Return/ Exchange Policy
Should you need to return any product, please contact us via telephone or email for a Return Merchandise Authorization (RMA) Number. NO RETURNS WILL BE ACCEPTED WITHOUT A RMA NUMBER.
Please return products with shipping PREPAID to our physical address which is located on your original shipping label.
There is a 25% restocking fee on merchandise returned/exchanged for any reason other than a product defect or damage.
Returns/exchanges will not be accepted after 30 days from the date you receive your shipment.
Please use appropriate packaging materials when returning products.
The product must be in resalable condition and returned freight prepaid to the manufacturer.
If a product is defective, we will ship another at our expense. Defects must be reported within four (4) business days of delivery. If a product is damaged in transit, we will replace the product, again at our expense. Please retain the damaged product until instructed by one of our representatives as to the course of action that will be required for us to claim insurance from the shipping company.
It is your responsibility to make sure that the product you intend to order be suitable for the purpose you have in mind.
Unfortunately, damages can sometimes occur during the shipping process. Please inspect your package immediately upon receipt for shipping damages. If the product appears damaged in any way, do not install it. It is of the utmost importance that any damages are reported within two (2) business days of receipt of the product.
IF UPON OPENING YOUR PACKAGE, YOU FIND YOUR PRODUCT TO BE DAMAGED, WE ASK THAT YOU TAKE A PICTURE. IF THE PRODUCT IS DAMAGED DURING SHIPMENT, A PICTURE WILL ASSIST US IN FILING AN INSURANCE CLAIM AGAINST OUR FREIGHT CARRIER.
You may cancel your order, for any reason, and receive a full refund provided your order has not been shipped. Typically, most orders are shipped within 48 hours after they are received. Our customer service representatives can inform you of the status of your order and advise you whether or not the order can be canceled for a full refund. If you need to change or cancel your order, please contact us as soon as possible. We will do everything we can to accommodate your request. Please keep in mind that our order fulfillment and shipping policy are designed to get orders on their way quickly and efficiently. Therefore, once an item is shipped, the terms of our Return/Exchange Policy will take effect.
Made-to-Order, Custom & Special Orders
We do offer products that are unique and are manufactured specially at a customers’ request. These products are not returnable, unless they are deemed defective or damaged. A custom or special order may not be cancelled after production has begun. Also, changes to such orders are not usually possible.
Product Image Disclaimer
Due to variations in computer monitors and possible settings to brightness and contrast that users may adjust their monitors to, RAFI Creations can not guarantee with any certainty that the color represented in a product image is exactly as it appears in the physical world.
Information Collection and Use
RAFI Creations is committed to protecting the privacy and security of the information we obtain from our customers. When you purchase items from our website, we will ask you to voluntarily provide certain personal identifiable information, such as, your name, address, telephone number, e-mail address, credit card number, and expiration date. We need this information to process and fulfill your order and notify you of order status, or if we have trouble processing an order, we use the information to contact you.
RAFI Creations has no desire or intent to invade our customers’ privacy when purchasing products from our website and we will only use your personal information if deemed necessary. We do not rent, sell, or share personal information about you with other people, or nonaffiliated companies except to provide products or services you’ve requested, or under the following circumstances:
We respond to subpoenas, court orders, or legal process, or to establish or exercise our legal rights or defend against legal claims.
We believe it is necessary to share information in order to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, or as otherwise required by law.
We limit access to personal information about you to our employees who we believe reasonably need to come into contact with that information to provide products or services to you or in order to do their jobs.
If you have any questions or concerns regarding privacy at RAFI Creations, please contact us at firstname.lastname@example.org. Or, if you prefer, you may contact us in writing at RAFI Creations, P.O. Box 461, Calimesa, CA 92320. We respect our customers’ right to personal privacy, and in doing so, we are committed to resolving disputes within 24 – 48 hours.
RAFI Creations may update this policy at any time. We will notify you about significant changes in the way we treat personal information by posting such changes to this section of our website.
