Customer Services
Guaranteee
Our 10 year guarantee on your roof window includes panes and flashings. We also offer a two-year guarantee on blinds and sun-screening accessories. For the fully comprehensive guarantee please click here...
Our aim is to make your buying experience with us the best, most cost-competitive and convenient as any you will find elsewhere in the marketplace.
To achieve this, we have set up arrangements with all of the recognised manufacturers of our website products whose services we are happy to endorse, so that we can ensure prompt delivery wherever possible of top quality and reliable goods to your chosen destination. We also offer our own exclusive high quality, exceptional value range. In many cases, we shall not have had the pleasure of meeting our website customers, face to face, allowing us the opportunity to discuss with them the best product to suit their needs and delivery requirements. While the purpose of this Customer Charter is, therefore, to briefly take our distance sale customers through the things which will happen after they have placed their order with us, and why. While our showroom customers should have had everything in our Charter fully explained to them, this document is equally applicable to them (except where marked below).
Receiving your order
We will do our utmost to get your order delivered to where you want it as quickly as possible.
Please note, however, that some products are particularly large and bulky. It may not be possible or practical to deliver them to some locations (e.g. high rise properties with inadequate lifts - or no lifts at all). This is why we ask you to discuss with us first any requirements for delivery to other than the ground floor with unrestricted access before placing an order.
Because it is so important to us that you will be completely satisfied with your order when it arrives, we ask you to inspect all goods delivered immediately upon arrival, just in case any damage has been caused in transit or there is some other reason why you are not entirely happy with them. The manufacturers are perfectly willing to take back and replace damaged or defective goods, but are understandably less willing to do so where there has been a delay between delivery and inspection. So it is very much in your interest to ensure that goods don't just sit around in boxes after they have arrived. If you are not ready to take delivery (e.g. you may be away on holiday... or the premises to which the goods are to be delivered is new and has not yet been handed over by the builders), please let us know when delivery will be convenient so that we can give you the best opportunity to inspect them upon arrival. Our guideline time within which we would expect you to have inspected all goods is seven working days after delivery. Only in very exceptional circumstances would we consider a longer period to be reasonable to justify allowing the return of goods where damage could have been discovered upon inspection.
Finally, it is equally important that you do not try to anticipate delivery before it happens and get your fitters all lined up only to find they have no goods to fit! We strongly recommend you wait until all units have arrived before committing yourselves to installers and, at best, being disappointed and at worst being liable to pay the costs of wasted time. As stated above, we pride ourselves in being able to obtain good delivery dates, but there are all manner of reasons, over which we have no control, why an estimated arrival date may not be met. For full details, please see our Delivery Policy.
Cancellations and Returns
We have every confidence that once you have placed your order with us and the goods have arrived, you will be delighted with your purchase. As we said at the beginning, however, buying goods at a distance can sometimes be less easy than in person, where you can actually see samples of the goods in front of you. For that reason, you always have the right (except in very limited circumstances where goods may have been made to order or personalised in some way) to change your mind and return any goods to us for a full refund (less the return carriage charge). However, you must do this quickly and within no more than seven working days after delivery... another very good reason for inspecting all goods upon receipt. Importantly, all goods returned to us for credit must be returned in their original packing and in re-saleable condition to avoid any repacking or reworking charges. After 7 days we reserve the right to charge a restocking fee not exceeding 20% of the order in addition to any return carriage and repacking costs. After 30 days from the delivery date we will be unable to accept a return.
We will, of course, be very happy to discuss any problem with you before you make the final decision to return goods, whether there is a defect or whether you have simply changed your mind, in the hope that we can resolve the problem without the need for returning the goods. But if that is not possible, we shall be very happy to discuss with you the supply of a replacement.
As with the actions to take on delivery we would, for the same reason, ask that you do not delay more than the time stated above to exercise the right to change your mind. Also, of course, you should not install, use or damage any product before deciding to return it. We are unable to offer a refund for any product that has been fitted.
Privacy Policy
We regard your right to privacy and to be in control of your personal information as very important. We realise that when you provide us with the information necessary to enable us to process your order and deliver goods to your home, this is a matter of trust. We will respect that trust fully, but you can of course at any time instruct us to remove your information from our database, which we promise to do (except only where we need to retain sufficient details to enable us to recover from you any payment which may still be due to us).
Security
We take security on our website very seriously. The latest technology secure servers and encryption technology are used to protect your payment details. We work hand in hand with GeoTrust, the leaders in this field to protect your data. Your payments to us are secure.
and finally...
Last, but certainly not least, we have a professional and courteous customer services department available during office hours to help you with any query you may have about anything contained in this Customer Charter or more generally about us and what more we can offer in making your buying experience with Sterlingbuild the best there is...
Please note: This is a general guide to the main aspects of our dealings with you. For the full legal terms, please refer to the terms and conditions and also to the policies referred to in the text below