Refund policy
We offer a 30-day return period, which means you have 30 days from the date you receive your order to request a return.
Change of Mind Returns
To be eligible for a change of mind return, the item must be:
- Unused and in the same condition in which it was received
- In its original packaging
- Accompanied by proof of purchase
To request a return, please contact us at sales@henchmanladders.com.au before sending the item back.
If your return is approved, we’ll provide instructions on how and where to return the product.
Please do not send items back without contacting us first, as unauthorised returns may not be accepted.
Unless the product is faulty, damaged or incorrectly supplied, return freight costs are the responsibility of the customer.
Damaged or Incorrect Orders
Please inspect your order when it arrives.
If your ladder has been damaged in transit, is defective, or you have received the wrong product, contact us as soon as possible at sales@henchmanladders.com.au so we can assess the issue and arrange an appropriate solution.
Where possible, please include:
- Your order number or proof of purchase
- A description of the issue
- Photos of the ladder, packaging and any affected areas
Exchanges
If you would like to exchange your ladder for a different model or size, please contact us first.
Depending on the circumstances, additional freight charges and any difference in product price may apply.
Refunds
Once we receive and inspect your returned item, we’ll let you know whether the return has been approved.
If approved, your refund will be issued to your original payment method.
Please allow additional time for your bank or card provider to process the refund once it has been issued.
Original delivery charges and return freight charges are generally non-refundable for change of mind returns.
Faulty Products
Our products come with consumer guarantees under the Australian Consumer Law.
If you believe your Henchman Ladder has a fault or manufacturing defect, please contact us with:
- Proof of purchase
- A description of the issue
- Photos of the product and affected area, where applicable
We’ll assess the issue and work with you to provide an appropriate remedy in accordance with your rights under the Australian Consumer Law.
Contact Us
For any return, exchange or product issue, please contact:
sales@henchmanladders.com.au