Last updated: October 4, 2026
This policy covers standard products ordered through the AEL online store, operated by Platinum Finishing Systems, doing business as AEL. Custom and engineered projects are governed by their quotation or sales agreement.
Custom units are final sale
Custom units are final sale and cannot be returned, exchanged or cancelled once production has started. This includes custom sizes, modified units and units built with options or changes made to your order. Custom units are quoted, not sold through online checkout, and are still covered by our Warranty against manufacturer defects.
Cancelling an order
- Before production starts (usually within 2 business days of your order): you can cancel for a full refund.
- After production starts but before shipment: standard products can be cancelled for a refund less a cancellation fee of 10% of the product price or $500, whichever is greater. Custom units cannot be cancelled.
- After shipment: the order is treated as a return.
Returns of standard products
You may return a standard product within 30 days of delivery if it is:
- unused, uninstalled and never loaded with batteries or other contents;
- undamaged, complete and in its original packaging and crating;
- authorized by us first with a return authorization (RMA) number. Returns sent without authorization are refused.
Fees and freight
- A restocking fee of 10% of the product price or $500, whichever is greater, applies to every return that is not caused by our error or a manufacturer defect.
- Freight is non-refundable. The original freight charge is not refunded, and you arrange and pay for return freight to Santa Rosa, California, packed as the product was received.
- If a returned product arrives damaged, used or incomplete, we deduct the cost of repair or replacement parts from the refund, or decline the return.
Damaged, defective or incorrect items
If your order arrives damaged, or we sent the wrong item, note it on the delivery receipt and report it within 5 business days of delivery as described in our Shipping Policy. We will repair, replace or refund it with no restocking fee and no freight charge to you. Defects found later are handled under our Warranty.
Refunds
We inspect returns within 5 business days of receiving them and tell you whether the return is approved. Approved refunds go back to the original payment method within 10 business days. Your bank or card issuer may take more time to post the credit.
How to start a return
Call (888) 502-6695 or use our contact form with your order number, the product, the reason for the return and photos if the item is damaged.
Platinum Finishing Systems dba AEL, 1402 Airport Blvd, Santa Rosa, CA 95403.