Customer Service » Return Policy
How to Return an Order
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 us within 14 days of receipt with the details of the return and we will issue you 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 Ceilume 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:Ceilume Ceiling Tiles
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 PO 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 Ceilume 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 with a product value of over $3,000.
No returns on accessory orders over $500. If the order is under $500, standard return fees and procedures apply.
The very best return policy really is to not ship unwanted products in the first place, and with your help we can make that policy a 100% success!
Please inspect all items immediately upon delivery for any potential en route damage.
For any orders that arrive damaged, please contact us 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 at 1-800-557-0654 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.