Terms & Conditions

1.   These terms

1.1    What these terms cover These are the terms and conditions on which we supply in-store products to you, including home furnishing goods such as furniture, flooring, lighting, rugs, wallpaper and accessories.

1.2    Why you should read them Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2.1    Who we are We are Sterling Furniture Group Limited, a company registered in Scotland. Our company registration number is SC054090 and our registered office is at Moss Road, Tillicoultry, Clackmannanshire, FK13 6NS. Our registered VAT number is 271464067.

2.2    How to contact us by completing our contact form on our website www.sterlinghome.co.uk/contact-us

2.3    How we may contact you If we have to contact you we will do so by telephone or by writing to you using the email address you provided to us in your order.

3.1    Consumers only Our products are only intended for use by consumers (that means people who want to buy our products for their personal use and not for any business purposes). By placing an order with us, you are confirming to us that you are a consumer. We reserve the right to reject or cancel your order if we reasonably think that you are buying our products for business purposes but we will attempt to contact you (using the contact details you have provided) to discuss this before cancelling your order. Our liability for products used for business purposes will be limited to the replacement value of those products.

3.2    Restrictions on delivery areas Please note that orders with a delivery postcode of more than 30 miles from any of our stores or distribution centres may be subject to extra or additional delivery charges. Please see paragraph 9 for further information on delivery arrangements.

4.1    Contract terms We revise our terms and conditions from time to time. You and your order will be subject to the terms and conditions in force at the time that you submit your order.

4.2    How we will accept your order Each time you place an order and we accept it, a new contract is created between you and us.  Our acceptance of your order will take place when we tell you that we are able to provide you with the product, which we will also confirm in writing to you for larger purchases, at which point a contract will come into existence between you and us.

4.3    If we cannot accept your order We will inform you if we are unable to accept your order.

4.4    Your order number We will assign an order number to your order and will tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

4.5    We only sell to the UK Our catalogue and website are solely for the promotion of our products in the UK.  Unfortunately, we do not deliver to addresses outside the UK.

5.1    Product images The images (including photographs and images) of our products in our catalogue are for illustrative purposes only.  Although we have made every effort to display the colours accurately, we cannot guarantee that the printed pictures in our brochure or a device's display accurately reflect the colour of the products.  Your product may vary slightly from those images as the product images are a guideline to what the product is.

5.2    Product variation Due to the shortage of certain raw materials some item(s) supplied could differ slightly in actual construction from the item(s) shown in store. We give assurances that any changes made will result in a performance of an equally high or improved standard. The quality coding will remain the same and the quality guarantee will continue to apply. Whilst every effort is made to match product aesthetics, colours and finishes; all natural and many synthetic products, colours and finishes can only be supplied on the understanding that there is always a possibility on variation.

5.3    Making sure your measurements are accurate If we are making the product to measurements you have given us, you are responsible for ensuring that these measurements are correct.

5.4    Product information The product information contained in our catalogue has been published in good faith and we will do our best to ensure that it is accurate. However, it may occasionally be incorrect, incomplete or out of date due to human error or circumstances beyond our control. Where information is incorrect due to an error or circumstances beyond our control, we reserve the right not to accept your order for the affected products, or if your order has already been accepted, not to supply the affected products to you. We will notify you if this is the case and will not charge you for the product.

6.1    Where to find the price for the product The price of the product (which includes VAT) will be the price in force at the date of your order (unless we have agreed another price in writing). The price of the product quoted does not include any applicable delivery, assembly or fitting costs. Prices for bespoke products may vary. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see paragraph 6.3 for what happens if we discover an error in the price of the product you order.

6.2    We will pass on changes in the rate of VAT If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

6.3    What happens if we get the price wrong It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept and process your order.  If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as an error, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

6.4    When you must pay and how you must pay We accept payment in cash, debit or credit in accordance with our company Payment Policy in force from time to time. Full payment or a deposit will be required at the time of placing your order and you must pay for the products in full before we are able to arrange and schedule delivery of your order. Orders to be settled by finance will also be subject to separate terms and conditions of the relevant finance company.

6.5    We can charge interest if you pay late If you do not make any payment to us by the due date, we may charge interest to you on the overdue amount at the rate of 3% above the base lending rate of the Bank of Scotland from time to time. This interest will be applied on a daily basis from the due date until the date of actual payment of the overdue amount and before or after any court order we may obtain to confirm the overdue amount and order you to pay us.  You must pay us interest together with any overdue amount.

6.6 What to do if you think an invoice is wrong If you think an invoice is wrong, please contact us promptly to let us know and we will not charge you interest until we have resolved the issue.

