Refund policy

We want every piece to earn its place in your home. If something is not right, here is how returns and refunds work.

30-day returns

You have 30 days from delivery to request a change-of-mind return under our additional voluntary returns offer. For this voluntary offer, the item must be unused, in the condition you received it, and returned in its original packaging with all parts and accessories included.

These conditions apply to our additional voluntary offer only. They do not limit your statutory cancellation rights or your rights if goods are faulty, damaged, incorrect or not as described.

Your UK statutory cancellation rights

For most goods bought online, you can cancel without giving a reason by telling us within 14 calendar days after receiving the goods. If items from one order arrive separately, this period normally starts when you receive the last item. You then have a further 14 calendar days after telling us to send the goods back, unless we have offered to collect them.

You may inspect and handle the goods as you reasonably would in a shop. Original packaging is helpful but is not an absolute condition of your statutory rights. Where the law allows, we may reduce a refund to reflect loss in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning.

How to start a return

Email contact@sterlingandnest.com or use our contact form, with your order number and what you would like to return. We will reply with return instructions and the correct return address.

Please contact us before sending goods back so we can provide the correct address. A clear cancellation notice sent within the statutory period remains valid without a return authorisation number or prior approval.

Who pays for return shipping

• Change of mind and statutory cancellations: we cover return shipping for eligible returns on all orders, including returns under our 30-day voluntary offer.
• Faulty, damaged or incorrect items: we cover the cost of returning them. Please contact us as soon as possible with your order details and any available photos. Reporting a problem after seven days does not remove your statutory rights. Depending on the circumstances, you may be entitled to a repair, replacement or refund.

For a statutory cancellation of your whole order, we refund the price of the goods and the standard outbound delivery charge. If you selected a more expensive delivery option, we refund delivery only up to the cost of the least expensive standard delivery option we offered; the additional premium is not refunded.

For change-of-mind returns under our additional voluntary offer outside the statutory cancellation right, the original delivery charge is not refunded. This does not affect refunds required by law.

Conditions and exceptions

Our additional voluntary 30-day offer excludes gift cards, requests made after the 30-day period and items that do not meet the conditions of that voluntary offer. These exclusions do not restrict statutory rights.

The statutory cancellation right does not apply to sealed goods which are unsuitable for return for health protection or hygiene reasons once unsealed after delivery. This exception does not affect your rights if the goods are faulty or not as described.

Damage caused by misuse, accident or ordinary wear is not a manufacturing fault. This does not exclude any remedy you are entitled to under consumer law.

Refunds

We issue refunds without undue delay, using the original payment method unless you expressly agree otherwise, and we do not charge a refund fee.

• UK statutory cancellation, where we have not offered collection: we refund no later than 14 calendar days after receiving the returned goods or evidence that you sent them back, whichever happens first.
• UK statutory cancellation, where we have offered collection: we refund no later than 14 calendar days after you tell us you are cancelling.
• Statutory refunds for faulty goods: we refund no later than 14 calendar days after agreeing that you are entitled to a refund.
• Our additional voluntary 30-day offer: eligible refunds are issued within 14 calendar days after we receive the returned goods.

We will email you when your refund is issued. Your bank or card issuer may take additional time to display it; this does not extend our refund deadlines. If your refund is overdue, contact us and we will investigate.

Exchanges

For a change-of-mind exchange, return the original item for a refund and place a new order for the piece you want. This does not affect your statutory right to a repair or replacement where applicable.

Cancelling an order

Email us or use our contact form as soon as possible if you want to cancel. We will try to stop an order that is still being prepared. Dispatch does not end an applicable statutory cancellation right; if it has already shipped, the cancellation and return process above applies.

Your legal rights and our guarantee

Our 90-day commercial guarantee is additional to your statutory rights and does not replace or limit them. Neither the 30-day voluntary return period nor the 90-day guarantee is a deadline for exercising rights that consumer law gives you for longer. Where applicable law provides stronger rights, that law applies.

Questions

Email contact@sterlingandnest.com or use our contact form. We reply within 1 to 2 business days.