Refund & Return Policy

Last Updated: September 2026

At Sterling & Hayes (operated by FF COMMERCE LTD), customer satisfaction is our highest priority. We offer a fair and transparent 30-day return policy for all men's fashion orders delivered across the United Kingdom, going beyond the 14-day cancellation period required under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and in full compliance with the Consumer Rights Act 2015.

1. Policy Summary

2. Your Statutory Rights & Guarantees

Right to Cancel: Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your goods. Our 30-day return window extends this right. You may handle items as you would in a shop to check their size, fit and style; however, we may reduce your refund to reflect any loss in value caused by handling beyond what is necessary (for example, items that have been worn, washed or had tags removed).

Faulty Goods: Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described on sterling-hayes.com. If an item is faulty, you are entitled to a full refund within 30 days of delivery. After 30 days, you are entitled to a repair or replacement, or a refund if a repair or replacement is not possible. Please notify customer service promptly with your order details and photos. Nothing in this policy affects your statutory rights.

3. Step-by-Step Return Process

1. Request Pre-Authorisation: Contact customer support at info@sterling-hayes.com with your order number and reason for return. A clear written statement of your wish to cancel is sufficient.
2. Receive Instructions & Address: Once approved, our team will email you official return instructions along with the designated fulfilment centre return address.
3. Post the Parcel: Please return the item within 14 days of notifying us, securely packed in its original packaging. We strongly recommend using a tracked service such as Royal Mail Tracked or a courier with proof of postage, as we cannot issue refunds for items lost in transit without proof of return.

4. Refund Processing Timeline

Once your returned item is received and inspected at our facility (or you have provided proof of return, whichever is sooner), refunds will be issued to your original payment method in Pounds Sterling (GBP £) within 7 working days (Monday–Friday, GMT/BST), and always within the 14-day legal limit. Where you cancel within 14 days of delivery, your refund will include the original standard delivery charge. Please allow an additional 3–5 working days for your bank or card provider to process and credit the transaction.

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