Returns Policy
Under the Consumer Rights Act 2015 and Consumer Contract Regulations, the Consumer will not have the right to cancel the contract for the supply of goods or services the price of which is dependent on fluctuations in the financial market which cannot be controlled by the supplier, or if the products have been made to your order – both of which apply to all the products on this website. This legislation does not cover commercial sales between businesses.
We do not accept returns of unwanted goods other than goods that are damaged in transit or have manufacturing faults which have been confirmed to us. The staircases and accessories on this website are made to order and are put into production as soon as the order is confirmed and, because of this, they will incur a 100% cancellation charge. Should we agree to accept a return for any reason other than damaged or faulty goods, it will be at the customer’s expense, unused and in the original packing.
Please follow the delivery checklist below to ensure that any missing or damaged items can be reported to us as soon as possible. It is important that we are informed of any such items within two working days so that we can discuss this with the manufacturer and/or the delivery company to resolve any issue as soon as possible.
Delivery checklist
- Please ensure you are present on the agreed day of delivery.
- Check the outer packaging for any damage. If any is visible, please make sure that you sign for the consignment ‘damaged packaging’ and inspect the goods inside straight away. If possible, take a photo of the damaged consignment.
- Regardless of whether you are installing the stair straight away or later, it your responsibility to check the staircase upon delivery and inform us or any damaged or missing parts.
- If goods are lost or damaged in transit, please inform us within two working days. We will, of course, arrange to replace any damaged parts or supply missing elements providing the above conditions have been met.
We will replace items if they are defective or damaged in transit. Please send us an email at info@designerstairs.co.uk as soon as possible and we will arrange any necessary exchanges with advice from the manufacturer.
Need help?
Contact us at info@designerstairs.co.uk for questions related to refunds and exchanges.