TERMS & CONDITIONS OF SALE FOR STAIRLIFTS

MK STAIRLIFTS

1. THESE TERMS

1.1 These are the terms and conditions on which we contract with you and supply a stairlift and related installation services (“the Product”). Please read these terms carefully before placing an order.
1.2 Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or other applicable law.

2. WHO WE ARE AND HOW TO CONTACT US

2.1 We are MK Stairlifts, a company registered in England and Wales.
Company Registration Number: 10991229
Registered Office & Trading Address: Fairbourne Drive, Atterbury, Milton Keynes, England, MK10 9RG
Telephone: 0333 015 5014
Email: orders@mkstairlifts.co.uk

3. DEPOSIT (75% MANUFACTURING DEPOSIT)

3.1 Because most stairlifts involve bespoke rails and custom-engineered configurations, we incur significant non-recoverable costs upon ordering.
3.2 We require a Manufacturing Deposit of 75% of the total order value when you place your order.
3.3 The deposit secures your manufacturing slot and allows us to place your bespoke order into production.
3.4 Installation dates are estimates only and are subject to factory lead times, delivery schedules, and availability.

4. CANCELLATION & BESPOKE GOODS

4.1 Your right to cancel may be restricted where the Product includes bespoke goods (for example, made-to-measure rails) under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 once production has commenced.
4.2 Before Production (order not processed / manufacturing not commenced):
If you cancel before the factory order has been processed and manufacturing has commenced, we will refund your deposit minus a £95.00 Administration & Technical Survey Fee.
4.3 After Production (manufacturing commenced):
If you cancel after the bespoke rail has entered production at the factory (even if not yet installed), the 75% Manufacturing Deposit is non-refundable, as the bespoke components cannot be resold or reused.
4.4 After Installation:
Once installation has been completed, you do not have a right to cancel simply because you have changed your mind. This does not affect your statutory rights if goods/services are faulty or not as described.
4.5 Removal on request:
If you request removal after installation, removal is a chargeable service: £295.00 Straight / £395.00 Curved.

5. PUTTING YOUR ORDER ON HOLD

5.1 You can request to put your order on hold for up to six months from the date of your order, provided we have not started manufacturing.
5.2 If seven months pass and we have been unable to install the stairlift due to reasons not attributable to us, we may cancel the order and deduct reasonable direct costs for work completed and bespoke materials incurred from your deposit.

6. STAIRLIFT OWNERSHIP

6.1 Ownership of the stairlift and associated equipment remains the sole property of MK Stairlifts until all monies due have been paid in full.

7. BUYBACK

7.1 We do not offer a buyback option. As most rails are bespoke and made-to-measure for a specific home, the rails have no resale value.
7.2 Removal of equipment after the warranty period is a chargeable service.

8. SUPPLY AND INSTALLATION

8.1 While we strive to provide accurate installation dates, these are estimates and are subject to factory lead times and logistics and cannot be guaranteed.
8.2 Aborted / Failed Attendance (Access): If you fail to provide necessary information or access to your property for installation without at least 48 hours’ notice, we may charge an Aborted Call-Out Fee:

• £175.00 for Straight Stairlifts
• £250.00 for Curved Stairlifts
  8.3 We are not liable for delays caused by technical problems, shipping delays, or third-party factors outside our control.

9. DEMONSTRATION AND ACCEPTANCE

9.1 The user or a nominee must be present at installation for a safety demonstration.
9.2 Upon completion, you (or your nominee) must sign the Handover Certificate, confirming the lift is in proper working order and you understand the safety operations.

10. PREPARATORY WORK

10.1 You are responsible for any preparatory work (e.g., electrical spurs, socket changes, carpentry, or making good) unless specifically agreed by us in writing.
10.2 We are not liable for pre-existing structural defects in the staircase, floors, walls, or surrounding areas discovered during installation.

11. ASBESTOS

11.1 If we suspect the presence of asbestos, work will be suspended immediately. You must engage a licensed contractor for testing/removal at your expense before work resumes.

12. STAIRLIFT WARRANTY, SERVICING & OPTIONAL PLANS

12.1 Standard Warranty: New stairlifts supplied and installed by MK Stairlifts include a 12-month parts and labour warranty for manufacturing defects, subject to the exclusions in 12.4.
12.2 Optional Service / Protection Plans: If you purchase an extended plan (Silver/Gold/Platinum), plan cover applies as set out in the plan terms provided with your paperwork/invoice. In summary:

• Silver & Gold: cover annual servicing and labour (replacement parts are chargeable).
• Platinum: covers labour, servicing, and functional replacement parts (mechanical/electrical components required for the lift to operate safely and as intended). Cosmetic/trim items are excluded (e.g., upholstery/seat covers, plastics/shrouds, decals).
  12.3 Parts standard (where included under Platinum): Where parts are included, we will supply and fit genuine manufacturer (OEM) parts, which may be new or professionally reconditioned depending on availability.
  12.4 Warranty/Plan exclusions: The warranty/plan may be void or excluded where faults arise from misuse, neglect, accidental damage, unauthorised modification/tampering, liquid spills, external causes (e.g., power surge), or where the unit is left off-charge for extended periods causing battery failure.

13. PAYMENT OF BALANCE (25%)

13.1 The remaining 25% balance must be paid in advance of installation and before an engineer is dispatched to your property. We will send a secure payment link by SMS/email.
13.2 If the balance has not been received, we will not attend site and installation will be postponed.
13.3 If, in exceptional circumstances, installation has already taken place and payment remains outstanding, we reserve the right to isolate (switch off) the stairlift until the balance is cleared.

14. COMPLAINTS

14.1 Complaints should be sent to orders@mkstairlifts.co.uk.
14.2 We aim to resolve all issues within one month.

15. LEGAL RIGHTS AS A CONSUMER

15.1 These terms do not affect your statutory rights under the Consumer Rights Act 2015.

16. OUR RIGHTS TO END THE CONTRACT

16.1 We may end the contract if you breach these terms (for example, non-payment or denied access).
16.2 We reserve the right to claim compensation for reasonable direct costs we have incurred as a result of the breach (for example, bespoke materials already ordered and payment processing fees already charged).

17. WHICH LAWS AND COURTS APPLY

17.1 These terms are governed by English law and subject to the exclusive jurisdiction of the courts of England and Wales.

18. PERSONAL DATA

18.1 We handle your personal data in accordance with the UK GDPR and our Privacy Notice available on our website.

19. CUSTOMER CARE & “NO FAULT FOUND”

19.1 We are committed to excellent service and may ask you to complete reasonable troubleshooting/triage steps by phone before we dispatch an engineer (where possible).
19.2 User Error / No Fault Found: If an engineer attends and finds no technical fault (e.g., key turned off, unit off-charge, obstruction, seat not locked), a Standard Call-Out Charge of £150.00 applies regardless of warranty or service plan status.