We request that you inspect items for damage or missing parts before signing for them. If there is any damage present, we recommend that you refuse delivery. Our dispatch team take great care in getting your order picked and packaged but once it leaves our hands we have no control over its handling by the courier. If your item does arrive damaged please let us know so we can arrange a replacement, as refusal of delivery by the courier will not automatically generate a replacement.
Acceptable Items for Return
Please check all measurements before ordering any products made to your specifications (staircases etc), as bespoke items cannot be returned. Standard stocked items are returnable. Refunds will be made dependent on the condition of the items once received back.
The value of the refund will be dependant on the product being in the same condition as when purchased.
How to Return an Item
If you wish to return an item for any reason, please call our team straight away. For any returns, we request that you notify us by email of intention to return the items. You have 60 days after the day of delivery in which to return the goods. You will be issued with a Returns Authorisation Form which we would ask you to print and attached to all packaged items (this way it will enable us to easily identify your items once received back).
Arrangements and costs for the return of goods to our registered office will need to be met by the Client. Should you wish for Stairbox to arrange collection of goods, there will be a minimum charge of £40. Refunds will be issued for any returned parts once inspected and found to be in good resalable condition. If any goods are found to be damaged, we reserve the right to reduce the refund provided, up to the full value of the goods.
Staircase orders will be charged for if cancelled, as these items are completely bespoke. Other items have a minimum 48 hours notice of cancellation required prior to delivery. Notification for instance, in person, via email, or phone will be accepted subject to confirmation in writing. We reserve the right to levy a £60 charge to cover any subsequent administrative expenses.