sterlingbuild mobile logo

Exchange and return

Please read this information to ensure a speedy return of your order.


Returning your order

Returning your order

Returns Period

We have every confidence you'll be delighted with your purchase, but buying goods online doesn't have the same benefits of seeing them in the shop.

Mistakes can happen, whether you order the wrong product or change your mind, or the item has been damaged in transit. Here are our guidelines on returning damaged and unwanted orders.

Please read the information below before returning your order.

How to Return your Order

Once you've notified us, it is your responsibility to send the goods to the address below. You do not need to do this within the 14 days cooling off period, but you must return the order no later than 14 days (2 full weeks, not 14 working days) after the day you made your cancellation.

PLEASE NOTE: We won't accept returned orders after 28 days of purchase. Orders that were sent to you on a pallet must be returned to us on a pallet.


1. Complete our returns form

Let us know you will be sending your order back by completing our returns form. This will let our customer service team know, so they can start the process of processing your returned order.

Returns Form

2. Send your order directly to us

Unit 14
Barnfield Road
CT19 5SU 

Return Costs

Under current legislation, you can send the order back at your own cost or we can arrange a courier for you. The costs for this service are outlined below.

We can arrange collection for you

If you would like us to collect any unsuitable goods the charges below will apply to each order:

  • £24 (inc VAT) for items collected by parcel courier
  • £60 (inc VAT) for items collected by pallet carrier (pallet size 1.0 x 1.2m or multiples thereof)
  • £36 (inc VAT) per roof window collected with a minimum charge of £ 60 inc VAT
  • All long or bulky items are POA
  • £20 for failed collection

There is no charge for the collection of goods that are damaged or faulty on receipt

All returns via the email system.

All returns are subject to resaleable condition

Bespoke Products and Made to Order Items

Products made or altered specifically for you, such as uPVC windows, lead or handmade tiles, cannot be refused, returned or refunded, unless they are defective or have been damaged by third party couriers in transit. This is in accordance with Regulation 28 of the Consumer Contracts Regulations 2013.

Customer's Liability for Diminished Value of the Product

You are only liable for any diminished value of the goods resulting from the handling, other than what is necessary to establish the nature, characteristics and functioning of the product. This means you can inspect the products as you would in a shop, but do not use/install them.

Packaging: Please be aware, it is your responsibility to ensure that the goods are suitably packaged and in the same condition as they arrived ready for collection.

Loss of value charges: As set out in the Consumer Contracts Regulations, we have the right to recover an amount from customers for the loss of value of the goods as a result of handling beyond "what is necessary to establish the nature, characteristics and function of the goods", such as products that have been installed. Please contact us on for more information.


We can arrange a collection within 30 days of notification. If you opt to arrange the return of items yourself, they must be received at our distribution centre within 30 days of delivery. Please be aware, collections are an all-day service and we're not able to advise specific delivery times in advance.

  • If you ordered goods in error: We will happily arrange a collection for you, which will incur a charge that varies depending upon the product(s). We'll arrange collection for a maximum of 2 occasions covered by this charge. If these 2 attempts fail, the collection charge will be applied again and will be equal to the initial charge.
  • If wrong goods were delivered or damaged upon receipt: We'd be happy to arrange collection, but this won't incur a charge. However, if a second attempt to collect fails, the third attempt will be charged. The collection charge will vary depending upon the product(s).


If you cancel your order, we will reimburse you all payment received from you, including the cost of delivery (except for supplementary costs incurred if you chose a delivery option other than the least expensive type of standard delivery).

We may make a deduction from the refund for loss in value of any goods supplied, if the loss is caused by unnecessary handling by you or installation.

We’ll make this refund without undue delay and no later than:

  1. 14 days after the day we receive the goods from you to our warehouse
  2. 14 days after the day you provide evidence that you have returned the goods
  3. If no goods were supplied, 14 days after the day on which we received the cancellation of your order

The refund will be made using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you won’t incur any fees as a result of your refund.

Consumer Contracts Regulations

We make every effort to keep up with the latest online selling regulations. We've 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. Which? has summarised the Regulations on its website.

Faulty Goods

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 for faulty goods. Please let us know as soon as possible if you’ve received a faulty item and we’ll be happy to help you.