Terms & Conditions

Customer Commitment

As part of our Customer Commitment RBW offers a 24-hour Risk-Free Cancellation and the ability to change or modify your order – which means after RBW sends you a sales order confirmation, you have up to 24 hours to change your order without any fees to change or cancel your order for any reason and receive a full refund.

Quotations

All quotes are issued in US Dollars (USD). Quotes are valid up to the valid date provided in writing when the quote is issued. Quote number must be referenced at the time of order placement to secure pricing.

Payment Terms

Payment in full is required at order confirmation for orders under USD 10,000. For orders greater than or equal to USD 10,000, a minimum of 50% deposit of the order value is required at order confirmation. The balance in full is due 5 days prior to shipping.
RBW accepts payment methods of ACH, US bank checks, and wire transfers for all order values. RBW only accepts credit cards for order totals up to USD 10,000. Sales tax will be applied on orders where RBW is required to collect sales tax.

Production

Production scheduling begins when payment terms have been met, Docusign approvals have been received and your account is in good standing. Rush orders will be accommodated when possible for an additional fee.

Storage

Free Storage cannot be provided longer than 2 weeks from assigned customer ship date. Storage of purchased goods beyond 2 weeks will be billed at a weekly rate of $350.

Warranty

See RBW's Five-Year Limited Warranty

Signature Requirement

Unless otherwise requested by Customer, a signature will not be required at delivery for non-LTL shipments.

Pre-Paid Shipping

RBW offers prepaid shipping quotes. RBW will ship Products in accordance with delivery instructions provided by the Customer, using shipping companies and freight forwarders deemed reliable by RBW and based on, among other things, the destination, weight, and package dimensions. Although RBW attempts to give reasonable estimates of anticipated delivery dates, actual delivery dates might be subject to circumstances beyond RBW’s control, including delays caused by governmental inspections, shipping, and events in the country of origin of the goods sold.

Customer pickup

Shipping terms are FOB Origin. If Customer notifies RBW that they wish to arrange for shipping and delivery, Customer may specify a preferred carrier and provide Customer’s account information for direct billing by the carrier to Customer. In such an event, the Customer is fully responsible for tracking, claiming damage, and ensuring insurance, and RBW shall have no liability whatsoever after the Product has been picked up by the Customer’s carrier. If RBW deems the Customer's specified shipping method to be inappropriate for safe delivery (according to product dimensions, fragility, or other reasons), RBW may refuse to permit the Customer’s requested shipping arrangement. All fees for failed deliveries due to the fault of the Customer or the Product recipient are non-refundable.

Inspection

We ensure our products leave our dock in perfect condition. To ensure your order has not arrived with any damage during transit, it is advised to immediately inspect your shipment upon receipt.

Shipment Damage

For Less-Than-Truckload (LTL) shipments, if a shipment were to arrive with obvious and apparent damage, the Customer must note the damage on the carrier’s copy of the Bill of Lading (BOL) and notify the driver. If a paper copy of the BOL is not available, Customer must report damage directly to the driver to properly document the damage and begin the claims process. Failure to do so will void your claim.
For all damaged LTL and small parcel shipments, the Customer must notify RBW within 3 business days by sending your Sales Order Number and the following documentation to support@rbw.com

• A photo showing the damaged item and how it was packaged inside the box
• A photo of the damaged item
• A photo of the packaging material used
• A close-up photo of the shipping label with the tracking number or PRO number
• A close-up photo of the box manufacturer’s certificate (round stamp on the outside of box)
• For non-LTL shipments, two photos showing all six sides of the package (one showing the top and two sides, another showing the bottom and opposite sides)
• For LTL shipments, take a photo of the damaged skid before unpacking

Claims for concealed damage, where internal damage with no obvious external damage was found, can be submitted as long as RBW is notified within 30 calendar days of delivery receipt. For these claims, Customer must send the following documentation to support@rbw.com:

• A photo showing the damaged item and how it was packaged inside the box.
• A photo of the damaged item.
• A close-up photo of the shipping label with a tracking number or PRO number

All claims will be acknowledged within one business day and RBW will work with you until a resolution is reached. Until the claim is resolved, you must keep all original packaging and damaged goods for instances where a carrier’s inspection may be required.

