GROVIA Aluminium Alloy 4-Step Folding Ladder - Upgraded Safety Lock, 2.8m Reach for Home Use - Silver & White

Catch n Save – Easy 30-Day Return, Refund & Exchange Policy

We want you to shop with confidence. If something isn’t right, we’re here to help.

Returns for Faulty or Damaged Goods

Under Australian Consumer Law, you are entitled to a refund, replacement, or repair if an item is faulty or damaged.

An item may be considered faulty if:

• It has a manufacturing defect not caused by misuse or incorrect installation
• It does not match the product description

Please contact us as soon as possible with photos or videos so we can assess and resolve the issue promptly.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

Easy 30-Day Change of Mind Returns

If you change your mind, we offer an easy 30-day return or exchange, subject to the following conditions:

• The return request is made within 30 days of receiving the item
• The item is unused, undamaged, and in resalable condition
• The item is returned in its original packaging, with all parts and accessories included

Please note:

• Return shipping costs are the customer’s responsibility
• A 5% repacking fee may apply if the original packaging is missing or damaged
• If you are unable to return the item yourself, we can arrange a pickup service for a 10% collection fee
• 
  Items showing signs of use, damage, or wear may incur a depreciation fee (minimum 5%), based on our technician’s assessment
  

All returned items will be inspected within 7 days of receipt.

Refund Process:

• Approved refunds will be processed via the original payment method
• Refund timing depends on your bank or payment provider

Non-Returnable & Non-Refundable Items (Unless Faulty)

The following items are not eligible for return or refund due to change of mind:

• Factory seconds or on-display items
• Custom-made or made-to-order products
• Gift cards, vouchers, or store credits
• Consumable items (e.g. cue tips, ping pong balls)
• Items that have been used, assembled, altered, or damaged after delivery
• Items damaged due to improper self-installation (including broken slates or stripped screws)

Exchange Policy

We offer exchanges within 30 days of purchase, provided that:

• The item is unused, undamaged, and in resalable condition
• All original packaging, parts, and accessories are included

Exchange value rules:

• If exchanging for a higher-priced item, the price difference must be paid
  
• If exchanging for a lower-priced item, the difference will be refunded

Items Not Eligible for Exchange:

• On-display or factory-second items
• Items that are used, damaged, missing parts, or without original packaging

How to Request a Return or Exchange

Please contact our Customer Service team at customerservice@catchnsave.com.au

Include your order number and photos (if applicable). Our team will guide you through the next steps. Additional return or collection fees may apply for change-of-mind returns.

At Catch n Save, we strive to provide convenient and cost-effective shipping options for our customers. Please review our shipping terms and conditions below.

 1. Order Processing Time

• Orders are processed within 1 business day after payment confirmation.
• Orders placed on weekends or public holidays will be processed on the next business day.
• A confirmation email with tracking details will be sent once your order has been shipped.

2. Shipping Rates

• Free delivery and pickup are available to Sydney / Melbourne / Brisbane metropolitan areas.
• For other locations, we offer affordable freight options. A shipping quote will be provided at checkout.

3. Shipping Methods & Carriers

• Free Delivery: Handled by our in-house delivery team. Our drivers will contact you 1-2 days prior to confirm the delivery date and time.
• Interstate & Regional Delivery: We use trusted carriers such as Hunter Express, Allied Express, or TNT for timely delivery.
• Please arrange at least one able person to help unload.

4. Estimated Delivery Time

• Free Delivery: 3-5 business days after processing.
• 300KM Metro Surrounding Areas and Interstate Delivery: 5-7 business days after processing.
• Peak Season Delays: During high-demand periods, such as holiday seasons and major sales events, deliveries may take longer due to increased order volumes.

5. Custom-Made & Special-Order Items

• Some items on our website are custom-made or special-order products, which require additional production time before shipping.
• The estimated arrival time (ETA) is clearly stated on the product listing page.
• In most cases, delivery within the provided ETA is guaranteed. However, unforeseen delays due to production, shipping logistics, or customs clearance may occasionally occur.
• Customers will be notified if any significant delays arise.

6. Inventory Inaccuracies & Resolutions

• Due to rapid stock movement, especially during peak seasons, occasional system discrepancies may occur, leading to inventory inaccuracies.
• If an item becomes unavailable after purchase, we will offer an alternative product or a full refund.
• We encourage customers to contact us first for a resolution, as some may request chargebacks before we have the opportunity to address the issue. Our team is committed to resolving such cases fairly and efficiently.

7. Delivery Terms

• Ground Floor Delivery Only: Orders are delivered to the front door or garage at ground level.
• Stairs or Indoor Delivery: Additional charges apply. Please contact us before placing your order.
• Heavy/Large Items: An able-bodied person is required to assist with unloading.
• Missed Delivery: If no one is home, you may:
  
  Authorize us to leave the order at the front door or garage.
  Reschedule delivery (additional fees and delays may apply).
  