RAFI Creations warrants that its products sold by RAFI Creations, or by either a distributor or stocking representative franchised by RAFI Creations to sell our products, when installed correctly, are free from manufacturing, workmanship, and fabrication defects (as defined below), under normal use, for a period of five (5) years from the date of sale to the original customer, subject to the terms and conditions set forth in this Limited Warranty.
RAFI Creations will remedy and correct any defects during the five (5) year Limited Warranty period, by, at RAFI Creations’ sole option, either: (a) replacing, at our cost and expense; or (b) crediting to the customer the credit amount (as subsequently defined) towards the purchase of the product with the same or substantially-similar specifications, provided that (in addition to any other requirements or provisions of this Limited Warranty), the customer returns, with all shipping costs pre-paid at the customer’s sole expense, the product that the customer claims are subject to any defects according to RAFI Creations’ Returned Merchandise Authorization procedures, as they may exist from time-to-time
“Defect(s)” means RAFI Creations has verified problems or defects resulting from the manufacture, materials, or workmanship of its products. Please be aware that RAFI products are hand-crafted and therefore, are not perfect nor guaranteed to be so. Furthermore, RAFI Creations specifically reserves the right to: (a) determine, in its sole discretion, whether a “Defect” exists; and (b) decline any claim under this Limited Warranty with respect to a product that RAFI Creations can not verify, in its sole discretion, was sold to the Limited Warranty claimant either directly by RAFI Creations or through a franchised distributor or stocking representative. Notwithstanding the foregoing, and without limiting the foregoing, “Defects” are NOT unconfirmed defects or problems caused by modifications to, or work performed on, the product by any party after the original sale of the product by RAFI Creations. In addition, “Defects” are NOT unconfirmed defects or problems caused by utilization of the product in a manner inconsistent with the specifications provided and/or defined by RAFI Creations that are applicable to the product, or in any unreasonable manner.
“Credit Amount” means a United States Dollar amount that RAFI Creations, in its sole discretion, determines is reasonable to remedy and correct the defect(s) applicable to the product sold to the customer. Furthermore, this definition of “Credit Amount” specifically excludes, without limitation, any sales or use taxes, or any other costs, items, or expenses other than the “Credit Amount” as defined in this Limited Warranty.
RAFI Creations’ obligation under warranty is limited solely to the replacement of our product(s) in question. The customer will be responsible for any applicable (re)installation expenses or any other direct or indirect loss which may result.
There shall be no manufacturer liability for the materials used to install, grout, or seal the product.
The warranty does not cover any product that has been moved from its original installed location or has been modified or changed.
Our products must be installed and used in accordance with our Installation Instructions. Damage resulting from improper/defective installation or specification is not covered by the Limited Warranty.
RAFI Creations is NOT responsible for improper use of its products.
The Limited Warranty does not cover damage resulting from unusual wear and tear on the product, improper maintenance, or from accident or abuse to the product.
This Limited Warranty only applies to the original purchaser and installation site and is non-transferable.
EXCEPT AS SET FORTH IN THIS LIMITED WARRANTY, RAFI CREATIONS MAKES NO OTHER WARRANTIES, EITHER EXPRESSED OR IMPLIED. FURTHERMORE, RAFI CREATIONS SHALL NOT BE LIABLE FOR ANY DAMAGES (WHETHER CONSEQUENTIAL, INCIDENTAL OR OTHERWISE) ARISING OUT OF THE USE OR APPLICATION OF OUR PRODUCTS. NOR WILL RAFI CREATIONS BE LIABLE FOR ANY BREACH OF THIS LIMITED WARRANTY, EXCEPT FOR RAFI CREATIONS’ OBLIGATION TO REPLACE, OR PROVIDE CREDITS OF THE CREDIT AMOUNT WITH RESPECT TO, THE PRODUCT, AS ELECTED BY RAFI CREATIONS, AND AS MORE PARTICULARLY PROVIDED BY THIS LIMITED WARRANTY, AND SUCH REPLACEMENTS OR CREDITS, AS THE CASE MAY BE, SHALL BE THE SOLE REMEDY FOR ANY SUCH BREACH BY RAFI CREATIONS OF THIS LIMITED WARRANTY.