FREQUENTLY ASKED QUESTIONS

When your step has been delivered, you should assess its suitability for the intended use with a full Risk Assessment. Your own H&S officer should complete this. You should read through our user instructions downloads page here... Inspect the product prior to using it and complete a full Maintenance Inspection, at least once every six months! We have a free inspection form to help you with this on our downloads page here... This is a piece of safety equipment, you should train all users for their own safety prior to use and record their training.For information on how to operate the braking system, to aid with your on site training, you can view our user video and download a copy of the instructions from our downloads page here...

All orders received, are acknowledged back by an order confirmation email which will give an anticipated date of delivery. Our drivers deliver between the hours of 7am - 6pm Monday to Friday, if you have specific opening hours or are closed during any of the stated hours, then these should be noted on your purchase order to us.

We stock all replacement spares. Order by 11am and we'll despatch the next working day; delivery usually takes 2–3 working days. You can order direct from our spares shop.

We will always advise an ANTICIPATED date of delivery when you place an order, this means that we will attempt to deliver your item on or before the date acknowledged. As most customers always want their product as soon as possible, we will get your item delivered on the next available vehicle, more often than not this is earlier than the anticipated date. If you DO have specific dates that you require delivery between, then please let us know this at the time of order and we will endeavour to meet your requirements. Should we attempt delivery and nobody is available to sign for the goods, then we reserve the right to charge carriage to return the item to our factory, any admin costs incurred and charge a re-delivery fee of the item. We will advise the costs for this ASAP after the rejection has taken place.

Check your deliveryPlease check your goods while the driver is present. If anything is damaged or in an unsatisfactory condition, write it on the driver's delivery note and take a few photos.Report the damageContact the reseller you purchased from in writing within 2 working days of delivery. They'll arrange the replacement with us. Reporting damage later than this may result in additional charges and longer waiting times.Not sure who your reseller is? Call us on 01773 834 910 and we'll point you in the right direction.Refusing the deliveryOnly refuse a delivery if your reseller advises you to. Refused deliveries can cause delays and extra costs.Bought from our spares shop?Email sales@klime-ezee.com with photos within 3 working days to report any damage.

We all know accidents happen sometimes and it's not uncommon that we are provided a delivery address which is not for the intended user. If this happens and you would like the product collecting and delivering to a different address, then we are able to collect your goods and re-deliver them to their correct destination. The request must come from your reseller and we must receive your request in writing, along with the collection and delivery address to enable us to log your request and quote you accurately. Charges will include... Collection charges from original destination Admin charges Re-delivery charges to correct destination

The reseller may cancel an order at any time prior to despatch by sending in writing, the order number and our confirmation number, along with the reasons for cancellation. As we manufacture everything to order, you may incur a charge if manufacturing of the item has already begun. If the goods have been despatched then please see the restocking information for charges.

Bought from one of our resellers? Please contact them. Returns are handled through the reseller you bought from, and they'll arrange everything with us.Are you a reseller? Let us know in writing within 14 calendar days of delivery using our Return Request form, with a photo of the product's warranty label. We'll confirm the return charges and give you a returns number before anything is collected.Items must be undamaged and in a condition we can resell. We don't accept returns on spares or bespoke items.

If you have a bespoke item we will not accept it back for restocking, this is because your item has been custom built for your specific needs.

These charges apply to resellers returning stock to us. If you bought from a reseller, they'll confirm any charges with you.You will incur carriage both ways to collect and return the item(s)Between 18 to 25 percent (of our current list price) handling charge, depending on the product rangeAn admin chargeFull cost of any modifications or extras applied to the productAny refurbishment and any administration costs for any goods returned due to the buyer’s own error or abuse. Please Note: Once the goods have been inspected at our factory we will issue the relevant refund against the original invoice. You can view our Terms & Conditions of Sale in the downloads section.We will refund your initial order and re-invoice for the above charges.

For more information on how your product will arrive, visit our packaging information page here...