Return & Refund Policy

Last Updated: 24-09-2026

At Stairs Safety, we want you to be completely satisfied with your purchase. This policy explains our return process clearly and fairly.

Return Policy at a Glance

Return Conditions

To be eligible for a return:

• 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 your order number.
• The return must be started within 30 days of delivery.

Return Costs

For change-of-mind returns, you are responsible for the cost of return shipping. We recommend using a tracked service, as we cannot accept responsibility for returns lost in transit. For defective, damaged, or incorrect items, we cover the full return cost.

How to Return an Item

1. Contact us: Email sales@stairssafety.co.uk with your order number and reason for return. We will respond within 24 hours.
2. Arrange postage: For defective, damaged, or incorrect items, we will email you a prepaid return label. For change-of-mind returns, please send the item back at your own cost using a tracked service.
3. Pack your item: Securely repack the item in its original packaging, including all accessories and documentation.
4. Send it back: 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 when it arrives. If an item is defective, damaged, or incorrect, contact us within 24 hours of delivery at sales@stairssafety.co.uk.

• All return costs for defective or incorrect items are covered by Stairs Safety.
• Please include clear photos of the damaged product and packaging to speed up the process.
• Reporting within 24 hours helps us resolve issues quickly; it does not affect your statutory rights for faulty goods.

Exchanges

We accept exchanges for both defective and non-defective items. If you need a different size, colour, or a replacement for a damaged item, contact us at sales@stairssafety.co.uk. Non-defective exchanges require the item to be in new condition.

Non-Returnable Items

The following items cannot be returned unless faulty:

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

Refund Process

Please allow a further 5–10 business days for your bank or payment provider to show the refund in your account.

Legal Notice

Our 30-day return policy is in addition to your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. This policy does not limit or replace your legal rights.

Customer Service & Contact

• Email: sales@stairssafety.co.uk
• Phone: +441143609100
• Business Hours: Monday–Friday, 9:00 am – 4:00 pm (UK time); Saturday–Sunday closed