Damages
Customer must inspect the item(s) and the packaging for any damages. If you notice any damage, you should make note when signing the proof of delivery, otherwise, we cannot process your claim for damages. If you item(s) arrive damaged, please send us the photos of the damaged part and also the whole ladder (top to bottom) in a single frame. Our team will investigate it and process a replacement. The freight damage claim must be submitted immediately after receiving delivery, otherwise, all claims will not be processed.
Exchange
Customer must obtain an approval from Ladder Central for the exchange. The exchange will be accepted if the following conditions are met:
1. The request of exchange is sent to us within 7 days from delivery date
2. The item is in a saleable new condition in the original packaging.
Customers should send the item back to the original dispatch location on your own cost. The new item will be dispatched once the warehouse has accepted the returned item. A restocking fee applies for an accepted return. If the value of the new item is lower, we will refund you the difference excluding the freight charge.
Please find below the list of the restoking fees:
Cancellations & Refunds
If you decide to cancel your order, you need to tell us immediately. If the order hasn’t been packed for dispatch, we can still cancel your order and refund you. However if the item has been packed for dispatch, there will be a 10% restocking fee for cancellation.
If the order has been dispatched, you will need to send the item back to the original dispatch location. The return will be accepted if the item is in a saleable new condition in the original packaging. We will refund you the value of the item less restocking fee of 15%. The freight charge will not be refunded. The cancellation request will only be considered within 7 days from delivery date.
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