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Terms & Conditions


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, due to timber shortages and also a must 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 typically very stable. Dependant on stock availability, oak plain square and chamfered spindles are supplied as a two part solid, with or without an eased edge. If solids are preferable please contact us before ordering.

Handrails and baserails are shown as either engineered or solid on each product page. The engineered rails could be either wrapped, veneered and/or finger jointed in the length. Engineered rails are typically very stable. Solid rails are either made from a single piece timber or laminated timber. Handrails and baserails can be susceptible to bowing along the length of the piece. In all cases, we strive to ensure there is negligible effect once installed correctly.

White primed components are available from stock, these can be found in our White Primed section. We also offer the service to white prime to order, this is a bespoke service and products ordered this way are non-refundable. Please note, white primed items have a factory finish and are not intended to be used as a fully finished product. We recommend the items are sanded and painted, to your desired finish, following installation.

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.

As part of our quality assurance methods, we on occasion use wood repair products to achieve the best finish possible. Our timber products therefore may have knots, voids or other variations that have been repaired as a result.

We recommend that all stairparts supplied in raw timber are sealed with protective paint or varnish to avoid exposure to extreme environmental conditions. Timber will absorb moisture in damp conditions or dry out further in extreme heat and we will not be held liable for damage caused by exposure to such conditions.


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.


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


Delivery Periods

Delivery periods depend upon the products you order. We prepare each order individually. This takes approximately 24-48 hours, depending on the size and make-up of the order. 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 timbers (i.e. 115mm-140mm newel posts/caps or 45mm-55mm spindles) and bespoke items are manufactured to order. We aim to dispatch these in approximately 10 working days, if not sooner. Rest assured that we work to strict deadlines and endeavour to dispatch orders as soon as possible. If your order is time pressured, please contact the office; if we can help we will.

We offer various delivery options on all stairparts orders (excluding Richard Burbidge, JB Kind and Staircase orders) in England, Lowlands of Scotland, and Wales. Orders specified for express delivery (dispatched in 1-2 days) or standard delivery (dispatched in 3 – 4 days) must be received by 10am. Please note, occasionally items can be misrouted within the carrier services, causing slight delays in delivery, this is out of our control. We will not accept liability for delays of this nature.

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 depending on your delivery option selected at checkout (within our standard area). Please add an additional 2-5 day service for other areas such as Channel Islands, Isle of Man, Northern Ireland, Scottish Isles and Highlands etc.

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.

If the carriers attempt delivery and no one is there to receive the goods, then the goods will be returned to ourselves. An additional carriage charge will be required to be paid for any further delivery attempts. 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 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.

If any products are faulty or incorrect, please notify us as soon as possible and within 48 hours of delivery. 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 or exchange items as quickly as possible.

Issues must be notified within 48 hours of delivery for us to be able to replace the faulty or incorrect items. The products must not be used or modified in any way while we investigate any issues, otherwise we will not be able to offer replacements for the goods. Faulty or incorrect goods must not be disposed of unless authorised by ourselves to do so. If authorised to dispose of goods, it is your responsibility for the safe disposal of those items. If a faulty product is no longer available, we reserve the right to offer alternative products as replacement, or a refund in this case. We cannot guarantee any replacements to be an exact match.

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 faulty 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.


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


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 and any additional delivery charges incurred at checkout 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 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, stair builder or white priming service.

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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