Change of mind
Change of mind returns are at our discretion.
Access equipment is selected for a specific working height, load rating and site, so please check that a product suits your application before ordering. If you are not sure, call us on 0424 254 904 before you buy and we will help you narrow down the options.
If you have ordered in error, contact us in writing within 14 days of the delivery date and we will let you know whether a return is possible. Once we authorise a return, the goods must reach us within 14 days of that authorisation. Where we agree in writing to accept goods back, the goods must be unused, in their original unopened packaging, in resaleable condition and complete with all documentation and contents as supplied. Return freight is at your cost and risk, and a restocking and handling fee of 10% of the product value applies, as set out in our Terms and Conditions.
Cancelling an order
If your order has not yet been dispatched, contact us and we will cancel it and refund your payment in full. Once an order has been dispatched, a cancellation request must reach us in writing within 14 days of the carrier collecting the goods, and acceptance is at our discretion on the same terms as a change of mind return. Made to order, custom built and modified goods cannot be cancelled once production has started.
Made to order, custom built and modified goods cannot be returned for change of mind under any circumstances. This includes the Mezzalift and custom sizes of the Mezzalad.
Our ladders are supplied requiring assembly. Where a product has been removed from its original packaging or partly assembled, we are unable to accept it back for change of mind.
Inspection on delivery
Please inspect the goods immediately on delivery and notify us in writing within 5 days of the delivery date of any damage, shortage, incorrect item or other reason for rejection, with photographs. Your notice must identify each reason for rejection.
Five days is a reasonable opportunity to inspect goods of this kind, and it allows us to lodge a claim with the manufacturer and the carrier while their own notification windows are still open.
Where goods arrive incorrect, incomplete or damaged in transit and you notify us within that period, we will replace the goods or provide a full refund at no cost to you, including freight.
If we do not hear from you within that period, the goods are treated as accepted and the right to reject them under these terms is waived. This does not affect the consumer guarantees or any other right or remedy you have under the Australian Consumer Law, which are not limited by any period set out on this page.
Inspection of returned goods
All approved returns are inspected by us or by the manufacturer before any refund or credit is issued, to confirm the goods are in new and saleable condition. We may reject a return where the goods are not in new and saleable condition, or have been damaged. Approved change of mind returns incur the 10% restocking and handling fee set out above.
Faulty goods and your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If goods are faulty, not as described, or not fit for their disclosed purpose, you are entitled to a repair, replacement or refund, and we will cover return costs.
This policy operates in addition to those rights, not instead of them. Nothing in this policy limits or excludes any right or remedy you have under the Australian Consumer Law.
How to request a return
All returns require our written authorisation before goods are sent back. Email or call us with your order number, the product and the reason for the return, and we will confirm the next steps and a return address. Goods sent back without authorisation may be refused.
Product suitability and safe use
It is the customer’s responsibility to select the correct product for their intended application. Ladders and height access equipment must be chosen with regard to working height, load rating, duty rating, site conditions, surface and setup, and any applicable Australian Standards and workplace health and safety obligations.
Product information on this website is general information, not advice. Selection remains your decision, based on your own risk assessment of the task and site.