Refund policy

Refund and Exchange Policy

At Ladder, we strive to ensure your complete satisfaction with our products. However, we understand that there might be instances where you may need to return or exchange an item. Therefore, we have established the following refund and exchange policy:

1. **Eligibility for Returns and Exchanges:**
- We accept returns or exchanges within 14 days of the purchase date.
- To be eligible for a return or exchange, the item must be unused, in its original packaging, and in the same condition as received.

2. **Non-Returnable and Non-Exchangeable Items:**
- Certain products, such as personalized or customized items and clearance items, are non-returnable and non-exchangeable unless they arrived damaged or defective.

3. **Refund Process:**
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

- If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days, depending on your payment method.

4. **Exchange Process:**
- If you wish to exchange an item for the same product or a different one, please contact our customer service team. We will assist you in processing the exchange and guide you through the necessary steps.

5. **Return Shipping:**
- Customers are responsible for the shipping costs associated with returning the item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

6. **Damaged or Defective Items:**
- If you receive a damaged or defective item, please contact us immediately. We will arrange for a return, replacement, or refund, depending on the situation. Photos of the damaged or defective item might be required for our records.

7. **Refusal of Returns:**
- We reserve the right to refuse returns that do not meet the above criteria or do not have a valid proof of purchase.


We aim to make the return and exchange process as straightforward and customer-friendly as possible. Your satisfaction is our priority, and we will do our best to resolve any concerns you might have regarding your purchases.

This policy is subject to change at our discretion. Any updates or revisions will be posted on our website.

Thank you for shopping with us. If you have any further questions or concerns, please don't hesitate to contact our customer service team.