Returns & Replacements
If you want to return an item to us please call us on 0117 330 2277 or email firstname.lastname@example.org to obtain a Returns Number, and details of how to return the item to us, before returning the item.
For heavy or bulky items we may be able to offer a collection service. The postal service to use will be explained when the Returns Number is issued.
Once you have received your Returns Number please send the item to the following address unless otherwise specified:
- Ladder Sales Direct - Returns Department
- Unit 5A
- Babdown Airfield Industrial Estate
- GL8 8YL
We are unable to refund returns postage where an item is being returned for a refund.
We may be able to collect a ladder that is being returned for a refund, although this service will be charged for and deducted from the refund issued. The cost of collection will depend on the size and weight of the product ordered. A collection service is typically only available within 7 days of receipt of a ladder.
Please note that some products are sent directly from the manufacturer and would need to be returned to them. We will be able to advise this when arranging the return of an item. The customer would be responsible for any charges relating to returning an item to us for a refund including the cost of returning the item to us or the collection charge if we have arranged to collect the ladder from you.
You can cancel your purchase at any time before it is delivered by doing one of the following:
- Following the "Returns" instructions in our returns policy
- E-mailing us at email@example.com
- Phoning us on 0117 330 2277 - please have your order reference number and delivery details to hand
Your product must be complete, unused and in 'as new' condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product in any way). It should be returned with the original box, packing and accessories. Any 'Free Gifts' received with the product must also be returned.
You will receive a full refund less the cost of the outbound shipping, provided you return the product to us at the above address and in unused and new condition.
We cannot cancel your purchase when:
- The goods are not unused and in “as new” condition
- You return your goods without proof of purchase
- The goods were a special order to your specification
Any order being cancelled will be returned by the customer at their expense.
Return of Faulty Goods
The following are guidelines. Wherever possible we will respond to your individual circumstances with the aim of achieving a mutually acceptable resolution.
All products should be checked upon receipt and if damaged should be signed for as such. If damaged items are signed for in good condition, we will not be able to claim for damage and it may affect whether we can send a replacement. All damage must be reported to us within 48 hours.
If there is a fault with your product within 12 months of delivery (or other defect with your order), we will normally offer a prompt repair or exchange. We will always offer you the choice of an exchange or refund if the fault occurs within 7 working days of delivery.
To qualify for a refund or exchange the product must be:
- Found to actually be faulty in otherwise "as new" condition and complete with any accessories and free gifts offered with it. In the event of a product found not to be faulty no refund will be made and the product will be returned to the customer at their expense.
Please return the product to a Ladder Sales Direct or phone Aftersales on 0117 330 2277(9am to 5pm Monday to Friday). If a fault occurs while you are abroad, please contact us after you return to the UK.
This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear. For consumable items the guarantee period is three months from delivery.
THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS
- "I received the replacement ladder this afternoon at 14:45pm......and having looked over it I am pleased to confirm all is well. After the disappointment of finding the original ladder faulty, I have to comment on the excellent customer service given since. For a company to arrange collection and replacement in less than a week is exceptional customer care and I would like to genuinely thank you and all your team. My husband is thrilled with his new toy! Best regards, Claire."
- "Many thanks for your message, and getting back to me so quick. I would just like to say what a fantastic customer service your company provides. Will defiantly use again and tell others about you. Many thanks, Tim Yapp."
- "The ladder was delivered and the courier damaged one was collected this morning at about ten. I should just like to say thank you ever so much, your company’s response has been faultless... excellent communications, a pleasant and helpful response and amazingly quick service. I should have no hesitation in recommending your company on both price and service. Thanks again. Kind regards, Jeremy Cowley."
- "The parcel has been collected, and the other telescopic ladder has been received. I would like to thank you for your help in this matter, and also to say that your after sales support is brilliant. Thanking you again, James Manning"