We know you will agree that returning merchandise is inconvenient, expensive and no fun for anyone involved. That is why we take such great pains to avoid returns by making sure our customers understand what they are ordering right from the start.
Please read the item descriptions and supporting information carefully. We make great products, and we guarantee that what you receive will be exactly as described. Please take advantage of our ceiling tile sample programs where offered. The more you know about what you are ordering, the happier we are to sell it to you!
If for any reason you are not completely satisfied with your purchase, contact the Ceilume Sales Team within 14 days of receipt with the details of the return. We will issue a Return Merchandise Authorization Number (RMA#) – this RMA# is good for 14 days, and must be written clearly and boldly on all packages returned to Empire West or your purchase will not be credited. No returns will be accepted without a RMA#.
Customer is responsible for all return shipping charges.
Returns MUST be sent via common carrier (UPS or FedEx) to:
Empire West
RMA# _________
9270 Graton Rd.
Graton, CA 95444
No packages sent via USPS will be accepted (our warehouse is not serviced by the United States Postal Service, therefore any parcels sent to our P.O. Box will be refused).
Because all of our merchandise is manufactured to order, we must charge a 35% return fee on all eligible merchandise. Returns must be received within 30 days of original receipt (or 14 days from RMA issue).
Credits will only be issued to the credit card used for the initial order, or if paid by check or money order, a check will be mailed to the customer. In some cases it may take up to 10 business days to have your original charge returned to your Credit Card.
Items received after 30 days are not eligible for return regardless of the reason. After 30 days all sales are final and are non-refundable and non-returnable.
All products MUST be returned in the original box, in the condition they were received - with no cuts, tape, labels or markings added - they will be refused if they have been used.
Packages that come back to us undeliverable, or packages that are refused by the customer without permission from Empire West will have the round-trip shipping cost deducted from their refund amount (in addition to the 35% return fee).
International customers who refuse to pay their taxes/duties or otherwise cause the package to bounce back to us will have the round-trip shipping cost deducted from their refund amount (in addition to the 35% return fee).
No returns are allowed on orders of more than five hundred (500) 24" x 48" ceiling tiles or one thousand (1,000) 24" x 24" ceiling tiles.
The very best return policy really is to not ship them in the first place,
and with your help we can make that policy a 100% success!
Damaged Shipments
Please inspect all items immediately upon delivery for any potential en route damage.
For any orders that arrive damaged, please contact the Ceilume Sales Team with pictures of the damage (shipping back the tiles will not be accepted because there is no way to prove damage occurred during initial shipment), then call us for information about exchanging your order. All damage claims should be reported within 72 hours of delivery. No refunds are allowed on damaged orders - exchange/replacements only.
Empire West Inc. guarantees that your Ceilume Smart Ceiling Tiles will be free from manufacturing defects for a period of five (5) years from the date of purchase.
Warranty Limitations
This warranty does not cover problems caused by improper installation methods. It covers only installations done in accordance with the installation and handling instructions contained within each box of Ceilume Smart Ceiling Tiles.
This warranty does not cover damage caused by improper maintenance or by use contrary to our recommendations.
This warranty does not cover normal wear and tear or shade changes due to exposure to smoke, fumes, leaks or abuse.
This warranty does not cover labor charges.
This warranty applies only to material purchased by you, the owner, in unopened cartons for your own use and not for resale.
This warranty is not transferable and applies to the original purchaser only.
Note: Empire West Inc. cannot guarantee that the published surface burning characteristics, fire resistance ratings, acoustical performance, dimensional stability / sag, or light reflectance will remain as stated if the tiles are painted.
Painting will void this warranty.
Painting will void UL approval for installation under fire suppression sprinkler systems.
Difference From Photos
This warranty does not cover differences between photographs and actual product purchased. Empire West Inc. strongly recommends that all customers always request and evaluate free ceiling tile samples prior to purchase.
Implied Warranties
There are no implied warranties, representations or conditions, except those required by statute, and they shall not extend beyond the term of the warranty applicable to your purchase.
Consequential or Incidental Damages
We exclude and will not pay any consequential or incidental damage, loss or expense.
Legal Rights
This warranty gives you specific legal rights, and you may have other rights which vary by jurisdiction.
If There Is a Defect in Your Ceilume Ceiling Tile
If a manufacturing defect does occur within the terms and conditions of this warranty, you will be supplied with new material to replace the defective parts, subject to inspection and approval by Empire West Inc. The replacement materials will be of the same or similar design and quality.
How to Make a Claim
If you believe there is a defect in your Ceilume Smart Ceiling Tiles and want to make a claim under this warranty, please notify, in writing, Empire West Inc. at:
Empire West Inc.
Ceilume Smart Ceiling Tiles
P.O. Box 511
Graton, CA 95444
(800) 521-4261
www.ceilume.com
