Refund policy

REFUND & RETURN POLICY

Last updated: October 1, 2026

At SterlingHome, our goal is to provide a safe and satisfactory shopping experience. If you are not satisfied with your order, you may request a return in accordance with the conditions outlined below.

1. Return Period

We accept return requests within 7 calendar days after the order has been delivered.

To be eligible for a return, the product must:

  • Be unused;

  • Be in its original condition;

  • Be in its original packaging whenever possible;

  • Include all accessories and items received with the order;

  • Not have been damaged due to misuse or improper handling.

Return requests submitted after the 7-day period may not be accepted.

2. Defective, Damaged, or Incorrect Items

If you receive an item that is damaged, defective, or different from the product you ordered, please contact us as soon as possible after identifying the issue.

Please email us at:

atendimento@sterlinghomeeua.com

Please include:

  • Your order number;

  • Product name;

  • A description of the issue;

  • Photos or videos showing the problem.

After reviewing your request, we may offer a replacement or refund, as applicable.

3. Returns Due to Change of Mind

If you simply change your mind about your purchase, you may request a return within 7 calendar days after delivery.

The product must be unused and meet all conditions described in this policy.

For change-of-mind returns, return shipping costs may be the customer's responsibility, unless the item is defective, damaged, or was sent incorrectly.

4. How to Request a Return

To request a return, please contact us at:

atendimento@sterlinghomeeua.com

Please provide your order number and the reason for the return.

Our customer service team will review your request and, if approved, provide the necessary return instructions.

Please do not send any product back before receiving return authorization and instructions from SterlingHome.

5. Product Inspection

Once we receive the returned product, it may be inspected to determine whether it meets the requirements of this policy.

If the product meets the applicable return conditions, your refund will be processed.

Products that have been used, damaged due to misuse, or returned in an unacceptable condition may not qualify for a refund.

6. Refunds

If your return is approved, the refund will be issued to the original payment method used for the purchase, whenever possible.

After SterlingHome processes the refund, the time required for the funds to appear in your account may vary depending on your bank, credit card company, or payment provider.

SterlingHome is not responsible for processing times imposed by financial institutions or payment providers.

7. Partial Refunds or Rejected Returns

In certain circumstances, we may issue a partial refund or reject a return request, including when:

  • The product shows signs of use;

  • The product was damaged due to misuse;

  • Accessories or components are missing;

  • The product is not returned in the required condition;

  • The return request is submitted after the applicable return period.

8. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible.

Orders that have not yet been processed or shipped may be canceled when possible.

Once an order has been shipped, cancellation may no longer be possible. In that case, you may need to follow the return procedure described in this policy.

9. Non-Returnable Items

Certain products may not be eligible for return, including:

  • Products identified as Final Sale;

  • Personalized or customized products, where applicable;

  • Products that have been used or damaged after delivery;

  • Products that cannot be returned due to health, safety, or other applicable restrictions.

Any applicable exceptions will be clearly indicated on the relevant product page.

10. Return Address

Once your return request has been approved, our customer service team will provide you with the appropriate return instructions and return address.

Important: Please do not send products to any SterlingHome address before receiving specific return authorization and instructions from our customer service team.

11. Customer Support

If you have any questions regarding returns or refunds, please contact us:

SterlingHome
Email: atendimento@sterlinghomeeua.com
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM.

12. Changes to This Policy

SterlingHome reserves the right to update this Refund & Return Policy from time to time.

The most recent version of this policy will always be available on this page, together with the applicable update date.