Refund Policy
Last updated: 24/09/2026
At Ladder Warehouse, we supply ladders and height-access equipment and provide professional repair, inspection and certification services. Because these products and services are safety-critical, we take product condition, suitability and inspection requirements seriously.
This policy applies to purchases and services provided by Ladder Warehouse and operates alongside your rights under the Australian Consumer Law (ACL).
1. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded. Our goods must comply with the consumer guarantees under the ACL, including being of acceptable quality, matching their description and being fit for any purpose made known to us. Our services must also comply with applicable consumer guarantees, including being provided with due care and skill and being reasonably fit for any purpose made known to us. Where a product or service has a major failure, you may have rights to a refund, replacement, cancellation or compensation. For minor failures, we may generally repair or rectify the issue within a reasonable time.
2. Change-of-Mind Returns
No change-of-mind refunds
We do not provide refunds, exchanges or credits where a customer simply changes their mind or no longer requires the product or service. This includes where:
- the wrong ladder size or model was selected;
- the customer no longer needs the product;
- project requirements have changed;
- a lower price was found elsewhere;
- the product was purchased without confirming its suitability;
or the customer simply decides they no longer want it.
This policy does not affect rights arising from faulty, unsafe, incorrectly described or otherwise non-compliant products or services under the ACL.
3. Selecting the Correct Equipment
Customers are responsible for ensuring that equipment selected is appropriate for its intended application, unless we have specifically recommended a product based on information supplied by the customer.
Before purchasing, consider:
- working and access height;
- ladder length and configuration;
- load and duty rating;
- work environment;
- frequency of use;
- storage and transport requirements;
- domestic, commercial or industrial application;
and applicable workplace or site requirements.
If you are unsure, contact us before purchasing. Where we provide advice, customers must provide complete and accurate information about the intended use and operating environment.
4. Faulty, Damaged or Incorrect Products
If you believe a product is faulty, damaged, defective, unsafe or not as described, contact us as soon as reasonably practicable.
We may request:
- proof of purchase;
- product or serial number;
- photographs or video;
- details of the problem;
- and information about how the equipment has been used.
We may need to inspect the product before determining the appropriate remedy. Depending on the circumstances and the requirements of the ACL, the remedy may include:
- repair;
- replacement;
- refund;
- or another legally required remedy.
A major failure may give the customer the right to choose between a refund and replacement.
5. Damage, Misuse and Wear
A remedy may not be available where a problem has resulted from circumstances outside our responsibility, including:
- misuse or abuse;
- accidental damage;
- overloading;
- incorrect assembly or installation;
- unauthorised modification or repair;
- use contrary to manufacturer instructions;
- improper storage;
- unsuitable environmental conditions;
- or normal wear and tear.
This does not limit any rights that cannot legally be excluded under the ACL.
6. Sale, Clearance and Used Equipment
Sale, clearance, demonstration, ex-hire and second-hand products remain subject to applicable consumer guarantees. Where a particular fault, defect or condition has been clearly disclosed before purchase, we may not be responsible for that disclosed condition. This does not prevent a customer from exercising rights regarding a separate problem that was not disclosed.
7. Delivery Damage
Customers should inspect products as soon as reasonably practicable after delivery. If a product appears damaged, contact us promptly and provide photographs of:
- the product;
- packaging;
- visible damage;
- and delivery labels.
We will assess the matter and arrange an appropriate resolution. Nothing in this section limits your rights under the ACL.
8. Returns and Transport
Where a product needs to be returned for assessment, repair, replacement or another remedy, we will provide return instructions. Large or difficult-to-transport equipment may require a collection or alternative return arrangement. Where the ACL requires us to cover reasonable return or transport costs associated with a valid consumer guarantee claim, we will do so. Where a product is inspected and found not to have a defect for which we are responsible, reasonable inspection, transport or diagnostic costs may apply where legally permitted. We will advise you of these costs before they are incurred where reasonably practicable.
9. Ladder Repairs
We provide repair services for eligible ladders and height-access equipment. Before commencing chargeable work, we may assess:
- the reported fault;
- overall equipment condition;
- required parts;
- labour requirements;
- safety concerns;
- and whether repair is technically and economically appropriate.
Where reasonably practicable, we will provide a quotation before proceeding. If additional defects or safety issues are identified during repair, we may pause work and seek approval for additional charges.
