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 your payment 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.
Due in full for orders under $10,000
Deposit Terms
Payment in full is required at order confirmation. RBW accepts payment methods of ACH, checks, and wire transfers for all order values. RBW only accepts credit cards for order totals under $10,000. Sales tax will be applied on orders where RBW is required to collect sales tax.
Production & Shipping
Production scheduling begins upon receipt of payment in full. Rush orders will be accommodated when possible for an additional fee. RBW can offer pre-paid shipping quotes. Customer pickup is FOB New York 12401. Shipping damage in the case where Customer has paid for shipping or provided 3rd party account information will be the responsibility of the Customer. Storage, due to insurance and space constraints, cannot be provided longer than 2 weeks from order completion and notification. Storage of purchased goods beyond 2 weeks will be billed at a weekly rate of $350.
Deposit Required for orders over $10,000
Deposit Terms
Payment in full is preferred, a minimum of 50% deposit order value is required at order confirmation unless you have credit terms agreed to prior with RBW accounting. The balance in full is due 5 days prior to shipping. RBW accepts payment methods of ACH payments, checks, and wire transfers for all amounts. RBW accepts credit card deposits only for order totals under $10,000. Sales tax will be applied on orders where RBW is required to collect sales tax.
Production & Shipping
Production times begin upon receipt of deposit. Rush orders will be accommodated when possible for an additional fee. Shipping is FOB New York 12401. RBW is happy to provide shipping quotes. Shipping damage in the case where Customer has paid for shipping or provided 3rd party account information will be the responsibility of the Customer. Storage, due to insurance and space constraints, cannot be provided longer than 2 weeks from order completion and notification. Storage of purchased goods beyond 2 weeks will be billed at a weekly rate of $350.
Net Payment Terms
Terms and Conditions
Payment is due upon invoicing in accordance with payment terms arrangement. RBW accepts credit card payments only for order totals under $10,000. Sales tax will be applied on orders where RBW is required to collect sales tax. Production scheduling begins upon order confirmation. Rush orders will be accommodated when possible for an additional fee. Shipping is FOB New York 12401. RBW can offer pre-paid shipping quotes. Customer pickup is FOB New York 12401. Shipping damage in the case where Customer has paid for shipping or provided 3rd party account information will be the responsibility of the Customer. Storage, due to insurance and space constraints, cannot be provided longer than 2 weeks from order completion and notification. Storage of purchased goods beyond 2 weeks will be billed at a weekly rate of $350.
Quotations
All quotes are issued in US Dollars (USD). Quotes are valid up to 30 calendar days after the date the quote is issued. Quote number must be referenced at the time of order placement to secure pricing.
Delivery
Freight PPD
Unless otherwise previously arranged with RBW, no signature will be required at delivery for non-LTL shipments. We make sure our products leave our dock in perfect condition. When your order arrives, immediately inspect your Products to ensure they have not been damaged during transit. Customers must notify the Company of any product defect caused by shipping damage within the timeframes as outlined in the Damaged/Missing Products section of RBW’s terms and conditions, and must retain all packaging for inspection by the carrier as necessary. Customer must take and provide to RBW (“Company”) a photograph of the damaged product with how it was packed, a photo of the damaged product by itself, a photo of the packaging material used by itself, a close-up photo of the shipping label, a close up photo of the box manufacturer’s certificate on the bottom of the box, and two photos showing all six sides of the package (one showing top and two sides, and the other showing bottom and two other sides). All shipments are FOB (Free On Board) and any disputes regarding misdelivered or undelivered shipments are to be resolved directly with the respective shipping carrier.
Damaged/Missing Products
Concealed Damage
When damage is not apparent until the product is unpacked, then a claim for concealed damages must be made immediately upon noticing damage and within 30 calendar days of delivery receipt. If notice is not timely given, RBW reserves the right to reject any return of the Products. We will not be able to accept any returns made without an authorization number accompanying the return. Failure by the Customer to make any claim against RBW within 30 calendar days of delivery will constitute acceptance of the goods and the Customer will waive the right to make claims of any damages, errors, or shortages. If the product needs to be returned due to a manufacturer defect, please refer to our Warranty Policy.
Apparent Damage
For non-LTL shipments, take all necessary photos and contact an RBW customer support or sales team member immediately by calling 1-212-388-0399 or via email at support@rbw.com so we can file a claim with the shipping company and work with you to replace any damaged Product as quickly as possible. Failure by the Customer to make any claim against RBW for apparent damage within 30 calendar days of delivery will constitute acceptance of the goods and the Customer will waive the right to make claims of any damages, errors, or shortages. If notice is not timely given, RBW reserves the right to reject any return of the Products. If the product needs to be returned due to a manufacturer defect, please refer to our Warranty Policy.