  

8. Installation Services

• Most products require assembly and come with DIY instructions.
• Installation services are available upon request (fees apply).
• Customers must provide a parking space for the installation team. If parking is unavailable, additional charges will apply.

9. Add-On Services (Fees Apply)

• Moving goods indoors or upstairs
• Specific delivery time requests
• Two-person delivery service
• Installation services

For any special requests or additional services, contact us for a customized quote.

10. Restock Fees:

• We do not charge a restocking fee; however, a 5% repackaging fee will apply if the original packaging is damaged.

At Catch n Save, we are committed to providing high-quality products designed for durability and long-term enjoyment. To give our customers peace of mind, we offer a 12-month limited warranty across all product categories. This warranty covers defects in materials and workmanship under normal residential use, ensuring our customers receive products that meet high-performance and reliability standards. Our standard warranty is 12 months for all product categories, with optional Extended Warranty Plans of up to 5 years available for eligible items.

1. Warranty Coverage

The warranty covers:

• Manufacturing defects in materials or workmanship.
• Structural failures, such as broken frames or welded joints.
• Electrical or mechanical failures due to defects.
• Material deterioration that is not caused by normal wear and tear.

2. Exclusions & Limitations

This warranty does not cover:

• General wear and tear – including surface scratches, dents, fabric fading, or discoloration from prolonged sun or moisture exposure.
• Accidental damage, misuse, or neglect – including improper assembly, overloading, impacts, or failure to follow usage guidelines.
• Environmental and weather-related damage – including extreme temperatures, excessive humidity, UV degradation, rust, mould, or mildew.
• Consumable parts and accessories – including, but not limited to, pool table felt/cloth, batteries, rubber grips, seat cushions, and charging cables (unless faulty upon delivery).
• Unauthorized modifications or repairs – tampering, alterations, or use of non-original parts will void the warranty.
• Commercial or rental use – unless explicitly stated, the warranty applies only to residential use.
• Free bonus accessories – any complimentary items included with the main product are not covered.

3. Extended Warranty Options -  Now Up to 5 Years

For select products, Catch n Save offers Extended Warranty Plans for additional coverage beyond the standard 12 months. Extended Warranty Benefits:

• Longer Coverage: Extend protection for 1, 2, 3 or 5 years beyond the standard warranty.
• Comprehensive Protection: May include repairs, replacements, and services not covered under the standard warranty.
• Convenience: Simplified claims process with priority support.

Terms & Conditions:

• Availability: Extended Warranty Plans must be purchased at checkout or within 30 days of purchase.
• Pricing: Cost varies based on product type and coverage duration. Activation: Coverage begins immediately after the standard 12-month warranty expires.
• Transferability: Extended Warranty Plans are non-transferable and apply only to the original purchaser.

4. How to Purchase an Extended Warranty

To add an Extended Warranty Plan:

• At Purchase: Select the Extended Warranty option during checkout on our website.
• Post-Purchase: Contact our customer service team within 30 days of purchase to inquire about adding coverage.

5. Warranty Claim Process

 Step 1: Initiate a Claim

If you experience an issue covered under warranty, please contact us at customerservice@catchnsave.com.au or (02) 7252 5605 with the following:

• Proof of purchase (order number, receipt, or invoice).
• Detailed description of the issue and when it occurred.
• Photo or video evidence clearly showing the defect.

 Step 2: Warranty Assessment

Our team will review your claim and may request additional details if necessary.

 Step 3: Resolution Options

If the claim is approved, Catch n Save may, at its sole discretion, provide:

• Replacement parts – If the defect affects a specific component (e.g., table leg, scooter battery), a replacement part will be sent.
• Full product replacement – If the defect is significant and cannot be repaired, a replacement unit may be issued.
• Refund (where applicable) – If a replacement is not feasible, a refund may be offered according to our refund policy.

6. Additional Terms & Conditions

If the original product is discontinued, we may replace it with a comparable product of equal value. Customers may be responsible for return shipping costs if the claim is not due to a manufacturing defect. Warranty claims must be made within 12 months from the purchase date. This warranty is non-transferable and applies only to the original purchaser.

7. Australian Consumer Law Compliance

This warranty is provided in addition to your rights under the Australian Consumer Law (ACL). Under ACL:

• Consumers are entitled to a replacement or refund for a product that has a major failure.
• Consumers are entitled to repair or replacement if a product does not meet acceptable quality standards, provided the failure is not considered major.

For more information about your consumer rights, please visit the Australian Competition Consumer Commission (ACCC) website at www.accc.gov.au

8. Customer Support

If you have any questions or need assistance, please contact us: Email: customerservice@catchnsave.com.au We appreciate your trust in Catch n Save and are committed to ensuring your satisfaction.

Designed with care and crafted from premium materials, our products combine durability, comfort, and timeless style. Each piece is thoughtfully made to enhance your living space, offering a perfect balance of functionality and elegance that complements any home and suits your unique lifestyle.