Base Loft Ladders offers a 7 Day Guarantee which means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition and in adequate packaging (provided you inform us within 7 days of the date you received the item) and we will issue a full refund for the price you paid for the item (less the cost of delivery, unless the item is faulty). Please ensure that you contact us before returning anything as you will need a valid returns number to accompany your products. If you have any questions, or just want to confirm the details before you order then please email us at info@baseloftladders.co.uk.

How Do I Cancel an Order?
If you want to cancel an order that has not yet been delivered then you need to contact us as soon as possible. We will try to stop delivery so that a delivery charge is not incurred. Orders are normally processed immediately so we may have already packaged your order and made arrangements for it to be sent to you. If this is the case then we cannot always stop the order from being sent.

If you have received a delivery and you want to cancel the order, and return the goods, then you need to email us at info@baseloftladders.co.uk so that we can send you a returns number.

In both cases it will be helpful if you have the order number (from your order confirmation, or any update emails) and the date you placed the order handy. We will give you a returns number. This number has to accompany the return, both on the oustide of the packaging and somehwere inside on a piece of paper.

We will expect the goods to be received back in our warehouse within 10 working days from notification of cancellation. Please note: We will not refund your costs in returning the item to us unless you return the item to us because of an error on our part or because it is faulty. For your protection we recommend that you use a Recorded Delivery service. We cannot issue refunds for goods that fail to reach us. Please note that you will be responsible for the cost of returning the goods to us unless we have delivered the item to you in error or the item is faulty. We can organize the collection of your item if neccessary. The cost of return to us by courier will be at least £12.95 and can be subject to variation depending on the ladder in question.

How Do I Return My Order?
Please ensure you have followed ALL the points below to minimize any delay in dealing with your exchanged or returned item(s)

• Returns must be initiated within 7 days of purchase and be received by us in the same condition they were despatched, and suitably packaged for transit. You must include the original despatch note in the package you are returning to us
• You must include everything that was part of the consignment you received
• Email us at info@baseloftladders.co.uk to obtain a returns number. No returned item will be accepted without this number.

All items to be returned should be addressed to:

Base Loft Ladders
Returns Department
23 Merton Drive
Weston-super-Mare
North Somerset
BS24 7EQ

When Will I get My Refund?
All returns arriving at our warehouse are processed immediately. Unless we need to contact you further your refund will usually be processed within 7 days of receipt and the absolute maximium time taken should be no more than 30 days from you first contacting us to organise the return.

Please remember that you will be responsible for the cost of returning the goods to us unless we have delivered the item to you in error or the item is faulty.

If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.

About your Statutory Rights
Returning goods to Base Loft Ladders for any reason does not affect your statutory rights. By law, customers located in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.