Cancellation and Refund Policy
Your rights if you change your mind after agreeing to buy a stairlift.
Last updated: 17 October 2026
This summary explains your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It does not affect your other legal rights. Your written quote and contract confirm the details that apply to you.
Your 14-day right to cancel
Because we usually agree contracts at your home, you normally have 14 days to cancel without giving a reason. The 14 days start the day after the stairlift is delivered or, for a service-only contract, the day after the contract is agreed. To cancel, tell us clearly in writing, by email to contact form or by post to Hammonds, Harpers Hill, Nayland, Suffolk CO6 4NT. You may use the model cancellation form from GOV.UK but you do not have to.
Refunds
If you cancel in time, we refund payments within 14 days of getting your notice, to the same payment method you used. If a stairlift has already been fitted, we will arrange to remove it, and we ask that you keep it safe until then.
If you ask us to start work during the 14 days
You may ask us to fit your stairlift before the 14 days have ended, for example after a hospital discharge. If you do and then cancel, you pay a fair proportion for the work done up to that point, including fitting and removal. We will explain this before you agree to an early start.
Made-to-measure rails
Curved stairlift rails are manufactured to the exact shape of your staircase. The law lets you lose the right to cancel for goods made to your specifications. Once we order your curved rail we cannot cancel the manufacturing, so we ask you to confirm the order in writing and we will remind you of this before we place it. You can still cancel before manufacturing starts, and your statutory rights for faulty goods are unaffected.
Faulty or unsafe goods and services
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose, and services must be provided with reasonable care and skill. If something is wrong, contact us and we will repair, replace or refund as the law requires. See also our complaints policy.
Rentals
For rentals, the minimum term, monthly fee and any early return charge are set out in your rental agreement. The 14 day cancellation right applies as described above.
Contact
Use our contact form if you are unsure about your rights.