Return Policy

If you discover any damage or issues with your goods when they arrive, you have 24 hours to report to us via email (info@llcompany.co.uk). Please note that if you report any issues after this time period we may not be able to help you with your issue. Important - If you install or use the products prior to letting us know there is a problem, we will not be able to offer a refund or resolve your issue for you.

Refund Policy

Business Customers

Where you are purchasing products through our website as a business, or in your capacity representing a business, we do not offer refunds for your change of mind.

If you believe your products are faulty, please contact us. If the fault is the result of improper workmanship or materials, your products may be covered by our Warranty.

Consumers

If you are purchasing products through our website in your personal capacity as a consumer, you may return your products for a refund in accordance with the following terms.

Nothing in this returns policy limits your rights at law, including under the Consumer Rights Act 2015. If you have received a faulty product, please contact us using our contact details below and we will work with you to offer a suitable solution.

What is your returns policy?

You have 14 days after the day you (or someone you nominate) receive the products, to change your mind and return your products to us. Where the products are split into several deliveries over different days, you have until 14 days after the day you (or someone you nominate) receives the last delivery, to change your mind.

What are the exclusions to your returns policy?

We do not accept returns for change of mind in respect of:

(a) any bespoke products which are made to your specifications;

(b) products that you have damaged, or that are no longer in their original condition (including where you have removed any protective film off the products, if applicable); and

(c) any products which become mixed inseparably with other items after their delivery.

How can I request a refund?

If you wish to request a refund, please contact us via email (using our details below) or use the Request to Return Form. You must send the products to us (unless we agree to collect them) within 14 days of telling us that you wish to return your products.

Where should I send my return?

We’ll let you know where to send your return when you contact us to initiate your return.

Who covers the cost of returning the products?

We will pay the costs of return if:

(a) the products are faulty or misdescribed; or

(b) there has been an error in pricing or description, or a delay in delivery due to events outside our control or because you have a legal right to return the products as a result of something we have done wrong.

In all other circumstances, including where you are exercising your right to change your mind, you must pay the costs of return. This includes where we have agreed to collect the products from you.

Will there be any deductions from my refund?

If you are exercising your right to change your mind and returning products to us, we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your mishandling. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

When will I receive my refund?

We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the relevant products back from you.

Request to Return

If you would like to return part or all of your order and you are within the 14 day period, please use the link below and fill in a request to return form with your details.

Submit a Request to return

Frequently Asked Questions

What happens if my goods arrive damaged?

If you discover any damage or issues with your goods when
they arrive, you have 24 hours to report to us via email (info@llcompany.co.uk). Please note that if you report any issues after this time period we may not be able to help you with your issue.

When you email us, please include your order number, photographs of the issue and the details of the issue you are experiencing. We can help to
resolve your issue quickly and efficiently.

How do I return my order? Where should I send my return to?

Not all of the products are returnable, please see the above returns policies depending on the product you have ordered. If your order includes products that can be returned you have 14 days to let us know. You need to get in touch via email to let us know you would like to return your goods. Please use the email address info@llcompany.co.uk to let us know and include your order number and details of which items you would like to return. Once we have received your return request we will provide instruction on where and how to return your goods.

The items will need to be returned to us in a re-sellable condition to quailify for a refund. This means that the goods should be in their original packaging, along with screws (if applicable), in an unused and undamaged condition.

How long do I have to return my order?

If your order includes goods that can be returned, you have to let us know within 14 days from the date you recieved your order.

You will be responsible for re-packaging and organising a reputable courier to deliver the goods back to us unused and undamaged within 5 days of your request to return.

If you would like to return your goods after the 14 day cut off time period there will be a 20% restocking charge, which we will take off of your refund.

*Please note that bespoke ladders and handle orders cannot be returned or refunded as these are made to order.

Do I have to organise my own return?

If your goods are eligible for return, you will be responsible for re-packaging and organising a reputable courier to deliver the goods back to us unused and undamaged. When you have contacted us to confirm that you would like to return your goods we will provide a returns number and address for you to use.

How long will it take to receive a refund?

Once the goods have been received back to the warehouse the goods are assessed to make sure that there is no damage or visible use on the products. Once we are happy that this is the case we will issue your refund within 14 days.

Can I return part of my order?

If you have ordered products that are eligable for return and you let us know within the 14 days time period you can return parts of your order. Please let us know by sending us an email detailing which items you would like to return. We will assess your details and let you know the next steps.

*Please note that bespoke ladders and handle orders cannot be returned or refunded as these are made to order.

Can I return a made to order ladder?

Unfortunately we cannot accept any returns or issue refunds for ladders that have been made to order as these cannot be resold.