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Your statutory rights remain unaffected.

As far as we are concerned, we are happy for any item to be returned unused, if the product is unsuitable for your needs within 14 days, The problem is, carriers, a lot of them will not transport our kind of product, itís an ongoing nightmare, they all just want to deliver little boxes and charge £8.00 instead of delivering a heavy bulky item like most of ours.

Collection is even more of an issue, they are geared up for outbound freight where they can collect a lot of them from us in one go and deliver in various quantities all over the world.

If you prefer to find your own carrier we are happy to give a 100% refund on the item(s), however as "inbound" freight is not insurable and more expensive; if you wish us to arrange it there typically will be  a collection cost of £25.00 + VAT (£30.00); this charge varies on item and location of the collection point. Delivery of our products is subsidised, and so collection is more expensive than delivery. IF you wish us to arrange a collection please advise us in writing and confirm that you accept the collection charges. After your items are received back to us and inspected, the cost of collection will be deducted from your refund.

Please let us know via email or writing if you want to return it yourself and I can send you the address to return to, or confirm you agree to our charge and I will arrange collection.

Please note that carriers do not see a collection as priority and can often take ten days or so to collect, we will confirm with you when the request has been received by you for us to arrange collection.

IF you require an alternative item please re-order at your convenience; Unfortunately because of the way the carriers work with different collection / delivery runs / times it is not possible to arrange a "swap"

Please note this applies to standard stock items and not to 'made to order' products; these items are non refundable


Delivery is typically completed within 6 working days (please allow ten) and costs £10.00+VAT (£12.00), Express delivery is usually the next working day, but this is NOT guaranteed (3% failure), this service typically costs £22.00 + VAT. The exact amount is calculated and displayed at the checkout for your agreement before any amount is charged, express delivery charges vary according to destination and items ordered

IF the goods are ordered after midday then they cannot be dispatched the same day for next day delivery; they will be sent out the following working morning for delivery the working day after.

The only way you can know the exact day of delivery is to choose special day delivery at the checkout, this is charged extra depending on the items ordered

These schedules apply only to core stock items and do not apply to warehouse steps or custom made ladders.

Usually deliveries are reliable but as deliveries are made by carriers we cannot be responsible for any failure of service.

IF you are out when the carrier tries to deliver then they will try to leave the order with a neighbour, if this is not possible then usually a card will

be left so you can phone the LOCAL depot and agree a convenient time and day

Unfortunately because of the awkward nature of ladders we are restricted by which carriers are prepared and able to carry such items and each item is

manually handled and not of an automated production line this means that order tracking is NOT possible.

If delivery has not arrived on time then we can chase the carriers but we cannot get an ETA from the carriers if goods are in transit and so due that

day or the next. Please note that delivery addresses cannot be changed after dispatch has been made

Order tracking / chasing has to be done via e-mail because the answers are not instant, several people will need to contact several people in order to locate your item which will entail a physical search

If the expected delivery day has passed please email service@laddersrus.co.uk . Please quote the sale number in the subject heading in order to expedite your enquiry

Please examine the goods very carefully on arrival and if in any doubt sign the delivery receipt as "DAMAGED" so the goods can be inspected thoroughly later. Signing "Unchecked", "Not Checked" or similar is not acceptable.


You may cancel your order at any time prior to dispatch (or bespoke production begins) by email to service@laddersrus.co.uk  quoting your order number. Please bare in mind that most orders are dispatched within a day of being received by us.

We are reliant on carriers

we shall not be held liable for any consequential losses, damages or expenses incurred by you the purchaser or any third party arising directly or indirectly out of late or non delivery of your order or part thereof.
Title and risk in the goods shall pass to you the purchaser upon delivery and receipt by our courier of a signed delivery note.

Please understand that items ordered and delivered, but refused at the point of delivery for reasons such as " too heavy", " too long", " too short" or "not suitable" will only be credited when the item is returned to us by our courier in an undamaged & saleable condition. The cost of the goods will then be credited in full, less the cost of return carriage to our warehouse. Please therefore, check all sizes, weights & descriptions carefully prior to ordering.

Signing "Unchecked", "Not Checked" or similar is not acceptable.




Correspondence Address (NO SHOWROOM)


9 Northleigh Grove
Market Harborough
LE16 9QU

Email Contact support Centre Here

NATIONWIDE DELIVERY & Stock is held in Maldon, Burton upon Trent, Bristol & Forfar for prepaid collection by prior arrangement only (No Showroom)

Telephone US - CLICK HERE
(Please note that the phones are not attended from 12pm through 2pm re lunch break and carrier loading)

Sales Office Fax 0844 357 6970

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