Here at Sterling NZ, we are committed to providing great customer service to you. If you are not satisfied with a product you have purchased from us, simply return it within 7 days for a replacement product or money back.
1. Conditions of return
To allow us to process your return or exchange, you will need to provide a copy of your receipt or other proof of purchase. . If you are unable to provide proof of purchase, we may still offer a credit or an exchange for a similar product. Goods can only be returned if they are faulty or if you have received the incorrect item. You will need to return your product within 7 days. Your product must be unused, in its original packaging and in a saleable condition. Unfortunately, we are unable to offer a refund, credit or exchange for specially ordered products (unless the product is not fit for purpose or faulty) or products which have been modified or used contrary to the product’s instructions.
2. Assessing your return
If your product is faulty, we may need to conduct an assessment to determine the nature and extent of the fault. This may include sending the product back to the manufacturer or their repair agent. Products that are likely to require assessment include tools and specially procured items. We will notify you of the outcome once the assessment has been completed. If we receive your return and it does not meet the conditions outlined in our returns policy, the item will be sent back to the original shipping address on your expense– we will contact you before shipping. Please contact our support centre on 09 6364919 during our operating hours of 8.00am – 5.00pm Monday – Friday or contact us via our online chat for further information.
3. International Returns
Cancellations of orders is only possible before the order is invoiced for shipment. Once an order is invoiced and packed, it cannot be cancelled. To cancel an order, please call our Customer Support Centre on 09 636 4919 during our operating hours of 8.00am – 5.00pm Monday – Friday and give your order number to request a cancellation of order. If the order hasn’t been invoiced, our team will cancel the order for you and the refund will be posted back via the same method of payment.