Missing Product Claims

Any missing product claims must be made within 30 calendar days of receipt by sending an email to support@rbw.com.

Rush Shipping
Rush fees will be quoted upon request. Expedited production times do not include shipping transit time. Expedited orders must be paid 100% in full at order approval. If for any reason we cannot honor the production time due to factory capacity or if we do not meet the expedited production time, we will refund your expedited fee guaranteed.

To return a Product, you have to request a return merchandise authorization (RMA) within 30 calendar days from receipt. Please contact customer support at 1-212-388-0399 or via email at support@rbw.com for an RMA number and return shipping label. After issuance of the return shipping label, the Customer must return the Products to RBW in their original packaging to 575 Boices Ln, Kingston, NY 12401, within 30 calendar days.

Returned products must be in original packaging and in resalable condition. Customers are responsible for any loss or damage to Products in transit for return during shipment until the Products are actually delivered to RBW at 575 Boices Ln, Kingston, NY 12401. Return of goods must be freight prepaid. If a product is received in poor condition due to unsatisfactory packaging, the client will be charged for repair and/or replacement of the fixtures. For this reason, we strongly advise you to use an insured, trackable shipping method to return products. Products must be received by us within 30 calendar days from when we issue the RMA, or you will not receive any credit for your return.

If RBW authorizes and accepts a return, the Customer will receive a refund for the purchase price of the purchase price of the product less the applicable 30% restocking charge. Please note: Shipping fees will not be included in the refund under any circumstances.

Custom Products are sold as final sale and no return will be accepted. Custom Products are defined as products that are not part of our standard product offering on our website. Custom Products are being expressly made to meet the Customer’s unique specifications.

Certain products, such as but not limited to Cinema, Gala, Latis, Palindrome, Pilot, Vitis, Witt, and any other Products that require special handling, are sold as final sale, and no return will be accepted.

Orders for replacement or component parts are sold as a final sale, and no return will be accepted.

Force Majeure

RBW shall not be liable to the Customer or deemed to be in default for any delay or failure in performance resulting directly or indirectly from acts of God, civil or military authority, acts of the public enemy, terrorism, war, riots, civil disturbances, insurrections, accidents, fire, explosions, earthquakes, floods, the elements or any other cause beyond the reasonable control of RBW.

Disputes; Attorneys’ Fees

The parties consent to the jurisdiction of the United States District Court, Southern District of New York, or the Supreme Court of the State of New York, County of New York, with respect to any dispute concerning the interpretation or performance of this Agreement. In the event that RBW commences any action or proceeding in order to enforce the terms of this agreement, it shall be entitled to recover, in addition to any damages and other relief, its costs and attorney’s fees expended to the extent that it prevails in such action or proceeding.

Miscellaneous

This Agreement may not be modified or amended except by an instrument in writing signed by the parties hereto. No omission or delay by either party in requiring due and punctual fulfillment by the other in its obligations hereunder shall be deemed to constitute a waiver. This Agreement represents the entire understanding of the parties. There are no representations, promises, warranties, covenants, or undertakings other than those expressly set forth herein. If, for any reason, any provision of this Agreement is held invalid in whole or in part, such invalidity shall not affect any other provision of this Agreement not held so invalid, such other provision shall to the full extent consistent with law continue in full force and effect. This Agreement has been executed and delivered in the State of New York, and its validity, interpretation, performance, and enforcement shall be governed by the laws of said State, without regard to principles of conflicts of law.

All notices that either party is required or may desire to give to the other party shall be given by overnight courier (next day delivery) or registered mail, addressed to such party at the address referred to above, or at such other place as the party may from time to time designate in writing. Five days after the date of mailing any such notice shall be deemed to be the date of delivery thereof, unless actual prior delivery occurs.

Effective Date: May 1, 2024