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 immediately 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 to exchange is sent to us within 7 days from delivery date and we must receive the item back within 30 calendar days
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 attic ladders and rolling library ladder system including the 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 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.
The Attic Aluminium and Concertina Ladders cannot be cancelled and refunded once the order has been processed for manufacturing as these wiill be custom jobs.
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. This includes the Attic Aluminium Ladders and Concertina Ladders.
