Terms and Conditions of Sale

These Terms and Conditions govern the sale of goods by Manchester Stair & Home Supplies (“we”, “us”, “our”) to customers (“you”, “your”), including both members of the public and trade customers.

By placing an order through our website or purchasing goods directly from us, you agree to these Terms and Conditions.

Nothing in these Terms and Conditions affects your statutory rights under UK consumer protection legislation.

1. Application of Terms

1.1 These Terms and Conditions apply to all sales of goods by Manchester Stair & Home Supplies, whether purchased online, by telephone, by email or in person.

1.2 These Terms apply to both trade and retail customers unless otherwise stated.

1.3 Any variation to these Terms must be agreed in writing by Manchester Stair & Home Supplies.

1.4 We reserve the right to update or amend these Terms at any time. Any changes will apply to orders placed after the updated Terms take effect.

1.5 A contract is formed when we confirm acceptance of your order or otherwise expressly accept the purchase.

2. Products and Descriptions

2.1 We aim to ensure all products are accurately described and represented on our website.

2.2 Product descriptions, dimensions, specifications and materials are provided as accurately as reasonably possible.

2.3 All product images, photographs and illustrations are for illustrative and photographic purposes only and may not represent the exact product supplied.

2.4 Actual products may vary in colour, shade, grain, texture, finish, appearance and natural characteristics.

2.5 Timber is a natural material and variations in grain patterns, knots, colour and texture are inherent characteristics and do not automatically constitute defects.

2.6 Minor variations in dimensions may occur within reasonable manufacturing tolerances, provided products remain compliant with their agreed specifications and applicable legal requirements.

2.7 Customers are responsible for checking product descriptions, dimensions and specifications before purchasing.

2.8 Nothing in this section permits the supply of goods that are materially different from their description or otherwise fail to conform to the contract.

3. Timber Characteristics and Moisture

3.1 Timber is a natural product that reacts to changes in temperature, humidity and environmental conditions.

3.2 Natural timber movement, including expansion, contraction, minor twisting, warping and changes in appearance, may occur.

3.3 Timber products should be allowed to acclimatise to their intended environment before installation, where appropriate.

3.4 Customers are responsible for ensuring timber is stored and handled correctly following collection.

3.5 We are not responsible for damage or deterioration caused solely by unsuitable storage, excessive moisture, direct heat, environmental exposure or incorrect handling after collection.

3.6 We cannot guarantee that timber moisture levels will remain unchanged after collection.

3.7 This section does not exclude liability for goods that were faulty, unsuitable or otherwise non-conforming when supplied.

4. Storage and Handling

4.1 Following collection, customers are responsible for storing products in suitable conditions.

4.2 Timber and joinery products should be stored in a dry, clean, well-ventilated environment, protected from excessive moisture, direct sunlight and extreme temperature changes.

4.3 Products should be stored appropriately to prevent bending, twisting, warping or damage.

4.4 Customers are responsible for handling and transporting products safely.

4.5 We accept no responsibility for damage caused solely by improper transportation, handling, storage or environmental exposure after collection, where such damage is not attributable to a fault or breach on our part.

5. Orders and Acceptance

5.1 Orders may be placed through our website or other approved sales channels.

5.2 Customers are responsible for ensuring all order details are accurate before completing a purchase.

5.3 An automated order acknowledgement does not necessarily constitute acceptance of an order.

5.4 We reserve the right to decline an order before acceptance, including where products are unavailable, there is an obvious pricing error or the order cannot reasonably be fulfilled.

5.5 If payment has been taken for an order we are unable to accept, a full refund will be issued.

5.6 Once an order has been accepted, any changes or cancellations will be subject to these Terms and applicable statutory rights.

6. Prices and Payment

6.1 All prices are displayed in pounds sterling (£).

6.2 Prices displayed to retail customers include VAT where applicable. VAT-exclusive trade prices will be clearly identified.

