Refund policy

Returns & Refund Policy

At Stair Components Queensland we machine solid timber stair components to order in our Warana workshop. This policy explains what happens if something isn't right, and what we can and can't do when you change your mind.

1. Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy limits those rights. Where anything below appears to conflict with the Australian Consumer Law, the law applies.

2. Made-to-order products

Almost everything we sell is cut and machined to your order — treads to your chosen going and length, stringers cut to your rise and run, risers docked to size, and complete packages generated by our stair configurator.

Because these products are made specifically for you, we cannot accept change-of-mind returns on made-to-order items. Please check your measurements carefully before ordering, and get in touch if you'd like us to review them first — we're happy to, but do not take responsibility for any incorrect measurements.

3. Faulty, damaged or incorrect items

Contact us if any product is:

• faulty or not of acceptable quality
• damaged when it reaches you
• not what you ordered, or not machined to the dimensions specified

We will ask for your order number, a description of the problem, and photographs where relevant. We'll then work out with you whether a repair, replacement or refund is appropriate.

For faulty, damaged or incorrect items we cover return freight. No restocking fee applies.

4. Please check your delivery

Timber can be damaged in transit, and freight carriers impose short windows for damage claims. Please inspect your order when it arrives and tell us within 48 hours if anything is damaged, with photographs.

5. Before you install

Please check every component against your order before you install, cut, sand, seal, stain, paint or oil it.

Once a product has been installed or finished we can't take it back, and it becomes much harder to determine whether a fault was present on delivery. If you think something is wrong, stop and contact us before going further.

6. Change of mind — stock items

For the small number of items we hold as standard stock, we may accept a change-of-mind return within 14 days of delivery or pickup, at our discretion, provided the product is:

• unused, uninstalled and unfinished
• in its original condition and packaging
• accompanied by proof of purchase

For approved change-of-mind returns:

• return freight is arranged and paid for by you
• a 20% restocking fee applies
• the original delivery charge is not refunded

Contact us before sending anything back. Items returned without an agreed return will not be accepted.

7. Natural timber characteristics

Timber is a natural material. Variation in colour, grain, figure, gum veins and small tight knots is normal and expected, and differs between and within species — Blackbutt, Spotted Gum, American Oak, Pacific Oak, Tasmanian Oak, Merbau and Melunak all behave differently. Product photographs are indicative; your timber will not be identical to them.

Timber also moves with moisture and humidity. Components should be stored flat, in a dry area. Movement that occurs after delivery because material was stored badly, installed wet, or installed into an unsealed or unconditioned space is not a manufacturing fault.

These are characteristics of the product, not defects. If you're unsure whether what you're seeing is normal, send us a photo and we'll tell you.

8. Cancellations

You can cancel an order at any time before we begin machining it, for a full refund.

Once cutting has started on a made-to-order item we generally can't cancel it, because the timber has been committed to your dimensions. If you need to cancel after that point, contact us — we'll tell you what stage your order is at and what, if anything, we can do. A charge may apply to cover material and machining already carried out, but we will endeavour to help.

9. Return freight

Where we are responsible — faulty, damaged or incorrect goods — we arrange and pay for return freight, or collect from you.

Where you are returning goods by choice under section 6, freight is your responsibility. Stair components are long, heavy and easily damaged, so please pack them properly and consider insuring the shipment. Until goods reach us in acceptable condition, the risk of loss or damage in transit sits with you.

10. Refunds

Once we've received and inspected a return, we'll let you know the outcome.

Approved refunds go back to your original payment method. Allow 5–10 business days for the funds to appear, depending on your bank or card provider. If more than 15 business days have passed since we confirmed your refund and you still haven't seen it, contact us and we'll chase it up.

11. How to request a return

Email store@staircomponentsqueensland.com.au with:

• your order number
• what the problem is
• photographs

Please don't send anything back before we've confirmed a return and given you the address.

Contact

Stair Components Queensland 31B Technology Drive, Warana QLD 4575 0430 547 773 store@staircomponentsqueensland.com.au Monday–Friday, 7:00 am – 4:00 pm ABN 47 613 926 533

We may update this policy from time to time. The current version is always the one published on this page.