Terms and Conditions

Terms and Conditions Acceptance

Use of the Ladders-Direct.com website, ladders-direct.com, indicates your acceptance of these Terms and Conditions and your agreement to be bound by them. No part of these Terms and Conditions affects your statutary rights as a consumer.

All goods are sold in accordance with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.


This website is owned and operated by Ladders-Direct.com, a division of Clow Group Ltd.

185 Broad Street
G40 2QR
Tel: +44 (0)141 554 6272 national UK
email: sales@ladders-direct.com
VAT Number: GB 743 0619 47

Order Value Discount

We offer a 10% discount on all orders over £1000.00 nett. We also offer free shipping on all orders above £400.00 nett.  Below this value delivery is £40.00 (excl. VAT) for mainland GB & Northern Ireland*. Please note the London ULEZ Zone and areas outwith mainland GB and Northern Ireland will be subject to additional delivery surcharges. Please see delivery for more information.

How to Buy

Making a purchase on our website is easy and straightforward. Please browse the site and add any items you wish to buy into your shopping basket. After you have finished shopping, just click on 'Checkout' and you will be asked for a few details that we need to be able to complete your order.

If you have any queries or require more information please do not hesitate to contact one of our Sales Depots around the UK - please telephone 0333 800 6272 to be put straight through to your local Sales Office. Overseas users please contact our Export Division on +44 (0) 141 554 6272.

Our Sales Team will be delighted to hear from you to help with any queries or questions you have. We have a wealth of experience in the use of all types of equipment for working at height and will be more than happy to provide any advice and assistance we can in choosing the correct equipment.

Order Acceptance

We reserve the right to accept or decline any order placed on the Ladders-Direct.com website. After submitting an order we will send you an order acknowledgement email with your order number and details of the goods you have ordered. Please note this email is an automated acknowledgement and is not an acceptance of your order. Order acceptance is confirmed when we send a full VAT invoice to the invoice / delivery address. This invoice is sent separately by post at the time of despatch.  This term is included in case a mistake has been made in pricing, we have inadvertently under-priced goods,or we are no longer able to supply a particular product. E&OE.

Shipping and Handling

Our intention is to keep our delivery costs simple, straightforward and to an absolute minimum.

Our standard delivery service for ex-stock items is a 3 - 5 day service, (please note this not apply to custom manufactured goods which are subject to production lead times), and is provided free of charge for mainland UK & Northern Ireland.

Please note outlying areas including Highlands & Islands, Channel Islands, Isle of Man, Isle of Wight, Scilly Isles are subject to additional carriages costs imposed by our carriers. Please contact us, (including your order details and preferred delivery address), for more information.

Alternatively goods can be uplifted from any of our depots around the UK. Please select "Collection Service" at checkout and specify your preferred depot for collection with the order notes. We will contact you to confirm availability and collection times. For your reference all of our depots are open 5 days a week Monday to Thursday 8am to 5pm & Friday 8am to 4.30pm, except our Glasgow depot, which is also open Saturday mornings 8am to 12pm.

Delivery Schedule

Where possible, we always endeavour to ship your orders the same day they are received.

We hold stock around the UK and Northern Ireland on the vast majority of our products. However please note that our timber products, (and some specialist glassfibre products such as Aluglas and Euroglas), are made to order and therefore may involve a longer lead time. Please allow approximately 10 working days for custom manufactured items. If you require a faster delivery than this please contact us and we will do our best to expedite your order. We will always keep you up to date on your order's progress - if we are unable to meet your requirements we are happy to revise your order as required.

You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.

Pricing and Payment

All prices are quoted in pounds sterling (£) and are marked to show whether the price displayed is either VAT inclusive or VAT exclusive. The VAT Rate charged for UK orders is 20% VAT.

Online orders are currently accepted for delivery within UK only. We accept payment by credit and debit card and accept Visa, MasterCard, Maestro, Visa Debit, American Express and PayPal. For orders for delivery within the Republic of Ireland please contact 04890 749748. For orders outwith the UK and Ireland please contact our Export Division at the Clow Group Ltd. +44 (0) 141 554 6272.

