Design & Dimensions:

• ‘Total rise’ refers to the finished floor to floor height.
• Dimensions shown in plan view are plan view dimensions, i.e. “top down” dimensions, so measured flat along the floor not the diagonal dimension, contact us if you’re unsure.
• Width(s) shown are from the outside of stringer to the outside of stringer and do not include posts, any posts included will protrude past the width shown by around 30mm, we recommend the floor opening be 100mm wider than the width of the stairs to allow adequate room to fit the stairs and have enough space to get your fingers past the opening if handrails are to be fitted.
• If you are unsure if you have enough headroom or how large the floor opening will need to be in order to give you adequate headroom, please contact us for advice as we are able to calculate this for you with a finished floor to underside of ceiling height.
• Individual Going (Tread)  measurements are measured horizontally from tread nosing to tread nosing as required by building regulations.
• Posts are supplied in the positions shown on your plan view/3D drawings, it is extremely difficult to add posts onto the staircase after it is manufactured, if you’re fitting balustrades at a later date we strongly recommend ordering it with the posts already pre-fitted.
• Glass panels are not suitable for edge lighting.
• Glass for any landing areas is not sent with the staircase, as landing dimensions can alter during the staircase installation. When all the landing posts/balustrade has been installed we will ask you to supply opening sizes and then design your glass to suit.
• Any sides of a staircase that do not have balustrade are assumed to be up against a wall, if this is incorrect please let us know as finishing techniques will not be applied and we will select timbers based on the understanding that they will not be visible after installation.

Ordering:

Stair Parts:

• Items can be added to your basket and the quantities altered or deleted at any time.
• When you have confirmed all your details in the check out process you will be directed to a secure payment page by worldpay.
• When you place an order online you are making an offer to buy goods from us, all orders placed by you require acceptance by us. Your order is deemed as accepted when the products have been delivered to you.
• We reserve the right not to accept your offer for purchasing goods from us at any time. We will not be liable to you or any third parties for offers not accepted.
• If an item is out of stock, discontinued, or the incorrect price, we will contact you by email to advise.

Staircases:

• Before we start to manufacture we will send you an ‘e-sign’ document to approve. We cannot begin to manufacture until you have checked and approved this document. Delays in signing this document can have an impact on your delivery date.
• If there are any parts of this document you are unsure of or do not understand please contact our office.
• Once signed you are confirming that all the information is accurate and you are happy for us to proceed, any changes after this point will be incur an additional charge as the stair may be made/part made.

Manufacturing:

Staircase Assembly:

• "Part assembled" - trunks containing two or more treads will be assembled, winders and posts will come loose for delivery purposes.
• “Flat Pack” staircases are sent completely unassembled.
• No fixings will be supplied for the installation of your staircase, fixings need to be decided on site as they vary depending upon what the stairs are being fixed to.
• Softwood dowels are supplied to fix the newel posts onto the stringers, if you have a hardwood newel posts we will supply matching pellets to cover the dowels.

Handrail/Baserail Fitting Options:

If you have handrail & baserail suppled with your stairs you have the choice of the following options:

No Pre-Fitting: Handrail & baserail are sent long, spindles are also sent long, they will need cutting to angle and fitting on site.

Handrail & Bottomrail Pre-cut (with fixing kit):

Handrail & baserail are cut to angle on the staircase rake, fixing kit is supplied.

Posts will need to be drilled on site, 30mm drill bit provided as part of fixing kit.

Handrail & Bottomrail Pre-cut (with fixing kit):

• If you select Pre-cutting your handrail/baserail and spindles will be cut to angle (infill will require cutting on site) and a fixing kit will be supplied for each length of handrail.

Newel posts will require drilling on site to install the fixing kit, a 30mm drill bit will be provided.

Landing balustrade will be sent oversized and not cut to length.

Timber:

• We use a combination of laminated and engineered timber to construct our staircases from. They provide a much more stable product and reduce the chances of the timber twisting, warping and splitting.
• We cannot guarantee a colour match between timbers, as timber is a natural product each piece will have its own unique characteristics and be a different colour, grain pattern, shade.
• All timber can contain natural growth defects, such as knots, medullary rays & shakes.
• Timber that is going against a wall and not intended to be seen may contain more knots. We will draw the position of walls on your designs, if they are incorrect please let us know.
• As a responsible manufacturer we make sure that all our timber is sourced from sustainable suppliers and locations, and is either PEFC or FSC certified where possible.

