Terms & Conditions

Website usage terms and conditions

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy, govern laddersdirect2u.co.uk’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

No part of these terms and conditions affect your statutory rights as a consumer.

The term ‘LaddersDirect2u’ or ‘us’ or ‘we’ refers to the owner of the website DIY DIRECT2U Limited whose registered office is at , 20 Portnalls Road, Coulsdon, Surrey, CR5 3DE. We are registered in England under company number 9401857. Our main trading address is at 228 Hook Road, Chessington, Surrey, KT9 1PL. Our VAT number is 129 3751 30. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:-

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice. We advise users to regularly check the terms and conditions of this agreement.
  • This website uses cookies to monitor browsing preferences. If you do allow cookies to be used, the following personal information may be stored by us for use by third parties:-
    •  name and job title
    •  contact information including email address
    • demographic information such as postcode, preferences and interests.
  • Other information relevant to customer surveys and/or offers.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • We try to ensure the laddersdirect2u.co.uk website is available 100% of the time. However, we shall not be liable if this website is unavailable at any time and for any period.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.


The material contained in this website is not aimed at or meant to be viewed by persons other than those in the United Kingdom. Those who choose to access this website from other locations do so on their own initiative and are responsible for compliance with local laws, if and to the extent local laws are applicable.

We do not warrant the suitability of products for particular purpose and you should check specifications and suitability with manufacturers before ordering.    

Pricing and Payment

All prices quoted are in UK pounds and inclusive of VAT at the prevailing rate and products are sold under English law.

Occasionally an error may occur and products may be incorrectly priced, in which case, we will not be obliged to supply the products at the incorrect price.

Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an order confirmation.

Payment can be made by credit or debit card or by cheque to our address. We will not despatch your order until payment has been received in full.


We endeavour to offer only products that are available and in stock at our suppliers. If a product is not available, we will notify you on receipt of your order and we will reimburse your payment if you choose to cancel the order.

Delivery Information

  • Free delivery applies to UK mainland only.
  • Next day delivery is next working day and is available on the UK mainland only. 
  • Our delivery times are Monday – Friday between the hours of 9.00am to 5.30pm.
  • For a next day delivery the order must be placed before 10.00am (Monday to Friday excluding Bank Holidays).
  • Orders placed on a Saturday and Sunday will be categorised in delivery terms as pre 10.00am Monday orders.
  • LaddersDirect2u cannot be held responsible for any cost that may be incurred due to a delivery that is delayed beyond our control.
  • All orders will only be delivered to the address stated at the time of the order.
  • If you are not home when your goods are delivered, the courier will normally leave a card with instructions on how to reschedule the delivery.

Any damages or shortages must be reported at the time of delivery or claims will be rendered invalid.

Please do not commence or arrange any work to be carried out until you have received and checked your product fully.

Free delivery applies to UK mainland only. For deliveries outside the UK mainland please contact sales@laddersdirect2u.co.uk for a quotation and lead time.


Save for the remedies set out in our returns section, LaddersDirect2u will under no circumstance be liable for indirect, special or consequential damages including any loss of business, revenue, profit, or data in relation to your use of the website.

Nothing within this agreement will operate to exclude any liability for death or personal injury arsing as a result of the negligence of LaddersDirect2u, its employees or agents. 

Risk and Title

You will be responsible for the care of the goods once they are delivered, you should insure the goods and store them safely and securely. We will not be responsible for any damage resulting from incorrect storage.

Ownership of the goods will only pass to you when we receive full payment in respect of goods including delivery charges.


A 12 month manufacturer's guarantee against defective manufacture, whether due to defective materials or workmanship, applies to all of our products. Notification of any fault must be made immediately. 


We are committed to protecting your privacy and security and would advise you to read our privacy policy.

Returns Policy

(A) Faulty and Damaged Products

In the unlikely event that a product is faulty or damaged, we will exchange the product or provide you with a full refund. Notification of any defect must be made immediately. We reserve the right to inspect all returned products prior to agreeing to any part-refund or full refund. We require the return of the products within 14 days of the refund request being made.

To arrange for the product to be collected, send an email to sales@laddersdirect2u.co.uk with your order number and details of the product to be returned. We will either deliver a replacement or process the refund. All refunds will be made to the account used to purchase the product.

(B) Returns

In the event that you change your mind and wish to cancel an order, provided the goods have not already been despatched, we will cancel your order and issue a full refund.

If the goods have been despatched we will provide you with a refund, excluding any delivery charges, provided we are advised of the proposed return within 14 days of the product being delivered to you. Send an email to sales@laddersdirect2u.co.uk with your order number and details of the product you wish to return and we will arrange for the collection by our nominated carrier. There will be a minimum charge, payable by you, of £25.00 + VAT for this service, which may increase dependent on your location. 

We reserve the right to inspect all returned products prior to agreeing to any refund. Your refund will be processed within 14 days of the goods being returned.

All refunds will be made to the account used to purchase the product.

Under the United Kingdom's Consumer Contracts Regulations you can return any product to us, provided it is in an unused, unopened and in an 'as new' condition within 14 days from the day after you receive the goods. This does not affect your statutory rights.

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