Refund policy

Returns, cancellations and Refunds:

Customized products are not eligible for returns or exchanges.

Lighting Products.

N   Returns for Opened or Modified Products
Once a package has been opened, installed, or modified in any way (including cutting or altering feet or stringers), no returns, exchanges, or refunds will be accepted under any circumstances.

·       Unopened Package Returns
We may, at our discretion, accept a return of an unopened and fully sealed ladder package.
In such cases:
- The customer must contact support@bcompact.com within 7 days of delivery to request written return approval.
- The customer is fully responsible for all return shipping arrangements and costs, including freight insurance.
- Upon safe receipt and inspection confirming the package remains unopened and undamaged, a refund minus a 15% restocking fee will be processed.

Prefabricated Ladders:

·       Critical Note – Floor-to-Floor Height Accuracy
Each Bcompact Pre-Fab Ladder is engineered for a specific floor-to-floor height with a maximum modifiable tolerance of ±50 mm (≈ 2 inches).
If your measurement is outside this modifiable range, the product will not fit correctly and must be ordered as a custom design via our online configurator or quote form.
Customers must measure from finished floor to finished floor, accounting for any flooring materials, ceiling finishes, or sub-floors before purchasing.
By completing an order, you confirm that you have read and understood these specifications and that the chosen model suits your required height range.

·       No Returns for Opened or Modified Products
Prefabricated ladders are precision-built with a fixed step rise (300 mm) and fixed angle (65°).
They are not adjustable beyond the ±50 mm tolerance stated in the product data sheet.
Once a package has been opened, installed, or modified in any way (including cutting or altering feet or stringers), no returns, exchanges, or refunds will be accepted under any circumstances.

·       Unopened Package Returns
We may, at our discretion, accept a return of an unopened and fully sealed ladder package.
In such cases:
- The customer must contact support@bcompact.com within 48 hours of delivery to request written return approval.
- The customer is fully responsible for all return shipping arrangements and costs, including freight insurance.
- Upon safe receipt and inspection confirming the package remains unopened and undamaged, a refund minus a 15% restocking fee will be processed.

·       Cancellations
Orders may be cancelled within 24 hours of purchase for a full refund.
After this period, packing and dispatch preparation begin immediately, and orders cannot be cancelled.

·       Change of Mind / Incorrect Measurement
Change-of-mind requests or height-measurement errors are not grounds for return, exchange, or refund after dispatch.
Selecting an incorrect height model or assuming it can be adjusted beyond the allowed ±50 mm range is considered customer error.

·       Defective or Damaged Products
If your product arrives damaged or defective, contact support@bcompact.com immediately of receipt, including clear photos/videos and a brief description.
We will review the claim and coordinate repair, replacement, or a DHL insurance claim as appropriate. The DHL claim window is 30 days after dispatch.