Talent Building Products, Inc. ("Seller") will accept returns of Products only under the limited circumstances described in this Return Merchandise Authorization (RMA) Policy ("RMA Policy"). This RMA Policy applies to all sales of Products by Seller, whether made under a Master Sales Agreement, quotation, invoice, or order confirmation.

All returns are subject to Seller's prior written authorization. No Products may be returned without a valid RMA number issued by Seller in advance. Unauthorized returns will be rejected and returned to Customer at Customer's sole expense.

This RMA Policy is incorporated by reference into Seller's Standard Terms and Conditions of Sale and all sales transactions with Seller.

2.1 General Requirement. No Product may be returned to Talent Building Products, Inc. ("Talent") without Talent's prior written approval and issuance of a Return Merchandise Authorization ("RMA") number. Issuance of an RMA number does not constitute acceptance of the return or an admission that the Product is defective.

2.2 Categories of Returns. Talent recognizes two categories of returns:

  • (a) Convenience Returns; and
  • (b) Warranty Returns.

Different eligibility requirements apply to each category.

2.3 Convenience Returns. Convenience Returns include returns requested for reasons unrelated to a covered warranty defect, including without limitation: Ordering errors; Excess inventory; Project cancellations; Customer preference changes; Buyer’s remorse; Incorrect quantity estimates; Non-defective Products; or Other non-warranty reasons.

Convenience Returns may be considered only if all of the following conditions are satisfied:

  • (a) the Product is unused, uninstalled, unopened, and in its original packaging;
  • (b) the Product remains in new and resalable condition;
  • (c) the Product has not been cut, fabricated, altered, modified, painted, damaged, or otherwise changed from its original condition;
  • (d) the Product is not a Custom Product, Special Order Product, discontinued Product, clearance Product, or other Product designated by Talent as non-returnable;
  • (e) the return request is submitted within the applicable time period specified in this Policy; and
  • (f) Talent approves the return in writing.

Talent reserves the right to reject any Convenience Return request and may impose restocking fees, inspection fees, return freight charges, and other reasonable costs.

2.4 Warranty Returns. Warranty Returns involve Products that are alleged to contain defects covered by Talent's Limited Warranty. A Product shall not be disqualified from warranty review solely because the Product has been installed or used, provided that:

  • (a) the warranty claim is submitted within the applicable warranty period;
  • (b) the claim is reported within the time period required by the Limited Warranty;
  • (c) the Product was stored, handled, installed, maintained, and used in accordance with Talent's written instructions and applicable industry standards;
  • (d) the Product has not been subjected to misuse, abuse, neglect, accident, improper installation, improper maintenance, unauthorized repair, or other excluded conditions; and
  • (e) the Product has not been materially altered, fabricated, modified, or changed in a manner that prevents Talent from reasonably evaluating the alleged defect.

2.5 Modified Products. Products that have been cut, fabricated, altered, modified, reworked, or otherwise materially changed from their original condition are not eligible for return or warranty coverage unless Talent determines, in its reasonable discretion, that the modification is unrelated to the alleged defect and does not impair Talent's ability to inspect and evaluate the claim.

2.6 Custom Products. Custom-sized Products, custom-finished Products, custom-colored Products, project-specific Products, specially fabricated Products, and made-to-order Products ("Custom Products") are non-returnable and non-refundable except for verified manufacturing defects covered by Talent's Limited Warranty. Custom Products may not be returned due to: Ordering errors; Project changes; Customer preference changes; Incorrect measurements; Excess inventory; Installation preferences; Delays; or Any other non-warranty reason.

