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Hi thank you for your question and welcome. My name is ***** ***** I will assist you. Under the Sale of Goods act 1979 section 14 there is an implied contractual condition that all goods sold are fit for purpose and of reasonable quality. If the stair lift does not actually safely escalate the stairs it is not fit for its intended purpose. Normally this condition is tempered by second hand goods (and Prior inspection) but you bought this from the manufacturer. The manfucturer has an obligation to repair or replace the goods at their discretion failing which you should be entitled to a refund. Did you pay on a credit card? Have you asked the seller to repair it? Kind regards AJ