We know that you will be pleased with your purchases from SterlingVentures.co.uk. However, there may be occasions when you will need to return items to us.
Need to return an item?
You can request a return using our easy to use, online returns system which is accessed via your account.
In addition to this policy you should also refer to our general Terms and Conditions of Sale.
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, no problem. An order can be cancelled at any point before the goods are delivered to you. In line with the Consumer Contract (ICAC’S) Regulations you have a cooling off period where an item can be returned within 14 days following the day after you receive your item. The item must not be used and must be ‘as new’ when returned to us. You must return the item to us or request us to collect the item, in either case, at your cost. Once you’ve informed us that you wish to return your item, you have 30 days to return it. Once the item is received at SterlingVentures.co.uk, we’ll issue a full refund for the product to your original payment method.
Please note that this policy has some limitations and does not apply to business customers.
Returns using your own method of delivery
If you elect for a refund of a Product returned by you because of a defect it will be refunded as per our refunds policy, including any standard delivery charges paid by you including the cost of sending the item to you, up to our cheapest delivery method. We will not refund premium delivery surcharges. Sterling Ventures will offer a free collection for defective products and we recommend that you contact us in the first instance to see if you can make use of this service. However, at your discretion you may arrange to return the product via your own courier method and Sterling Ventures will refund up to a reasonable amount. This will only be refunded upon the receipt of proof of the carriage costs. To ensure charges incurred for courier method are reasonable, customers should contact Sterling Ventures first to check the estimate costs will be reimbursed before proceeding with your chosen courier method.
Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within seven working days (please note that this is two working days for our business customers). If the items are visibly damaged on receipt, we recommend that you record this on the carrier’s delivery note. Items should be returned in their original packaging, where possible, complete with all accessories and documentation. If the original packaging is damaged beyond reuse, items should be returned in suitable packaging to ensure the item is not damaged in transit.
Once received back into our warehouse, we’ll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs if you have declined to use our free collection service. What is a reasonable return carriage costs depends on the size of the Product. The method and cost of return should first be agreed with Sterling Ventures before returning the Product.
Items Faulty on Arrival
If your purchases are faulty on arrival, we request that you inform us within 30 days of receipt if you wish to receive a full refund (please note that for our business customers, this is 14 days). Items should be made available for collection or returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we’ll issue a replacement or full refund to you via your original payment method. If you have declined to use our free collection service by means to return the Product, we will reimburse you for reasonably return carriage costs. What constitutes a reasonable return carriage costs depends on the size of the Product. The method and cost of return should first be agreed with Sterling Ventures before returning the Product. We test returned items, and if a returned item is found not to be faulty by our technicians, we will return the item to you, in this instance you will be liable for the return carriage costs.
Items Faulty after 30 days
If any of your purchases develop a fault, and it’s more than 30 days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. If you prefer Sterling Ventures will always accept your item back within the first 12 months to assess the fault. If the item is faulty, we’ll fix it, replace it or give you all or some of your money back depending on how long the product might reasonably be expected to last. Many manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience, which we recommend you use in order to correct the fault quickly.
The statutory rights summarised below are in addition to any manufacturer’s warranty which is offered with your Products, such warranties will vary from Product to Product. If you have an issue with the Products, you can choose whether to seek a remedy under the manufacturer’s warranty or your statutory rights.
As a consumer, you have legal rights in relation to products which are faulty, not as expected, of satisfactory quality, or fit for purpose. We offer resolutions according to the timelines outlined by the Consumer Rights Act 2015. Nothing in these terms will affect your legal rights. For business customers all warranty repairs after 28 days of receipt are referred directly to the manufacturer.
Faulty Large Appliances
If you think your product may be faulty, we’ll do our best to resolve the problem as quickly as possible. We’ll ask you to provide information on the product and the problem then one of our expert engineers will visit to help identify the fault and repair where possible. If the product is faulty we’ll offer you a resolution in accordance with your legal rights.
Your statutory rights as a consumer
The statutory rights summarised in our terms and conditions are in addition to any manufacturer’s warranty which is offered with your items; such warranties will vary from item to item.
We are always happy to assist customers directly with any queries they may have. Under European Legislation, if you are not satisfied with the way that we propose to resolve any issue you have with a product you have ordered via our website, telephone, or via our live chat service, then you may raise a complaint with the European Online Dispute Resolution Platform.
Any items purchased which are listed as grade A, grade B, ex-display products or used stock (meaning they may have slight cosmetic defects, be a factory refurbished item or may have previously been sent out and sent back as an unwanted item) have a maximum warranty of 90 days for grade A and ex-display and 30 days for grade B. Where items are grade A, grade B, ex-display or used stock it will be noted in the item description on the site.
You are still entitled to the same remedies as a consumer under the Consumer Rights Act 2015, as referred to above, however the standard of quality expected of a grade A, grade B, ex-display products or used stock Product have a lower benchmark standard compared to a factory new Product.