Return Policy
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Return Policy

    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 photos to sales@laddercentral.com.au. Our team will investigate it and process a replacement.  The freight damage claim must be submitted within 1 business day after receiving delivery, otherwise, all claims will not be processed.


    Claim for missing items from delivery must also be reported to us within 2 business days after delivery, otherwise we will not be able to process the claim.


    Exchange

    Customer must obtain an approval from Ladder Central for 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

    Customer should send the item back to the original dispatch location. 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:

    - 25% applies for all rolling library ladder hardware.

    - 15% for all other ladders



    Cancellations & Refunds

    If you decide to cancel your order, you need to tell us immediately. If the order hasn’t been dispatched, we will cancel your order and refund you.  

    However, 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.


    Custom Design / Manufactured to Order Ladders

    Custom design ladders which are specifically manufactured to the Buyer's specifications are not returnable, unless they are faulty or defective.  We also can not accept returns for manufactured to order ladders.  When these ladders are already being manufactured, we will not be able to cancel the order and return the money even though they have not been dispatched yet.