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Policy

Celn LLC (“Celn”) designs and manufactures premium architectural stair, railing, and interior structure solutions. We are committed to delivering high-quality, custom-made products and providing a transparent, reliable customer experience.

Please review the policies below carefully, as they form part of your purchase agreement with Celn.

Cancellations

Orders Not Released to Production

Orders placed but not yet released to production may be subject to a cancellation fee reflecting work already completed by our design and engineering teams. Administrative and handling costs may also apply depending on order age.

Design work is considered started once technical calculations, engineering review, or CAD drawings have been initiated, even if drawings have not yet been issued to the customer.

Engineered-to-Order Products (Design Started)

  • Cancellations within 90 days: up to 10% of product total

  • Cancellations between 91–180 days: up to 25% of product total

  • Cancellations after 180 days: up to 50% of product total

Pre-Engineered Products or Design Not Started

  • Cancellations within 90 days: no fee

  • Cancellations between 91–180 days: up to 10%

  • Cancellations after 180 days: up to 25%

No cancellations are accepted once an order has been released to production.

For pre-engineered products, this may occur on the same business day the order is placed.

Code Compliance

Building code requirements vary by jurisdiction. Celn provides products designed to meet or exceed applicable IRC and IBC standards, where stated.

Final compliance responsibility rests with the customer, including verification against local and state building codes. Local code requirements always supersede any recommendations or documentation provided by Celn.

Damages & Shortages

Damage Claims

  • Any visible freight damage must be noted on the Bill of Lading (BOL) before signing.

  • Accept the delivery — do not refuse it.

  • Photograph all materials and submit images within 5 business days of delivery.

  • Damage must be reported before installation.

Celn reserves the right to request return of damaged items. Confirmed damaged products will be replaced. Claims reported after the 5-day window may incur replacement charges.

Shortages

  • Any discrepancies between delivered items and the BOL must be noted at delivery.

  • Shortages must be reported within 5 business days.

  • Reports submitted after this period may incur additional costs.

Pricing & Promotions

  • All pricing is subject to change without notice.

  • Pricing errors may be corrected; customers will be given the option to cancel.

  • Installation pricing is separate and not eligible for discounts.

  • Only one promotion may be applied per order.

  • Quotes are valid for 30 days unless stated otherwise.

  • Website calculators provide estimates only, not final pricing.

Locked-In Pricing

Locked pricing applies only if:

  • Project scope and design remain unchanged

  • A deposit is paid and the order proceeds within 6 months

After 6 months, pricing may increase by 1% per month or be adjusted to current pricing, whichever is lower.

Orders open longer than 24 months may be repriced.

Celn reserves the right to reprice or cancel orders if material costs increase by 25% or more.

Payment Terms

Payment terms are agreed upon prior to deposit and reflected in your quote.

Accepted Payment Methods

  • Credit card (max $20,000 per order)

  • ACH transfer

  • Check

  • Wire transfer

Balances exceeding credit card limits must be paid via ACH, check, or wire.

Authorization & Late Payments

By providing payment details, you authorize Celn to process payments according to agreed terms.

Late balances may incur 1% monthly interest (12% annually).

Collection costs, including legal fees, may be charged if enforcement is required.

Design & Engineering Approval

All custom products must be reviewed and approved before production.

Celn is not responsible for missing or additional parts not included in the approved scope or subsequent change orders.

Customer-Supplied Measurements

For custom products, the customer is responsible for providing accurate measurements and identifying all site conditions and obstructions.

If Celn provides measurement services, accuracy is ensured only if:

  • Full site access is provided

  • All framing is complete

  • Conditions remain unchanged after measurement

Additional visits may incur extra charges.

Print Approval Process

  • Includes up to 2 revisions

  • Final signed approval is required before production

  • Additional revisions may be billed at $150/hour

Production & Lead Times

All lead times are estimates only and exclude shipping transit time.

Celn is not responsible for delays caused by site readiness, shipping carriers, weather, or labor shortages.

Shipping

  • Storage beyond 5 business days may incur up to $100/day

  • Freight is curbside delivery only

  • Re-consignment fees apply if delivery address changes

  • Missed deliveries may result in storage and re-delivery fees

Manufacturing Errors

Errors must be reported within 90 days, with photos.

Celn may remake affected items but does not issue refunds for custom products.

Reinstallation costs are not covered unless installation was purchased through Celn.

Returns

Due to their custom nature, most products are non-returnable, including:

  • Wood

  • Glass

  • Custom metal components

Eligible stock metal items may be returned within 180 days, subject to:

  • 25% restocking fee

  • Approved Return Authorization

  • Customer-paid shipping

Environmental & Material Guidelines

Coastal & Exterior Use

Special material requirements apply within 5 miles of saltwater environments.

Failure to follow material recommendations may void warranty.

Wood Products

Wood products must be stored and installed in controlled temperature (60–80°F) and humidity (30–50% RH) environments.

Failure to comply voids warranty.

Care & Maintenance

Customers are responsible for routine care of glass, metal, and wood products.

Improper maintenance, misuse, or installation voids warranty coverage.

Binding Agreement

All signed documents—digital or physical—are legally binding and enforceable.

Governing Law

These policies are governed by the laws of the United States, and any legal action shall be brought in the appropriate jurisdiction designated by Celn.