Sales Order Line 01282 615517
Mon-Thurs. 8:30am - 5:30pm.
Fri. 8:30am - 4:30pm.

Returns Policy


The customer should inspect the Goods immediately upon receipt and notify Browns Ladders Ltd within 24 hours if the Goods are damaged in Transit or do not comply with any of the Contract. If the customer fails to do so the customer shall be deemed to have accepted the item in Good Condition. Please see the delivery instructions above.

If the product is damaged, Browns Ladders will endeavour to send out a replacement item or replacement parts as soon as possible. Alternatively, we can offer a full refund if you prefer.

All our standard goods have a 12 month Manufacturers’ Warranty. If you find that within this 12 month period your item has developed a manufacturing fault, we will arrange to have your item returned & inspected. Once we have confirmation your item is faulty, we will offer a replacement item, like for like, if an item isn’t available or full refund of the product. However, any refunds will not be given if the item has been misused & mistreated.


Unwanted Goods

Under the Consumer Contract Regulations 2014, the customer has the right to return the goods within 14 calendar days to obtain a full refund provided that the goods are returned in an unused & as New condition.

It is the customer’s responsibility for returning the goods back to Browns Ladders and assume costs of such. If the customer would like Browns Ladders to arrange the collection on their behalf, you will be informed of the carriage costs for the return, which will be charegd at cost, and this will be deducted from your refund.

Any additional charges for Express Delivery (i.e. Overnight deliveries, Timed Deliveries or Saturday Deliveries) will also be deducted from the refund.

The goods will remain the customer’s responsibility until we have received them back at Browns Ladders.

The goods must be returned complete including all fixings, packaging & product manuals.

You will not be refunded until the goods are returned to our warehouse by the carrier and checked by our staff to be in a saleable condition and fit to be resold. If the goods are not in a saleable condition then we reserve the right to refuse a refund.


Bespoke Products

Any bespoke and made to order products are non-returnable and your right to cancel does not apply.


Incorrect Goods

In the unlikely event of Browns Ladders despatching incorrect goods, the order will be amended immediately at Browns Ladders expense, or if the customer prefers, a full refund will be given once our carriers have returned the goods to our premises.

If you would like to return your goods, please contact Browns Ladders on 01282 615517 as soon as possible.


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