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Terms of Service

Pricing

Prices are subject to change without notice. We make every effort to avoid mistakes in our catalogues, quotations and website. However, should any errors appear, we reserve the right to correct them. If you notice what you believe to be incorrect pricing, please contact us in the first instance for clarification, as we reserve the right to cancel orders placed where pricing is incorrect.

Backorder

Due to various reasons, including but not limited to raw material supply, custom orders and shipping delays, we may experience stock shortages. In the rare case of longer than quoted lead times, we will inform you as soon as possible and work to find the best solution. This may include, but is not limited to, replacing parts of the order with similar products, shipping parts on backorder at a later date, or offering a refund. Backorders shipped in parts will be handled as a new order and will carry freight charges.

Missing and Damaged Items

Missing and Incorrect Items:

​All missing or incorrect items must be reported to Library Ladders International within 48 hours of receipt of goods.

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Damaged Deliveries:
Please note, while we do our best to package everything as securely as possible, sometimes freight is not handled with care.  Before you sign for receiving delivery, please note the condition of the package first.  If it looks rough or damaged in any way, please don't sign for it until you have checked the contents for damage.

 

If you do sign for receiving goods and they are in a damaged state, it waives our right to claim for damages on your behalf. ​ If  your goods are damaged this must be stated on the consignment note or ticket POD (Proof of Delivery) upon receipt of delivery. All shipments are subject to the terms and conditions of the shipping carrier (UPS, FedEx, DHL, etc.)


Lodging Claims on Damaged Deliveries:
In order for us to lodge a claim the following must be provided:

  • Confirmation that the damage was noted on delivery

  • Photographic evidence of the damaged packaging

  • Photographic evidence of the damaged goods

All claims must be lodged with Library Ladders International within 5 days of receiving package.

Returns

Returning of Goods:
All returned shipments must have a Return Merchandise Authorization (RMA) from Library Ladders International (LLI) before they are returned.  Unauthorized returns will result in a delay in processing and may be refused if they do not meet our requirements for returns.
 

Requirements for Returns:

  • Returns must be clean, in original boxes, un-assembled and in like new, sellable condition.

  • Return freight cost must be paid by the customer.

  • Obsolete, discontinued or clearance items cannot be returned.

  • An RMA (see above) must be completed and included in the shipment.

 
Restocking charge will be applied as follows based on the date received back to RHP:

  • Within 30 days from the invoice date – 15% restocking fee

  • Within 31-60 days from the invoice date – 25% restocking fee

  • No returns will be accepted after 60 days


Special/Custom Orders:
Special/Custom ordered products are non-returnable unless goods are determined to be defective under the manufacturer’s warranty.

Credit
Allow up to 3 weeks to process and issue any credit once return is received and approved.

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