You’ve had your stairlift fitted. The engineer has run through the controls, tidied up, and left you a folder of paperwork. Somewhere in that folder is your warranty, filed away and forgotten about until something goes wrong.

Knowing what your warranty covers before you need it means you won’t be caught out if something goes wrong, and you won’t accidentally void it in the meantime.

This guide explains what your stairlift warranty will include, the one condition that determines whether a claim gets paid, and the legal rights that protect you beyond the warranty term.

What your warranty covers

New Homeglide stairlifts come with a 12-month parts and labour warranty, which covers parts, labour, and call-outs for any fault that falls within the warranty terms. If it’s covered, there’s nothing to pay.

The warranty covers faults with the lift itself, the motor, drive system, and electrical components. Things that stop working through normal use, through no fault of yours.

What it doesn’t cover

Batteries are excluded from the stairlift warranty. They’re a consumable with a finite lifespan, and replacing them is a maintenance cost rather than a warranty claim.

Accidental damage is excluded too. So is any fault caused by modifications or repairs carried out by someone who isn’t a qualified engineer. If an unqualified person has worked on the lift, the warranty on that lift is void. Cosmetic wear on the seat, upholstery, and footrest padding is also excluded.

If you’re not sure whether a specific fault is covered, call us on 01666 822 060 and we’ll tell you straight away.

The condition that determines whether a claim gets paid

Most stairlift warranties require evidence of annual servicing by a qualified engineer. Miss a service, and the manufacturer can decline a warranty claim, even if the fault has nothing to do with the missed service. It’s a standard industry condition.

A service carried out by a qualified stairlift engineer counts as a qualifying service. At Simply Stairlifts, we service all makes and models, so if we didn’t install your lift, we can still carry out the annual service that keeps your warranty valid. Learn more about our stairlift servicing services here.

After every service, the engineer leaves a written service report. Keep it with your installation paperwork. That folder, installation certificate, warranty documents, and service reports are the evidence that a warranty claim rests on.

Your rights under UK consumer law

The warranty is a voluntary promise from the manufacturer. Alongside it, and separately from it, you have statutory rights under the Consumer Rights Act 2015 that apply automatically to every purchase and can’t be voided by any terms or conditions.

These rights are against the seller, not the manufacturer. That means they’re against us, not Homeglide or whoever made the lift.

What the law gives you

In the first 30 days after installation, you can reject the lift outright and get a full refund if it’s faulty, not as described, or not fit for purpose.

From 30 days to six months, the law presumes any fault was present from the point of installation. You give the seller one opportunity to repair or replace. If that doesn’t resolve it, you’re entitled to a partial refund.

After six months, the same repair-or-replace right applies, but the burden of proof shifts to you to show the fault existed from installation. The right itself continues for up to six years from purchase.

Your statutory rights don’t expire when the warranty does. A 12-month warranty running out does not mean your legal protection ends. If a manufacturing fault appears at 14 months and you can show it was present from installation, you can still make a claim against the seller under the Consumer Rights Act.

A manufacturer can’t use their warranty terms to limit or override your statutory rights. If anyone tries to direct you to the warranty and away from your legal rights, that’s not how the law works.

How to make a warranty claim

If something goes wrong during the warranty period, the process is straightforward.

Call us on 01666 822 060. We’ll ask what the lift is doing, or not doing, and try to walk you through the fault over the phone first. A lot of issues can be resolved that way. If a visit is needed, we’ll book it under the warranty and come out with the parts most likely needed to fix it in one go.

What to have ready when you call

It helps to have the make and model of the lift to hand (usually on a sticker on the carriage), the date of installation, and your service records. If the lift is showing an error code or a fault light, note that down too as it can tell us what’s wrong before we arrive.

If a claim is disputed

If a warranty claim is declined and you believe it shouldn’t be, your first step is to put the dispute in writing to the seller. Keep a record of every conversation and every piece of correspondence.

If the fault appeared in the first six months, the law presumes it existed at installation. The burden is on the seller, not you, to prove otherwise. If the dispute isn’t resolved, Citizens Advice can help you understand your options, and small claims court is available for faults up to £10,000 in England and Wales.

Frequently asked questions

Does my warranty cover the batteries?

No. Batteries are a wear item and are excluded from stairlift warranties. They degrade over time regardless of how carefully the lift is maintained, and replacement is a routine maintenance cost.

What happens when my warranty runs out?

The manufacturer’s warranty ends, but your statutory rights under the Consumer Rights Act 2015 continue for up to six years from purchase. If a manufacturing fault appears after the warranty expires but within that period, you can still make a claim. Call us on 01666 822 060 and we’ll look at the lift and tell you honestly where you stand.

Can my warranty be voided if someone else services the lift?

It depends on who carries out the service. A qualified stairlift engineer, whether that’s us or another qualified provider, should count as a valid service. An unqualified person working on the lift is a different matter and could void the warranty. If you’re ever unsure, call us before booking a service through an unfamiliar provider.

What’s the difference between a warranty and a guarantee?

In everyday use the words are often used interchangeably, but technically a guarantee is a free promise from the manufacturer to repair or replace a product if it fails to perform as described. A warranty is usually a contractual commitment, sometimes paid for, that sets out specific terms, exclusions, and timelines. Neither replaces your statutory rights.

Do my consumer rights expire with my warranty?

No. The warranty and your statutory rights are two separate things. The Consumer Rights Act 2015 gives you rights against the seller for up to six years from purchase. Those rights exist whether or not the manufacturer’s warranty is still in force.

Can I claim if Simply Stairlifts didn’t install my stairlift?

If Simply Stairlifts didn’t install it, the warranty claim goes to whoever did. Your statutory rights are against whoever sold you the lift. What we can do is service and repair any make or model, so if you’ve lost touch with the original installer, or they’re no longer trading, call us and we’ll look after the lift from here. Learn more about our stairlift repair services here.

We’re here when you need us

If something goes wrong with your stairlift, whether it’s under warranty or not, call us on 01666 822 060. The line is open 24 hours.

We’ll tell you what’s covered, talk you through the fault, and get an engineer out if you need one. We service and repair all makes and models across the West and South West, not just lifts we’ve installed ourselves.