Return Policy

We want you to be completely satisfied with your purchase. If you are not satisfied with your purchase for any reason, you may return the item(s) within 14 days of the order shipment date. 

To be eligible for a return, your item(s) must be in new and unused condition and in their original packaging. You must also provide a valid proof of purchase, such as an invoice or order confirmation email.

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Please note that we do not accept returns on custom orders or personalized items.

 

To initiate a return, please contact our customer service team by email info@homestairway.com. We will provide you with a return instructions on how to return your item(s).

Once we receive your return, we will inspect the item(s) and issue a refund as applicable. Refunds will be issued to the original payment method within 3-5 business days.

Please note that we do not cover the cost of return shipping. No credits will be given for freight or handling fees incurred for returns. 

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We offer two effortless ways to return your order:

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1. Head to our store

To return your merchandise at Home Stairway Ltd., please bring your items and order invoice. Your return must be made online within 14 days of the order shipment date.
Our team will inspect the items, and acknowledge your refund request.
Refunds will be issued to the original payment method within 3-5 business days.

 

2. Submit a return online!
Please contact our customer service team by email: info@homestairway.com. We will provide you with a return instructions on how to return your item(s).

 

Option 1: Contact us for a return label for a fee

 

Option 2: Use your preferred shipping courier
 

Drop off your return at any UPS store or your preferred shipping courier, and your refund will be processed as soon as we’ve confirmed we have received your return.

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Return to the below address if you use your own return carrier:

Home Stairway Ltd.

250 Bayly Street West,

Unit 14, Ajax, Ontario

L1S 3V4​

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Damage Claims

It is the responsibility of the customer to uncrate and inspect all iron balusters prior to installation for damages within five (5) business days of the delivery date. Damage claims must be filed with the Home Stairway's Customer Service within five (5) business days of the delivery date.

All solutions and replacements are at the discretion of Home Stairway Ltd. to offer.

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In the event of a damage claim, Home Stairway Ltd. requires photos or videos of the issue, and may have customers to return damaged products to our facilities.

 

Home Stairway Ltd. does not offer any warranty on iron balusters.

 

To file a damage claim, email Customer Support at info@homestairway.com