DELIVERY & RETURNS

This Delivery and Returns procedure must be read in conjunction with our current Terms and Conditions . Pear Stairs reserves the right to amend, alter and change these conditions from time to time and without prior notice. We recommend that you read and understand this procedure prior to making a purchase and when returning items back to us.

Delivery

Delivery times vary depending on the product range. Please see the table below:

Stair Parts

The delivery charge for all UK Pear Stairs orders is £21.00 + VAT up to 10kg with a further 32 pence for each additional 1kg.
The final delivery charge will be calculated when you check out.

Staircases

The final delivery charge will be dependent on delivery address and will be calculated at check out. PLEASE NOTE: KERBSIDE DELIVERY ONLY.

Exceptions

We are unable to deliver to Northern Ireland (BT postcodes), Isle of Man (IM Postcodes), Isle of Wight (PO30 to PO41 postcodes), Jersey & Guernsey (JE & GY Postcodes), Isle of Scilly (IM1 - IM99 & TR21 - TR24 Postcodes) and the Highlands and Islands of Scotland (HS1 - HS9; IV1 - IV56; KA27 - KA28; KW1 - KW17; PA20 - PA78; PH17 - PH50; ZE1 - ZE3)

Bulky items, busy postal seasons and national holidays may increase delivery timescales. If unsure, please contact us.

Pear Stairs shall not be held liable or deemed in breach of contract when deliveries are delayed outside of our normal quoted times where that delay is affected directly or indirectly by industrial action, adverse weather, earthquakes, explosion, fire, flood, accident, terrorist attacks, force majeure, war or threats of war, civil disturbances, sabotage, fuel shortages, power failure, machinery breakdown or failure, government restrictions, acts, bye-laws, prohibitions or any other measures put in place by the government, parliament, or local authorities, or anything that is reasonably outside our control.

48hr guaranteed delivery (Working days only) - RICHARD BURBIDGE ONLY ORDERS

Our 48hr Guaranteed Delivery is available for Richard Burbidge products only. 
Orders containing a mix of products that include both Richard Burbidge and non Richard Burbidge products are excluded from the 48hr delivery guarantee.
We suggest that you place separate orders for non Richard Burbidge products and Richard Burbidge products should you wish to take advantage of the 48hr delivery guarantee.
Please note that the 48hr guarantee does not cover products that are out of stock with our supplier, Richard Burbidge Ltd. We will contact you should this be the case. 
Our 48hr delivery guarantee is subject to the exceptions listed above.

Quick Despatch (Stair parts)

We aim to despatch deliveries as soon as possible. For logistical purposes, orders received on a weekend, a bank holiday or after 12pm on a workday, will be counted as being received on the following working day.
Stocked items will normally be despatched on the day the order is received, non-stocked items will usually be despatched on the following working day. 

Delivery is usually on the working day following despatch via overnight carrier.

Delivery days are working days Monday to Friday, 8am to 6pm, excluding Bank holidays. 
Deliveries may also be on a Saturday at the discretion of the carrier (sorry, we cannot book deliveries for a Saturday delivery).

A signature may be required on receipt of goods. Goods may be left by the carrier if authorised to do so. This is usually at the discretion of the driver. Goods left unattended will be the responsibility of the customer.

Failed deliveries will be re-attempted at the discretion of the carrier. We reserve the right to pass on any charges we incur from the carrier for failed deliveries.

Collections

You may collect your order from us if you wish. Please ensure that you make the appropriate selection when you checkout. You will not be charged delivery, and we will contact you to let you know when your order is/will be ready.

Returns

ALL RETURNS MUST BE SENT TO PEAR STAIRS AT THE ADDRESS BELOW.

Staircases and stair parts made to order or specifically made or altered to your specification cannot be returned unless faulty. Please call us on 01938 553311 for advice.

At Pear Stairs, we realise that things can go wrong. Please check all packaging on receipt of delivery for obvious signs of damage.
If you find that your order is damaged, please do not accept delivery and call us on 01938 553311 as soon as possible.

We aim to accept all returns and will work with you to ensure as far as possible, a hassle free transaction.

You will be responsible for the cost or returning any goods to us, however, we will refund your reasonable postage back to us if the goods are found to be faulty or we have supplied in error. Responsibility for the goods will remain with you until received by us in full.

All items being returned must be in their original packaging and in a saleable condition. Damaged, modified or used items will not be accepted unless faulty. Goods must be stored correctly to prevent water, damp, UV and heat damage, discolouration, staining, distortion, twisting, warping, dents, scrapes, scratches, mildew, mould, insect, and other such damage from inappropriate storage. Items not abiding with these terms will not be accepted for refund and will be returned to you at your cost. You must advise of all returns within 14 days from delivery. 

Ensure all returned products are adequately and securely packed. Any damage to the product during transit through inappropriate packaging will not be accepted and will be returned to you.

