Terms & Conditions

About these terms

These terms apply to everything Snug Stairs supplies and installs. By booking a survey or placing an order you agree to them. Nothing here affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Snug Stairs supplies and installs made-to-measure under-stairs pull-out storage in the West Midlands. Our registered address is Unit 21, The Coneygre Industrial Estate, Tipton DY4 8XP. Contact us at snugstairs@gmail.com or 0800 861 1525.

Online estimates are not fixed quotes

The price shown by our online estimator is a good-faith guide based on the options you select. It is accurate for the large majority of UK staircases, because residential stairs are built to standard proportions.

Your price only becomes fixed and binding once our surveyor has measured your staircase and issued a written quote. If the survey reveals something that changes the price, we will tell you before you commit to anything, and you are free to walk away.

The £50 survey deposit

The £50 deposit reserves your survey appointment and a provisional fitting date. It is fully refundable, and it is credited against your order if you go ahead.

• Refunded in full if the surveyor finds your staircase is unsuitable
• Refunded in full if the fixed quote is higher than your online estimate and you decide not to proceed
• Refunded in full if you cancel with at least 48 hours' notice before the survey appointment
• We may retain the deposit if you cancel with less than 48 hours' notice, or nobody is home for a confirmed appointment
• Refunds are returned to the original payment method within 14 days

Staged payments

After you accept your fixed quote, a 25% deposit is payable so that manufacture can begin. The remaining 75% balance is due on the day of installation, once the work is complete and you are satisfied with it.

Because every set is cut to your individual measurements, the 25% order payment covers materials and manufacture and is non-refundable once your parts have been cut, except where your statutory rights apply.

Your cancellation rights

As the contract is agreed in your home, you have a 14-day cooling-off period under the Consumer Contracts Regulations 2013, beginning on the day you place the order.

Made-to-measure goods are an exception to that right once manufacture has begun. If you ask us to start manufacture within the 14 days, you may lose the right to cancel, and we will make that clear in writing before you agree.

You can cancel free of charge at any point before you accept the fixed quote.

Installation day

Almost every installation is completed in a single day. To make that possible we ask that:

• The hallway and the area under the stairs are clear before we arrive
• An adult over 18 is present in the property throughout
• We have access to a standard power socket
• Any pets are kept in another room while tools are in use

Things outside our control

Some staircases hide a gas meter, an electricity consumer unit, pipework or a structural support. These are identified at the survey wherever possible and designed around.

We cannot move or alter gas, electrical or structural elements. Where a qualified trade is needed first, we will tell you at the survey and, if you prefer not to proceed, your deposit is returned in full.

We are not responsible for pre-existing defects in flooring, plaster, skirting or the staircase itself, though we will always point out anything we find.

10-year warranty

Your storage carries a 10-year warranty covering the carcass, the drawer boxes, the runners and the quality of the installation.

The warranty does not cover accidental damage, misuse, overloading beyond the stated drawer capacity, changes made by anyone else, or normal wear to paint and decorative finishes. To make a claim, email snugstairs@gmail.com or call 0800 861 1525 with your address and photographs.

Faults and complaints

If something is not right, tell us and we will come back and fix it. Please report any issue as soon as you notice it so we can put it right quickly.

Under the Consumer Rights Act 2015, our work must be carried out with reasonable care and skill and the goods must be as described and fit for purpose.

Liability

We hold public liability insurance. Our liability is limited to the value of the contract, except for death or personal injury caused by our negligence, or anything else that cannot be limited by law.

Governing law

These terms are governed by the law of England and Wales, and disputes fall to the courts of England and Wales.