Terms and Conditions

Pricing and Payment

Unless stated otherwise, all prices quoted for goods are for supply only, ex works, and are ex Vat. We do not offer a fitting service.

Cash or Personal Cheque with Bankers Card, all major Credit/Debit Cards, Bankers Draft or BACS Transfer are all acceptable methods of payment. Our Terms are payment in full at point of order, or deposit at point of order with the balance fully cleared before delivery, by prior agreement. For larger trade customers we may offer a 30 day account, payable by the last day of the month, following the month in which the delivery was made.

We reserve the right to terminate any credit agreements following late payment, and shall insist on future cash transactions only. Consequently, all bookings and/or transactions and agreements entered into will cease with immediate effect until such time as any and all outstanding monies are recovered in full.

All goods remain the property of the Company until paid for in full. Monies that remain outstanding by the due date will incur late payment interest at the rate of 2% above the prevailing Bank of England’s base rate on the outstanding balance until such time as the balance is paid in full and final settlement. We reserve the right to seek recovery of any monies remaining unpaid sixty days from the date of invoice via collection agencies and/or through the Small Claims Court in the event that the outstanding balance does not exceed £3000. In such circumstances, you shall be liable for any and all additional administrative and/or court costs.

Returned cheques will incur a £25 charge to cover banking fees.

We reserve the right to revise our prices at any time without prior notice in line with changes in costs of materials, services or labour, along with fluctuation is currency exchange rates affecting the cost of imported materials.

All quotes are valid for 3 months from date of issue.

Delivery – How will the goods arrive?

We have our own fleet of long wheel base vans. All of our deliveries are classed as kerbside only. The delivery will be made by one driver only, so you will need to make sure you have sufficient manpower available to move the products you have ordered. There is a two man delivery service available at an additional charge, however we are unable to enter your property due to insurance purposes. The delivery driver is ultimately responsible for where they can sensibly offload. The driver’s decision is final when deciding what is a safe unload and/or delivery. Please inform us when ordering if there are likely to be any problems when delivering. You will be provided with a time window (usually 3 hours) for your delivery, this is our best estimate and we can not take responsibility for delays due to traffic or weather conditions.

It is your responsibility to ensure all materials are on site in good condition and complete prior to commencement of your project. We shall not be liable for any costs due to delays, aborted or additional site labour costs, loss of earnings, or other unforeseeable charges. We therefore advise that you DO NOT organise tradesmen for installation until you are satisfied that all items are on site and in good condition. Any damage or missing parts must be reported within 48hrs of delivery, otherwise they may be chargeable.

Unless stated otherwise, the staircase will be supplied “Part Assembled” which denotes that straight runs of usually 2 or more treads will be assembled, with any balustrade and newel posts removed for ease of transportation and fitting. Any turns on the staircase will always be send loose.

Please make sure that you do not glue the handrail in place until the glass is fitted, when using our Embedded system. The glass cannot be fitted with the handrail glued in place. Newel Posts will need to be notched over trimmers on site to suit. Half Landings are not supplied by Stairbox unless specifically requested, where will can supply loose tongue and grooved boards at an additional cost, for site fitting by others. Any aborted deliveries on the day of delivery will be charged for in full.

We can only make deliveries to mainland UK.

Cancellation Policy

All staircases and/or glass balustrades whether ordered either online via our StairBuilder, GlassBuilder or Loft staircase design programs, over the telephone or in person are made to order and completely bespoke, and therefore are non-refundable.

Both the Client and ourselves have the right to terminate any service agreement for any reason, including the ending of services that are already underway. No refunds shall be offered, where a service is deemed to have begun and is, for all intents and purposes, underway. Any monies that have been paid to us which constitute payment in respect of the provision of unused services, shall be refunded.

Other items have a minimum 48 hours notice of cancellation required. We reserve the right to levy a £30 charge to cover any subsequent administrative expenses.

Refunds will be issued for any returned parts, once inspected and found to be in good resalable condition. We reserve the right to apply a 20% restocking charge to cover associated costs. Arrangements and costs for the return of goods to our registered office will need to be met by the Client.

Please see the separate Stairbox Returns Policy for full details and steps to follow for our returns process.


All items are subject to availability. Unless otherwise stated, the services featured on this website are only available within the United Kingdom, or in relation to postings from the United Kingdom. All advertising is intended solely for the United Kingdom market. You are solely responsible for evaluating the fitness for a particular purpose of any product.


Where applicable, you will provide us with the necessary site measured sizes required in order to manufacture your staircase. We will issue a working drawing which You will need to confirm your agreement to the commencement of manufacture based on this specification, layout and design.

