🩸 Returns & Refund Policy
At The Fright Factory New Orleans, we take immense pride in our unique, handmade, and custom-designed creations. If your purchase doesn't completely thrill you, we are here to help make it right. Please review our official return guidelines below.
1. 30-Day Return Window
You have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with tags attached, and in its original packaging. You will also need your receipt or proof of purchase.
2. Items Exempt from Returns (Non-Returnable Items)
To ensure the integrity of our custom shop, certain types of items cannot be returned:
- Custom and Personalized Goods: Any products that feature a custom name, monogram, custom graphics, or tailored text (such as custom satin pillowcases or personalized notebooks) are custom-made just for you and cannot be returned or exchanged unless they arrive damaged or defective.
- Final Sale Items: Items purchased from a clearance section or marked as "Final Sale" cannot be refunded.
3. Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon arrival. If the item is defective, damaged, or if you receive the wrong item, contact us right away at thefrightfactoryneworleans@gmail.com.
- Please provide your order number and clear photos of the issue.
- We will evaluate the problem immediately and make it right via a replacement or a full refund.
4. How to Initiate a Return
To start a return for an eligible, non-custom item, please contact our support crew at thefrightfactoryneworleans@gmail.com.
- If your return is accepted, we will send you a return shipping label, along with detailed instructions on how and where to send your package.
- Please note: Items sent back to us without first requesting a return will not be accepted .
5. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
6. Processing Your Refund
Once we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund. If approved, your refund will be processed automatically back to your original payment method within 5–7 business days. Please remember it can take some additional time for your bank or credit card company to process and post the refund to your account.