7.1    Changing an order If you wish to make a change to the product you have ordered, you must contact us within 3 days from the date on which you placed the order. While we are not obliged to consider any changes once the order has been made, we will consider your request and let you know whether the change is possible. If the change is possible, we will let you know about any additional changes to the price of the product that result from making a change, the timing of delivery or availability for collection or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change

7.2    Products that are classed as 'Bespoke Order' 'Made to Order' or 'Special Order' You will not be able to change your order if it relates to any of our products that are classed as 'Bespoke Order', 'Made to Order' or 'Special Order’

8.   Our rights to make changes

8.1    Minor changes to the products We may change the products:

8.1.1    to reflect changes in relevant laws and regulatory requirements;

8.1.2    to implement minor technical adjustments and improvements, for example to address a security threat; or

8.1.3    in response to a product recall.

These changes will not affect your use of the product (unless in the event of a product recall).

9.1    Delivery costs The costs of delivery will be as notified to you during the order process. Please note that our delivery charges vary according to the size of your order and your delivery address.

9.2    When we will provide the products by delivery Once your order has arrived at one of our distribution centres, we will contact you shortly thereafter to arrange and schedule delivery of your order. All delivery timeframes quoted are estimates made in good faith and are not legally binding. Whilst we always make every effort to honour the dates and timeframes provided to you, it must be recognised that they are estimates only and consequently we cannot accept any liability or claims resulting from overdue deliveries.

9.3    We are not responsible for delays outside our control If our supply of the products is delayed by an event outside our control, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays less than 28 days caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

9.4    We are not responsible for storage We are unable to store customer orders on behalf of customers in all but exceptional circumstances. In such circumstances, storage for a period may be arranged, however it is at our discretion and may be chargeable.

9.5    Collection by you If you have asked to collect the products from our premises, we will contact you to arrange and schedule collection of your order once it has arrived at one of our stores or distribution centres. Collection will be deemed to have taken place when the product(s) are removed from one of our stores or distribution centres.

9.6    Delivery accessibility Delivery will be subject to the delivery location being accessible. If we cannot deliver the product because the delivery location is not accessible so as to provide safe delivery, we will inform you so that we can discuss next steps with you. There may be a charge if you are unable to receive the product(s) and need to cancel the contract.

9.7    If you are not at home when the product is delivered If no one is available at your address to take delivery we will leave you a note informing you of how to rearrange delivery or collect the products from our premises if delivery is not rearranged within 5 business days of us informing you that we could not deliver the product to you.

9.8    If you do not re-arrange delivery If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from our premises, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract, in which case paragraph 11 will apply.

9.9    When you own goods You own the goods once we have received payment in full. Once full payment has been received, your order will be available for collection or delivery as agreed at the time of sale.

9.10   When you become responsible for the goods Upon completion of collection or delivery, the goods will be owned by you and will be your responsibility.

9.11   Reasons we may suspend the supply of products to you We may have to suspend the supply of a product to:

9.11.1    deal with technical problems or make minor technical changes;

9.11.2    update the product to reflect changes in relevant laws and regulatory requirements; or

9.11.3    make changes to the product as notified by us to you (see paragraph 8).

9.12   We may also suspend the supply of products if you do not pay If you do not pay us for the products when you are supposed to (see paragraph 6.4) and you still do not make payment within 5 business days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts.  We will contact you to tell you we are suspending supply of the products.  We will not suspend the products where you dispute the unpaid invoice.  As well as suspending the products we can also charge you interest on your overdue payments (see paragraph 6.5).

10.1  You can end your contract for the supply of a product before it has been completed You may contact us to request to end your contract for a product at any time before we have delivered it or completed supplying it and you have paid for it, but in some circumstances we may retain amounts already paid or charge you for doing so, as described below. Of course, you always have rights where a product is faulty or not as described (see paragraph 12: If there is a problem with a product).

10.2  What happens if you have a good reason for ending the contract If you are ending a contract for a reason set out at paragraphs 10.2.1-10.2.5 below the contract will end immediately and we will refund you in full for any products which have not been provided or have not been provided properly. The reasons are:

10.2.1 we have told you about an upcoming change to the product or these terms which you do not agree to;

10.2.2 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

10.2.3 there is a risk that supply of the products may be significantly delayed because of events outside our control;

10.2.4 we have suspended supply of the products for technical reasons, or we notify you that we are going to suspend them for technical reasons; or

10.2.5 you have a legal right to end the contract because of something we have done wrong (including because we have delivered late).

