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This Returns Policy applies to business and trade customers purchasing goods from Escalar Access Ltd.
Escalar does not sell to consumers.
Escalar Access Ltd
Block 8, Grazebrook Industrial Park
Hulbert Drive
Dudley
West Midlands
DY2 0BE
Email: sales@escalar-access.co.uk
Telephone: 0303 330 1818
Please do not return any goods to Escalar without contacting us first.
All returns must be authorised by Escalar before goods are sent back.
To request a return, please contact us with:
Once approved, we will provide the appropriate return instructions.
Unauthorised returns may be refused.
Where goods have been ordered incorrectly or are no longer required, we may accept them for return at our discretion.
To be considered for return, goods must normally be:
Goods should be returned within 30 days of delivery, unless otherwise agreed by us in writing.
Acceptance of a return does not automatically mean that a full credit will be issued.
Where standard stock goods are returned because they were ordered incorrectly or are no longer required, a 15% restocking charge will apply.
The 15% charge is calculated against the net value of the goods being returned, excluding VAT and delivery charges.
Goods must be unused, complete and in a resaleable condition for a credit to be considered.
Original delivery charges are not refundable unless the return is due to an error by Escalar or a confirmed product fault.
Where returned goods are damaged, incomplete, used or require additional work to return them to a resaleable condition, Escalar reserves the right to make an additional deduction or refuse the return.
Where goods are being returned because they were:
the Customer will normally be responsible for arranging and paying for return carriage.
The Customer is responsible for the goods until they are received by Escalar.
We recommend using a suitable tracked and insured delivery service.
If we have supplied the wrong product, please contact us as soon as possible.
Once the error has been confirmed, Escalar will arrange an appropriate resolution, which may include:
Goods should not be used if they have been supplied incorrectly.
Goods should be inspected on delivery or as soon as reasonably possible after delivery.
Visible transit damage should be reported to Escalar within 48 hours of delivery.
Please provide:
Where packaging is visibly damaged at the point of delivery, this should be noted with the carrier where reasonably possible.
Please do not use any product that you believe may be damaged or unsafe.
Any shortage in a delivery should be reported within 48 hours of receipt.
Please provide details of:
We will investigate the shortage and arrange an appropriate resolution where the claim is confirmed.
If you believe a product is faulty or defective, please contact us before returning it.
We may ask you to provide:
We may also need the product returned for inspection.
A return authorisation does not constitute confirmation that the product is defective.
Where a fault is confirmed and is covered by the applicable warranty, Escalar may, at its discretion:
Unless faulty or incorrectly supplied, the following goods cannot normally be returned:
Bespoke and special-order products are manufactured or sourced specifically for the Customer.
Once manufacture, modification or procurement has commenced, these products cannot normally be cancelled or returned.
Customers are responsible for checking and approving all relevant:
before manufacture or procurement begins.
All returned goods are subject to inspection.
We may reduce or refuse a credit where goods are:
Any deduction will reflect the condition of the goods and any reasonable costs incurred.
Where a return is approved and accepted, any credit will normally be issued to the original Customer account.
Credits are subject to inspection of the returned goods.
We reserve the right to deduct:
where appropriate.
Product warranties vary depending on the product and manufacturer.
Warranty claims do not cover issues caused by:
Please refer to the applicable product warranty or contact Escalar for further information.
For safety reasons, please do not continue to use any ladder, access product or other equipment which you believe may be damaged, defective or unsafe.
If in doubt, remove the product from service and contact Escalar.
To request a return, please contact:
Escalar Access Ltd
Block 8, Grazebrook Industrial Park
Hulbert Drive
Dudley
West Midlands
DY2 0BE
Email: sales@escalar-access.co.uk
Telephone: 0303 330 1818
Please include your order or invoice number and details of the product you wish to return.
Last updated: October 2026