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Terms & Conditions

Timbers

Stair parts and balustrading in our turned and traditional ranges are made from one piece or laminated timbers. These items are still referred to as solids. On occasions solid timbers are laminated, in as few pieces as possible to achieve the size required eliminating internal shake. This means that they are made from more than one piece of solid timber. This does not affect the quality of the item you are purchasing, and we try to colour match to the best of our ability. This is standard practice and necessary for larger sections. As a result, there may be colour and/or grain variations within the finished piece.

We try to purchase one-piece solid pine 90 x 90mm whenever possible, however due to current shortages in timber we also purchase laminated timber. Working with laminated timber is normal practice in the timber trade and does not affect the strength or integrity of product; however, there may be variations of colour or grain pattern within the finished piece.

Our oak plain square and chamfered posts are manufactured from engineered oak. Engineered Oak has an oak core and solid oak wrap. This does not affect the integrity of the post, engineered oak is extremely stable. The mitred solid oak wrap reduces the chance of colour variations within the finished piece.

Handrails and baserails are shown as either engineered or solid on each product page. The engineered rails could be either laminated, wrapped and/or finger jointed in the length. Engineered rails are extremely stable and less likely to bow. The solid rails are a one piece solid and will display natural characteristics.

Oak staircases purchased through our Stair Builder are manufactured with engineered oak strings. Engineered strings do not alter the strength or integrity of the staircase. Solid oak trims are available to purchase through the Trims and Accessories page on our site, if required. Solid oak strings can also be supplied, please ask for this at quotation stage.

It is important to remember that timber is a natural product and will display natural characteristics, i.e., small live knots, varied grain patterns and natural colour variations. Every piece is different. We do not consider natural characteristics to be faults and will not offer an exchange for these reasons.

Shopping

Making a purchase could not be easier. Simply browse our store, find a design you like, choose your required timber, size and product specification then add it to the shopping basket. After you have finished your selections, click on ‘Checkout’ and you will be asked for a few details that we need to be able to complete the order.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing or we are no longer able to supply a particular product for any reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

By placing an order either on our website or over the telephone with one of our staff, you are offering to purchase a product(s) on and subject to the following terms and conditions.

All orders are subject to availability and confirmation of the order price.

Dispatch times may vary according to availability and subject to any delays resulting from delivery delays or force majeure for which we will not be responsible. 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, delivery, or product issue.

Orders placed over the phone are the responsibility of the customer, please thoroughly check your order confirmation and inform us immediately if anything is incorrect. We will not accept responsibility for errors in ordering, the cost of rectifying errors not notified prior to manufacturing or dispatch will be borne by the customer.

Changes can be made to your order prior to being dispatched – standard products only. Once an order is dispatched it cannot be changed or re-routed. The cost of returns or redelivery is the customers responsibility.

If for any reason your order payment is flagged for fraud screening you will be contacted by ourselves to supply confirmation of identity, prior to your order being manufactured/dispatched. We reserve the right to cancel any orders if we are not satisfied that we are supplying goods to the card or account holder. We thank our customers in advance for their cooperation in this matter.

VAT

All prices are stated net of VAT. At checkout VAT will be charged at the prevailing rate, currently 20%.

Delivery

Delivery Periods

Delivery periods depend upon the products you order. We prepare each order individually. This takes approximately 48 hours, depending on the size and make-up of the order. We aim to deliver in stock standard items within 5 working days. If any part of your order is not in stock, we will advise you as soon as we can. The whole order will be held to be dispatched together, unless otherwise agreed.

Larger sections and bespoke items are manufactured to order, we aim to dispatch these in approximately 14 days. Rest assured that we work to strict deadlines and endeavour to adhere to all quoted delivery dates. You will be contacted with an expected dispatch date and have the option to cancel your order if you would rather not wait.

We offer Free Delivery on all stairparts 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, it is essential you check this thoroughly.

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.

An additional carriage charge will be levied if a delivery is attempted but no one is there to receive it. The carriers will attempt to deliver then return the goods to us. You will have to pay to have the goods delivered again. If you request for your goods to be left in a safe place or with a neighbour, this is at your risk. We advise you not to book fitters or tradesmen until your goods have arrived and have been checked.

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. Any item(s) that have not been signed for as damaged on arrival will not be replaced.

Timber is a natural product and therefore prone to movement, splitting, shrinkage and swelling etc, in varying conditions. We advise that all products should be allowed to settle in the property for two weeks prior to installation. It is essential products are stored flat to avoid bowing. Any issues will be dealt with quickly. Installation should not be started until issues have been rectified. We will not be responsible for any third-party costs arising from items affected by natural issues associated with our products.

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.

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.

Guarantee

All of our products are of high quality and come with a 30-day money back guarantee for unused items.

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.

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