Return Policy
Jersey Stair Supply LLC · Effective July 29, 2026
1. Return Window
Returns are accepted within 30 calendar days of the delivery date. The delivery date is the date shown on the carrier’s tracking information, not the date the package is opened. Return requests submitted after the 30-day period will not be accepted.
2. Return Authorization Required
All returns require a Return Authorization (RA) Number before being shipped.
To request an RA, email sales@jerseystairsupply.com with:
- Order number
- Item(s) being returned
- Quantity
- Reason for the return
An RA number and return instructions will be issued within 1–2 business days.
Please note:
- Returns sent without an RA number will not be processed and are handled under Section 12 (Abandoned Returns).
- The RA number must be clearly written on the outside of the package.
- RA numbers expire 15 days after issuance. Your return must be postmarked within that period.
- Do not return merchandise before receiving an RA number.
3. Condition Requirements
To qualify for a refund, returned products must be:
- Unused, uninstalled, and unaltered
- Free from cuts, drilling, sanding, staining, sealing, painting, or any modification
- Free from adhesives, epoxy, shoe-set compound, or installation residue
- Returned in the original manufacturer packaging with all hardware, screws, shoes, and components included
- Accompanied by a valid RA number
Any product that has been cut, trimmed, drilled, finished, stained, painted, or otherwise modified is permanently non-returnable.
Examples include:
- Iron balusters cut to height
- Stair treads cut to length or width
- Handrails cut to size
- Box newels or other products modified for installation
Once modified, these products cannot be resold and no credit will be issued.
4. Restocking Fee
Approved returns are subject to a 20% restocking fee, calculated on the item subtotal and deducted from the refund.
The restocking fee is waived only if the return is due to:
- Shipping damage
- Manufacturer defect
- Incorrect product shipped by Jersey Stair Supply LLC
The restocking fee applies to all other returns, including:
- Change of mind
- Ordering the wrong item
- Ordering too much material
- Color or finish not meeting expectations
- Project cancellation
5. Return Shipping — Customer Responsibility
Unless the return is the result of our error, customers are responsible for all return shipping costs.
Original outbound shipping charges are non-refundable. If your order qualified for free shipping, the actual shipping cost incurred by Jersey Stair Supply LLC will be deducted from your refund.
Customers are responsible for ensuring products arrive back in resalable condition.
Please:
- Pack products in a rigid box or shipping tube with adequate cushioning.
- Individually wrap finished wood and iron products to prevent scratches.
- Ship using a trackable and insured shipping method.
- Retain your tracking information until the refund has been completed.
Products received with shipping damage due to inadequate packaging will not qualify for a refund.
Returns lost in transit remain the customer’s responsibility until received by Jersey Stair Supply LLC.
6. LTL / Freight Returns
Products measuring approximately 8 feet or longer, including handrails, long stair treads, box newels, oversized balusters, and palletized orders, must be returned via LTL freight.
Requirements include:
- Proper crating or palletizing
- Protective edge guards
- Banding or secure wrapping
- Freight Return Authorization before scheduling shipment
Long products shipped back by parcel carriers may be refused.
Customers are responsible for all freight charges, including:
- Liftgate service
- Residential pickup fees
- Reconsignment charges
- Any additional freight-related fees
Freight returns damaged due to improper packaging are not eligible for refund.
7. Damaged, Defective, or Incorrect Products
If Jersey Stair Supply LLC shipped the wrong item or the product arrived damaged or defective, we will cover all replacement or return shipping costs. No restocking fee applies.
Notification deadlines:
Parcel Shipments (UPS/FedEx):
Notify us within 48 hours of delivery.
Freight Shipments:
- Inspect all freight before signing.
- Any visible damage, shortage, or crushed packaging must be noted on the Bill of Lading before signing.
- Notify us within 48 hours of delivery.
Concealed Damage:
Notify us within 48 hours of delivery.
Damage claims must include:
- Photos of the damaged product
- Photos of the shipping carton, crate, or pallet
- Photo of the shipping label
- For freight shipments, a copy of the signed delivery receipt
Do not discard packaging until the claim has been completed.
Once verified, Jersey Stair Supply LLC will repair, replace, credit, or refund the order at our discretion.
8. Non-Returnable Items
The following products cannot be returned:
- Custom-made products
- Made-to-order products
- Special-order items
- Installed merchandise
- Any product that has been cut, drilled, stained, sealed, painted, or modified
- Clearance items
- Closeout merchandise
- Final-sale items
- Opened adhesives, stains, epoxies, or consumables
- Merchandise returned without an RA number
- Merchandise returned after the 30-day return period
- Merchandise returned after RA expiration
9. Refund Processing Timeline
After your return arrives:
| Stage | Timeline |
|---|---|
| Receiving & Inspection | 3–5 business days |
| Approval or Denial Email | Within 2 business days |
| Refund Issued | 5–7 business days after approval |
| Bank Processing | Additional 3–10 business days |
Your refund is usually issued within 8–14 business days after your return arrives (inspection, approval and refund steps above). Your bank may take another 3–10 business days to post it.
Refunds are issued only to the original payment method.
10. Order Cancellations
Orders may be cancelled without charge any time before shipment.
Once shipped, orders are subject to this Return Policy.
Custom, special-order, and made-to-order products cannot be cancelled once production has begun.
11. Refused Deliveries & Undeliverable Orders
Refusing delivery does not constitute a return.
Orders refused upon delivery or returned because of an incorrect or incomplete shipping address provided by the customer will incur:
- Original outbound shipping charges
- Return shipping charges
- 20% restocking fee
These charges will be deducted from any eligible refund.
Please verify your shipping address before placing your order.
12. Abandoned Returns
Products received without an RA number or determined to be non-returnable will be held for 14 days.
Customers may arrange and pay for return shipping during that period.
After 14 days, unclaimed merchandise will be considered abandoned and disposed of without credit.
13. Limitation of Liability
Jersey Stair Supply LLC’s maximum liability is limited to the purchase price of the product.
We are not responsible for:
- Installation costs
- Labor expenses
- Contractor charges
- Project delays
- Lost profits
- Consequential or incidental damages
All products should be thoroughly inspected before installation.
14. Contact
Jersey Stair Supply LLC
Email: sales@jerseystairsupply.com
Phone: (609) 480-8148
