Cancellations and Returns
Total Poles are happy to accept cancellations/returns that are notified to us in writing to our postal address (see below) or via email to firstname.lastname@example.org within 14 working days of your delivery as stated in your statutory rights.
In the event of a cancellation/return, the customer is liable for the cost of returning the goods and for your protection we recommend that you use a recorded delivery service since The Lapa Company UK Ltd cannot be held responsible for returns which are lost or damaged in transit.
Any returned goods must be in their original condition and care should be taken in the preparation of their return. Refunds will take place within 14 days of the item being received as a return. Refunds may be subject to deductions for any reasonable costs incurred by the Company up to the time we are informed of the cancellation such as installation costs or due to damage of the product upon return. Please note we will be unable to issue refunds for items that we do not receive.
Please send returns to:
The Lapa Company UK Ltd
Unit 15, Orchard Place Business Centre
Seven Mile Lane
For further information regarding distance selling please see the Consumer Contracts Regulations.
Faulty, Damaged or Missing Goods
Please do not commence work or any installation until after you have received your order and checked all goods for any defects or missing parts. In the unlikely event that there is something damaged or missing from your delivery please contact us immediately so that we can resolve this for you.
Please note it is completely normal for wood of all types to split as it contracts and changes in response to the weather, and it is common for many splits to appear over time. It would be highly unusual for a split to reach the centre of a wooden pole over a long distance and therefore to affect the structural integrity of the pole, but if you have any concerns please get in touch and we can provide further guidance.
Should you have a concern regarding a possible faulty, damaged or missing item please contact our Customer Service team as soon as possible on 01732 884030 or email on email@example.com. In all instances it would aid us to see a photo of the item or area of concern and we would appreciate it if this can be emailed along with details of the query.
We will work with all customers to aid them on any query to the satisfaction of both parties, however where the fault or damage is deemed to be due to customer usage or preparation (eg unsuitable base, poor maintenance, misuse of product) then any rectification will be chargeable to the customer.