3.1 Written Notice Required

To request a Return Merchandise Authorization, Customer must submit a written RMA request to Seller via email at returns@talentceilings.com:

Talent Building Products, Inc.Attn: Returns Department2108 N Street, Suite 9232Sacramento, CA 95816

3.2 Required Information

All RMA requests must include the following information:

  • Customer name, address, contact person, phone number, and email address;
  • Invoice number, order confirmation number, or other purchase documentation;
  • Date of purchase;
  • Detailed description of the Products for which return is requested, including item description, quantity, and any applicable product codes or SKU numbers;
  • Detailed explanation of the reason for the return request (e.g., defect, shipping error);
  • For warranty claims: detailed description of the claimed defect, including when and how the defect was discovered;
  • Photographs: Clear, high-resolution color photographs showing:
    • The overall condition of the Products;
    • Close-up images of any claimed defects, damage, or nonconformity;
    • Product packaging and labels (if applicable);
    • Any relevant surrounding conditions or installation context (if applicable);
  • Supporting documentation, including:
    • Copy of invoice or order confirmation;
    • Copy of packing list;
    • Proof of compliance with installation, storage, and maintenance instructions (if applicable);
    • Any other information reasonably requested by Seller to evaluate the RMA request.

3.3 Timeframe for RMA Requests

RMA requests must be submitted within thirty (30) days of the date the claimed defect or nonconformity was discovered, and in no event later than the expiration of the applicable warranty period.

Late RMA requests will not be accepted.

4.1 Review Process

Upon receipt of a complete RMA request with all required information and supporting documentation, Seller will review the request and determine, acting reasonably and in good faith, whether the return is eligible under this RMA Policy.

Seller reserves the right to:

  • Request additional information, photographs, or documentation from Customer;
  • Require Customer to provide sample Products for inspection;
  • Conduct an on-site inspection of the Products at Customer's location (Customer shall cooperate fully and provide access as reasonably requested by Seller);
  • Deny the RMA request if the Products are not eligible for return under this RMA Policy, if the claim is not substantiated, or if Customer has failed to comply with Seller's warranty terms, installation instructions, or other requirements.

4.2 RMA Authorization

If Seller approves the RMA request, Seller will issue a written RMA authorization to Customer via email or other writing, which will include:

  • A unique RMA number;
  • Instructions for returning the Products to Seller, including the return shipping address;
  • The remedy Seller will provide (replacement Products, repair, credit, or refund, as determined by Seller in its sole discretion);
  • Any conditions or requirements applicable to the return.

Customer must comply with all instructions in the RMA authorization. Failure to comply may result in rejection of the return.

4.3 No RMA Obligation

Seller is under no obligation to issue an RMA authorization. Seller reserves the right, in its sole discretion, to deny any RMA request that:

  • Does not meet the eligibility requirements of this RMA Policy;
  • Is not supported by adequate documentation or evidence;
  • Relates to Products that have been misused, abused, improperly installed, or damaged by Customer or any third party;
  • Is fraudulent, abusive, or otherwise inappropriate.

5.1 Return Shipping for Warranty Claims and Seller Shipping Errors

For Products being returned due to a valid warranty claim or a verified shipping error by Seller, Seller will cover the cost of return shipping to Seller's facility. Seller will provide Customer with a prepaid return shipping label or authorize Customer to arrange return shipping and submit an invoice to Seller for reimbursement.

5.2 Return Shipping for Other Returns

For all other authorized returns (if any), Customer shall bear all costs of return shipping, packaging, insurance, and freight.

5.3 Packaging and Condition

All Products being returned to Seller must be:

  • Packed in the original packaging, including boxes, pallets, strapping, stretch wrap, edge protectors, and any other original packaging materials;
  • Properly protected to prevent damage during return transit;
  • Accompanied by a copy of the RMA authorization and any other documentation requested by Seller.

Products that are received by Seller in damaged condition due to inadequate packaging or improper return shipping will not be accepted for credit or refund.

5.4 RMA Number on Return Shipment

Customer must clearly mark the RMA number on the outside of all return packages and on all shipping documents. Returns received without a valid RMA number will be rejected and returned to Customer at Customer's expense.

