Returns Policy
Products purchased from Ladders UK Direct may be returned for a refund. This must be done within 30 days of delivery.
If you wish to return an item that you purchased from Ladders UK Direct, please follow the instructions below.
If you placed the order while logged into your Ladders UK Direct customer account:
- Go to your account and click Raise a Return alongside the unwanted product.
- Choose whether to arrange collection or return the item yourself. (NOTE: If you request collection, the cost of collection will be deducted from your refund.)
- Complete and submit the return form. We will then inform you whether or not your return has been accepted. If you are posting the unwanted item yourself, you will need to give us the tracking information for the delivery.
- Upon receiving the unwanted item and confirming that it meets the requirements set out below, we will issue a refund (minus collection costs if applicable).
If you do not have a customer account, or if you placed the order while logged out:
- Please email sales@laddersukdirect.co.uk and inform us that you wish to raise a return. Your return will not be accepted if we have not received prior notice of it in writing.
- We will then reply to arrange a return and/or request more information as needed.
- If you return is approved, you must send the item back at your own expense (or we may offer to arrange collection, in which case the cost of collection will be deducted from your refund).
In either case, your return will be refused if the following requirements are not met:
- You must raise the return within 30 days of receiving the unwanted goods.
- You must inform Ladders UK Direct of your intention to return the goods before returning them.
- Any goods you return must be unused and must reach us in the same condition as originally delivered.
- Goods must be returned complete with all parts and instructions.
- All packaging of goods must be undamaged.
If you fail to meet any of the above requirements, no refund will be given.
PLEASE NOTE: Returned goods remain the customer's responsibility during transit and until signed for by a Ladders UK Direct representative (or by one of our suppliers). We recommend insuring any returned items as they will be refused at the point of delivery if damaged.
Frequently Asked Questions
Send an email to sales@laddersukdirect.co.uk explaining that you have ordered an item in error. We will then reply with further information to help you cancel the order or raise a return as needed.
You can return an item that you have bought, but you must do so within 30 days of the item’s delivery. Please follow our returns process above if you wish to return an item.
Yes – items must be returned at your own expense. We may offer to arrange collection of the unwanted item(s), in which case the cost of collection will be deducted from your refund. No refunds will be issued for delivery / collection costs incurred by the customer in the course of returning unwanted goods to us.
If you are owed a refund, it will be made by the same payment method and to the same card that was used to make the purchase in the first place (minus any applicable collection / delivery costs).
If your item has not yet been dispatched and you have either changed your mind or no longer need the item, simply give us a call or send us an email explaining that you wish to cancel. We will then cancel the order for you and issue a full refund within 1 working day.
If your order has already been dispatched, you will have to refuse the item(s) at the point of delivery. If you do this, please contact us right away to inform us of the refusal. You will be charged an RTS (return to sender) fee to cover the carriage costs of getting the item(s) back to us. If any item is returned in a damage state, we may decline to refund the order.
If you discover a fault with a product that you purchased from Ladders UK Direct, please contact us for assistance right away. See Warranty below for more information.
Warranty
All items sold by Ladders UK Direct come with a one-year manufacturer's warranty at minimum. If you encounter any issues within the first year of use, please contact us via email or phone as soon as possible.
In such cases, the faulty item will typically have to be sent directly to the manufacturer (at the customer's expense) for inspection. A decision will then be made as to whether or not the issue in question was caused by a manufacturing fault. If so, any carrier collection fees charged will be refunded.