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Stairs Safety

Order Cancellation Policy

Last Updated: 24-09-2026

At Stairs Safety, we process and dispatch orders as quickly as possible. This policy explains how cancellations are handled at each stage of your order.

1. Cancellation Before Dispatch

If you wish to cancel, please contact us as soon as possible.

  • Eligibility: Orders can be cancelled for a full refund if they have not yet been dispatched.
  • How to Cancel: Call +441143609100 or email sales@stairssafety.co.uk with your order number.
  • Refunds: Approved cancellations are refunded within 2 business days to your original payment method.

2. Cancellation After Dispatch

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

  • Procedure: Please accept the delivery and then follow our Return & Refund Policy.
  • Return Shipping: 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 Consumer Contracts Regulations 2013, you have a legal right to cancel your order:

  • Notice Period: You have 14 days from the date of delivery to tell us you wish to cancel.
  • Return Period: You then have a further 14 days to return the goods.
  • Condition: Goods should be unused and in their original condition to receive a full refund.

Our voluntary 30-day return window is in addition to these statutory rights.

4. Exceptions: Custom-Made Items

  • Non-Cancellable: Custom-made, made-to-measure, or special-order products cannot be cancelled once production has started.
  • Non-Returnable: These items cannot be returned unless they are faulty or defective.

5. Incorrect Shipping Information

  • Before Dispatch: We can update the address or cancel the order at no extra cost.
  • After Dispatch: If an order is returned to us because of an incorrect address provided by the customer, we will refund the order minus the original £12.00 shipping cost.

6. Contact Information

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

  • Trade Name: Stairs Safety
  • Company Name: Mafson Ltd
  • Address: 58 Ormonde Crescent, Hexthorpe, Doncaster, DN4 0GP, United Kingdom
  • Phone: +441143609100
  • Email: sales@stairssafety.co.uk
  • Business Hours: Monday–Friday, 9:00 am – 4:00 pm (UK time)