Damage and returns policy

Occasionally damage occurs in transit so we request that on delivery please inspect your product, as we cannot accept any claim for damage/shortage unless the delivery note is endorsed accordingly. Any subsequent claim must be notified within 48 hours of delivery. If you advise us of any damage we usually request a digital photo to be sent to enquiries@sterlingbuild.co.uk. Once we have received the photo we can advise you if the claim is accepted.

Damaged Items - Accepted Claim

Replacement items will be despatched on our normal delivery service. A collection will be arranged for the damaged product.

Wrong item ordered in Error

If you have ordered incorrectly, please inform us within 7 days from the day after receipt of the product, that you wish to return them.

There will be a 15% restocking charge plus carriage return cost. Items will only be accepted for partial refund if the packaging and product is in resaleable condition. No carriage return cost will be charged for customers arranging their own return (e.g. small items by post) and we recommend you retain some proof of postage in the events the products go missing, as the products remain your responsibility until we receive them.

Wrong Item ordered urgent replacement required

A replacement item can be despatched if you have ordered incorrectly but we need to charge for the item when we despatch it. The refund for the returned item applies as below.

Cancel my order

If you need to amend or cancel your order you may do so up to 48 hours after you have placed your order before we have despatched the goods by contacting 01304 219922. After 48 hours we reserve the right to charge you any costs we incur in relation to your cancelled order.

How will my refund be paid?

Once we have received the products, a refund for the agreed amount will be actioned to the original method of payment. Please allow 14 days from return for this process to be completed.