly, so we cannot guarantee changes once production has started or once the order has shipped.
Cancellations
Orders may be canceled within 24 hours of purchase for a full refund.
If you request a cancellation more than 3 hours after placing your order, we may still be able to help if production has not started.
Once an order has entered production or has shipped, it can no longer be canceled.
Returns
Because our products are personalized and made specifically for you, we do not accept returns or exchanges for:
- change of mind
- scent preference
- incorrect photo, crop, or other option selected at checkout
- incorrect shipping information entered by the customer
- issues caused by low-quality, blurry, dark, or low-resolution uploaded images
Please do not send items back.
Damaged, Defective, or Misprinted Items
If your order arrives damaged, defective, or materially different from what you ordered due to our error, please contact us within 7 days of delivery at orders@thefreshener.com.
Please include:
- your order number
- a brief explanation of the issue
- clear photos of the item and packaging, if applicable
If approved (in most cases), we will provide a replacement at no additional cost.
What Is Not Covered by Free Replacements
Free replacements are not available for issues caused by the selections or files submitted with your order, including:
- the photo, crop, scent, or other options chosen at checkout
- spelling, names, dates, or other custom details submitted by the customer
- low-resolution or poor-quality uploaded images
Lost Packages
If your package appears to be lost in transit, please contact us and we will help investigate the shipment.
If tracking shows the package is likely lost, we may offer a replacement. If you prefer a refund instead of a replacement, we may wait up to 14 days before issuing the refund in case the package is delivered during that time.
Our Happiness Guarantee
We want you to love your order. If something went wrong, please reach out and our team will do our best to make it right.
Contact Us
For any issue with your order, please contact:
Please include your order number in your message for faster support.