Terms and Conditions

Making A Purchase

Making a purchase on our site is simple.  Just browse our store and adding any items you wish to buy to the Shopping Cart.  Please note sometimes images of the product advertised can differ slightly to the product delivered, it will not differ from the specification of the listing.  Having finished your selection,, please click  'Checkout' and you will be asked for details necessary to allow us complete your order.

Payment can be made using all major credit cards, debit cards and Paypal.  Orders can also be made over the phone by calling us between the hours of 09.00 – 17.00 hrs (Mon – Fri) on 07743 790436. All payment information is treated with the utmost discretion and processed through our online merchant account bank.  When a confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Credit Card Security

When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are not held in clear text on any web site.

Shipping & Handling

Your item will be professionally & carefully packed and despatched without delay. All orders received before 1.00pm are dispatched the same day (EXCLUDES WEEKENDS). Orders received after 1.00pm are sent the following day. Payment must be received before we can send the goods. Orders are not processed for shipment on weekends and holidays.  IMPORTANT!   PLEASE INSPECT ALL GOODS BEFORE SIGNING FOR THEM.  This is important as it is the only way to prove the goods have been damaged in transit. Please view our shipping and delivery policy here.

For delivery times, please see the "Delivery" TAB in the description on each product as different products have different delivery times.

PLEASE NOTE:  As our products are of varying sizes and weights, we often use different carriers.  ALL carriers require a signature upon delivery so if there is nobody at home during the week, please consider supplying an alternative address, i.e. a neighbours or work address perhaps. This alternative address MUST be given at time of placing your order to avoid an error in shipping.  Certain items are sent direct from the manufacturers whom may use their own trucks as well as other carriers.

All items must be checked on delivery. We make sure all our parcels are well packaged and checked before they leave the stockroom.  If, upon delivery, the box looks damaged or as if it might have been tampered with, you must refuse to accept it. What will happen is the courier will return the damaged item back to us (which is covered by our insurance) and we'll send you another one. We cannot be held responsible for damage claims after goods have been accepted. 

Back Orders

If your item is not in stock, we can back order for you.  However, we always contact you to advise you of the delay in shipment and offer you the choice of waiting, taking an alternative if available or making a refund if you prefer.

Returns Policy

If for any reason you wish to cancel your order and return non-faulty goods please advise us in writing by completing our form online within 48 hours of receipt. The product must be returned to us within 14 days of the order being placed, in a re-saleable condition. (i.e. unused, unmarked and in original unmarked packaging) It is the responsibility of the customer to return the item and ensure the package has been reasonably protected in return transit. We will refund the full amount excluding our original true delivery charge (this varies depending on the goods ordered). This is applicable to orders sent on our free delivery promotion.


Please also note if the courier tries to deliver to you and leaves a card and you don't re-arrange delivery after 5 days, then the parcel will be returned to us and there will be an extra charge of a minimum of £12.95 for the return carriage.

This does not affect your consumer statutory rights.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

All returns and defective products should be returned in their original packaging with receipt: 

PLEASE CONTACT US FOR RETURN ADDRESS                                     07743 790436

WARRANTY + REPLACEMENTS 

Telescopic Ladders Direct warrantees for the replacement/repair of any product, which is defective in materials, or workmanship for a 1 year period from date of purchase. Proof of purchase is required for all warranty service. Telescopic Ladders Direct does not cover products that have been altered, broken or damaged due to misuse, neglect or failure to follow instructions provided with the product. For repair or replacement, defective items must be returned to one of our numerous warehouse.  Please telephone us for the exact location to make the return by calling 07743 790436 or contact us by email: 
henry@henrys-ladders.com 


Damaged or Defective Products 

Please inspect your goods immediately upon delivery and advise within 48 hours of any discrepancies, defects or damages.   If return is necessary complete our return form within 48 hours.

If goods are delivered faulty or incorrectly, you must advise us as soon as possible as to delay could mean you incur a restocking fee as well as return courier charge. If the goods are found to be damaged or defective prior to delivery to you, we will replace the faulty part free of charge. 

Privacy Policy

Telescopic Ladders Direct do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.  "We do not send random marketing emails to personal email addresses (spam)."

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.  Data collected by this site is used to:
a. Take and fulfil customer orders
b. Administer and enhance the site and service
c. Only disclose information to third-parties for goods delivery purposes.  We conform to the requirements of the

    Data Protection Act, 1998.