Ensuring your total satisfaction…
If for any reason you are unhappy with the products that you have purchased or have simply changed your mind, you can return them back to us for a refund. The item must be returned in its original, saleable condition and original packaging. The refund will be for the cost of the goods only, delivery costs (if charged) will not be refunded.
The return of unwanted items is the responsibility of the customer. This means we hold no responsibility in arranging the collection of the goods. To help you find a suitable courier for your return you could look at https://www.parcel2go.com or alternatively https://www.parcelmonkey.co.uk.
We will only accept returns sent back to us within 30 days of receiving the order. All returned items must be packaged appropriately in the original packaging. Inside the package we request you include details of your name, order number, list of items which are being returned and the reason for return.
If this information is not included within the package it could delay the refund process. The refund will only be made to the person named on the original order, by the original payment method. Items modified in any way will not be refunded. Returns will be accessed and refunded within 10 working days from safe receipt at our factory.
We will not refund any returned items made to your own individual specification using our bespoke or stair builder service.
Any faulty or incorrect items will be replaced. Please send an email, along with images to firstname.lastname@example.org detailing the defect or incorrect item. We will make every effort to replace items as quickly as possible. Damages must be notified within 48 hours of delivery.
The Company shall not be liable in any way for any direct or indirect loss, damage or expenses (including but not limited to loss of profits and liability to third parties) suffered or incurred due to faulted or incorrect product issues. It is essential any issues are notified and rectified prior to starting installation.
Our drop ship partners (Richard Burbidge and JB Kind) have different terms and conditions. Please see the relevant details for these services, available on each drop ship product page.
Staircase orders supplied via our Staircase Division also have additional terms and conditions, these are issued via email with your original quotation.