Payment Security - credit & debit cards

We use SagePay, the industry leading online payment provider, for secure online card processing.  All credit and debit card payments plus PayPal are made off-site on the SagePay gateway, which is fully compliant with the latest PCI DSS regulations. Through SagePay we can process Maestro, MasterCard, Visa Credit/Debit and America Express cards. We also take PayPal via SagePay.

We use Globalsign SSL, one of the leading SSL providers to secure your personal data.

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Returns & Refunds Policy

Your rights to return goods are protected under the Consumer Contracts Regulations 2013.

You are entitled to cancel your order on non-custom made products for whatever reason and return the goods within 14 days for a full refund, including the cost of the original standard delivery (excludes special delivery rates such as next day). Please notify us by email or telephone within 14 days of receiving your goods and quote the order number supplied to you. As the buyer you are responsible for the cost and risk of loss or damage when returning goods, so you should take out enough postal insurance to cover their value. Any goods returned must be in saleable condition. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or misdescribed. Your refund will be paid within 14 days of us receiving the returned goods.

Goods accepted for return outwith the above conditions. (eg. goods which have been made to order/goods purchased outwith the Consumer Contracts Regulations 2013), will be subject to a minimum restocking charge of 15%. No goods may be returned without prior written consent. Goods returned must be in a suitable condition for resale, clearly identified, adequately packed and delivered to the company's premises, carriage paid.

Any goods returned must be in saleable condition.

Damaged Goods

Your rights to return goods are protected under the Consumer Rights Act 2015, which entitle you to return damaged goods within 30 days of you receiving them.

All orders are pre-checked before dispatch. However, in the event of goods arriving damaged, any shipping damage must be reported as soon as realistically possible. In this event, we will confirm the damage and if a claim is found valid, will collect the goods from you at no charge. A full replacement will be offered, or a full refund in the event that the goods are no longer in stock.

At the point of delivery, all goods become the responsibility of you the customer. From this point, you the customer will be responsible for the safekeeping and correct use of all goods, Ladders-Direct.com will not be responsible for any damage or fault arising from incorrect storage or use. The validity and conditions of any refund/return will be affected by any damage considered to be caused through misuse or neglect.


Our products are of the highest quality and we endeavour to provide the best service we can. All our products are supplied with a minimum full 12 month warranty against any manufacturing defects or faults. If you are unhappy with any aspect of our service or any product purchased from Ladders-Direct.com please let us know immediately and we will do all we can to rectify and resolve any issues you may have.


We endeavour to ensure that the information, descriptions and illustrations provided on the Ladders-Direct.com website are correct and accurate. However users should be aware that information may be subject to change or error. As such, users should consider that the information and illustrations provided should be used as a general guide only. It is the obligation of users to verify information. Ladders-Direct.com provide all information in good faith and accept no responsibility or liability whatsoever with regard to the material on this site.

Links to parties outside Ladders-Direct.com are provided solely for the convenience of Ladders-Direct.com users and do not constitute an endorsement of those parties or any representation as to the accuracy or otherwise of the material supplied by them. Ladders-Direct.com assumes no liability for acts or omissions by third parties or for material supplied by them.

It is our goal to minimise disruption caused by technical errors. However some information or data accessed through our site may have been created or structured in files or formats which are not error-free and we cannot guarantee that our service will not be interrupted or otherwise affected by such problems. Ladders-Direct.com accepts no responsibility with regard to such problems incurred as a result of using this site or any linked external sites.

This disclaimer is not intended to limit the liability of Ladders-Direct.com in contravention of any requirements laid down in applicable national law nor to exclude its liability for matters which may not be excluded under that law.

Website Content - Unauthorised Use & Copyright

Website content including descriptive text and images are copyright Ladders-Direct.com may not be reused, copied or displayed elsewhere without written permission.

General Notes

Please note that we may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.

None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.