Terms of service

Returns, Cancellation and Diminished Value

  1. Statutory right to cancel. If you purchase a Sterling House watch online as a consumer, you have the right to cancel your order without giving a reason within 14 days.This period begins  the day after you take physical possession of the watch via our secure, hand-to hand OTP verification process.You must notify Sterling House within this period and return the watch without undue delay, and no later than 14 days after your notification. Nothing in these Terms limits any statutory consumer right that cannot legally be excluded.
  2. Inspecting the watch. You may inspect the watch after delivery as reasonably necessary to establish it’s nature, characteristics and functioning, in substantially the same way you could in a physical shopThis may include carefully removing it from its packaging, examining the case, dial, bezel, crown, clasp and bracelet, checking its operation and trying it on. You must take reasonable care during inspection.
  3. Handling beyond reasonable inspection.  Your cancellation right does not depend on returning the watch completely unused or in its original condition. However, you are responsible for any reduction in value caused by handling beyond what is reasonably necessary for inspection. You should not wear the watch for ordinary or extended use outside the limited inspection REASONABLY POSSIBLE IN A SHOP. Handling that may reduce value includes:- Wearing it outside or for an extended period. Scratching, scuffing, denting or marking any part. Removing supplied protective films, coverings or packaging unnecessarily. Resizing, altering or modifying the bracelet or strap. Removing, damaging or losing components, links, tags, labels or accessories. Damaging or materially reducing the condition of the box, packaging, warranty documents or other accessories, and-any other damage, wear, marking or alteration that reduces value or prevents resale in its original supplied condition.
  4. Diminished-value deductions. Sterling House will inspect every returned watch, in direct comparison to the high-resolution imagery and documentation captured for that specific timepiece during our pre-dispatch inspection. If handling beyond reasonable inspection has reduced the watch’s value, we reserve the right to deduct the actual, reasonable reduction in resale value from your final refund. For example, if a watch supplied as new can no longer be sold as new due to scratches, wear, removed protective films, damaged packaging, or any other unauthorised handling, the resulting reduction in market value will be deducted. We do not apply automatic percentages or restocking fees;any deduction is strictly based on actual economic loss.
  5. How deductions are assessed. Our deductions may consider the watches physical condition, whether it can still be sold as new, whether it must be sold as pre-owned or at a reduced price, the condition of the completeness of its packaging and accessories, removed protective materials, any bracelet or strap alterations or sizing, reasonable restoration costs, where restoration is possible, and-the resulting marketable resale value. We will not deduct money merely because you cancelled or opened packaging for reasonable inspection.
  6. Faulty or incorrect goods. Nothing in this section affects your statutory rights if the watch is faulty, not as described or otherwise fails to meet applicable legal requirements. Those rights apply separately from diminished-value propositions relating to change-of-mind cancellations.
  7. Returning the watch and accessories. Please return the watch with all supplied items, including, where applicable, the original box, warranty documents, manuals, tags, protective materials, spare links and other accessories. You must take care of the watch and accompanying items while they are in your possession and during return. Missing accessories or damaged packaging may be considered when assessing actual diminished value, where legally permitted. When returning the watch, you must use a secure and appropriately insured delivery service suitable for an item of the watch’s value. We strongly recommend, and may reasonably require, a fully tracked delivery service with insurance sufficient to cover the full purchase value of the watch. You should retain your proof of postage, tracking information and evidence of the level of insurance purchased until Sterling House has confirmed receipt of the returned watch. You remain responsible for taking reasonable care of the watch until it is returned to Sterling House. If the watch is lost or damaged during return because you have failed to take reasonable care or have chosen an inappropriate or inadequately insured return service, this may affect your rights and any refund to the extent permitted by law. Sterling House will provide the return address and any specific return instructions applicable to the particular watch before you return it. 
  8. No blanket exclusion or arbitrary charge:-The watch does not need to be completely unused for you to exercise your statutory cancellation right. Sterling House not impose an arbitrary or automatic charge for cancellation. Any deduction will be limited to the actual and reasonable reduction in value for which you are legally responsible.
  9. Refunds:-Where you validly cancel, Sterling House will process your refund in accordance with applicable consumer law, including the applicable standard delivery charge, subject to the rules for upgraded delivery. Where legally permitted, we may withhold the refund until we receive the watch or you provide evidence that it has been returned, whichever happens first.