Lead Times:

• Lead times for stair parts are listed on our website.
• For orders containing multiple items the longest lead time will be used.
• Lead times for staircases fluctuate throughout the year, for an accurate lead time please speak to your designer or call our office.
• Lead times for specialist staircases, cut string, open riser, exposed back, will be longer than standard staircases as different construction methods are required. Lead times are available on request.

Delivery:

• Any final balances must be paid before delivery can go ahead.
• Delivery is available to UK Mainland addresses, if outside this area please contact us.
• Delivery is a one man kerbside delivery; please make sure you have enough people available to accept delivery. We can calculate the weight of your order on request.
• Stair parts can arrive in multiple deliveries depending on what items you have selected.
• Stair part deliveries are sent on a courier who operate between 08:00am - 18:00pm Monday - Friday.
• Staircase deliveries; we will contact you to arrange your delivery as soon as we have a predicted date. You will receive an email a week before the predicted date, we will then call a couple of days before the delivery date if you have not already confirmed the address details.
• Staircase deliveries are sent on a van (LWB Mercedes Sprinter) direct from us to you to minimise the chance of any damage occurring due to the size of the item.
• Any failed delivery attempts may incur additional re-delivery charges. Re-attempting delivery is at the discretion of the courier, failed deliveries may be returned to sender.
• Deliveries can be delayed for reasons beyond our control. Examples include but are not limited to, accidents, road closures, severe weather, flooding etc. We will attempt to re-arrange delivery asap but will not be liable for any additional costs incurred by you or any third parties.
• Do not book any trades people until you have your order on site and have inspected it for shortages/damages/incorrect items.
• Glass must be inspected for damages within seven days of delivery. After seven days we can no longer make a claim with the manufacture, so any remake will be charged.
• Visual standards for glass are based on the Glass and Glazing Federations guidelines.
• Staircases must be inspected for damage and shortages before signing for them, as once signed for it’s not always possible to tell if any damage or shortages occurred after delivery. Our drivers will be happy to assist with this, any shortages or damage must be reported to the driver initially and then to our main office. Pictures of any damaged items may be required to help us best advise on a solution.
• If we are unable to arrange delivery or collection of your staircase within 6 months of its completion date then we reserve the right to dispose of it; you will still be liable for the full cost of the staircase in this circumstance.

Storage & Fitting:

• Stairs should be stored in a dry location as high moisture content can cause the timber to swell and when it subsequently dries out, cause cracks/splits to the timber.
• Any flat landings (quarter and half landing boards) supplied require a framework building underneath them on site before using the stairs. Kite winder boxes are self supporting.
• Where supplied, timber landing platforms are made from dry jointed tongued & grooved timber, there may be slight visible gaps between the boards to allow them to expand/contract.

• Pine and Oak landing boards are supplied with braces on the underside for transportation purposes, these are not structural and must be removed and replaced with a structural framework.
• Once installed, timber should be treated (i.e. varnished or similar) as soon as possible.
• Wet plaster may permanently mark the timber if it comes into contact.
• With the exception of open back/open riser stairs, the stairs will need to be under drawn, (underside of stairs covered) as redwood wedges and glue blocks are used to construct the stairs.
• We will send a copy of the British Woodworking Federation's Stair scheme Installation guide by email on completion of your staircase. This covers most aspects of installation and is our recommended fitting guide to work to
• Stairs must be installed to the standards set out by the BWF installation guide for timber stairs to ensure safe installation and usage.

Complaints Procedure:

• If you feel the need to raise a complaint please speak to your staircase designer as the first point of contact. If you placed and order online please call our office number or email [email protected]
• If there is an error with your order, we will do everything we can to replace any faulty/damaged parts within a reasonable time frame.

Returns:

Stock Items:

• Any stock items can be returned within 60 days of delivery, refunds are issued upon receipt minus a 5% restocking fee.

Made to measure items:

• Made to measure products such as stairs, glass etc cannot be returned.

Other:

• We do not accept consequential costs.

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