Return and refund policy

At StairsNosingUK.uk, we are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, we are here to help.

Please read our Returns & Refund Policy carefully before requesting a return.

Return Eligibility

We accept returns on eligible products purchased through our website, subject to the conditions outlined below.

Damaged or Faulty Items

If your item arrives damaged, defective, or faulty, you must notify us within 24 hours of delivery.

To help us process your claim quickly, please provide:

  • Your order number
  • A description of the issue
  • Clear photographs showing the damage or fault

Failure to report damaged items within 24 hours may affect our ability to process your claim.

Change of Mind Returns

If you wish to return an item because you have changed your mind or ordered the wrong product, you must contact us within 14 days of receiving your order.

Returned items must be:

  • Unused
  • Uninstalled
  • In their original packaging
  • In resalable condition

We reserve the right to refuse returns that do not meet these conditions.

Refund Processing Time

Once your returned item has been received and inspected, we will notify you regarding the approval of your refund.

Approved refunds will be processed within 30 days from the date the returned goods are received and inspected.

Refunds will be issued using the original payment method used during checkout.

Return Shipping Costs

Unless an item is faulty, damaged, or incorrectly supplied, return shipping costs are the responsibility of the customer.

Customers are responsible for ensuring returned items arrive safely.

We recommend using a tracked delivery service for all returns.

Non-Refundable Costs

Please note that original delivery charges and shipping costs are non-refundable except where:

  • The item is faulty
  • The item is damaged upon arrival
  • We have supplied the wrong product

Special Order & Custom Products

The following products are non-returnable unless faulty or damaged:

  • Custom-made products
  • Made-to-order items
  • Cut-to-size products
  • Drilled stair nosings
  • Modified or altered products
  • Special order items

As these products are manufactured or altered specifically to customer requirements, they cannot be resold.

Incorrect Orders

If you have ordered the wrong product or changed your mind after purchase:

  • Return postage costs will be your responsibility.
  • Products must be returned unused and in their original condition.
  • Delivery charges are non-refundable.

Inspection of Returned Goods

All returned items will be inspected upon arrival.

If returned products show signs of:

  • Installation
  • Damage caused by misuse
  • Missing parts
  • Missing packaging

We may reduce the refund amount or reject the refund request.

Cancellation Rights

Under the Consumer Contracts Regulations 2013, customers may have the right to cancel eligible orders within 14 days of receiving goods.

This right does not apply to:

  • Bespoke products
  • Custom-cut items
  • Made-to-order products
  • Personalized goods

How to Request a Return

To request a return, please contact our customer service team with:

  • Full Name
  • Order Number
  • Reason for Return
  • Supporting photographs (if applicable)

We will provide return instructions and further guidance.

Contact Information

StairsNosingUK.uk

Address:
55, Queens Park Court, Ilbert Street, London, W10 4QB United Kingdom

Email:
sales@stairsnosinguk.uk

Phone:
07452792733

We appreciate your business and thank you for choosing StairsNosingUK.uk. Our team is committed to providing excellent products and customer support throughout your shopping experience.