Returns, Refunds, Cancellations & Shipping Policy
At The Stair Source, we understand that plans can change and that occasionally a return may be necessary. To ensure all returns are handled efficiently and fairly, please review the following policy carefully before returning any merchandise.
Return Authorization
All returns must be approved in advance by The Stair Source and require a Return Goods Authorization (RGA) number. Merchandise returned without prior authorization may be refused and returned to the customer at the customer's expense.
To request a return, please contact The Stair Source within 30 days of delivery. Once a return is approved, return instructions and an RGA number will be provided.
Return Eligibility
To qualify for a return, merchandise must be:
- Unused and uninstalled
- Uncut, unstained, unpainted, undrilled, and otherwise unmodified
- In new and resalable condition
- Returned in its original packaging whenever applicable
Products that have been installed, altered, cut, drilled, stained, painted, finished, damaged, or otherwise modified are not eligible for return.
Restocking Fee
Approved returns are subject to a 30% restocking fee. This fee helps cover inspection, handling, repackaging, administrative costs, and the expense associated with returning merchandise to inventory.
Return Shipping
Customers are responsible for all return shipping costs unless the return is the result of an error made by The Stair Source.
Original shipping charges are non-refundable. The customer is responsible for ensuring that returned merchandise is properly packaged and protected during transit. The Stair Source is not responsible for merchandise damaged during return shipping.
Custom & Special-Order Products
Custom-made, custom-sized, modified, special-order, and made-to-order products are not eligible for return, exchange, or refund unless the product is defective or The Stair Source made an error in fulfilling the order.
Because many stair parts are manufactured or modified specifically for a customer's project, we strongly recommend carefully verifying all dimensions, wood species, profiles, quantities, and other specifications before placing an order.
Natural Wood Characteristics & Color Variations
Wood is a natural material, and variations in color, grain pattern, texture, mineral streaks, knots, sapwood, heartwood, and other natural characteristics are to be expected. These variations are part of the natural beauty and character of real wood and are not considered defects.
Product photographs displayed on our website are intended to provide a general representation of the product. Because every piece of wood is unique, the actual product you receive may differ from the item shown in photographs, particularly in color, grain, tone, pattern, texture, and other natural characteristics.
Additionally, colors may appear differently depending on lighting conditions, photography, computer monitors, mobile devices, and individual display settings. The Stair Source cannot guarantee that the color or appearance of the product received will exactly match website images, samples, previously purchased products, or other pieces within the same order.
Natural variations in wood, including differences in color, grain, tone, knots, mineral streaks, sapwood, heartwood, and other naturally occurring characteristics, are not considered manufacturing defects and do not qualify as grounds for a return, replacement, exchange, or refund.