10. Equipment That Cannot Be Safely Repaired
We may recommend that equipment be removed from service where:
- structural integrity is compromised;
- essential components are unavailable;
- required parts are discontinued;
- the equipment cannot be safely restored;
- it has been substantially modified;
- repair is not reasonably economical;
- or continued use presents a significant safety concern.
Where appropriate, we will explain the reason for the recommendation and may provide repair or replacement options. A recommendation not to repair does not automatically create a refund entitlement for equipment that is otherwise outside its consumer guarantee rights.
11. Inspection Services
An inspection assesses equipment based on its condition and the scope of the inspection at the time it is performed. Unless expressly stated otherwise, an inspection does not guarantee that:
- equipment will remain safe indefinitely;
- future failures will not occur;
- latent defects that could not reasonably be identified will not exist;
- equipment is suitable for every application;
- or the equipment complies with requirements outside the inspection's scope.
Customers remain responsible for using equipment correctly and in accordance with manufacturer instructions and applicable requirements.
12. Certification
Where certification is provided, it applies only to the equipment, condition and inspection scope identified on the certificate. Certification is not a permanent guarantee of future safety or condition. Certification may cease to reflect the equipment's condition following:
- subsequent damage;
- modification;
- unauthorised repair;
- deterioration;
- overloading;
- misuse;
- or other changes occurring after inspection.
If equipment does not meet the applicable inspection criteria, we may decline to issue certification and recommend repair, further assessment or removal from service.
13. Inspection and Certification Fees
Inspection and certification fees cover the professional service of assessing equipment and, where applicable, preparing certification documentation. Where an inspection has been completed, the service fee is generally not refundable merely because the equipment fails inspection or certification. The inspection service and the outcome of the inspection are separate matters. This does not exclude any rights available under the ACL where the inspection or certification service itself was not provided in accordance with applicable consumer guarantees.
14. Equipment That Fails Inspection
Where equipment fails inspection, we may provide:
- an inspection report;
- details of identified defects or concerns;
- repair recommendations;
- a repair quotation;
- and/or advice that the equipment should be removed from service.
Payment for an inspection does not guarantee that equipment will pass inspection or receive certification.
15. Service Cancellations
Customers may request cancellation of an inspection, repair, maintenance or certification appointment. Where cancellation occurs before work begins, any refund will be subject to the applicable booking terms. Where work has commenced, any refund will depend on the services already provided and applicable law. A reasonable cancellation or call-out fee may apply where this was disclosed before booking and is permitted by law. No cancellation fee will apply where doing so would breach the ACL.
16. Deposits and Special Orders
Deposits may be required for special-order products, customised equipment, non-stock products, repair work or scheduled services. A deposit is not automatically refundable where a customer subsequently changes their mind. For special-order or customised equipment, customers should confirm the:
- model;
- dimensions;
- configuration;
- quantity;
- accessories;
- load/duty requirements;
- and intended application before placing the order.
Any specific deposit or special-order terms will be provided before payment. These terms do not limit rights under the ACL.
17. Refund Processing
Approved refunds will generally be made using the original payment method. Processing times may depend on the payment provider or financial institution. Where a refund is required under the ACL, it will be processed within a reasonable time.
18. Proof of Purchase
We may request reasonable evidence of purchase, such as:
- receipt;
- tax invoice;
- order number;
- transaction record;
- or other reasonable evidence.
The absence of original packaging does not, by itself, remove a customer's statutory rights where those rights otherwise apply.
19. Manufacturer Warranties
Some products may carry a manufacturer's warranty. Manufacturer warranties operate in addition to, and do not replace, consumer guarantees under the ACL. Where appropriate, we may assist customers with manufacturer warranty claims.
20. Safety-Critical Equipment
Ladders and height-access equipment can cause serious injury if damaged, incorrectly used or improperly maintained. If you believe equipment is unsafe: STOP USING IT IMMEDIATELY. Do not attempt to repair or modify safety-critical components unless appropriately qualified and authorised. Contact us for an assessment where appropriate. Where equipment presents a significant safety concern, we may recommend that it be removed from service until the issue is resolved.
21. How to Request Assistance
To request a refund, return, repair, inspection review or other assistance, contact:
Ladder Warehouse
Phone: 0472 835 831
Email: sales@ladderwarehouse.com.au
Address: 1/30 Kelliher Rd, Darra. Brisbane. Qld.
Please provide:
- Your name and contact details;
- Order or invoice number, where available;
- Product model and serial number, where applicable;
- Date of purchase or service;
- Description of the issue;
- and photographs or video where useful.
We will assess your request and advise you of the appropriate next steps.