For LTL Shipments, should visual inspection upon the delivery of a shipment show damage, shipment should NOT be accepted. If you notice clear issues with the packing, please ensure you mark the damage on the Bill of Lading before signing it and take several photos of the damaged boxes in detail as well as the boxes the order arrived in. Damage must be noted on the delivery receipt and signed by both you and the carrier. Failure to do so may result in both RBW and the carrier refusing to honor your claim. If notice is not timely given, RBW reserves the right to reject any return of the Products. We will not be able to accept any returns made without an authorization number accompanying the return. If the product needs to be returned due to a manufacturer defect, please refer to our Warranty Policy.
Missing product Claims
Any missing product claims must be made within 30 calendar days from shipment from the factory to the ship-to address specified in the order confirmation.
Third Party Delivery Terms
RBW will ship Products, FOB Origin, in accordance with instructions provided by Customer, using shipping companies and freight forwarders deemed reliable by RBW and based on, among other things, the destination, weight, and package dimensions. If Customer notifies RBW that Customer wishes to arrange for shipping and delivery, Customer may specify a preferred carrier and provide Customer’s account information for direct billing by carrier to Customer. In such an event, Customer is fully responsible for tracking, damage claims, and insurance, and RBW shall have no liability whatsoever after the Product has been picked up by Customer’s carrier. If, in the opinion of RBW, Products are suitable for shipping only by RBW-specified shipper (due to product dimensions, fragility, or other reasons), RBW may refuse to permit Customers to arrange for shipping. All fees for failed deliveries due to the fault of the Customer or the Product recipient are non-refundable. Unless otherwise expressly provided, delivery charges do not include charges for inside delivery, unpacking, placement, Residential address, Liftgate service, or installation. 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.
Warranty
See RBW's Five-Year Limited Warranty
Return Policy
You may request a return merchandise authorization (RMA) within 30 calendar days from receipt. To return a product, please contact customer support for a return material authorization number (RMA). They can be reached by phone at 1-212-388-0399 or via email at support@rbw.com. After RBW issues an RMA number, the Customer must return the Products to RBW in their original packaging so as to be delivered to RBW at 575 Boices Ln, Kingston, NY 12401 within 30 calendar days after issuance of the RMA number. If RBW authorizes and accepts a return, the Customer will receive a credit for the purchase price of the purchase price of the product less the applicable 30% restocking charge.
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. Accordingly, all Custom Products are sold as final sale and no return will be accepted. Certain products such as, but not limited to, products similar to configurable collections such as: "Palindrome, Cinema, Latis, Witt Pilot and any other collection that requires special work order,” and any chandelier type products are NOT eligible for returns and are final sale. Orders for replacement or components parts are also not eligible for return.
All Products returned must be in the same condition as they were when delivered to the Customer or Product recipient. 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. Returned merchandise must be in original packaging, in resellable condition, and not installed. 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. Please note: Shipping fees will not be included in the refund under any circumstances.
Exchanges
All requests for exchanges must be reviewed by RBW for suitability and approval. To initiate an exchange, please contact our Customer Service team at 1-212-388-0399 or by emailing us at support@rbw.com.
Cancelations
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 your payment 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.
Intellectual Property
The designs, images, artwork, product descriptions and data shown on rbw.com and in any form of communication, including but not limited to email, message, attachments, documents, hyperlinks, between RBW and Customer, are protected by U.S. and foreign patent, copyright, trade dress and contract law and may not be copied, imitated, duplicated or used in any manner other than as permitted in writing. RBW offers these materials to viewer solely for the purpose of allowing viewer to evaluate the depicted products for purchase only from RBW. By viewing them, viewer agrees to this restriction and not to any other use of same whatsoever. Any other use or further distribution of the shown designs, images, artwork, text and/or data by viewer or further recipients of same is strictly forbidden. RBW Studio, LLC will enforce its intellectual property rights in this material to the fullest extent of the law. Designs and contents copyright 2024 RBW Studio, LLC. RBW and other trademarks are registered and/or owned by RBW Studio, LLC. We will enforce our IP rights to the fullest extent of the law.
Limitations on Claims
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 attorneys’ 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: January 1, 2024