Refund and Returns
1. Eligibility for Returns
You may be eligible to return a product if:
The item is unused, uninstalled, and in its original packaging
The return request is made within 14 days of delivery
You have a valid proof of purchase (order ID or invoice)
Custom or made-to-order staircases are not eligible for return unless defective or damaged upon arrival.
2. Non-Returnable Items
We do not accept returns on the following items:
Customized staircase designs or products
Installed or modified products
Items returned without original packaging or accessories
Clearance or final sale items
3. Damaged or Defective Products
If you receive a damaged or defective item:
Please notify us within 48 hours of delivery
Provide photos and a brief description of the issue
We will assess the damage and offer a replacement, repair, or refund based on the situation
4. Refund Process
Once we receive and inspect your return:
You will receive a confirmation email regarding the status of your refund
If approved, your refund will be processed to your original payment method within 7–10 business days
Note: Shipping charges are non-refundable unless the return is due to our error (e.g., wrong or defective product).
5. Return Shipping Costs
The customer is responsible for return shipping costs
In case of a defective or incorrect item, Staircasa will cover return shipping
6. How to Initiate a Return
To request a return or refund, please contact our support team:
📧 Email: csutomer@staircasa.com
Phone : +1 (212) 555-7890
Include your order number, contact details, and reason for the return.
7. Cancellations
Orders can be canceled within 24 hours of placement without penalty
After 24 hours, especially for custom orders, cancellation may not be possible or may incur a cancellation fee
8. Exchanges
Exchanges are only offered for defective or damaged items
For all other cases, please initiate a return and place a new order separately