Refund policy

Refund & Return Policy

Thank you for choosing Elevated Stairs. Due to the custom-built nature of our stair and railing systems, our refund and return policy differs from standard retail products.

Each order is designed and manufactured specifically for an individual project. Please review the following policy carefully before placing an order. By proceeding with a purchase, you acknowledge and agree to the terms below.

Custom-Made Products

All Elevated Stairs products are made-to-order based on project-specific dimensions, structural requirements, and design selections. These products are not stock items and cannot be resold or repurposed.

For this reason, custom products are not eligible for returns without cause.

Order Cancellation & Refund Stages

1. Design Phase (Before Production)

Orders may be canceled before production begins, while the project is still in the design and engineering stage.

- Design and engineering fees may be deducted

- Any remaining balance will be refunded to the original payment method

- The refundable amount will be determined based on project progress

2. Production Phase

Once an order has entered production, including material procurement or fabrication, the order cannot be canceled and is non-refundable.

This is because the product is being manufactured specifically to your confirmed specifications.

3. Completed or Shipped Orders

- Orders that have completed production or have shipped are not eligible for returns or refunds

- Shipping and handling fees are non-refundable

Product Issues & Damage Claims

If you receive a product that is:

- Damaged during transit

- Significantly different from the approved shop drawings or specifications

Please contact us within 7 calendar days of delivery, and provide clear photos or videos documenting the issue.

Once verified, we will offer one of the following remedies, at our discretion:

- Replacement of the affected components

- A reasonable compensation solution

- Remanufacture of the impacted parts in special cases

Elevated Stairs reserves the right to determine responsibility and the appropriate resolution.

Non-Refundable Situations

Refunds or replacements will not be provided for issues resulting from:

- Improper installation or failure to follow provided installation guidelines

- Incorrect site measurements, construction changes, or structural modifications

- Normal wear, aging, or natural material variation

- Design or aesthetic changes requested after final approval

Installation Responsibility

Elevated Stairs does not provide on-site installation services.

All designs are based on measurements supplied by the customer or their representatives and assume installation by qualified professionals. Proper installation is the responsibility of the customer and their installer.

Contact Information

For any questions regarding this Refund & Return Policy, please contact us at:

Email: sales@elevatedstairs.com