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Unless an order fulfillment error was made (i.e. incorrect size/color/part, defective item etc.), products which are Manufactured-to-Order or Special-Order can NOT be returned, refunded or exchanged for any reason. These products currently include, but are not limited to:
Products which we keep in-stock may be returned for a refund of the product cost (the total order cost minus the shipping charges) within fifteen (15) days of their delivery date (the date you receive them) and will be subject to inspection for damage and a 25% restocking fee. These products currently include, but are not limited to:
Any return requests made after the normal fifteen (15) day period will be considered on a case-by-case basis.
To be eligible for a return, an in-stock product must meet the following conditions:
To start the return process, call us at (800) 396-6410 or email us at [email protected] to receive a Return Merchandise Authorization (RMA) number and to obtain the correct address to ship the returned product to. We are not responsible for any merchandise returned to us without a valid RMA number nor can we be responsible for any additional shipping charges incurred for items shipped to an incorrect address. If you are returning merchandise because it was damaged in shipment, please read the ‘If Your Shipment Is Damaged’ section above.
You will be responsible for all return shipping costs and any arrangements necessary to facilitate the shipment of the products you wish to return. We recommend insuring your return shipment and using a traceable shipping method. All returned products must be sent back in their original packaging with the packaging material intact. Claims cannot be filed on items not properly and securely packaged. Refunds will not be issued for items damaged in return transit or for returns which are never received. You will also be responsible for a 25% restocking fee on all returned products.
All returned products must be received by Tilton Coffered Ceilings in resalable condition in order to receive proper credit. We will issue credit only after we have received and inspected the product. Product must be received back to the shipping address provided within thirty (30) days of the date the RMA was issued.
Credit for returned products will be issued to the Credit/Debit Card or PayPal account used at the original time of purchase or by way of company check sent to you by mail. Time to issue credit will be 2 – 4 weeks from the date of receiving the returned product as per the conditions stated in the ‘Return Policy’ above.