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Refund policy

Returns/Exchanges:

+ Limited to stair parts STOCKED (2-3 day items) ONLY and under 30 days from shipment. After 30 days; unfortunately, we can’t offer a refund or exchange.  All approved returns/exchanges are subject to a 30% restocking fee.
+ To be eligible for a refund/exchange, your item must be unused, in same condition as received and in the original packaging to be able to be returned.  

 

Exemptions from Returns/Exchanges:

+ Products not in its original condition, damaged, used, missing parts, or original packaging.
+ Products returned past 30 days.
+ Products altered or modified in any way.
+ Products on clearance, closeout, final sale or discontinued.
+ Products are not Stock; typically any product not shown as (2-3 days).
+ Products leftover; we recommend to keep extra products.  You may need these stair parts in the future and may be easily to obtain either because they have been modified and/or discontinued for various reasons at any time.

If you have any question of these exemption, please ask us before ordering!

We replace items without cost to you if we find it to be defective or has been damaged during shipment. If you need to replace a product because this has occurred, please contact us ASAP.   Please review our Shipping Policy regarding how to accept orders shipped for additional details.

 

Return/Exchange Procedure:

DO NOT RETURN PRIOR TO AUTHORIZATION.  A Return Material Authorization (RMA) needs to be provided to ensure your stair parts are properly accounted for you.  Here are the steps:

    + Have a complete list of products to be return/exchanged; see above for exempt products that can be returned or exchanged.  Please email or call us with your sales order (Invoice) with each product number (SKU), quantity and description of product to be returned and/or exchanged.

    + Once we review, we will provide a RMA (Return Material Authorization) number for your reference. You will need this number as acceptance to return products to us.

    + After a RMA is provided/approved, you will receive an address to properly return your product(s). You should return your product(s) within five (5) business days from the RMA.  Any delays to return can delay or may refuse the return for a credit/exchange.

      Shipping Process:

      + Ensure that each package had the RMA number associated with each package; a simple paper with this number inside each box works best. Please do NOT write directly on the boxes; unless they are master cartons with multiple items inside.  Ensure the products are packaged back how they were originally shipped to you to ensure products don't return to us damaged or lost items.
      + Please know that you are responsible for the shipping cost on any returned or exchanged items. You can select any shipping method to return; however, we cannot be responsible for any lost or damaged products. We highly advise to use a traceable shipping service and/or purchase shipping insurance.
      + If you need assistance for shipping returns; we are happy to assist.  If we provide the shipping and handling for your return or exchange, please contact us for possible details that may additionally need to happen.
      + Return your product(s) within five (5) business days from the RMA to avoid any delays or refusal for credit/exchange.

        When to expect a refund:

        Please review this checklist first before contacting us to find out about a refund:

          + Ensure your package(s) has been delivered; check all tracking and/or PRO numbers.
          + If delivered, our processing time may take up to five (5) business days.  You should receive an email to notify after your products delivered have been processed.  This email will explain the details of what has been received from your RMA.  Any product different from or will be exempt from your RMA; such as altered or damaged products, you will be contacted to an email being sent.
          + If you should have any questions to our email, please contact us within two (2) business days.  Else, we will be process your refund/exchange after these two (2) business days based on your original payment source.  We cannot alter this refund/exchange transaction once it has been processed.

           

          NOTE: Most credit card companies may take additional 2-4 business days before your refund is posted to your account.  Please allow 4-6 business days from our email before you can see your credit applied to your account.

            If any of this process has exceeded any of these steps, please contact us.