Refund policy

We want you to be happy with your ladder for years to come. Because many of our products are built to order, please read this policy before placing your order.

All sales are final

All sales are final. That said, it is important to us that you are pleased with your purchase. If you have any issue with your order, please contact us and we will work with you to resolve it.

Custom ladders

Every custom ladder is designed with you and built to your specifications. We require payment in full to order a custom ladder, and this payment is not refundable. A custom ladder order cannot be changed once payment is received and the order is placed. Please review your quotation and design details carefully before approving your order.

If you have any concern about your custom ladder, please contact us. We will work with you to make it right.

Ladder kits and hardware

If you need to change or cancel a ladder kit or hardware order, contact us as soon as possible.

How to start a return

If together we agree that a return is the best solution, we will ask you to email us at customladdercompany@gmail.com with:

• Your order number
• The item or items you would like to return
• The reason for your return

To be eligible, items must be unused and uninstalled, in their original packaging, and accompanied by your order number or proof of purchase. Items that have been cut, drilled, finished, modified or installed cannot be returned.

We will reply with return instructions. Approved returns are sent to our workshop at 15872 ON-7, Perth, ON K7H 0J2. Please do not send items back without contacting us first, as returns sent without approval cannot be accepted.

Return shipping costs

If your return is the result of our error, or the item arrived damaged or defective, we will cover the cost of return shipping.

Refunds

Once we receive and inspect an approved return, we will email you to confirm your refund. Approved refunds are issued to your original payment method. Please allow additional time for your bank or card provider to post the refund to your account.

Exchanges

We do not offer direct exchanges.

Damaged, defective or incorrect items

Please inspect your order when it arrives. If an item is damaged, defective or not what you ordered, contact us within 2 days of delivery with your order number and photos of the issue. We will arrange a repair or replacement at no cost to you.

Warranty

While we do not have a written warranty, it is important to us that you are pleased with your purchase. Please contact us with any issues and we will work with you to resolve them.

Contact us

If you have any questions about returns or refunds, please get in touch.
Custom Ladder Company
15872 ON-7, Perth, ON K7H 0J2
Email: customladdercompany@gmail.com
Phone: (403) 604-6858