Refund policy

Returns and refunds

30 days to change your mind

You have 30 days from the day you receive your ladder to tell us you want to return it. You do not have to give a reason.

Thirty days is our own commitment. The law gives you 14 days; we give you thirty because a ladder often gets bought before the job and unpacked after.

Returns are free

A pre-paid return label is included in the packaging. Print it or show it at the drop-off point. We pay the carrier.

If the label is missing, email alpercpro@gmail.com and we will send you one by email the same working day.

How to return

1. Email alpercpro@gmail.com with your order number.
2. Fold the ladder down completely and put it back in its original packaging, or in packaging that protects it as well.
3. Attach the pre-paid label and hand the parcel to the carrier.

Send the ladder back within 14 days of telling us you want to return it.

Your refund

We refund the full amount you paid, including the original delivery cost, within 14 days of receiving the ladder back — or of receiving proof that you sent it, whichever comes first.

The refund goes back to the payment method you used. We do not charge a restocking fee.

The condition of the returned ladder

You may unpack the ladder and extend it to check it, the way you would in a shop. You are responsible for any loss of value caused by handling beyond that — a ladder used on a job site, scratched on a roof or returned with mortar on the feet is no longer a new ladder, and we may reduce the refund accordingly. We will always tell you the amount and the reason before refunding.

If the ladder is faulty or not what you ordered

This is not a change of mind, and different rules apply — they are better for you and they come from the Consumer Rights Act 2015.

- Within 30 days of delivery: you can reject the ladder and get a full refund.
- Up to 6 months: we repair or replace it. If that fails, you can get a refund.
- Up to 6 years in England, Wales and Northern Ireland (5 years in Scotland): you may still have a claim if the ladder was faulty when it was sold to you.

In every one of these cases we pay the return cost, and it is on top of the two-year guarantee described in our Terms of Sale.

Damage in transit

Tell us within 7 days of delivery, with a photo of the damage and of the packaging. We arrange the return and send a replacement or refund you. Do not climb a ladder that arrived damaged.

What cannot be returned

Nothing in our range is excluded. We sell ladders, not made-to-order or perishable goods.

Contact

Alper Cayiroglu — StowLadder 3 rue des Pommiers, 91070 Bondoufle, France alpercpro@gmail.com