We are now shipping in-stock item and providing lead times to new orders

Did something not go as planned? We are here to help!

We're available by phone and email Mon-Fri 9:30am - 6pm ET

Frequently Asked Questions

All assembly and shipping occurs within our 8000sf Brooklyn workshop. 80% of all materials and components are sourced within 250 miles of New York City. We maintain inventory of many of our products and can typically be filled immediately. Expect in-stock orders to arrive within 5-10 business days via UPS Ground or common carrier.
LEDs can last 20 years and gradually become less bright with time and use. To ensure you'll get the most use out of your RBW product, we suggest buying replacement LEDs at the time of purchase to ensure compatibility. You can purchase replacement parts and LED boards through our parts store. Our fixtures are designed and built to allow for the exchange of LED boards with relative ease assuming a base knowledge of electrical wiring.
We operate on a standard lead time ranging from 2-6 weeks depending on where we are in the production schedule. We will do our best to inform you of your lead time at time of order.
Cancellations must be made within 7 days of confirmation of order. Cancellations of a custom order must be made within 2 days of confirmation of order. No cancellations will be accepted after the above grace periods. No cancellations will be accepted on rush orders.
We often customize our products to suit customer needs - known to us as a modification. Typically modifications incur a charge equal to 30% of the value of the standard item. Our lead time for modified orders typically adds an additional 2-4 weeks.

Please examine condition of cartons before signing delivery receipts: Our products are thoroughly inspected and carefully packed before leaving our facility. Should you receive products in a damaged condition apparent or concealed, claims for damage must be made writing within 10 days of receipt of goods. If damage has occurred in shipping all packaging must be retained by receiver. Photos of each side of the box including shipping label is required. Failure to do so may invalidate any claim.

Apparent Damage: Should visual inspection upon the receipt of a shipment show damage, it must be noted on the delivery receipt and signed by both you and the driver. Failure to do so will result in the carrier refusing to honor your claim. Retain all packing materials and notify carrier within immediately that you wish an inspection report made.

Concealed Damage: When damage is not apparent until the product is unpacked, then a claim for concealed damages must be made immediately. Retain all packing materials and notify carrier that you wish an inspection report made so you can proceed to make claim against carrier.

We are required to charge sales tax on the merchandise & shipping total for items shipped to New York, Georgia, New Jersey, California, Illinois, Pennsylvania, Texas, Washington, Florida, and Massachusetts addresses unless a valid resale certificate is presented at time of order.

See here for more info. 

For dusting and light cleaning of hard surfaces use a soft, damp cloth. Gently wipe the surface then immediately use a dry cloth to wipe the surface again. Do not use abrasive or acidic household cleaning products. For the best maintenance of the product, protect it against sunlight and heat, and try to keep it away from moisture, grease and dirt.

There are no returns accepted on sale, clearance, discontinued products, custom orders or DE-IV or DE-VII lamps. You may return your purchase within 10 calendar days of receiving the item. Returns require prior authorization (in the form of a RA# number) which can be requested by e-mailing orders@richbrilliantwilling.com and items must be received by us within 14 calendar days from when we issue the RA# or you will not receive any credit for your return. Rich Brilliant Willing (RBW) does not offer refunds.

The product must be uninstalled and in its original packaging. A credit will be issued less a 25% restocking fee and shipping charges. Any discounts applied to your original order may be deducted from your return credit, with a minimum deduction of $25. Please be sure to ship your item by insured, traceable mail. This service is offered by UPS, USPS, and other carriers. We highly recommend you insure your parcel and adequately protect it during shipment. The customer is responsible for damaged or lost products during return shipment.

RBW warrants that the Products shall be free from defects in workmanship or materials. This warranty excludes drivers, which are covered by their manufacturers’ own warranties, and RBW makes no warranty with respect to, or accepts any responsibility related to, those components. For a period of two years following the date of delivery of each Product, RBW, at its sole cost and expense, shall repair or replace any Product which is defective in workmanship or materials without cost to the Customer, or, at RBW’s discretion, make a price adjustment to such Product. RBW reserves the right to determine the most appropriate manner to fulfill this warranty, in its sole discretion. RBW is not obligated to pay any charge back for labor or other costs incurred in the absence of RBW’s advance written approval. This warranty does not cover any damage caused by accident or misuse occurring after such Product is delivered including, without limitation, improper installation. Except as expressly herein stated, RBW shall not be liable for any damages, including but not limited to incidental, consequential, special or exemplary damages (even if RBW has been advised of the possibility of such damages, and notwithstanding the failure of essential purpose of any limited remedy), or for the breach of any warranty, express or implied, whether of merchantability or fitness for any purpose or otherwise, any implied warranties arising from a course of dealing or course of performance, or for any other obligation or liability on account of the products covered by this agreement. Except as expressly herein stated, rbw does not make, and hereby specifically disclaims, any representations or warranties, express or implied, including any implied warranty of merchantability or fitness for a particular purpose, any implied warranties arising from a course of dealing or course of performance. Customer will not purport to make any warranty on behalf of RBW that is more extensive than the warranty contained in this agreement.