Refund policy

Return Policy

Stair Pro Source · Effective [DATE]

1. Return Window

Returns are accepted within 30 calendar days of the delivery date. The delivery date is the date shown on carrier tracking, not the date you opened the package. Requests submitted after day 30 will not be accepted for any reason.

2. Return Authorization Required

All returns require a Return Authorization (RA) number.

Email sales@stairprosource.com with your order number, item(s), quantity, and reason for return. We will issue an RA number and the correct return address within 1–2 business days.

• Returns shipped without an RA number will be refused and returned to sender at your expense.
• The RA number must be written clearly on the outside of the package.
• RA numbers expire 15 days after issue. Your return must be postmarked within that window or the RA is void.
• Do not ship anything back before you receive your RA.

3. Condition Requirements

To qualify for a refund, items must be:

• Unused, uninstalled, and unaltered
• Free of cuts, drilling, staining, sealing, painting, or any modification
• Free of adhesive, epoxy, shoe-set compound, or installation residue
• In the original manufacturer packaging with all hardware, shoes, screws, and components included
• Accompanied by the RA number

Any item that has been cut, trimmed, drilled, finished, or otherwise modified is permanently non-returnable. This includes balusters cut to rail height, treads cut to width or length, and handrails cut to size. Cut-to-fit is a standard part of installation; once cut, the product cannot be resold and no credit will be issued.

4. Restocking Fee

Approved returns are subject to a 20% restocking fee, calculated on the item subtotal and deducted from your refund.

The restocking fee is waived when the return is our error — damaged in transit, defective product, or wrong item shipped.

The restocking fee applies to all other returns, including changes of mind, over-ordering, wrong item selected by the customer, color or finish not matching expectations, and project cancellation.

5. Return Shipping — Customer Responsibility

Except where we shipped damaged, defective, or incorrect product, the customer pays all return shipping costs. Original outbound shipping charges are non-refundable in all cases, including on orders that qualified for free shipping — in that case, the actual outbound shipping cost we incurred will be deducted from your refund.

The customer bears full responsibility for the product arriving back to us in resalable condition. You must:

• Pack items in a rigid box or tube with adequate internal padding on all sides
• Individually wrap balusters and finished wood to prevent surface scratching and finish rub
• Use a trackable and insured shipping method
• Select a carrier and service appropriate for the item's length and weight
• Retain your tracking number and proof of insurance until the refund is issued

Items received damaged, bent, chipped, scratched, or with damaged finish will not be refunded, and will not be returned to you. Inadequate packaging is the single most common cause of return damage and is not our liability. We do not file carrier claims on customer-initiated returns — that claim is yours to file with your carrier, which is why insurance is required.

Returns lost in transit are the customer's responsibility. No refund will be issued for a return we do not physically receive.

6. LTL / Freight Returns

Items 8 feet and longer — handrails, long treads, full-length balusters, box newels, and any oversized or palletized order — cannot be returned via standard parcel carriers (UPS, FedEx, USPS).

• These items must be returned via LTL freight, properly banded, crated or palletized, and edge-protected.
• Freight returns require a separate freight RA. Contact us before booking any freight carrier.
• Parcel-shipped long goods will be refused on arrival, and no refund will be issued.
• All LTL return freight charges, including liftgate, residential pickup, and reconsignment fees, are the customer's responsibility and will be deducted from the refund if billed to us.
• Freight returns arriving damaged due to improper crating, banding, or stacking are non-refundable.

7. Damaged, Defective, or Incorrect Product — We Cover It

If we shipped it wrong or it arrived damaged, we pay for everything, including return shipping. No restocking fee applies. You must meet the notification windows below.

Parcel shipments (UPS/FedEx): Notify us within 5 business days of delivery.

LTL freight shipments: Inspect before the driver leaves. Any visible damage, shortage, or crushed packaging must be noted in writing on the delivery receipt / Bill of Lading before you sign. Signing a clean BOL waives the carrier claim and forfeits your right to a damage refund. Notify us within 48 hours of delivery.

Concealed damage (any shipment): Notify us within 5 business days of delivery.

For all damage claims you must provide:

• Photos of the damaged product
• Photos of the outer packaging, crate, or pallet as received
• A photo of the shipping label and, for freight, the signed delivery receipt

Do not discard any packaging, crating, or pallet material until the claim is resolved. Carriers require it for inspection, and disposing of it will void the claim.

We will replace, credit, or refund at our discretion once the claim is verified.

8. Non-Returnable Items

• Custom, made-to-order, and special-order products
• Any item cut, drilled, modified, or finished after delivery
• Installed product
• Clearance, closeout, discontinued, and final-sale items
• Adhesives, epoxies, stains, and consumables once opened
• Items returned without an RA number
• Items returned after the 30-day window or after RA expiration

9. Refund Processing Timeline

Once your return is delivered to our facility:

Total expected time: approximately 10–17 business days from the date we receive your return.

Refunds are issued only to the original payment method. We do not issue refunds by check, cash, or to a different card. Posting time after we release the refund is controlled by your bank or card issuer and is outside our control.

10. Cancellations

Orders may be cancelled at no charge any time before they ship. Once an order has shipped, it falls under standard return terms, including the restocking fee.

Custom and special-order items cannot be cancelled once production has begun.

11. Refused Deliveries and Undeliverable Orders

Refusing delivery is not a return. Orders refused at delivery, or returned to us because of an incorrect or incomplete address provided at checkout, will be charged both the outbound and return freight, plus the 20% restocking fee, all deducted from any refund. Please confirm your shipping address before submitting your order.

12. Abandoned Returns

Product received without an RA number, or product we determine to be non-refundable under this policy, will be held for 14 days pending your instruction. You may arrange and pay for return shipping to you within that period. After 14 days the material is considered abandoned and will be disposed of with no credit issued.

13. Limitation

Our maximum liability on any order is limited to the purchase price of the product. We are not responsible for labor, installation costs, contractor charges, project delays, or any consequential damages arising from damaged, defective, delayed, or incorrect product. Inspect all material before installation begins.

14. Contact

sales@stairprosource.com · (855) 747-3375