10.3  Circumstances where the product(s) cannot be cancelled/returned For hygiene and safety reasons, we cannot accept the return of certain items, unless faulty or damaged, which have been opened (e.g. mattresses and pillows) under any circumstances. You will not be able to cancel/return your order if it relates to any of our products that are classed as 'Bespoke Order', 'Made to Order' or 'Special Order'.

10.4  Returning products after ending the contract If you end the contract after products have been dispatched to you and (because we cannot recall them) they are delivered to you, you must return them to us. If you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you are exercising your legal right to end the contract because of something we have done wrong, then we will pay the costs of return. In all other circumstances you must pay the costs of return.

11.    We may end the contract if you break it We may end the contract at any time by writing to you if:

11.1.1    you do not make any payment to us when it is due and you still do not make payment within 5 business days of us reminding you that payment is due;

11.1.2    you do not, within a reasonable time, allow us to deliver the products to you or collect them from us; or

11.1.3    you do not, within a reasonable time, allow us access to your premises to assemble the product(s).

12.1    How to tell us about problems  If you have any questions or complaints about a product, please contact us you can contact us by using our contact form on our website www.sterlinghome.co.uk/contact us. Alternatively, please speak to one of our staff in-store.

12.2    Conformity with contract We are under a legal duty to supply products that are in conformity with the contract. Nothing in these terms will affect your legal rights and you will be able to return damaged or faulty items within 30 days of receipt.

12.3    Your obligation to return rejected products If you wish to exercise your legal rights to reject products you must either post them back to us at your own cost or (if they are not suitable for posting) allow us to collect them from you. Contact us using our contact form on our website www.sterlinghome.co.uk/contact us for a return label or to arrange collection.

12.4    Our Guarantee Product(s) within their warranty period, that are deemed faulty or damaged through no fault of you, will be serviced and repaired at no cost to you. If the product(s) cannot be repaired, then we will either: offer a partial refund to keep the product(s) as is, replace the item or provide a full refund and uplift the product(s).

13.1    We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable or not caused by us breaking the contract. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew that it might happen, for example, if you discussed it with us during the sales process.

13.2    We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; and, where installed by us, correctly installed; and for defective products under the Consumer Protection Act 1987.

13.3    When we are liable for damage to your property If we are providing assembling or installation services in your property, we will make good any damage to your property caused by us while doing so.  However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.

13.4    We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

14.1    How we will use your personal information We will use the personal information you provide to us:

14.1.1    to supply the products to you;

14.1.2    to process your payment for the products; and

14.1.3    if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.

14.2    We will only give your personal information to third parties where the law either requires or allows us to do so.

15.1    We may transfer this contract to someone else We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

15.2    Nobody else has any rights under this contract This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person to end the contract or to make any changes to these terms.

15.3    If a court finds part of this contract illegal, the rest will continue in force Each of the paragraphs of these terms operates separately.  If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

15.4    Even if we delay in enforcing this contract, we can still enforce it later If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

15.5    Which laws apply to this contract and where you may bring legal proceedings These terms are governed by Scottish law and you can bring legal proceedings in respect of the products in the Scottish courts. If you live in England you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the Scottish courts.

1.1    Assembly Services Some products may require specialist assembly and we will inform you where that is the case. We offer a chargeable assembly service, which is conducted by us. We will fully assemble our products if you choose to pay for this additional service. However, we are unable to fix assembled products to walls or complete any electrical installation relating to assembled products. In certain circumstances, products may be delivered to you directly ahead of your scheduled assembly but we will inform you of this. If you would like to arrange your own assembly if one is required, please note that we will not assume any liability whatsoever for an assembly not arranged and completed by us.

1.2    Estimation Services (Carpet & Flooring) We offer estimation services where we visit your property to complete an estimate to obtain precise measurements. The estimate that you will receive from us is an estimate. It will be valid for 28 days from the date it is provided to you. Any requested changes or amendments will result in an updated estimate being produced that will be valid for 28 days from the date it is provided to you. The provision of an updated estimate may invalidate the original estimate. If you would like to provide your own measurements, please note that you are responsible for ensuring these measurements are correct. We will not assume any liability for inaccurate measurements provided to us by you.

1.3    Installation Services We offer a variety of installation services based on our diverse product range. We will review, assess and install your products in accordance with the appropriate installation processes & procedures for your property and the specific products that you have purchased from us. In certain circumstances, products may be delivered to you directly ahead of your scheduled installation but we will inform you of this. If you would like to arrange your own installation, please note that we will not assume any liability for installations not arranged and completed by us.

2.1    Accessibility Our assembly services, estimation services (carpet & flooring) and our installation services are subject to your property being readily accessible (such access to be uninterrupted) and there being no physical restrictions that inhibit our ability to provide such services (collectively the "Additional Services" and each an "Additional Service"). It is your responsibility to ensure that we have the space to complete the delivery of any of the Additional Services as we are unable to move existing furniture items within your property.