Items manufactured to order or made specifically to your requirements cannot be returned unless faulty. This includes the Heritage range of stair parts that have a 4-week lead time.

Unwanted and Surplus Goods

There are two systems under which you may return your unwanted goods to us:

1. Distance selling
2. Our 30-day money back guarantee

Please note: 
Although you are not obliged to give us a reason for your return, a short explanation will help us to improve our services and product range in the future. 

1.  Statutory Distance Selling Act

Under this system, you may examine the goods for up to 28 calendar days after delivery.
You must notify us of your intent to return the goods within 14 calendar days, starting on the day following the day of delivery.
Please click here for a Returns Form.
You have a further 14 calendar days to return the goods to us. This 14-days starts on the day following your notification to us of your intent to return the goods. We must have received your returned item/s on this 14^th day at the latest.
You will be responsible for all costs associated with returning the goods to us and responsibility for the goods will remain with you until we have received them in full.
Returns received outside of these 14-day deadlines will incur a re-stocking fee, and will not be entitled to having the outgoing delivery refunded.
A full refund of the cost of sending the order to you will only be entertained on the return of the complete order and if returned within the time limits set out above.
Costs incurred by you to return items to us will not be refunded unless the returned items are faulty or we have sent items in error. In either of these cases, we will refund reasonable postage costs.

If you miss the 14-day deadline, you may still return items to us under our 30 day money back guarantee as outlined below.

2. Our 30-day Money Back Guarantee

You may return unwanted or surplus goods to us within 30 days from delivery with our 30 day money back guarantee. All refunds exclude outgoing delivery charges. Your statutory rights remain unaffected.

You will be responsible for all costs associated with returning the item to us. Responsibility for the goods will remain with you until we are in full receipt of the goods.

Goods must be in an unused, undamaged and a saleable condition complete with original unopened packaging and all component parts including any promotional items received with the order. We reserve the right to refuse goods if we believe that they have been used, damaged, defaced or treated in a manner that renders them in a condition that cannot be re-sold as new.

We reserve the right to reject goods received outside of our 30-day money back guarantee and return the items to you at your cost. If we decide to accept your return, a 20% re-stocking fee will be applied.

A copy of a completed returns form must be included with the returned goods.
Please click here for a Returns Form.

Please note:
Although you are not obliged to give us a reason for your return, a short explanation will help us to improve our services and product range in the future.

Damaged Goods

If you have received damaged goods, you must inform us immediately on 01938 553311.

All goods must be checked for damage at the time of delivery.

If you suspect that your goods are damaged, for example, if you notice damage to the outer packaging:
   1. You MUST photograph the damaged packaging before removal;
   2. You MUST check the goods concerned by removing the packaging just enough to reveal the area of the goods under suspect;
   3. You MUST photograph the damage to the goods. Ensure that you take enough photos to give us as much information as possible.
   4. You MUST ensure that the driver is notified of any damage found and that he reports the damage.
   5. You MUST NOT sign for the goods as unchecked; 
   6. You should refuse delivery if the damage is obvious and extensive.

In any case, call us immediately on 01938 553311.

If there is no visible sign of damage at delivery, then sign for the goods as requested.
You MUST then check your complete order for damage as soon as possible, and you MUST inform us of any damages or shortages within 48hrs of delivery.
Failure to notify us within the 48hrs may result in any claim being rejected.

You MUST NOT install damaged goods - if damaged goods are installed this is deemed as acceptance of the goods. We reserve the right to reject any claims for credit or replacements on damaged goods that have been installed as we cannot prove liability. All goods should be thoroughly checked for damages before installation.

You will be asked to take as many photos as required for us to investigate your claim.

Faulty Items

If you believe the goods to be defective or faulty, please check all documentation before contacting us to negate the possibility of any misunderstanding.

If you still believe the goods to be defective, or if a fault develops after receipt of goods, then please contact us prior to returning the goods for advice.
All returns will require the completion of a Returns Form and should be sent to us at the address below.

If we agree with you upon inspection of the faulty goods returned to us, we will at our discretion offer either a full refund or a replacement product. If the product is out of stock, or no longer available, we reserve the right to replace the item with a suitable, similarly priced alternative. We will, of course, contact you first.

You will be responsible for sending faulty items to us. We will refund reasonable postage cost if the items are found to be faulty.

You must ensure that all component parts, including any promotional items received, are returned to us, along with a copy of your completed returns form.

Click here to complete a Returns Form

If you are uncertain of whether an item can be returned, please call Pear Stairs on 01938 553311 for help and advice.

We recommend the following couriers:

• Interlink Express (Under 1m, must be packed in cardboard)
• Night Freight       (Over 1m, must be wrapped)

*By working day, we mean Monday to Friday excluding bank holidays and the Christmas period.

RETURN ADDRESS:

RETURNS
PEAR STAIRS LTD
MILL LANE
WELSHPOOL
POWYS
SY21 7BL

Updated July 2018