Return Policy

Manufactured-To-Order, Special-Order Products & Product Samples

Unless an order fulfillment error was made (i.e. incorrect size/color/part, defective item etc.), products which are Manufactured-to-Order and/or Special-Order and/or Product Samples can NOT be returned, refunded or exchanged for any reason. These products currently include, but are not limited to:

• Coffered Ceiling Systems & Kits (Box Beam, Suspended & Shallow Beam)
• Ceiling Beams & Trusses
• Ceiling Beam & Truss Accessories (All Flexible & Rigid Varieties)
• Ceiling & Wall Planks (All Non-Stock & Special-Order Varieties)
• Flooring Planks (All Non-Stock & Special-Order Varieties) 
• All Product Samples*
  *The cost of samples are credited towards the full order for the same product

In-Stock Products

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:

• In-Stock Varieties of Pre-Finished Wood Ceiling & Wall Planks 
• In-Stock Varieties of Pre-Finished Wood Flooring Planks  

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:

1. It must not have been cut or altered in any way, shape or form
2. It must not have been used, installed or damaged (unless damaged by the shipping carrier)

Note

1. Customer is responsible for proper re-packaging of any products if/when the original packaging has been removed and/or discarded.
2. Customer is responsible for arranging and paying for shipping/freight costs associated with returning any products to us. We will provide the appropriate address to send your return to depending on the product line.
3. Dye lot changes (slight color variances) between pre-finished products are NOT a valid reason for returns. Due to differences in texture, colors may vary slightly between products.
4. Tilton Coffered Ceilings, Inc. makes no implied or expressed guarantee that product textures and/or colors will appear the same in person as they do in the images they are depicted with on our website. As such, dissatisfaction and/or regret with the product texture and/or color option selected or claims that a product does not appear the same in texture and/or color as depicted on this website are NOT valid reasons for returns or refunds. Customers are strongly encouraged to order, receive and review actual product samples prior to placing a full quantity order to ensure that the product appears is as expected in person. 
5. If you are wanting to return a product because it was damaged in shipment, please read the 'If Your Shipment Is Damaged' section above.

Initiating a Return

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 twenty-five percent (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.

Credits for Returns

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.