6.3 We reserve the right to amend product prices at any time before an order is accepted.

6.4 Payment must be made in full before goods are released for collection unless alternative payment arrangements have been agreed in writing.

6.5 We accept payment through the payment methods displayed on our website or otherwise agreed.

6.6 Trade customers with approved credit accounts must make payment within their agreed payment terms.

6.7 Where business payments become overdue, we reserve the right to suspend further supply and charge interest and applicable recovery costs where permitted by law.

7. Collection Only

7.1 Manchester Stair & Home Supplies currently operates on a collection-only basis. We do not offer a delivery service.

7.2 Customers will be notified when their order is ready for collection.

7.3 Goods must not be collected until confirmation has been received that the order is ready.

7.4 Customers are responsible for arranging suitable transportation and ensuring goods can be safely loaded and secured.

7.5 Customers should ensure their vehicle is suitable for the size, weight and length of the products purchased.

7.6 Customers are encouraged to inspect goods at the point of collection.

7.7 Any visible damage, shortages or incorrect products should be reported as soon as reasonably possible.

7.8 Risk in goods purchased by consumers generally passes when the customer or their nominated recipient takes physical possession, subject to applicable law.

7.9 Once collected, customers are responsible for the safe transportation, storage and handling of goods, without prejudice to statutory rights.

8. Made-to-Order and Bespoke Products

8.1 Certain products may be manufactured, cut, modified, finished or personalised specifically to customer requirements.

8.2 Customers are responsible for ensuring all measurements, dimensions, quantities, materials, profiles, finishes and specifications submitted are correct.

8.3 Where drawings or specifications are provided for approval, customers must check all details before confirming the order.

8.4 Products genuinely manufactured or personalised to individual customer specifications are non-refundable for change of mind, where permitted by law.

8.5 Once manufacturing has commenced, amendments or cancellations may not be possible. Any agreed changes may result in additional charges.

8.6 A product is not automatically considered bespoke simply because it has been ordered from a supplier or manufactured after purchase.

8.7 Made-to-order products remain subject to statutory rights where they are faulty, misdescribed or otherwise do not conform to the contract.

9. Returns and Refunds

9.1 Manchester Stair & Home Supplies offers a 14-day change-of-mind cancellation policy on eligible standard products, whether purchased online or in person.

9.2 The cancellation period begins the day after the customer collects the goods.

9.3 Customers must notify us of their decision to cancel within the 14-day period.

9.4 Following notification, customers must return the goods within a further 14 days.

9.5 For voluntary returns, products must be unused, undamaged, in a resaleable condition and accompanied by proof of purchase.

9.6 For online consumer purchases, any deduction for diminished value resulting from excessive handling will only be made where permitted by law.

9.7 Customers are responsible for returning change-of-mind items to our collection premises. Any direct return costs for eligible distance purchases will be the customer’s responsibility where properly disclosed before purchase and permitted by law.

9.8 Refunds will be issued to the original payment method unless otherwise agreed.

9.9 For online consumer cancellations, refunds will be processed within the applicable statutory timeframe, generally within 14 days of receiving returned goods or satisfactory evidence of their return.

9.10 For voluntary in-person and trade returns, refunds will be processed within 14 days of receiving and approving the returned goods.

9.11 Genuinely bespoke or personalised products are excluded from change-of-mind returns where legally permitted.

9.12 Nothing in this section affects statutory rights concerning faulty, damaged, incorrect or misdescribed goods.

10. Faulty, Damaged or Incorrect Goods

10.1 All goods supplied must meet applicable legal requirements regarding satisfactory quality, fitness for purpose and description.

10.2 Customers should contact us as soon as reasonably possible if they believe goods are faulty, damaged or incorrectly supplied.

10.3 We may request photographs, order details or other reasonable information to assist with our investigation.

10.4 Where goods do not conform to the contract, we will provide an appropriate remedy in accordance with applicable law.

10.5 Consumer remedies may include repair, replacement, rejection, refund or price reduction, depending on the circumstances.

