Returns & Refunds Policy – TimberStaircases.com
1. Overview
At TimberStaircases.com, we take pride in the quality and craftsmanship of our timber staircases and accessories. Due to the bespoke nature of our products, returns and refunds are managed in accordance with the Terms & Conditions on our site. Customers should read this policy carefully before placing an order.
2. Bespoke Staircases
All bespoke staircases and made-to-measure staircase orders are non-returnable and non-refundable once the order has been accepted and manufacture has commenced. This reflects the bespoke nature of the goods and aligns with our Terms & Conditions.
By placing an order, the customer accepts responsibility and acknowledges that the staircase has been designed specifically for them.
Cancellation of bespoke staircase orders after acceptance and production will not be eligible for a refund.
3. Cancellation of Orders
Before production begins, customers may cancel their order subject to the following:
Custom Staircases: Cancellation requests must be made before manufacture begins.
Standard Items & Stair Parts: Cancellation requires at least 24 hours’ notice before manufacture or dispatch.
An administration fee may be charged to cover costs associated with processing order cancellations.
Cancellation requests must be provided in writing via email to sales@timberstaircases.com.
4. Standard & Off-the-Shelf Products
For non-bespoke products that are stocked and sold via our online shop:
If goods are faulty, damaged, or not as described, you may be eligible for a return or replacement once inspected and approved.
Customers must contact us within 3 days of delivery to report any issues.
All returns must be authorised before being sent back to us.
You may be asked to provide photographs or other evidence of the defect or issue before a return is accepted.
5. Delivery & Inspection
Upon delivery, the customer is responsible for inspecting the goods:
All staircase components should be inspected immediately on delivery.
Any damage, defect, shortfall, or discrepancy must be notified to us within 3 days of delivery.
Failure to notify us within this timeframe may result in the goods being deemed accepted and free from defect.
6. Faulty Goods & Remedies
If goods are found to be faulty and accepted in writing for return:
We will repair, replace, or refund the item at our discretion.
If a replacement or repair is offered, we will inform the customer of any reasonable timelines involved.
Refunds (where applicable) will be issued to the original method of payment once a return has been authorised and goods received in agreed condition.
7. How to Submit a Return Request
To request a return or report an issue:
Email: sales@timberstaircases.com
Include: Order number, product item(s), description of reason for return/issue, and photos where applicable.
We will respond with authorisation and steps for return or resolution.
8. Important Notes
This policy operates in conjunction with our full Terms & Conditions which can be viewed at:
https://www.timberstaircases.com/terms-conditions/.Your statutory rights as a consumer are not affected by this policy.
Bespoke and made-to-measure staircase products are treated as custom goods under UK consumer law and are therefore non-returnable once manufactured.
