At Sterlingbuild, we want you to be delighted with the items you have purchased, however, we understand that for whatever reason, you may need to return them. Our returns process is simple and easy to follow and we keep you informed every step of the way.
Tell us you wish to return
Once you've received your order, you will have 14 calendar days to inform us of your intention to return any part of your order.
We check your items
Once we've received your items, we will check them to make sure they're in a resaleable condition.
The speed it takes to process a refund or exchange all depends on the time it takes us to receive your items.
We collect or you return
Once we've been informed of your return, we can either arrange to collect your item or you can return the items to us using your own courier.
You have 14 calendar days, starting on the day the return was actioned, to send the items back to your depot. Our address can be found below.
Refund or exchange
Once your items have been checked and verified as resaleable by our warehouse team, we will credit your original method of payment.
If you were looking to exchange your items, we will contact you to discuss the new product you wish to order.
Additional things you need to know
Products that can't be returned
The majority of our products can be returned for a refund or exchange but there are a few that cannot. These include made-to-measure products such as roof lanterns, flat roof windows, uPVC windows and doors, roof windows and blinds to name a few. These items cannot be refused, returned or refunded unless they are found to be defective or have been damaged in transit.
We cannot accept back any products that have been or attempted to have been installed. All items looking to be returned must ideally be unopened, in a resaleable condition and in its original packaging. If your item arrives back to our depot in a state other than near-perfect, we reserve the right to refuse a refund or exchange. When a return has been rejected, we are more than happy to send the product back to you.
Returning the product yourself
When raising a return with us, all returning items must be properly packaged, protected and secure. At the beginning of the returns process, we will ask for photographic evidence showing the quality of the items coming back to us. We do this for two reasons:
- To see that the item is in a resaleable condition
- If the item has been damaged in transit, we have proof that shows us the item left you in a good condition.
Please print off and include a completed returns form with your returned order and return your items to the following address.
Unit 14 Barnfield Road
Park Farm Industrial Estate
Collection and return fees
We are more than happy to arrange a collection for you if this option is more viable. There will be a small charge for the collection of your goods to bring them back to our depot in Folkestone. The charge will cover two collection attempts only. If these two attempts fail, the collection charge will be applied again and will be equal to the initial charge.
- £24 (inc VAT) for items up to 15kg collected by parcel courier
- £50 (inc VAT) for items up to 100kg collected by pallet courier
- All long and bulky items are POA
- £15 for failed collection
Collections are an all-day service from a third-party company so we are not able to give a specific time for collection.
If any of your order arrives damaged and we choose to collect your items, you will not incur a collection fee. However, if the second attempt fails, the third attempt will be charged. The collection charge will vary upon the product(s).
Upon placing your order with us, if you decide you no longer require the items before they are despatched from us, we will reimburse you for all payments received from you, including the costs of delivery.
If any goods are coming back to us before a refund is issued, we will follow the returns process before reimbursing you. This includes taking delivery and checking the quality of the returned goods before then being signed off by our warehouse team. We'll make the refund without undue delay and no later than:
- 14 days after the day we receive the goods from you to us or to our supplier's warehouse, or,
- If no goods were supplied, 14 days after the day on which we received the cancellation of your order.
Damaged & faulty goods
Our refund policy does not affect your statutory rights with respect to faulty or goods that arrived damaged. Whilst we do everything we can to ensure your order reaches you in perfect condition, sometimes accidents happen. Under the Consumer Rights Act, you can reject a faulty item, which you must do within 30 days and get a refund, repair or replacement.
Please let us know as soon as possible if you have received a faulty item and we will be happy to help you.
Consumer contracts regulations
We make every effort to keep up with the latest online selling regulations. We have updated our cancellation and returns policies to reflect and comply with changes made to the Consumer Rights Act 2015 and the Consumer Contracts Regulations in 2014.