Returns & Refunds

At StairMod, we want you to love your lighting. If a stair lighting kit isn't the right fit for your space, we are here to ensure your return process is as smooth and straightforward as possible. This policy outlines how returns, exchanges, cancellations, and refunds are handled for all purchases made through StairMod.

1. Quick Summary

Your return must be initiated within 30 days of delivery. To be eligible, the item must be unused, uninstalled, in its original packaging, and with all internal protective inserts and components intact. Customers are responsible for return shipping on standard change-of-mind returns, and tracked shipping is required. Restocking fees of up to 15%–30% may apply if items show signs of handling, missing parts, or damaged packaging upon return inspection. If your item was damaged in transit, please report it within 48 hours with photos for an expedited, free replacement. You can reach our support team at support@stairmod.com.

2. Return Eligibility & Conditions

To qualify for a standard return or exchange, the lighting kit must be completely uninstalled, unaltered, and unused. It must also be returned in the original manufacturer packaging, including all internal foam, protective wrapping, accessories, and instruction manuals. Finally, it must be returned in resalable condition, as determined upon our warehouse inspection.

3. Non-Returnable & Final Sale Items

Certain items cannot be returned or refunded. This includes installed fixtures (any kit or strip that has been connected to electrical wiring, mounted, adhered, or assembled) and altered items (any kit with cut LED strips, spliced main cables, or modified finishes). We also do not accept returns on custom pieces such as custom sizing or special-order configurations, as well as open-box or clearance items marked as final sale at checkout. Lastly, items returned without original packaging or missing parts will not be accepted. (If a final-sale or custom item arrives damaged or defective, it is fully covered under our replacement policy below).

4. How to Initiate a Return

To initiate a return, first contact us by emailing support@stairmod.com within 30 days of delivery with your Order Number, the item(s) you wish to return, and the reason for the return. Once approved, our team will provide a Return Authorization number and the appropriate return warehouse address. Do not send items back without an authorized RA. Finally, securely repackage the item in its original box with all internal padding, ship it via a trackable, insured courier service of your choice, and provide the tracking number to our support team.

5. Return Shipping & Restocking Fees

Standard Returns: Return shipping costs are the responsibility of the customer. Because lighting kits contain delicate electronics, we strongly recommend purchasing shipping insurance with your carrier.

Restocking Fees: To cover inspection, repackaging, and restocking of specialized stair lighting, a fee may apply. Items returned in immaculate, unopened, or pristine condition incur a 0% – 5% fee. A 15% fee applies for items returned with damaged original packaging, opened parts bags, or minor signs of handling. A fee of up to 30% applies for items returned missing internal packaging, hardware, or requiring extensive repackaging to be resalable.

6. Damaged in Transit, Defects & Replacements

We take extreme care in packaging delicate components, but transit damage can occasionally occur. If an item arrives broken or defective, you must notify us within 48 hours of delivery at support@stairmod.com. Please include your Order Number, a brief description of the issue, and clear photos or videos of both the damaged item and the shipping box/shipping label. Once verified, we will immediately dispatch replacement parts or a full replacement kit at zero cost to you. Please note that StairMod is not liable for and does not reimburse any third-party electrician fees, installation charges, or labor costs under any circumstance.

7. Order Cancellations

We process orders rapidly to ensure fast dispatch worldwide. Cancellation requests must be submitted immediately by emailing support@stairmod.com. Once an order has entered fulfillment or has been dispatched (typically within 24–48 hours), it cannot be canceled and must be processed as a standard return once received.

8. Refunds & Processing Times

Once your return package is delivered to our inspection facility, please allow 3–7 business days for our team to inspect the condition of the kit. Upon approval, your refund (minus any applicable original shipping or restocking fees) will be processed back to your original payment method. Please allow an additional 3–10 business days for your financial institution to post the funds back into your account.

9. Refused Deliveries & Undeliverable Parcels

If a shipment is refused upon delivery, unclaimed, or returned to sender due to an incorrect address provided at checkout, the refund will be processed only once the package is returned to our facility. Applicable return shipping fees and handling charges will be deducted from the final refund amount.

10. Contact Us

For any return, refund, or warranty inquiries, our team is here to assist you by email at support@stairmod.com. Our operating hours are Monday – Friday, 9:00 AM – 5:00 PM (AEST).