Terms & Conditions

Faulty or Damaged Items

Any item that has been received damaged must be reported to us within 48 hours of delivery.

We will then arrange a collection of the damaged item and a replacement to be sent on an express service.

If you notice that your item is damaged at the point of delivery then please refuse the item and sign "as damaged" and contact us immediately to arrange a replacement to be sent out on an express delivery.

Cancellations & Returns Policy

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 states that the customer may return any product bought within 14 days of receipt of goods.

As a consumer you have the right, in addition to your other rights, to cancel the contract and receive a refund by informing us in writing or by email within 14 calendar days of receipt of goods, starting the date after receipt of the goods. All goods must be returned at the customer's cost and should be adequately insured during the return to us or our manufacturers. You will receive a refund of all monies paid for the goods, excluding any delivery charges, minus any courier or collection fees.

In order for us to refund the customer these rules must apply.

1. The customer must make Ladders UK Direct aware in writing that they wish to return an item. We will then reply with returns details as to where the item should be shipped to in the UK. If the item is shipped to any other address it will be refused at the point of delivery.
2. Goods returned must be received unused and in the same condition as previously delivered.
3. All goods returned must be complete with all parts and instructions. If this rule is not met then the item will be deemed incomplete and a refund will not be made.
4. All packaging of goods must be undamaged.
5. Carriage costs and returning of the goods are the customer's responsibility. This means that the customer will have to arrange and pay for any carriage fees in order to transport the goods back to ourselves or our suppliers.
6. The goods remain the customer's responsibility during transit and until signed for by a Ladders UK Direct representative or one of our suppliers.
7. If upon receipt the returned goods fail to meet the above conditions then Ladders UK Direct or our supplier may refuse to accept the goods and no refund will be issued as items must be returned in an as-new condition.
8. All goods must be returned within 14 days from the date of cancellation.
9. A refund for the goods will be made by the same payment method and to the same card that was used to make the purchase, minus any delivery charges that may be applicable. All refunds will be undertaken within 14 days of the return. Refunds cannot be made for postal charges incurred by the customer in returning the goods to us.
10. Customers that refuse an item will be charged an RTS (Return to sender) fee to cover the carriage costs of getting it back to us. If the item is returned to us or our manufacturers damaged then we may decline to refund the order.
11. Customers that wish to cancel while the item has been despatched and is with the carrier will have to refuse the item at the point of delivery and the above point 10 will be actioned.
12. For faulty goods that were received over 30 days ago please follow the manufacturer's warranty procedure or contact us directly.

Images

All images are for illustration only. As from time to time some products may differ slightly from the advertised picture. This is usually due to suppliers sourcing stock from different manufacturers and not updating the stock image. We will never supply alternative brands from the one purchased.

Warranty

All items sold via Ladders UK Direct Ltd come with a minimum warranty of 1 year's manufacturers warranty. In respect of this, any item that has issues within the first year of usage please contact us via email or phone.

The general procedure is that the item will have to be sent directly to the manufacturer, at the customer's cost, for inspection where a decision will be made as to whether the fault is a manufacturing fault or other.

If it is deemed that the item is at fault due to the manufacturing of the goods then any carrier collection fees charged will be refunded.

Copyright

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