Returns & Damages

1 Cancellation Rights & Returns and Consumer Rights

1.1 We hope that you will be fully satisfied with your products. If you are not satisfied with your goods for any reason, we are happy to offer a full MONEY BACK GUARANTEE in accordance with the policy below.

1.2 If you live in the United Kingdom you have a legal right to cancel your order after you have received and inspected the goods.

1.3 Should you decide to return the products you must notify us of the cancellation in writing (by post to the address below or by email marked “Returns”) within 7 Working Days of receipt of the goods.

1.4 Returns will incur a restocking charge (standard 20% within 30 days and further 10% after 30 days period) from date of order. Contact our sales team for further information 08456 444 004 or email sales@shawstairs.com

1.5 Please note, following receipt and inspection you are under a legal duty not to use the products and to take care of them. This includes all packaging and labelling. Care must be taken to ensure that the goods remain in the best possible condition. Please take particular care with goods that are easily damaged or require erection or installation. If you need guidance on the best way to inspect any item without damaging it, please contact us.

1.6 You must return the goods to us securely packaged, in the condition which they were received, at your own cost, as soon as possible, with as much of the undamaged original packaging and paper work as possible. If it is not possible to return the goods, you must notify us of a time and date when you will make the goods available for collection by us amd notify sales@shawstairs.com and mark your email “Returns and Collections”. If you require us to collect the goods, we will inform you of our reasonable costs incurred in collecting the goods, and you agree to meet these costs. You must send us a cheque or authorise us in writing to take the money from your account in advance of collection.

1.7 Please note that no statutory cancellation rights apply to products that have been specifically made to your requirements, design or measurements. Goods made to a customer’s specific order or measurements will not be accepted for cancellation or return. This does not affect your statutory rights relating to faulty or miss-described goods. For further information about your statutory rights, contact your local Trading Standards Department or Citizen’s Advice Bureau.

1.8 If you do not return the goods within 21 days of your cancellation notice, we may choose to recover the goods from you, and if we do so, to charge you for the cost of doing so. If, despite sending a cancellation notice, you do not return the goods or fail to make them available for collection within 30 days of your notice of cancellation, you will be deemed to have accepted the goods, at which point a new purchase contract will be made, and if we have already granted a refund, you will be re-charged for your order at the price set out on the web site.

1.9 When you return Goods to us in a condition which indicates that they have been used or attempted to be installed or erected after you have had a reasonable chance to inspect them, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate sums from you.

1.10 Refunds will be processed within 30 days.

2 Returns Policy – damaged or faulty goods

2.1 We hope that you will be fully satisfied with your products and we make every effort to ensure all our goods are of the highest standards. If for any reason you are not satisfied because they are faulty or miss-described, we will be happy to accept a return from you in accordance with the following policy.

2.2 We request that you notify us in writing at the contact address or email us at sales@shawstairs.com to explain your concerns and arrange a suitable collection date. We will confirm the collection date by email and arrange collection of the item. On receipt of the returned item and verification of your concerns, we will issue an internet credit note or exchange the item at your instruction.

2.3 Please include (where possible) with the Goods a copy of your internet invoice, cancellation notice (where applicable) or a written note of your name, address, e-mail address, order number and reason for return. This will speed up the process as we are able to identify the transaction.

2.4 Where we agree that an exchange of goods is appropriate, we reserve the right to charge you our costs for delivering the exchange goods to you. Similarly if goods are returned as un-delivered, and we agree to re-send them to you, you will have to pay the additional delivery costs.

2.5 You are entitled to inspect the goods, and we recommend that you do so thoroughly, however you cannot return good as defective / damaged following the installation or erection of any Goods, unless the defect / damage was not ascertainable until after installation.

3 Damaged goods notification process

3.1 If you should receive an item that is not in perfect condition or was damaged in shipping, please immediately notify by emailing us at sales@shawstairs.com marking your email “Damaged Goods” or calling us on 08456 444 004

3.2 All goods are inspected thoroughly before dispatch, and are deemed to be in a saleable condition upon dispatch.