Returns and Refunds Policy

This Consumer Credit notice relates to distance buying (in this case via our web site and also if you choose to phone an order through).

Consumers are entitled to a cooling off period of 14 days during which you have the right to cancel.

You must provide notice of cancellation in writing to

You must ensure this is done no later than 14 working days after receipt of goods. All refunds will be issued 7-14 workings day from receipt of the cancellation.


This does not include the following:
Special order; Goods made to order and personalized specification.
Stairlifts (curved and straight) and other lifts or hoists that we have cut and made to measure.

When there’s no cooling-off period

With some types of distance sale, you don’t get the right to a cooling-off period. This includes when:

  • you buy certain types of goods like custom-made goods or perishable items
  • you buy from a private individual and not a business
  • you’re a business customer
  • you buy items by bidding at a public auction; an online auction is not a public auction because you cannot attend it. You should therefore get the right to cancel your purchase, when you buy from an online auction.