Return and Refund Policy

Return & Refund Policy

This Return & Refund Policy applies to Ladder Genie hoisting systems (“Products”) purchased directly from Ladder Genie Inc. (“Ladder Genie”, “we”, “our”, or “us”) or an authorized dealer. All return, refund, and exchange requests must begin by email at support@laddergenie.ca.

1. Eligibility for Returns

To qualify for a return:

  • The Product must have been purchased directly from Ladder Genie or an authorized dealer.
  • For a complete Product return, the Product must be in resalable condition: unused, undamaged, and in its original packaging, including all parts, accessories, manuals, and hardware.
  • The customer must obtain written authorization — a Return Merchandise Authorization (“RMA”) — from Ladder Genie before shipping any Product back.

Products returned without an RMA may be refused and returned at the customer’s expense.

2. Refund Window

2.1 Change‑of‑Mind / Non‑Defective Returns

  • Customers may request a refund within 14 calendar days of the original delivery date.
  • After 14 days, refunds are not available for change‑of‑mind or other non‑defective reasons.
  • Once received and inspected, eligible refunds will typically be processed within 7–10 business days.

2.2 Defective on Arrival (DOA)

  • Any claim that the Product is defective on arrival must be submitted within 14 calendar days of delivery, with photos/videos and a description of the issue.
  • Approved DOA claims will normally be handled through repair, replacement parts, or Product replacement in accordance with Ladder Genie’s Limited Warranty, rather than an automatic refund, unless required by law or determined otherwise at Ladder Genie’s discretion.

3. Condition of Returned Products

All returned items are inspected by Ladder Genie. We may:

  • Refuse returns if a Product is used, installed, modified, damaged, improperly installed, or missing components; or
  • Offer a partial refund if reasonable, based on the condition of the returned Product and its ability to be resold.

4. Fees and Costs

4.1 Change‑of‑Mind / Non‑Defective Returns

  • The customer is responsible for all return shipping costs and insurance.
  • A restocking fee of up to 20% of the Product purchase price may be applied to cover inspection, testing, and repacking.

4.2 Warranty‑Related Returns

  • Repair or replacement components are provided as described in the Ladder Genie Limited Warranty.
  • Unless required by law or explicitly stated otherwise, customers are responsible for shipping costs to send Products or components to Ladder Genie or to an authorized location.

5. Non‑Returnable / Non‑Refundable Items

The following are non‑returnable and non‑refundable:

  • Replacement parts classified as wear items (for example: cables, sliders, pulleys, bearings, power cords, remote controls, and batteries).
  • Products that have been installed, used on a job site, modified, or damaged due to misuse or failure to follow the Product Manual and safety instructions.
  • Products returned without prior written RMA authorization.

6. Shipping and Cross‑Border Returns

Products ship from Canada. Shipping times are estimates only and are not guaranteed.

Ladder Genie is not responsible for delays caused by carriers, customs, or other events beyond its reasonable control.

For U.S. and international customers:

  • Replacement parts or units may ship from Canada or other locations.
  • Delivery times, customs clearance, and any duties, taxes, or import fees are the customer’s responsibility and may vary by jurisdiction.

7. Exchanges and Replacements

For Products with confirmed defects within the applicable warranty period, Ladder Genie will prioritize repair or replacement over refund.

Due to international supply and manufacturing timelines, replacement parts and replacement units may require up to six (6) months to fulfill.

If a replacement is not available within a reasonable period, Ladder Genie may, at its discretion and subject to applicable law, offer an alternative solution (such as a different equivalent product, store credit, or a partial or full refund).

8. How to Start a Return

To request a return, refund, or exchange:

  1. Email support@laddergenie.ca.
  2. Include:
    • Full name and company name (if applicable)
    • Contact details
    • Proof of purchase (receipt or invoice)
    • Product serial number (if available)
    • Reason for the return and whether the Product is unused or has been installed/used
    • Photos and/or short videos if there is any claimed defect or damage
  3. Wait for written RMA instructions before shipping any Product.

Returns that do not follow this process may be delayed or refused