Returns and Refund Policy

For any product to be returned for refund or replacement, please make sure the following conditions are fulfilled: 

  • The returned product must be found unused and untampered with. 

  • The packaging of the product must not be marked or damaged.  

  • Goods must be returned in its original packaging inclusive of manuals and accessories. If any item(s) is found missing, then the product is deemed ‘incomplete’ and will not be accepted.  

  • All returns must be authorized.  

  • Products must be returned within 2-5 working days from the received date.

  • Products marked as 'Special Order', or designed and manufactured to your individual specifications, cannot be returned.


The customer is responsible for any freight cost incurred in returning the product. However, laddersouq can make arrangements for pick-up from its end but it will not be held responsible for any damage incurred during pick-up and delivery. In this case, any pickup charges incurred, will have to be borne by the customer. 

The product remains the customer's responsibility during transit and until signed for by the company. If upon receipt, the returned product fails to meet the above conditions, then the company has the right to refuse to accept the returned product.



 Laddersouq gladly offers replacement of a delivered product if the customer, for any reason, is not happy with the delivered product, due to a discrepancy or mismatch in specifications, or is simply not satisfied with the product. This will be undertaken provided the above conditions are met. 

Customers may at times be unaware of specific ladder requirements for a specific job. We, at laddersouq, provide expert advice on the right ladder choice for their jobs. If that solution fails to satisfy a customer, we also send out a ladder expert for a site/job evaluation to assist in purchasing the right ladder. For more information, please contact customer service.



If a customer is not satisfied with a product and does not wish to exchange his product, a refund can be initiated. Refund for the goods will be made through the same payment method. All refunds will be undertaken within three weeks calculated from the date the product was received by the company. Please note the refund does not cover delivery charges incurred by the customer in returning the product. 

NOTE: If the customer, for any reason, wishes to return the product after the return period of 14 working days (more than two weeks), but, within 30 working days (less than a month), a re-stocking fee of 10% of the invoice value of the goods (subject to a minimum charge of AED 20/-) will apply.


Return of Faulty Goods 

If the product is declared faulty by the customer within 30 days from the delivery date of the product, we will offer to refund or replace the product provided,

   1)  It has been confirmed faulty by laddersouq and, 

   2)  It meets the conditions mentioned under our Returns and Refund Policy. 

For items reported faulty after the 30-day period, the company is obligated to provide a workaround that falls within the manufacturer's warranty.


Goods Damaged in Transit 

The company must be notified within 24 hours of receipt of an item damaged in transit. All of the packaging the item was shipped in should be retained; if the packaging is visibly damaged, refuse the delivery or only sign for the items as 'Damaged Packaging, items not inspected'. If the packaging and goods inside are visibly severely damaged, refuse the delivery entirely. Once the damaged items are received back, in accordance with our Returns and Refund Policy we will send you a replacement product. If a replacement is not possible, we will provide a full refund. Once the goods have been delivered and signed for under ‘in good condition’, responsibility passes on to the customer. Goods endorsed as ‘Received in Good Condition’, or not notified within 24 hours as ‘damaged’ or ‘faulty’ cannot be guaranteed, replacement.