Return Policy

14-days return

We hope that all of our customers are happy with their orders however if you are not 100% satisfied with your purchase, you can return the product and get a full refund. You have up to 14 days to return your order from the date you recieved it. Please note that bespoke/custom height ladders and handle orders cannot be returned as these have been made to order.

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

You can only return your items once you have been 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?

You can return a product for up to 14 days from the date you recieved it. 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 you would like to return your goods, you will be responsible for re-packaging and organising a reputable courier to deliver the goods back to us unused and undamaged. Once the goods have been received back, checked and approved, your refund will be issued.
 

What happens if my order arrives damaged?

In the unfortunate event that your goods turn up damaged you have 24 hours to send us an email to let us know. Please enclose photographs of the damage in your email so we can take the appropriate next steps and advise you further.

Can I return a made to measure ladder?

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

How long will it take to recieve my refund?

Once the goods have been received back we will assess 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 over ordered or want to change a part of your order and you are within the 14 day time period 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.

 

Is there a return fee?

If you are not 100% satisfied with your purchase, you can return the product and get a full refund. You can return a product for up to 14 days from the date you recieved it. If you would like to return your goods after the 14 day cut off time period there will be a 20% restocking charge taken off of your refund.

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