Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. You do not need to give a reason. Under the Consumer Contracts Regulations you have the right to cancel your order within 14 days of receiving it, for any reason and without justification.

How to start a return
All returns start in your account. Go to account.sterr.co.uk, sign in with the email address you used to order, open the relevant order and select the items you want to send back. Requesting your return there is the fastest way to get it approved, and you do not have to wait for a reply by email.

Once your request is approved we will send you the return address, along with instructions on how to send your package back. We dispatch from more than one warehouse, so please wait for these instructions rather than using an address from a previous order. We cannot accept parcels that arrive without an approved return.

If you cannot access your account, contact us at support@sterr.co.uk and we will set the return up for you.

Who pays for return postage
If you are returning an item because you have changed your mind, you pay the cost of sending it back to us. You are free to choose any carrier you like. We recommend using a tracked service and keeping your proof of postage, because we can process your refund as soon as you send us evidence that the item is on its way.

If your item is faulty, damaged, or not what you ordered, we pay the return postage. Contact us before sending anything back and we will arrange it.

Condition of returned items
You may unpack and inspect your item as you would in a shop, to check its nature, characteristics and functioning. Please return it in its original packaging, complete with all accessories and documentation. You will also need the receipt or proof of purchase. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to check the item.

Faulty, damaged or incorrect items
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If your item is faulty, you have 30 days from delivery to reject it for a full refund under the Consumer Rights Act 2015. After that we will repair or replace it. These rights are in addition to this policy and are not affected by it.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 14 days of us receiving the item back, or of you giving us proof that you have sent it, whichever comes first. Please remember it can take some time for your bank or credit card company to process and post the refund too.

You can follow the status of your return at any time at account.sterr.co.uk. If more than 14 days have passed since we approved your return, please contact us at support@sterr.co.uk.