Returns & Replacements

RETURNS

If you want to return an item to us please call or email us as per the contact details in our contact us page. We will provide you with details on how to return the item to us and to get a Return Number before returning the item.

For heavy or bulky items we may be able to offer a collection service. The delivery service to use will be explained to you.

Unless specified otherwise, please send the item to the following address:

Ladders-Online – Returns Department
C1-G-28 Bayan Villa,
Jalan BS 2/2 Taman Bukit Serdang
43300 Seri Kembangan, Selangor.

 

14-DAYS HASSLE FREE RETURN

Hassle Free Return is allowed within 14 days of receiving our item.

You will have to bear the returns postage & delivery fees. We are unable to refund you the returns postage & delivery fees 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 will receive the refund typically within 21 days after we have received the returned item.

 

CANCELLATIONS

You can cancel your purchase at any time before it is delivered by doing one of the following:

E-mailing or calling us as per our contact page. 

Please have your order reference number and delivery details for us to expedite the refunds.

Your returned 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 or to the addressed specified by us — 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 Ladders-Online by referring to your Contact Us page.

All faults caused by accident, neglect, misuse or normal wear and tear are not covered.