Terms of service

Terms of Service

These terms apply when you buy from Stair Components Queensland or use our website. Please read them before you order — placing an order means you accept them.

We've written these in plain English. Nothing here takes away rights you have under the Australian Consumer Law. If you do not agree, please do not use our website or services.

1. Who you're dealing with

This website and store are operated by Between 2 Floors ABN 47 613 926 533, trading as Stair Components Queensland, of 31B Technology Drive, Warana QLD 4575.

In these terms, "we", "us" and "our" means Between 2 Floors ABN 47 613 926 533, trading as Stair Components Queensland. "You" means the person or business placing the order.

2. How an order is made

Prices and products shown on our website are an invitation for you to place an order, not an offer we're bound to accept.

A contract forms when we confirm your order — not when you click checkout, and not when payment is taken.

We may decline an order, or part of one, if:

• the item isn't available or the timber isn't obtainable in the grade required
• we can't deliver to your address
• there's an error in the price or product description
• we have reasonable concerns about the order

If we decline after payment, we refund you in full.

3. If a price is wrong

We take care with pricing, but errors happen — especially across a catalogue of machined timber products.

If we spot a pricing or description error after you order, we'll contact you before machining begins and give you the choice of proceeding at the correct price or cancelling for a full refund. We won't simply charge you the higher amount.

4. Prices, GST and payment

All prices are in Australian dollars and include GST unless stated otherwise. Delivery is charged separately and confirmed before your order is accepted.

Payment is due in full before we begin machining, unless we've agreed different terms with you in writing.

5. Made-to-order products and the stair configurator

Most of what we sell is machined specifically for your order.

Our stair configurator is a design and pricing aid. It generates a component package and price from the dimensions you enter. It doesn't inspect your site, and it can't know anything you haven't told it.

You are responsible for the dimensions you enter and for checking that the resulting design suits your build. We're happy to look over your figures before you order — ask us. If we do check them, we'll do so with reasonable care, but the final measurements on your order remain yours to confirm.

Quotes generated by the configurator are valid for 30 days unless we say otherwise, and are subject to timber availability.

Machining tolerances apply. Components are cut to the nominal dimensions shown on your order within normal manufacturing tolerance for solid timber.

6. Building compliance is not ours to certify

We supply components. We don't design, certify, install or inspect staircases.

Whether a finished staircase complies with the National Construction Code, the Queensland Development Code, or any local requirement — riser heights, goings, landings, balustrade heights, gap spacing, fall protection, fire requirements — depends on how the components are assembled and installed on your site. That's the responsibility of you, your builder, your installer and your certifier.

Our components are intended to be installed by a suitably qualified and licensed person. Stairs are a structural element and a fall risk, and correct installation matters as much as correct manufacture.

Any guidance we publish or give you — including articles on our website — is general information, not a compliance certification and not a substitute for advice from a qualified building professional.

If your project needs certification, arrange it before you order.

7. Delivery, collection, risk and title

We'll agree a delivery date or collection time with you once your order is ready.

Risk in the goods passes to you when they're delivered to your address or collected from our workshop. From that point they're yours to store and protect — see our Returns & Refund Policy for how timber should be stored.

Title in the goods stays with us until you've paid for them in full.

For deliveries, please make sure someone is available to receive and check the goods, and that the site is accessible for a vehicle carrying long timber. If we can't deliver because access wasn't available or nobody was there, a re-delivery charge may apply.

8. Lead times

Our typical production lead time is 5–10 business days from order confirmation and payment.

That's an estimate based on our workshop schedule and timber availability, not a guaranteed date. We'll tell you promptly if your order is going to take materially longer, and you can cancel for a full refund if we can't supply within a reasonable time.

If you're working to a fixed site date, tell us before you order so we can be honest with you about whether we can meet it.

9. Product information

We describe our products as accurately as we can, including species, dimensions, profiles and grade.

Timber is a natural material and varies in colour, grain, figure and markings. Photographs are indicative rather than exact. Section 7 of our Returns & Refund Policy explains this in detail, and forms part of these terms.

10. Returns and refunds

Our Returns & Refund Policy forms part of these terms. It sets out your rights if something is faulty, damaged or incorrect, and the limited circumstances in which we accept change-of-mind returns.

11. Your account

If you create an account, keep your login details secure and let us know if you think someone else has accessed it. You're responsible for activity on your account.

We may suspend or close an account that's being used fraudulently or in breach of these terms.

12. Using our website

Please don't misuse the site — no attempting to break into it, scrape it at a scale that affects other users, introduce malicious code, or copy our content for a competing business.

Product photographs, descriptions, articles, the configurator and the site design belong to us or our licensors. You're welcome to view, share and print them for your own project. You may not reproduce them commercially without our written permission.

13. Your rights, and the limits of our liability

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies those rights. Where anything here conflicts with the ACL, the ACL wins.

Beyond those rights, and only to the extent the law allows:

• we aren't liable for indirect or consequential loss — for example lost profits, site delay costs, or the cost of other trades standing idle
• where the law permits us to limit our liability for goods not ordinarily bought for personal or household use, we limit it to replacing or repairing the goods, supplying equivalent goods, or refunding what you paid
• we aren't responsible for loss caused by installation, alteration, finishing or storage carried out by you or someone acting for you

Nothing in these terms limits liability that can't be limited by law, including for death or personal injury caused by our negligence.

14. Trade customers

If we've agreed separate account or credit terms with you in writing, those terms apply alongside these ones and prevail if there's a conflict.

Consumer guarantees under the Australian Consumer Law apply to goods costing under $100,000, including goods bought for business use, though different rules can apply where goods are acquired to be re-supplied or transformed in trade or production. If you want certainty about your position, talk to us and we'll set it out in writing.

15. Privacy

We handle personal information in line with our Privacy Policy, which forms part of these terms.

16. Things outside our control

We're not liable for delays or failures caused by events beyond our reasonable control — severe weather, flooding, fire, supply chain failure, machinery breakdown, industrial action, or government action.

If something like that happens we'll tell you, do what we reasonably can to minimise the delay, and if we can't supply within a reasonable time you can cancel for a full refund.

17. Changes to these terms

We may update these terms. The terms that apply to your order are the ones published when we confirmed it — changes don't apply retrospectively to orders already accepted.

The current version is always the one on this page.

18. If part of these terms doesn't apply

If any part of these terms turns out to be unenforceable, that part is treated as removed and the rest continues to apply.

19. Which law applies

These terms are governed by the law of Queensland, Australia. Disputes go to the courts of Queensland, though this doesn't stop you using any consumer dispute resolution service available to you.

20. Talk to us first

If something's gone wrong, contact us before anything else. Most problems are quicker to fix with a phone call than a formal complaint, and we'd rather sort it out directly.

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 Between 2 Floors ABN 47 613 926 533, trading as Stair Components Queensland.

Last updated: August 2026