Need help?

If things aren’t quite fitting together as you would expect, just pick up the phone and speak to our team of experts who will be pleased to help you out. Please do not cut or modify any components, as your staircase is CAD designed and manufactured using the latest CNC technology, so it is likely to be an issue that we can resolve over the phone.

Complaints Procedure

If anything is wrong with your staircase which is our fault, we will do everything in our power to put it right.

Should you wish to raise a complaint, you should in the first instance make contact with the dedicated Stairbox Project Manager who has looked after your order. If you placed your order online, you can speak to any of our team over the phone, or you can email hello@stairbox.com.


The quality of finish will be consistent with industry recognised standards in the trade.

We use engineered timber to improve the product, which is made up of smaller sections and lengths laminated together. Not only does this provide a more stable product which is far less likely to to twist, split or warp, it is also more environmentally sustainable.

The finished goods may vary in shade and grain as timber is a natural material. Naturally occurring features from the tree’s growing process may also be present, such as knots and Medullary Rays, which add to the timber’s beauty.

Medullary Rays run perpendicular to annual growth rings and carry sap towards the pith (centre) of the tree. Far from being defects, these “Tiger Stripes”, as they are sometimes known, are a sought after characteristic when selecting stock for furniture making, and show that the timber has been taken from the most expensive “Quarter Sawn” cut, which is far greater in strength and is of the highest quality.

While we do our best to ensure that the product is as consistent as possible, we cannot offer any guarantee on colour match. Images on our website, brochure and other promotional material are for illustrative purposes only.

Any damage or missing parts must be reported within 48hrs of delivery, otherwise they may be chargeable. We will not be liable for any defects due to inappropriate storage, neglect, damage caused by a third party or installation other than that which is recommended in our Fitting Guide.

All external strings are assumed to be against walls unless shown with balustrade. If this is not the case, please make us aware so that we can select the best timber for your requirements and ensure that the product is finished accordingly.

We reserve the right to change the specification of goods without prior notice, in order to continually improve the product that we offer.

Using the StairBuilder Design Tool

All staircases are manufactured to the sizes you provided. By placing an order using our StairBuilder tool we can accept no responsibility for inaccuracies in sizes provided by you, the customer. If you are struggling we strongly suggest calling us for help and advice.

Flights may swell and spread by up to 10mm.

All dimensions are shown in plan view, with tread 1 being at the bottom.

Width is measured over strings and does not include the newel post.

All dimensions and details our the drawing must be checked on site prior to confirming order.

The handing of the flight will be made as per our drawing, unless stated otherwise.

Headroom must be checked on site to ensure that you have a clear 2000mm. If you are struggling to calculate this please give us a call and we will be happy to help. We’ll also make sure you don’t have any issues with finger traps.

We recommend that our products are fitting by an experienced qualified professional.

Please make sure that you do not glue the handrail in place until the glass is fitted, when using our Embedded system. The glass cannot be fitted with the handrail glued in place.

Using the GlassBuilder Design Tool

All glass is cut exactly to the sizes you provided. By placing an order using our GlassBuilder tool we can accept no responsibility for inaccuracies in sizes or angles provided by you, the customer. We accept no responsibilities for angles taken using the smart phone angle finder, which should be used for guidance only. It is your responsibility to check the accuracies of the angles given. If you are struggling we strongly suggest calling us for help and advice.

Please make sure that you do not glue the handrail in place until the glass is fitted, when using our Embedded system. The glass cannot be fitted with the handrail glued in place.

Website Usage

Redistribution or republication of any part of this site or its content is prohibited, including such by framing or other similar or any other means, without the express written consent of the Company. The Company does not warrant that the service from this site will be uninterrupted, timely or error free, although it is provided to the best ability. By using this service you thereby indemnify this Company, its employees, agents and affiliates against any loss or damage, in whatever manner, howsoever caused.

The information on this website is provided on an “as is” basis. To the fullest extent permitted by law, this Company:

This websites content is for your information and is subject to change without notice.

StairBox do not provide and warranty or guarantee as to the accuracy, suitability, completeness, or performance of the information which is provided on this website. By using this site, you acknowledge that such information may contain inaccuracies. We expressly exclude liability for any such errors or inaccuracies to the fullest extent permitted by law.

Using information from this website is at your own risk, and it shall be your responsibility to ensure that any products or information available through this website meet your specific requirements.

The content on this website is owned by us. This includes, but is not limited to, the design, layout, look, appearance, graphics, software (StairBuilder), and content. Reproduction is strictly prohibited. Unauthorised use or reproduction of this website may give to a claim for damages and/or be a criminal offence.