6.1 Seller's Discretion

For all authorized returns, Seller will determine the remedy in its sole discretion. Remedies may include, at Seller's option:

  • Replacement: Seller may provide replacement Products of the same type and quantity as the returned Products. Replacement Products will be shipped to Customer at no additional charge (for warranty claims and Seller shipping errors).
  • Repair: Seller may repair the defective Products and return them to Customer.
  • Credit: Seller may issue a credit to Customer's account in the amount of the purchase price paid for the returned Products. Credit may be applied toward future purchases from Seller.
  • Refund: Seller may issue a cash refund to Customer in the amount of the purchase price paid for the returned Products, but only if replacement is impractical or otherwise not feasible as determined by Seller in its sole discretion.

Refunds are not the preferred remedy and will be issued only in limited circumstances.

6.2 No Refund of Shipping Charges

Seller will not refund or credit any shipping, freight, delivery, or handling charges paid by Customer, except in cases where Seller made a verified shipping error.

6.3 No Liability for Consequential Damages

In no event shall Seller be liable for any incidental, consequential, special, or indirect damages arising from or related to any defective Products, nonconforming shipment, or return, including but not limited to:

  • Lost profits, revenue, or business;
  • Business interruption or delay;
  • Labor costs, removal costs, or reinstallation costs;
  • Project delays or liquidated damages;
  • Claims by third parties;
  • Any other damages excluded under Seller's Limitation of Liability provision.

Seller's total liability for any authorized return shall not exceed the amount paid by Customer for the specific Products being returned.

Upon receipt of returned Products, Seller will inspect the Products to verify the claimed defect, nonconformity, or shipping error. Seller's inspection and determination shall be final and binding.

If Seller determines, upon inspection, that:

  • The Products are not defective or nonconforming;
  • The claimed defect was caused by Customer's misuse, improper installation, or failure to follow Seller's instructions;
  • The return does not meet the requirements of this RMA Policy;

then Seller reserves the right to:

  • Refuse the return and ship the Products back to Customer at Customer's expense; or
  • Assess a restocking fee, handling fee, and/or return shipping charges against Customer.

Seller reserves the right to assess a restocking fee of up to twenty-five percent (25%) of the purchase price for any authorized return that is accepted by Seller but that does not qualify as a valid warranty claim or Seller shipping error.

Restocking fees will be deducted from any credit or refund issued to Customer.

9.1 Convenience Returns. Products that have been installed, partially installed, incorporated into a project, used, or placed into service are not eligible for Convenience Returns.

9.2 Warranty Claims. Products that have been installed, used, or placed into service may nevertheless be eligible for warranty review if:

  • (a) the claim relates to an alleged defect covered by Talent's Limited Warranty;
  • (b) the claim is submitted within the applicable warranty period;
  • (c) the Product has not been improperly altered, modified, fabricated, or misused; and
  • (d) Customer complies with all documentation, inspection, and claim-submission requirements.

9.3 Inspection Rights. Talent reserves the right to require photographs, videos, samples, field inspections, testing, expert review, or return of the Product before determining whether a defect exists and whether warranty coverage applies.

9.4 Exclusive Remedy. If Talent determines that a Product qualifies for warranty coverage, Customer's remedies shall be limited exclusively to those remedies provided in the applicable Limited Warranty and Sales Agreement.

Submission of an RMA request and authorization of a return does not relieve Customer of its obligation to pay all outstanding invoices in full and on time. Customer must continue to make all payments when due, regardless of any pending RMA request or warranty claim.

Seller reserves the right to amend, modify, or update this RMA Policy at any time, in Seller's sole discretion, by posting the updated RMA Policy on Seller's website at www.talentceilings.com or by providing written notice to Customer. Amendments shall apply to all RMA requests submitted after the effective date of the amendment.

This RMA Policy shall be governed by and construed in accordance with the laws of the State of California, without regard to conflicts of law principles. The United Nations Convention on Contracts for the International Sale of Goods (CISG) shall not apply.

For all RMA requests, questions, or inquiries regarding this RMA Policy, please contact:

Talent Building Products, Inc.Returns Department2108 N Street, Suite 9232Sacramento, CA 95816Email: returns@talentceilings.comPhone: 857-272-5920