Refund policy
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with all stickers, labels, packaging and tags intact. You’ll also need your receipt or proof of purchase.
To request a return, please contact us at sales@ladders4u.com.au.
Approved returns must be either:
- Returned to the warehouse where the ladder was collected from; or
- Sent to the return address provided by Ladders4U.
Items returned without first requesting and receiving approval will not be accepted.
You can contact us at sales@ladders4u.com.au with any return questions.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the incorrect item, so we can assess the issue and provide an appropriate resolution.
Warranty & Repairs
Our ladders are covered by manufacturer warranties ranging from 1 year to a lifetime warranty, depending on the product, for faults relating to materials or workmanship.
If a warranty claim is approved, we will repair the ladder or provide a replacement where appropriate.
Where your item is no longer available and cannot be repaired, we will provide a suitable replacement option.
If your ladder has been damaged and the issue is not covered under warranty, we may be able to provide repairs or replacement parts. Please contact us at sales@ladders4u.com.au with photos and a detailed description of the damage.
If there is a cost involved, we will provide a quote and obtain approval before proceeding with any repair work.
Exceptions / Non-returnable Items
We do not accept change-of-mind returns on sale items or gift cards.
This does not affect your rights under Australian Consumer Law, including where an item is faulty, damaged, or not as described.
Exchanges
The fastest way to receive a different product is to return your original item (subject to approval) and place a separate order for the replacement item.
Refunds & Restocking Fees
Order cancellations before dispatch
For change-of-mind cancellations requested before dispatch, a refund will be issued less any non-refundable payment processing fees charged to Ladders4U by our payment provider (where applicable).
Please note that an order may be considered dispatched once it has been processed, allocated, picked, packaged, or freight has been arranged with our supplier or delivery provider, even if the item has not yet physically arrived with the customer.
Returns after delivery
Approved change-of-mind returns after delivery are subject to:
- A 10% restocking fee
- Return freight costs
- Original delivery costs
- Any other non-refundable service costs
- Any non-refundable payment processing fees charged to Ladders4U by our payment provider (where applicable)
Returned items must be unused and in their original condition. Any reduction in value caused by use, damage, missing packaging, missing parts, or failure to return the item in suitable condition may be deducted from the refund amount.
Refund processing
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days, less any applicable deductions outlined in this policy.
Please note that freight charges, delivery fees, and other service costs are non-refundable.
Where a return is due to an error by Ladders4U, such as receiving an incorrect item or a defective product, the restocking fee and payment processing fee deductions will not apply.
Nothing in this policy limits your rights under the Australian Consumer Law.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at sales@ladders4u.com.au.