Return & Refund Policy

Last updated: 26-01-2026

At Stairs Safety, we want you to be completely satisfied with your purchase. This policy outlines our procedures to ensure a transparent and fair return process.

Return Policy at a Glance

• Return window: 30 days from date of delivery
• Product condition: New only, Unused, original packaging
• Restocking fee: £0 (No restocking fees)
• Refund processing: 2 business days After return approval

Return Conditions

To be eligible for a return, your item must meet the following criteria:

• The item must be in new condition — unused, uninstalled, and unaltered
• The item must be in its original packaging with all tags attached
• You must provide proof of purchase or an order number
• Return must be initiated within 30 days of delivery

Return Costs

Free returns for all reasons. A prepaid return label is included inside your original package — no additional cost to you.

How to Return an Item

1. Contact us: Email contact@stairssafety.co.uk with your order number and reason for return. Our team will review your request within 24 hours.

2. Use your prepaid label: A prepaid return label is included inside your original package. Use this label to send your item back at no cost.

3. Pack your item: Securely repack the item in its original packaging, including all accessories and documentation.

4. Send it back by post: Post the item to the return address below.

Return Address

Please send all authorised returns to:

Stairs Safety / Mafson Ltd
58 Ormonde Crescent, Hexthorpe
Doncaster, DN4 0GP
United Kingdom

Damages and Issues

Please inspect your order upon receipt. If the item is defective, damaged, or incorrect, contact us within 24 hours of delivery at contact@stairssafety.co.uk.

• All return costs for defective or incorrect items are covered by Stairs Safety.
• Please attach clear photos of the damaged product and packaging to expedite the process.

Exchanges

We accept exchanges for both defective and non-defective products. If you need a different size, colour, or a replacement for a damaged item, please contact us at contact@stairssafety.co.uk. The item must be in new condition to qualify for a non-defective exchange.

Non-Returnable Items

The following items are not eligible for return:

• Custom-made or made-to-order products
• Items used, installed, or damaged by the customer
• Items clearly marked as non-returnable on the product page

Refund Process

It may take an additional 5–10 business days for your bank or payment provider to post the refund to your account.

Legal Notice

In addition to our voluntary 30-day return policy, you retain all statutory rights under the Consumer Rights Act 2015 (United Kingdom). Our policy does not limit or replace your legal rights.

Customer Service & Contact

E-mail: contact@stairssafety.co.uk
Phone: 01302315254
Business hours (GMT): Mon–Fri: 09:00–16:00
Saturday–Sunday: Closed