Refund and Returns Policy

This Refund and Returns Policy applies to purchases made through stairnosingdirect.co.uk (“we“, “us“, “our“), operated by Trion Technology Ltd., trading as Stair Nosing Direct. It explains your rights to cancel, return, and receive a refund for goods purchased from us, in accordance with the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

This policy applies to consumers. If you are purchasing as a business, please see Section 9.

1. Your Right to Cancel (14-Day Cooling-Off Period)

If you are a consumer, you have a legal right to cancel your order within 14 days, without giving any reason.

The cancellation period expires 14 days from the day you (or someone you nominate) receives the goods, or, if your order is delivered in separate parts, 14 days from the day you receive the last part.
To cancel, you must inform us of your decision by a clear statement — for example, by email to sales@stairnosingdirect.co.uk, including your order number, name, and address. You may use the model cancellation wording below, but it is not compulsory.
If you cancel within this period, you must return the goods to us within 14 days of telling us you wish to cancel, at your own cost (unless the goods are faulty or not as described — see Section 4).

Model Cancellation Form

(Complete and email this form only if you wish to cancel your order)

To Stair Nosing Direct (sales@stairnosingdirect.co.uk): I hereby give notice that I cancel my contract for the supply of the following goods: [describe goods] Ordered on: [date] / Received on: [date] Name: [your name] Address: [your address] Date: [date]

2. Exceptions to the Right to Cancel

The 14-day right to cancel does not apply to:

Goods made to your specification or clearly personalised — for example, stair nosing, door threshold, or skirting board cut to a custom length at your request
Goods that have been installed, fitted, or altered after delivery
Goods that are not suitable for return for health protection or hygiene reasons once unsealed
Any other goods specifically excluded from the right to cancel under the Consumer Contracts Regulations 2013

If your order includes standard stock lengths (i.e. not custom cut), the standard 14-day cancellation right in Section 1 applies.

3. Returning Goods (Change of Mind)

If you wish to return goods you have ordered and simply changed your mind (and the items are not custom cut, as above):

Goods must be returned unused, uninstalled, and in their original condition and packaging, with all labels intact
You are responsible for the cost of returning the goods to us, unless we delivered the item in error or it is faulty
We recommend using a tracked delivery service, as we cannot be held responsible for goods lost or damaged in transit back to us
Once we receive and inspect the returned goods, we will process your refund within 14 days

To arrange a return, please contact us at sales@stairnosingdirect.co.uk with your order number before sending anything back.

4. Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or different from what you ordered, please contact us at sales@stairnosingdirect.co.uk within a reasonable time of receipt, ideally with photographs of the issue.

In these cases:

You are entitled to a full refund, replacement, or repair, in accordance with the Consumer Rights Act 2015
We will cover the reasonable cost of returning faulty, damaged, or incorrect goods to us
Please do not install or attempt to fit any item you believe to be faulty or damaged, as this may affect your right to a refund or replacement

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

5. How to Request a Return or Refund

Email sales@stairnosingdirect.co.uk with your order number, the item(s) you wish to return, and the reason
We will confirm the return process and, where applicable, provide a returns address
Package the item securely, including original packaging where possible
Send the item back to us (or arrange collection, where applicable for faulty/damaged goods)
Once received and inspected, we will notify you of the outcome and process your refund

6. Refunds

Once your return is received and inspected, we will notify you by email whether your refund has been approved.

Approved refunds will be issued to your original payment method within 14 days of us receiving the returned goods, or of you providing evidence of having sent the goods back, whichever is earlier
Original standard delivery charges will be refunded in full where you are exercising your statutory right to cancel; charges for any express/upgraded delivery you chose above our standard option will not be refunded
Return postage costs are refunded only where the return is due to a fault, damage, or an error on our part

7. Non-Returnable Items

The following items cannot be returned unless faulty, damaged, or incorrectly supplied:

Goods cut to custom or bespoke lengths at your request
Goods that have been installed or fitted
Goods returned outside the applicable return period
Goods returned without proof of purchase (order number, receipt, or confirmation email)

8. Cancelling Before Dispatch

If you wish to cancel or amend your order before it has been dispatched, please contact us as soon as possible at sales@stairnosingdirect.co.uk. If we are able to intercept the order before it leaves our warehouse, we will cancel it and issue a full refund. If it has already been dispatched, the standard return process in this policy will apply.

9. Business/Trade Customers

If you are purchasing as a business rather than as a consumer, the 14-day statutory cancellation right under the Consumer Contracts Regulations 2013 does not apply. Returns for business customers are considered at our discretion, and any restocking fee or return carriage cost may apply. Please contact us to discuss a return.

10. Contact Us

If you have any questions about this Refund and Returns Policy, please contact:

Trion Technology Ltd. (Stair Nosing Direct) Email: sales@stairnosingdirect.co.uk Hours: 9am – 6pm, Monday to Friday

This policy does not affect your statutory rights as a consumer under UK law.