Can you return a stairlift? A Guide to Return Policies

While standard retail returns are common, returning a stairlift is a far more complex process that can come with significant restrictions and fees. Navigating the purchase of mobility equipment requires understanding the specific return policies, as custom-made items are often non-refundable. This guide addresses the critical factors and scenarios associated with returning a stairlift.

Quick Summary

Return policies for stairlifts vary significantly by type and vendor, with custom-made curved models typically non-returnable. Straight stairlifts may offer a limited return window, but buyers often face substantial restocking, freight, and cancellation fees. Other options include renting or exploring buyback programs for used units.

Key Points

• Curved vs. Straight: Curved stairlifts are almost never returnable after production begins, whereas straight stairlifts might have a narrow return window.

• Significant Fees: Be prepared for substantial restocking, freight, and cancellation fees if you return a straight stairlift, which can significantly reduce your refund.

• Custom Production is Final: The custom nature of stairlifts means your purchase may become non-refundable once your personalized track is manufactured.

• Rental vs. Purchase: A rented stairlift is much easier to return than a purchased one, with vendors typically handling removal after the rental period ends.

• Buyback Programs: Some dealers may offer to buy back a used stairlift, but this is not guaranteed and the resale value will be heavily influenced by its age and condition.

• Review the Policy First: Always read the return and cancellation policy carefully before placing an order to avoid unexpected fees and limited options.

• Professional Removal: Even if returned or sold, a trained engineer should professionally remove the stairlift for safety reasons.

Return Policies for Straight Stairlifts vs. Curved Stairlifts

When it comes to returning a stairlift, the type of unit you purchased is the most critical factor. The distinction between straight and curved models dictates the entire process, from eligibility for return to associated costs.

Curved Stairlifts are Almost Always Non-Returnable Curved stairlifts are custom-engineered and manufactured to fit the precise dimensions and angles of a specific staircase. Because they are not standardized and cannot be repurposed, reputable companies universally enforce a strict no-return policy once production has started or the item has shipped. If you cancel an order for a custom curved stairlift after measurements are taken but before production is completed, you can still expect to pay a significant cancellation fee.

Straight Stairlifts Offer Limited Return Options Straight stairlifts are built with a more standardized design and can, in some cases, be reused. This allows some dealers to offer a limited return window, typically within a few business days of receipt. However, buyers must be aware that returning a straight stairlift is rarely as simple as a regular retail return. Most vendors will charge significant fees to cover their expenses.

Potential Costs and Fees When Returning a Stairlift

Returning a stairlift is not a cost-free process. Several financial considerations are involved, even with a straight model, and they can significantly reduce your refund.

• Restocking Fees: These are standard for many companies and can be a percentage of the gross selling price, often 15% or more.
• Freight and Shipping Charges: You are typically responsible for both the initial outbound freight costs and the return shipping expenses. These can be considerable due to the size and weight of the equipment.
• Cancellation Fees: If you cancel a straight stairlift order before it ships but after the track has been cut to size, you will likely be charged a cancellation fee.
• Removal Fees: For installed units, some companies may charge a fee for a qualified engineer to professionally remove the equipment. This is necessary to ensure the electrical components are safely disconnected.

How to Return a Straight Stairlift

If your straight stairlift is eligible for a return, here are the steps you'll likely need to follow:

1. Review the Original Agreement: Carefully re-read the purchase agreement or receipt to confirm the specific return policy and timeline offered by your vendor.
2. Initiate a Return Request: Contact the seller's customer service department and request a Return Authorization (RA) number, which is required for most returns.
3. Arrange for Shipping: Coordinate the return shipping, understanding that you may be responsible for the freight costs.
4. Prepare for Inspection: The refund will be processed only after the unit has been received, inspected, and deemed to be in new condition. Any visible damage or excessive wear could jeopardize your refund.

Alternatives to Returning an Unwanted Stairlift

If a return is not possible or the fees are too high, there are other avenues to consider for an unwanted stairlift.

• Selling to a Dealer: Some stairlift companies offer buyback programs, especially for standard straight models that are in good condition. The offer will depend on the lift's age and condition, and the company will factor in the cost of removal and refurbishment.
• Donating the Unit: Donating a stairlift to a non-profit organization or charity can be an option for some. If the organization accepts it, you might be eligible for a tax deduction.
• Selling It Yourself: While possible, selling a used stairlift independently is complex and poses several challenges, such as safely un-installing it, finding a buyer whose staircase fits the specifications, and navigating safety liability concerns.

Comparison Table: Returns for Different Stairlift Types

Feature	Curved Stairlift	Straight Stairlift	Rented Stairlift
Return Eligibility	Non-returnable once in production.	Limited return window (e.g., 5-30 days) from select vendors.	Easy return process; simply schedule removal.
Cancellation Fees	High fees (e.g., 25-60%) for cancellation after survey, but before production.	Modest fees (e.g., $200-$250) if canceled after track cut, before shipment.	No cancellation fees typical for rentals.
Refund	Not applicable once in production.	Partial refund available, subject to restocking, freight, and other fees.	Full deposit may be returned upon removal and inspection.
Restocking Fee	Not applicable.	Common (e.g., 15%+).	Not applicable.
Outbound Freight	Not applicable.	Deducted from refund.	Not applicable.
Used Unit Options	No market; scrap value only.	Possible resale through dealer buyback or private sale.	Company retains possession; no resale option.

Conclusion

While the answer to "can you return a stairlift?" is technically yes for some models, the reality is far from a simple exchange. Custom-made curved stairlifts are almost universally non-returnable once the manufacturing process begins. Straight stairlifts offer a better chance of a return, but they come with significant financial consequences, including restocking and shipping fees. Your best course of action is to thoroughly understand the vendor's return policy before purchasing, particularly the distinction between curved and straight models. If a return is not feasible, exploring buyback programs, donation, or private sale are alternatives, each with its own set of challenges.

Frequently Asked Questions

Can you return a curved stairlift?

No, it is highly unlikely you can return a curved stairlift. Because these units are custom-built to match the exact dimensions of your unique staircase, they cannot be resold or repurposed. Most purchase agreements specify they are non-returnable and non-refundable once manufacturing begins.

What fees are associated with returning a straight stairlift?

If your vendor permits returns on a straight stairlift, you can expect to be responsible for restocking fees (often 15% or more), outbound and return freight costs, and possibly a fee for track preparation. The final refund will be reduced by these charges.

Can I get a full refund if I cancel my stairlift order before installation?

A full refund is generally possible only if you cancel before any custom work, such as cutting the track, has begun. Most companies charge a cancellation fee if you pull out after the initial measurement or survey, even if the unit has not yet shipped or been installed.

Are used stairlifts returnable?

No, used stairlifts are not returnable. However, some companies offer buyback programs for used models, especially straight stairlifts that are in good condition and only a few years old.

What if my stairlift is faulty? Can I return it then?

If a stairlift is defective or faulty, it falls under the manufacturer's warranty, not the standard return policy. In this case, the manufacturer will typically repair or replace the unit, rather than issuing a refund.

What happens if I refuse the stairlift delivery?

If you refuse a stairlift shipment, you will likely incur significant fees. The vendor may deduct the initial freight costs, return shipping charges, and a penalty fee from your deposit, resulting in a substantial financial loss.

Is a rented stairlift easier to return than a purchased one?

Yes, a rented stairlift is much easier to return. The rental agreement includes a pre-defined removal process, so when you no longer need the lift, you simply arrange for the company to pick it up, avoiding the fees and complexities associated with returning a purchased unit.