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Stairs Safety

Order Cancellation Policy

Last Updated: 29-01-2026

At Stairs Safety, we aim to process and dispatch orders as quickly as possible. This policy explains how order cancellations are handled and what to expect depending on the stage of your order.

1. Cancellation Before Dispatch

If you wish to cancel your order, please contact us immediately.

  • Eligibility: Orders may be cancelled for a full refund, provided they have not yet been dispatched.
  • Action Required: Contact our customer support team at 01302315254 or contact@stairssafety.co.uk and quote your order number.
  • Refunds: Approved cancellations are processed within 2 business days back to your original payment method.

2. Cancellation After Dispatch

Once an order has been dispatched, it cannot be stopped in transit.

  • Procedure: You must accept delivery and then follow our Return & Refund Policy.
  • Remorse Returns: For change-of-mind cancellations after dispatch, the actual cost of return shipping is the customer’s responsibility.
  • Condition: Items must be returned in New condition and in their original packaging.

3. Statutory Right to Cancel (UK Law)

Under the UK Consumer Contracts Regulations, you have a statutory right to cancel your order:

  • Timeframe: You have 14 days from the date of delivery to notify us of your intent to cancel.
  • Return Window: Following notification, you have a further 14 days to return the goods (totalling our standard 30-day return window).
  • Condition: Goods must be unused and in original condition to receive a full refund.

4. Exceptions: Custom-Made Items

  • Non-Cancellable: Orders for custom-made, made-to-measure, or special-order products cannot be cancelled once production has started.
  • Non-Returnable: These items are not eligible for return unless they are found to be faulty or defective.

5. Incorrect Shipping Information

  • Before Dispatch: We can update or cancel the order at no additional cost.
  • After Dispatch: If an order is returned to us due to an incorrect address provided by the customer, a refund will be issued minus the original shipping cost.

6. Contact Information

For all cancellation requests, please contact us during our business hours:

Trade Name: Stairs Safety
Company Name: Mafson Ltd
Phone: 01302315254
Email: contact@stairssafety.co.uk
Registered Address: 58 Ormonde Crescent, Hexthorpe, DN4 0GP, Doncaster, United Kingdom
Business Hours: Monday – Friday, 9:00 AM – 4:00 PM GMT