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Delivery

We offer Free Delivery on all orders (excluding JB Kind and Staircase orders) in England, Lowlands of Scotland, and Wales.

A £80.00 (+VAT) charge will apply to locations such as Channel Islands, Isle of Man, Northern Ireland, Scottish Isles and Highlands etc.

You will receive an email from Stairparts Direct containing details of your order, this is your order confirmation.
Once your order is processed you will receive an estimated dispatch date, please note this is an estimate and we will do our best to reach this or improve on it, if possible.

You will receive a further email from us, on the day of dispatch, confirming your goods are on their way. Goods are dispatched on an overnight service (within our standard area) and a 2-5 day service for other areas.

During Covid we have experienced increased delivery times from time to time and would like to thank our customers for their patience during these difficult times. Delays can be expected, please allow up to an additional 5 working days for delivery in these circumstances.

We advise you not to book fitters or tradesmen until your goods have arrived and have been checked by you.

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 by the buyer as a consequence of any delay in despatch or delivery.

When you receive your delivery, please make sure that all your parcels are present, intact and in good condition before signing to accept the delivery. We cannot replace items or parcels that are missing if you have signed for them. Please check all items are correct, any discrepancies must be notified within 48 hours.

Please also make sure that you date and time the delivery ticket or drivers’ paperwork. If you are unsure about any item, please sign for it damaged and notify us as soon as possible but no later than 48 hours from receipt of goods to report any damage. Any item(s) that have not been signed for as damaged on arrival will not be replaced.

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.

Any faulty or incorrect items will be replaced. Please send an email, along with images, to customerservice@stairpartsdirect.co.uk 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.

Returns

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 as delivery is free.

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 checked 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 customerservice@stairpartsdirect.co.uk 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.

Guarantee

Our high quality products come with a 30-day money back guarantee for unused items.

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