Refund and Returns Policy - A1 Stairlift Spares

Overview

Refund & Returns Policy

At A1 Stairlift Spares, we understand that occasionally a part may need to be returned. This policy explains our returns procedure for customers purchasing through our online store.

Nothing within this policy affects your statutory consumer rights.

Cancelling an Online Order

If you are purchasing as a consumer, you normally have the right to cancel your online order within 14 days of receiving your goods, without having to provide a reason.

You must notify us of your decision to cancel within this 14-day period.

Once you have notified us that you wish to cancel, the goods must be returned to us within a further 14 days.

Certain goods may be exempt from the statutory right to cancel where an exemption under the Consumer Contracts Regulations applies.

Returns Authorisation

Before sending any goods back to A1 Stairlift Spares, please contact us by email at:

headoffice@a1stairliftspares.co.uk

Please include:

Your full name
Order number
The part or parts you wish to return
The reason for the return

Our team will provide you with a Returns Authorisation Number and the relevant return instructions.

Your Returns Authorisation Number should be clearly included with the returned goods so that we can identify your order and process the return correctly.

Please do not send goods back to us without first contacting us for return instructions and a Returns Authorisation Number.

Our Returns Authorisation procedure is for the identification and processing of returned goods and does not restrict your statutory right to notify us that you wish to cancel an order.

Condition of Returned Goods

To qualify for a full refund, unwanted or incorrectly ordered parts should be returned:

Unused
Unfitted
Uninstalled
Unmodified
Complete
In their original condition
With all supplied components, accessories and instructions
In the original packaging where reasonably possible

Customers are permitted to handle and inspect goods to establish their nature, characteristics and suitability in a similar way to how they would reasonably be able to inspect them in a shop.

Simply opening packaging to reasonably inspect a product will not automatically prevent a refund.

However, the customer is responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to inspect them.

Fitted, Installed or Used Parts

Please check that you have ordered the correct part before fitting or installing it.

Stairlift components should not be fitted, connected or installed simply to determine whether they are the correct part.

Where a returned part has been:

Fitted or installed
Electrically connected
Wired or plugged into equipment
Operated or used
Modified or altered
Marked during installation
Damaged
Contaminated
Returned incomplete
Otherwise handled beyond what is reasonably necessary to inspect it

we reserve the right to make an appropriate deduction from the refund to reflect any reduction in the value of the goods.

Where fitting, installation, use or other excessive handling has reduced the resale value of the item substantially, the deduction may be substantial.

Where the customer’s handling has reduced the value of the returned item to nil, the deduction may equal the full purchase price of that item.

Any deduction will be based on the condition and actual diminished value of the returned goods rather than being applied simply as a standard restocking charge.

This is particularly important with electrical and electronic stairlift components, including PCBs, control boards, switches, wiring looms, motors, sensors and similar components, where fitting or connection can affect their condition and resale value.

Incorrectly Ordered Parts

It is the customer’s responsibility to check that the part being ordered is suitable for their particular stairlift, unless A1 Stairlift Spares has specifically advised or confirmed compatibility based on information supplied by the customer.

If you have accidentally ordered the incorrect part, you may still exercise your applicable statutory cancellation rights.

We strongly recommend contacting us before ordering or fitting a part if you are unsure about compatibility.

Where a customer has incorrectly ordered an item and the goods are not faulty, incorrectly described or incorrectly supplied by A1 Stairlift Spares, the customer is responsible for the cost of returning the goods to us, where this has been communicated before purchase.

Return Postage

For unwanted or incorrectly ordered products, the customer is responsible for arranging and paying for return delivery, subject to their statutory rights.

We strongly recommend using a tracked and insured delivery service appropriate to the value of the goods.

The customer is responsible for ensuring the goods are packaged securely for their return journey.

A1 Stairlift Spares cannot accept responsibility for returned goods that are lost or damaged before they are received by us.

Where goods are faulty, incorrectly supplied by us or otherwise do not conform to the contract, your statutory rights apply and you will not be required to bear return costs where the law requires these to be met by us.

Refunds

Once returned goods have been received, they will be inspected by our team.

Where the goods qualify for a refund, we will process the refund in accordance with your statutory rights.

For a valid consumer cancellation, refunds will normally include the amount paid for the goods together with the cost of our standard delivery service where required by law.

If you selected a more expensive or enhanced delivery method, such as express or timed delivery, we are not required to refund the additional amount above the cost of our standard delivery service.

We may withhold the refund until we have received the returned goods or you have supplied evidence that the goods have been sent back, where permitted by law.

Any permitted deduction for diminished value will be assessed following inspection of the returned item.

Faulty, Damaged, Incorrectly Supplied or Misdescribed Goods

This returns procedure does not limit your rights where goods are:

Faulty
Damaged when supplied
Not as described
Incorrectly supplied by A1 Stairlift Spares
Otherwise not in conformity with the contract

If you believe an item is faulty or has been incorrectly supplied, please contact us before returning it.

Please provide your order number and details of the problem so that we can advise you on the appropriate next steps.

Your rights in these circumstances are governed by applicable consumer legislation, including the Consumer Rights Act 2015.

Compatibility Advice

Many stairlift components can appear very similar while being designed for different models, versions, serial-number ranges or production dates.

Customers are therefore responsible for checking compatibility before ordering where they select the product without advice from us.

If you are unsure which part you require, please contact A1 Stairlift Spares before placing your order.

Where we specifically recommend a part to you based on information you have provided, please ensure that the information supplied to us — including make, model, serial number and any photographs requested — is accurate and complete.

Returns Outside the Statutory Cancellation Period

Where an unwanted or incorrectly ordered item is returned or a return is requested outside the applicable statutory cancellation period, we are not obliged to accept the return solely because the customer has changed their mind.

We may choose to accept such a return at our discretion.

Where we agree to accept a discretionary return outside the statutory cancellation period, we may apply reasonable conditions, including an administration or restocking charge, provided these conditions are communicated to the customer before the return is accepted.

Acceptance of one discretionary return does not create an obligation for A1 Stairlift Spares to accept future returns in similar circumstances.

Bespoke and Custom-Made Products

The statutory right to cancel may not apply to goods that have been made to the customer’s specifications or clearly personalised, where the relevant legal exemption applies.

Simply obtaining or ordering an ordinary stock product specifically for a customer does not necessarily make that product a personalised or custom-made item.

Where an exemption applies, this will be made clear to the customer where required.

Business and Trade Customers

The statutory consumer cancellation rights described above apply to purchases made by individuals acting wholly or mainly outside their trade, business, craft or profession.

Orders placed by businesses, stairlift engineers, dealers, installers and other trade customers may be subject to separate business-to-business terms and conditions.

Statutory Rights

Nothing contained within this Refund & Returns Policy is intended to exclude, restrict or reduce any rights that a consumer has under applicable UK consumer law.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at headoffice@a1stairliftpares.co.uk and send your item to: A1 Stairlift Spares – 56 South Street, Keighley, West Yorkshire, BD21 1DD.

Shipping returns

To return your product, you should mail your product to:

A1 Stairlift Spares Returns Dept.
56 South Street
Keighley
West Yorkshire
BD21 1DD

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.