Cancelling a Stairlift Order: The 14-Day Rule and Curved Rails

Stairlifts are usually sold at a home visit, sometimes with a discount for signing on the day. If you have signed and are having second thoughts, or are about to sign and want to know where you stand, this page sets out what the law says, how the main companies’ published terms work, and how to cancel. It is general information, not legal advice.

What the law says

A contract agreed in your home, with the seller there in person, is an off-premises contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Regulation 29 lets you cancel such a contract within the cancellation period without giving any reason.

Regulation 30 sets the length. For a contract to buy goods, the period ends 14 days after the day the goods come into your physical possession. For a contract for services alone, it ends 14 days after the contract is made. If the trader did not give you the required information about your right to cancel, regulation 31 extends the period by up to 12 months. Citizens Advice describes that as a cooling-off period of up to a year and 14 days.

The exception for made-to-measure goods

Regulation 28 says the cancellation rules do not apply to goods made to the consumer’s specifications or clearly personalised. A straight stairlift is usually a standard product with the rail cut to length. A curved rail is designed and manufactured for one staircase, so it is likely to fall within this exception. Which? puts it simply: if the stairlift has been made bespoke to your specifications, you will not be able to cancel.

That is why the moment you sign matters more for a curved stairlift than a straight one. Once the rail has been made, the legal right to cancel may be gone, and you are relying on whatever the company’s own terms offer.

How companies’ own terms compare

Companies can offer more than the law requires, and some do. The table summarises published terms we read on 29 October 2026. Terms change, and your own contract is what counts.

We have summarised each company’s terms in our own words and recommend reading the original. If your supplier is not listed, ask for its cancellation terms in writing before you sign.

Straight and curved stairlifts compared

For a straight stairlift bought at home, you can expect the full 14-day right under the law, and several companies’ terms run to 14 days after fitting. For a curved stairlift, the law’s made-to-measure exception and the companies’ own terms both tend to work against a late change of mind. The practical advice is the same either way: take time before signing a curved order, ask how the company treats cancellation once the rail is ordered, and get the answer in writing.

How to cancel

1. Find the cancellation information in your contract or paperwork, and check the dates.
2. Write to the company within the period. Citizens Advice publishes a template letter for goods bought at home. Email is fine if the contract gives an email address.
3. Keep a copy and a record of when you sent it.
4. If you paid a deposit, ask for it back. Under the regulations a trader should refund without undue delay and within 14 days of receiving your cancellation, although they can wait until goods are returned.
5. If the company does not respond or refuses, contact the Citizens Advice consumer service, which can pass the case to Trading Standards.

Before you sign: how to avoid needing to cancel

Most cancellations come from feeling rushed. Ask for the quote in writing and leave it a day. Get a second quote. Check the price against our stairlift quote checker. Do not pay a deposit on the day of the visit unless the company confirms in writing that it is refundable. Our guide to what happens at a stairlift home survey includes a worksheet for comparing quotes.

Frequently asked questions

Can I cancel a stairlift after it has been fitted?

Often yes, if you bought it at home. For goods the legal 14 days run from when they come into your possession, and some companies run their window to 14 days after installation. Charges for bespoke parts may apply, and a made-to-measure curved rail may not be refundable.

Does the 14-day cooling-off period apply to curved stairlifts?

Not always. The regulations exclude goods made to your specifications, and a curved rail is usually made for one staircase. Some companies refund the carriage but not the rail. Check your contract before signing a curved order.

When does the 14-day period start?

It starts when you make the contract. For goods it ends 14 days after you receive them. If you were not told about your right to cancel, it can be extended by up to 12 months.

Will I get my deposit back if I cancel?

If you cancel within the cancellation period, the trader should refund payments without undue delay and within 14 days. Deductions may be allowed for bespoke parts or services already provided, depending on the contract.

How do I cancel a stairlift order?

Write to the company within the cancellation period and keep a copy. Citizens Advice has a template letter. If the company does not respond, contact the Citizens Advice consumer service.