10.6 Where legally required, we will meet reasonable costs associated with returning or collecting faulty goods.

10.7 The 14-day change-of-mind policy does not limit statutory remedies for faulty or misdescribed goods.

11. Product Suitability and Installation

11.1 Unless expressly agreed otherwise, all products are supplied on a materials-only basis and installation is not included.

11.2 Customers are responsible for ensuring products are suitable for their intended application, based on the information and specifications provided.

11.3 Staircase components, balustrades, handrails, spindles, newels and other safety-related products must be installed correctly and in accordance with applicable Building Regulations.

11.4 Customers should seek advice from a suitably qualified installer or professional where required.

11.5 We are not responsible for damage or defects caused solely by incorrect installation, misuse or unauthorised modification where such issues are not attributable to our breach.

11.6 Nothing in this section excludes responsibility for incorrect specifications, misleading information or defective goods supplied by us.

12. Product Availability

12.1 All products are subject to availability.

12.2 We aim to maintain accurate stock information but cannot guarantee continuous availability.

12.3 If a product becomes unavailable after an order has been placed, we will contact the customer to discuss available options.

12.4 Where we cannot fulfil an accepted order, the customer may choose an agreed alternative or receive an appropriate refund.

12.5 Materially different substitutions will not be supplied without customer agreement.

13. Ownership of Goods

13.1 Ownership of goods remains with Manchester Stair & Home Supplies until payment has been received in full, to the extent permitted by law.

13.2 Goods will not normally be released for collection until full payment has been received.

13.3 Approved trade credit accounts may be subject to additional written retention-of-title arrangements.

13.4 These provisions do not alter statutory consumer protections relating to risk or delivery.

14. Liability

14.1 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded.

14.2 Nothing in these Terms limits or excludes statutory consumer rights.

14.3 We are not responsible for loss or damage caused solely by incorrect customer measurements, improper storage, unsuitable transportation, misuse or incorrect installation, where the loss is not attributable to our breach.

14.4 For business customers only, and subject to applicable law, we exclude liability for indirect or consequential business losses, including loss of profit or business interruption, to the extent such exclusion is reasonable and enforceable.

14.5 We will seek to resolve complaints and disputes fairly and commercially.

15. Events Outside Our Control

15.1 We are not responsible for delays or failure to fulfil obligations caused by events outside our reasonable control, except where the law provides otherwise.

15.2 Such events may include severe weather, supplier disruption, transport difficulties, industrial action, government restrictions, war, civil unrest or other significant external events.

15.3 We will take reasonable steps to minimise disruption and inform customers of significant delays.

15.4 Customers retain applicable statutory rights to cancel and receive refunds where obligations are not fulfilled.

16. Website Use and Intellectual Property

16.1 We aim to ensure information displayed on our website is accurate and up to date.

16.2 Product availability, descriptions, specifications and prices may be updated before an order is accepted.

16.3 Website content, photographs, product images, graphics, logos and branding owned by Manchester Stair & Home Supplies must not be reproduced or used commercially without permission.

16.4 Website use is also subject to our Privacy Policy and Cookie Policy.

16.5 We are not responsible for temporary website unavailability caused by maintenance, technical faults or circumstances beyond our reasonable control, except where liability cannot lawfully be excluded.

17. Complaints and Customer Service

17.1 We aim to provide a professional and reliable service to all customers.

17.2 If customers have any concerns regarding their order, products or service received, they should contact us using the details published on our website.

17.3 Customers should provide their order number and relevant details to help us investigate.

17.4 We will aim to investigate and respond to complaints within a reasonable timeframe.

17.5 We will seek to resolve disputes fairly and in accordance with applicable law.

18. Governing Law

18.1 These Terms and Conditions are governed by the laws of England and Wales.

18.2 Business disputes will be subject to the jurisdiction of the courts of England and Wales unless otherwise agreed in writing.

18.3 Consumers retain any mandatory legal protections and jurisdiction rights applicable to them.