Refunds and Returns Policy

At Ladders.co.uk we want you to be completely satisfied with your purchase. If you need to return an item, we'll make the process as straightforward as possible.

Our returns policy means that if your item is faulty, defective, incorrect, damaged, or you have simply changed your mind, you may be eligible to return it in accordance with the terms below.

Our Customer Service team is here to help with any query or request you may have. You can contact us by:

• Email: support@ladders.co.uk 
• Telephone: 01173 302 278

If you are unhappy with any part of your order, please email us at support@ladders.co.uk with images of the issue. Our team will do their best to resolve the problem.

Products sold on Ladders.co.uk are covered by a warranty provided by the manufacturer directly, covering faults caused by defects in materials or workmanship. If your product develops a fault within this period, please contact us and we will assess the issue and arrange an appropriate resolution, which may include repair, replacement, or refund.

Order Cancellations

We understand that sometimes you may need to cancel an order. If your order has not yet been dispatched, we are more than happy to request a cancellation of your order, but please note this may not be approved if your product has already been dispatched from our supplier's warehouse.

Before Dispatch

To request a cancellation before your order has been dispatched, we recommend that you call us as soon as possible on 01173 302 278 to ensure we can stop the order before it leaves our supplier's warehouse.

You may also email support@ladders.co.uk or submit a request via our contact form. Please note that while we will do our best to action email requests promptly, we cannot guarantee that emails will be received or processed before dispatch.

Orders can be cancelled free of charge up until your order has been dispatched or gone into manufacturing, depending on the product. The team will confirm your order has been cancelled and process a full refund back to your original payment method as soon as possible, and the customer service team will follow up with a confirmation email to confirm the cancellation. You will receive your refund back onto the original payment method within 3-5 working days, depending on your payment provider.

After Dispatch

If your order has already been dispatched, it can still be cancelled; however, additional charges may apply.

If you wish to cancel after dispatch but before delivery, you must refuse delivery when the courier attempts to deliver your order.

Once the goods have been returned to the warehouse, we will process your refund back to your original payment method within 10 working days. Any applicable return costs or agreed charges will be deducted where applicable.

Returns Policy

Unwanted Items (Change of Mind)

If you change your mind about your purchase, you have the right to cancel your order within 14 days of receiving your order. To arrange a return, please contact our customer service team. After notifying us of your cancellation, you must return the goods within a further 14 days.

Please contact us via the below to request your return:

Phone: 01173 302 278
Email: support@ladders.co.uk 

Provided the goods are:

• in their original packaging;
• complete with all accessories; and
• in fully resaleable condition.

Please request a return before arranging return shipment, as not all products will be returned to our warehouse.

If the product has come from a supplier, please reach out to us - we will arrange a collection on your behalf direct to their warehouse. 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, if you are returning via your own means you are responsible for the goods until they have been processed by our team.

Once your goods have been received and inspected, your refund will be processed back to your original payment method within 10 working days. Any agreed return collection fees will be deducted from your refund. Return postage costs paid by the customer for change-of-mind returns are not refundable.

Exchanges

If you would like to exchange your order for a different item, please contact our Customer Service team within 14 days of receiving your order.

You can contact us using the details below:

Phone: 01173 302 278
Email: support@ladders.co.uk 

When requesting an exchange, please provide:

• Your proof of purchase
• Details of the item you wish to return
• Details of the item you would like to exchange it for

Items returned for exchange must be unused, complete, and in their original resaleable condition, including all original packaging, accessories, and documentation. Please note that installed or used items may not be eligible for exchange unless they are faulty or defective.

Please request a return before arranging return shipment, as not all products will be returned to our warehouse.

If the product has come from a supplier, please reach out to us - we will arrange a collection on your behalf direct to their warehouse. 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, if you are returning via your own means you are responsible for the goods until they have been processed by our team.

Faulty, Incorrect or Damaged Items

If you receive an item that is faulty, damaged, or incorrect, please contact us as soon as possible. All faulty product claims are handled in line with our Warranty Policy.

Phone: 01173 302 278
Email: support@ladders.co.uk 

Please include the following information when contacting us:

• Your order number
• A description of the issue
• Photographs and/or video evidence showing the fault or damage, where possible

Once the team has received your claim, we aim to acknowledge it within 7 working days and provide an update or resolution within 21 working days. The resolution may include a repair of the product where practical, a replacement with the same product or an equivalent alternative if repair is not possible or a refund of the original purchase price where repair or replacement is not appropriate and both parties agree that a refund is the most suitable resolution.

Where goods are confirmed to be faulty, damaged, incorrect, or not as described, we will cover the cost to return. 

If you are receiving a refund, it will be processed back to your original payment method within 10 working days of us receiving and inspecting the returned goods at our warehouse. Once processed, the refund may take an additional 3–5 working days to appear in your account, depending on your payment provider or bank processing times.

How to Request a Return

1. Contact our Customer Service team
   Please contact us to report the issue or request a return.

   Phone: 01173 302 278
   Email: support@ladders.co.uk  

2. Assessment of your request
   We will review the information provided and assess your return request. Where applicable, we may request photographs, videos, or additional details to help us determine the appropriate resolution.
3. Return arrangements
   Once a return has been approved, we will issue a Returns Number and provide the relevant return instructions.
   
   • For products not dispatched from our own warehouse, outside of our own range, there may be a collection charge of up to £100.00. We will notify you prior to arranging the return to confirm you are happy.
   • For faulty, damaged, or incorrect goods, where goods are confirmed to be faulty, damaged, incorrect, or not as described, we will cover the cost to return.
   • In some cases, a return may not be necessary. If we can confirm the issue without requiring the product back, we may ask you to safely dispose of the item and will arrange an appropriate resolution, such as a replacement or refund.
4. Inspection and resolution
   Where a return is required, once the goods have been received and inspected, an approved replacement or refund will be processed back to your original payment method within 10 working days.

Conditions of Return

Unless the item is faulty or defective:

• Goods must be returned unused and in their original, resaleable condition.
• We reserve the right to refuse a refund if the item has been used, installed, damaged or is not in a condition suitable for resale.
• You remain responsible for the goods until they are received by us. We recommend using a tracked delivery service that requires a signature.

If goods are received in a condition different from that declared when arranging the return, we reserve the right to investigate the claim before issuing any refund.

Refunds

Approved refunds will normally be processed within 10 working days of receiving the returned goods (where applicable).

Refunds will be made using the same payment method used for the original purchase. Once processed by us, refunds typically appear in your account within 3–5 working days, depending on your payment provider or bank processing times.

Where a return is due to our error or because the goods are faulty, damaged or incorrect, any original delivery charges paid will also be refunded where applicable.

Your Consumer Rights

Nothing in this Returns & Refunds Policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

Please Note

• We are unable to refund return postage where an item is being returned for a refund (change of mind).

• Goods must be returned in their original, resaleable condition. We may refuse a return if there are noticeable signs of use or damage.

• You are responsible for the item(s) until they reach us if returned via your own means. For your protection, we recommend using a secure delivery method that requires a signature, such as Royal Mail Recorded Delivery.

• Any goods received damaged after being declared as fully resaleable will be investigated.

• Refunds for items returned within 14 days of receipt will be processed within 10 working days.

• These terms do not affect your statutory rights.