Returns & Refunds
Clear Return Routes for Trade Orders
Sterling Ventures aims to resolve return, refund, transit damage and faulty product requests clearly, with different timeframes depending on whether the customer is a consumer or business customer.
Starting a Return
Return Requests Through Your Account
Sterling Ventures expects customers to be pleased with their purchases, but there may be occasions when an item needs to be returned.
Return requests can be made through the online returns system accessed via your account. Customers should also refer to the general Terms and Conditions of Sale before returning goods.
Where a product is defective, Sterling Ventures may offer a collection service and recommends customers contact the team before arranging their own courier.
Return Scenarios
What Happens in Common Cases
The policy separates change-of-mind returns, defective products, courier returns and business customer limitations.
If You Change Your Mind
Consumer orders can be cancelled before delivery. A cooling-off period allows unused items to be returned within 14 days after receipt, with return costs paid by the customer.
Defective Products
For defective products, standard delivery charges may be refunded up to the cheapest delivery method, but premium delivery surcharges are not refunded.
Using Your Own Courier
If you return via your own courier, reasonable carriage costs may be reimbursed when agreed first and supported by proof of carriage costs.
Business customer limitation
The change-of-mind consumer return policy has limitations and does not apply to business customers. Business customers should follow the stated reporting windows and contact Sterling Ventures before returning goods.
Policy Timelines
Damage, Faults & Warranty Routes
Reporting quickly helps the team check the issue, arrange collection where available and confirm the best resolution.
Damaged in Transit
Report transit damage within 7 working days, or within 2 working days for business customers. Visible damage should be noted on the carrier delivery note.
Faulty on Arrival
Report faulty goods within 30 days of receipt for consumers, or 14 days for business customers, if a full refund is required.
Faulty After 30 Days
If a fault develops after 30 days and the item is within warranty, a repair, replacement or partial refund may be considered depending on the product.
Open-Box Items
Grade A and ex-display stock has a maximum warranty of 90 days, while grade B stock has a maximum warranty of 30 days.
Packing & Inspection
Return Goods in Suitable Packaging
Items should be returned in original packaging where possible, complete with accessories and documentation.
If original packaging is damaged beyond reuse, items should be returned in suitable packaging to prevent damage in transit.
Returned items may be tested. If an item is found not to be faulty, Sterling Ventures may return it to the customer and the customer may be liable for return carriage costs.
Need Help With a Return or Damaged Item?
Contact Sterling Ventures before arranging a courier so the team can confirm the correct process, collection options and any reasonable carriage cost agreement.
