What should I do if I receive a faulty Brooks stairlift spare part?

If you receive a faulty Brooks stairlift spare part, stop fitting or using it, keep the part and its packaging, and contact Independent Stairlifts as soon as possible. We can review the fault, confirm whether the part is defective or incompatible, and advise on a replacement, return or other appropriate resolution.

Do not install a part that appears damaged or incorrect. Check it without altering, opening or dismantling it. Damage may include cracks, bent sections, exposed wiring, loose terminals, corrosion, missing components or packaging that indicates impact during delivery. If the part has already been fitted but the stairlift is operating unusually, stop using the stairlift where it is safe to do so and contact us for advice.

If the stairlift is occupied, or stopping it has left someone unable to move safely between floors, follow the normal emergency procedure in the stairlift user manual. Do not attempt to remove the passenger, bypass a safety feature or carry out electrical repairs yourself. A stairlift that makes unusual noises, moves erratically, fails to stop correctly or shows a fault warning should be assessed by a suitably qualified engineer.

Before contacting us, gather the following information:

• Your order or invoice details, where available.
• The Brooks stairlift model and any identification details shown on the stairlift or the original part.
• The name or description of the spare part.
• A clear explanation of the problem, including whether the part was damaged on arrival, failed during installation or stopped working after fitting.
• Clear photographs of the part, damage, labels, connectors and packaging. Photographs of the stairlift model or the part number can also help.
• Details of any installation work already carried out, including whether the part was fitted by an engineer.

Keep the faulty part, all accessories, labels and packaging until we have advised you what to do. Do not throw the item away, return it without prior instructions or send it back with unrelated parts. Keeping the packaging can help establish whether the damage occurred during delivery and may be important when arranging an inspection or return.

We will first establish whether the issue is a manufacturing fault, transit damage, an incorrect item, or a compatibility problem. A part can appear similar to another Brooks component but still be unsuitable for a particular stairlift version, rail arrangement or electrical system. If the part was supplied against incorrect model information, we may need further details before confirming the correct replacement.

Do not try to correct the fault yourself. Avoid cutting wires, modifying connectors, drilling components, forcing a part into position or using non-approved substitutes. These actions can create a safety risk, make the original problem harder to diagnose and may affect the terms of any applicable warranty or return assessment.

Once the issue has been reviewed, we will explain the next step. This may involve supplying a replacement part, arranging its return for inspection, recommending an engineer visit or providing further compatibility guidance. A replacement should not be fitted until the stairlift model and part specification have been checked. Where an engineer is required, the stairlift should be tested after installation to confirm that its safety systems and normal operation are working correctly.

Faulty goods may be covered by your statutory rights, as well as any warranty or supplier terms that apply to the spare part. The available remedy can depend on the nature of the fault, when it was identified, whether the part has been modified or installed incorrectly, and whether it is compatible with the stairlift for which it was ordered. We will explain what information is needed to assess the issue rather than asking you to keep using a part that may be unsafe.

When reporting the problem, contact Independent Stairlifts through the same customer service route used for your order and clearly state that the Brooks spare part is faulty. Providing complete information at the first contact usually helps us identify the correct component and deal with the matter without unnecessary delay.