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 EU consumer law 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.ie, 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 email you a return shipping label, together with instructions on how and where to send your package. Items sent back to us without an approved return request will not be accepted.

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

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.

Damages and issues
Please inspect your order upon reception 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. This is in addition to your statutory rights, which are not affected by this policy.

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. 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.ie. If more than 14 days have passed since we approved your return, please contact us at support@sterr.eu.com.