Returns & Refunds
Damaged or Faulty Goods
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.
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 fees for the return, which will be charged 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 and confirmed they are 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.
Incorrect Goods
In the unlikely event of the incorrect goods being despatched, please contact us within 24 hours of receipt of delivery. 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.
What do I do if my Klime-Ezee products received damaged…
If your goods are damaged or received in an unsatisfactory condition, please reject the item so we can get a new one out to you! If the item cannot be rejected, details MUST be noted on the driver’s delivery note and the Browns Ladders sales team must be notified by email along with images of the damage within 2 working days. Failure to do so may result in additional charges and additional lead time (which nobody wants!).
Can I return my unwanted Klime-Ezee item(s)?
If for whatever reason you wish to return a product, you may do so by advising Browns Ladders at any time up to 10 calendar days after receiving your goods, however we don’t accept returns on spares.
Please contact Browns Ladders ensure we are made aware of your intention by email, along with a picture of a valid warranty label prior to returning the item(s), Browns Ladders will then advise the return charges and a unique reference number, after they have been accepted, we can restock the goods.
The item must not be damaged in any way and must be in a condition to be resold by us.