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If you are not entirely satisfied with your purchase, we’re here to help.

Returns

As defined in The Consumer Contracts Regulations 2014, (formerly Distance Protection (Distance Selling) Regulations 2000), you may, provided have taken reasonable care of the Goods, return the goods and be repaid the price paid in respect of them within 14 calendar days of their delivery.

Please call us straight away to begin the returns process and obtain a Returns Authorisation Number (RAN), without which we cannot accept your return.

You have 30 calendar days to return an item from the date you received it.

To be eligible for a return, your item must be unused and in the same condition that you received it. If any item(s) are missing when received, then the product is deemed incomplete and you may not receive a full refund.

All returns must be authorised and the Return Authorisation Number (RAN) clearly displayed on the returned product. Products marked as ‘Special Order’ including tailor made and manufactured to your individual specifications, cannot be returned.

  • Your item must be in the original packaging.
  • Your item needs to have the receipt or proof of purchase.
  • Please do not send your purchase back to the manufacturer.

Faulty Goods Process

If the goods were delivered 30 days ago or less, we will offer to refund or replace confirmed-faulty goods once returned as per our returns procedure. The company will help to arrange a resolution under the manufacturer’s warranty for items reported after the 30-day period.

Goods Damaged in Transit

The company must be notified within 24 hours of receipt of an item damaged in transit. All of the packaging the item was shipped in should be retained, if the packaging is obviously damaged refuse the delivery or only sign for the items as ‘Damaged Packaging, items not inspected’. If the packaging and goods inside are obviously severely damaged, refuse the delivery entirely. Once the damaged items are received back in accordance with our returns procedure we will send a replacement product or, if this is not possible, provide a full refund. Once the goods have been delivered and signed for in good condition responsibility passes to the customer. Goods endorsed as Received in Good Condition, or not notified within 24 hours as damaged cannot be guaranteed a replacement product.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable.

If you receive a refund, the cost of return shipping will be deducted from your refund.

Contact Us

If you have any questions about a Return, please contact us at sales@ladders-online.com or call 0330 123 1135 or 029 2132 0000.