Return Policy

1. Our Returns Policy

Manchester Stairlifts is committed to providing high-quality stairlift products and installation services. We accept returns only in cases where a product is found to be defective in materials or workmanship.

2. Defective Products

A product is considered defective when:

• It fails to operate as specified in the manufacturer’s documentation due to a manufacturing fault
• There are material defects that affect the safety or functionality of the stairlift
• Components are faulty or fail to meet industry safety standards
• The product arrives damaged due to manufacturing or delivery issues (must be reported within 48 hours of installation)

3. What We Do Not Accept Returns For

We cannot accept returns for the following reasons:

• Change of mind or no longer requiring the stairlift
• Normal wear and tear after installation
• Damage caused by misuse, neglect, or improper operation
• Modifications or alterations made to the stairlift by unauthorised parties
• Cosmetic issues that do not affect functionality (colour preferences, minor scratches, etc.)
• Issues arising from failure to follow maintenance recommendations

4. Warranty Coverage

All defective product issues are handled under our warranty terms:

• New stairlifts: Covered by the manufacturer’s warranty (typically 12 months for parts and labour)
• Refurbished stairlifts: Covered by our full 12-month warranty

During the warranty period, defective products will be repaired or replaced at our discretion at no cost to you.

5. Reporting a Defective Product

If you believe your stairlift is defective, please contact us immediately:

1. Contact us within 48 hours of discovering the defect
2. Provide your order details and a description of the issue
3. Include photographs or video evidence if possible
4. Cease using the stairlift immediately if there are safety concerns

Our qualified engineers will assess the issue, typically through a home visit, to determine if the product is defective under this policy.

6. Assessment Process

When a defect is reported:

• We will arrange for a qualified engineer to inspect the stairlift at your property
• The engineer will assess whether the issue constitutes a product defect
• If confirmed as defective, we will arrange repair or replacement under warranty
• If the issue is not covered by this policy, we will provide a quote for repair services

7. Remedies for Defective Products

If your stairlift is found to be defective, we will, at our discretion:

• Repair the stairlift: Our engineers will repair the defective components
• Replace defective parts: Faulty components will be replaced with new or refurbished equivalents
• Replace the entire unit: In cases where repair is not feasible, we may replace the complete stairlift
• Refund: As a last resort, if repair or replacement is not possible, we may issue a full refund

Please note: We do not offer product exchanges for non-defective items or for customer preference changes.

8. Removal and Refund Process

If a full refund is authorised for a defective product:

• We will arrange removal of the stairlift at no additional cost
• Any damage to your staircase from the removal will be repaired
• Refunds will be processed within 14 days of removal
• Refunds will be issued to the original payment method

9. Your Consumer Rights

This returns policy does not affect your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015. You have legal rights if goods are:

• Not as described
• Not fit for purpose
• Not of satisfactory quality

For advice about your statutory rights, contact Citizens Advice or visit www.citizensadvice.org.uk.

10. Cancellation Rights (Pre-Installation)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of placing it, provided installation has not commenced. Once installation begins, this cancellation right is waived as the service has been fully performed with your agreement.

Manchester Stairlifts reserves the right to update this returns policy at any time. Any changes will be posted on our website with an updated revision date.