2.2    Timing We will arrange completion of an Additional Service as soon as reasonably practicable and, where possible, at a time that is convenient for you. We may only be able to give specific times of our arrival, the day before or day of commencement of an Additional Service. If for any reason you need to reschedule the Additional service then please contact us immediately.

3.1    We guarantee the work of the Additional Services provided by us for a period of twelve months from the date of completion. This does not affect the guarantee or warranty of the products that form part of the Additional Services.

3.2    Where we conclude that there is a genuine issue with the​ quality or workmanship of the Additional Services provided by us, we will arrange for remedial works to be carried out or appropriately compensate you for the lack of quality service provided.

3.3    This guarantee will not cover the following issues and we will not be held liable:

3.3.1    where you have failed to comply with our instructions or guidance, whether such instructions or guidance were provided verbally or in writing;

3.3.2    where products have been subject to misuse or neglect;

3.3.3    where damage has arisen due to normal wear and tear;

3.3.4    where the products have been modified or tampered with by anyone other than us;

3.3.5    where the products have not been assembled, delivered, estimated or installed by us;

3.3.6    where damage is caused by circumstances outside our control, including but not limited to severe weather events such as flooding, or arising where you have not informed us of any structural defects or anomalies, including sub-flooring which is poor quality, faulty, or unsafe, at your property where the services have been carried out;

3.3.7    where you have not ensured that we have clear, safe and uninterrupted access to your property and the area where the services are to be carried out;

3.3.8    where you have not provided adequate power, lighting, heating and other necessary facilities for the services to be carried out;

3.3.9    where you have not notified us of any changes to the conditions of your property (eg. settlement or sub-floor movement) between submitting your order and the subsequent provision of the services.

3.3.10   where there has been changes not within our control to the conditions of your property (eg. settlement or sub-floor movement) after the provision of the services; and/or

3.3.11   where the issue was caused by works not included in the services and was therefore not within our control.

4.1    We are only responsible for damage to your property directly caused by us whilst providing any of the Additional Services. We will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing any of the Additional Services.

1.1  Your legal right to change your mind For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs.

1.2  When you can't change your mind You can't change your mind about an order for products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them.

1.3  The deadline for changing your mind If you change your mind about a product you must let us know no later than 14 days after the day we deliver your product.

1.4  How to let us know To let us know you want to change your mind, contact us by completing our contact form on our website www.sterlinghome.co.uk/contact-us

1.5 We only refund standard delivery costs We don't refund any extra you have paid for express delivery or delivery at a particular time.

1.6  You have to return the product at your own cost If your product is able to be posted, you have to return it to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless the product cannot be posted, in which case we will collect it from you. You may also return our products by bringing them to one of our stores.

1.7  We reduce your refund if you have used or damaged a product If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the packaging is damaged or accessories are missing.

1.8  When and how we refund you If your product hasn't been delivered or we're collecting it from you, we will refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you. We refund you by the method you used for payment. We don't charge a fee for the refund.

1.9  You have rights if there is something wrong with your product If you think there is something wrong with your product, you must either bring it into one of our stores or contact us by completing our contact form on our website www.sterlinghome.co.uk/contact-us. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.

1.10  What happens if you have a good reason for ending the contract If you are ending a  contract for a reason set out at paragraphs 10.2.1-10.2.5 below the contract will end immediately and we will refund you in full for any products which have not been provided or have not been provided properly. The reasons are:

1.10.1 we have told you about an upcoming change to the product or these terms which you do not agree to;

1.10.2 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

1.10.3 there is a risk that supply of the products may be significantly delayed because of events outside our control;

1.10.4 we have suspended supply of the products for technical reasons, or we notify you that we are going to suspend them for technical reasons; or

1.10.5 you have a legal right to end the contract because of something we have done wrong (including because we have delivered late).

1.11  Circumstances where the product(s) cannot be cancelled/returned For hygiene and safety reasons, we cannot accept the return of certain items, unless faulty or damaged, which have been opened (e.g. mattresses and pillows) under any circumstances. You will not be able to cancel/return your order if it relates to any of our products that are classed as 'Bespoke Order', 'Made to Order' or 'Special Order'.

1.12Returning products after ending the contract If you end the contract after products have been dispatched to you and (because we cannot recall them) they are delivered to you, you must return them to us. If you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you are exercising your legal right to end the contract because of something we have done wrong, then we will pay the costs of return.  In all other circumstances you must pay the costs of return.