Reply from Freshine Custom Curtains & DrapesJul 14, 2025
Dear,
Thank you for reaching out. First of all, we’re truly sorry to hear that your experience didn’t meet your expectations.
After reviewing your order, we found that the total amount was under $399, which unfortunately did not qualify for our automatic "$100 off orders over $399" promotion. Additionally, we clearly displayed a discount code on our homepage banner, which needed to be manually entered at checkout — no such code was used during your transaction.
That said, once you contacted us, we took your feedback seriously and offered a complimentary high-temperature shaping service (valued at $148), which actually exceeds the value of the $100 discount. We also made multiple attempts via email to discuss the possibility of reusing your discount code, but unfortunately, we never received a response from you.
What came as a surprise was that, after your order had already shipped and been delivered, you filed a chargeback through your bank. In response, we submitted all relevant evidence and documentation to show that your order was processed correctly and in good faith. After a thorough review, the bank ruled in our favor and determined that the chargeback was not justified.
Following that decision, you reached out again requesting a refund. Please understand that our custom products involve premium fabrics, advanced production processes, express UPS air shipping, and substantial tax and duty costs — all of which contribute to significant overall expenses. Therefore, we are truly unable to offer any further refunds in this case.
We hope you can understand our position. At Freshine, we remain committed to delivering high-quality custom curtains and continually improving our service.
Thank you again for your support and understanding.
