Sterling Home
Terms and conditions
Last updated: October 2026
These terms and conditions, together with our privacy policy, apply to any products or services you buy from us, whether in store or online. Please read them before you order. By placing an order you agree to be bound by the terms in force at the time your contract with us is formed. We revise these terms from time to time, so if you do not accept them please do not order from us.
Part A sets out our terms of sale. Part B sets out the terms for our current promotions, competitions and events.
Contents
Part A: Terms of sale
Part A
Terms of sale
1. General terms and conditions of sale
1.1What these terms cover. These are the terms on which we supply products to you, whether you buy in one of our stores or online, including furniture, flooring, lighting, rugs, wallpaper and accessories. If you buy online, Section 3 also applies and gives you additional rights.
1.2Why you should read them. 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 there is a mistake in these terms, please contact us to discuss.
2.1Who we are. We are Sterling Furniture Group Limited, trading as Sterling Home, a company registered in Scotland. Our company registration number is SC054090 and our registered office is at Moss Road, Tillicoultry, Clackmannanshire, FK13 6NS. Our VAT number is 271464067.
2.2How to contact us. Complete our contact form, call us on 01259 750655, or speak to a member of staff in any of our stores.
2.3How we may contact you. If we need to contact you we will do so by telephone or by writing to the email address you gave us with your order.
3.1Consumers only. Our products are intended for consumers, meaning people buying for their personal use and not for business purposes. By placing an order you confirm that you are a consumer. We may reject or cancel an order if we reasonably think you are buying for business purposes, but we will try to contact you first to discuss this. Our liability for products used for business purposes is limited to the replacement value of those products.
3.2Delivery areas. We deliver to mainland Great Britain only. Orders with a delivery postcode more than 30 miles from any of our stores or distribution centres may be subject to additional delivery charges. See clause 9 for delivery arrangements.
4.1Contract terms. You and your order are subject to the terms in force at the time you submit your order.
4.2How we accept your order. Each time you place an order and we accept it, a new contract is created between you and us. Our acceptance takes place when we tell you we are able to provide the product, which we will also confirm in writing for larger purchases. A contract comes into existence at that point.
4.3If we cannot accept your order. We will tell you if we are unable to accept your order.
4.4Your order number. We will give your order a number when we accept it. Please quote it whenever you contact us about your order.
5.1Product images. The images of our products in our catalogue, in store and on our website are for illustration. We have made every effort to display colours accurately, but we cannot guarantee that printed pictures or a screen will reflect the true colour of a product. Your product may vary slightly from the images.
5.2Product variation. Due to shortages of certain raw materials, items supplied may differ slightly in construction from the items shown in store. Any changes will result in performance of an equally high or improved standard, the quality coding will remain the same and the quality guarantee will continue to apply. All natural and many synthetic products, colours and finishes are supplied on the understanding that some variation is always possible.
5.3Your measurements. If we are making a product to measurements you have given us, you are responsible for making sure they are correct.
5.4Product information. Product information is published in good faith and we do our best to keep it accurate. It may occasionally be incorrect, incomplete or out of date due to human error or circumstances beyond our control. Where that is the case, we may decline your order for the affected products or, if we have already accepted it, decline to supply them. We will tell you if this happens and will not charge you for the product.
6.1Price. The price of a product (which includes VAT) is the price in force on the date of your order unless we have agreed another price in writing. It does not include delivery, assembly or fitting unless stated. Prices for bespoke products may vary. We take reasonable care to make sure the price advised to you is correct; see clause 6.3 for what happens if we discover an error.
6.2Changes in VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the VAT you pay, unless you have already paid in full before the change takes effect.
6.3If we get the price wrong. We normally check prices before accepting your order. Where the correct price at your order date is lower than the price stated to you, we will charge the lower amount. Where it is higher, we will contact you for your instructions before we accept and process your order. If we accept and process an order where a pricing error is obvious and could reasonably have been recognised by you as an error, we may end the contract, refund any sums paid and require the return of any goods provided.
6.4When and how to pay. We accept cash, debit and credit card and bank transfer in line with our payment policy in force from time to time. Full payment or a deposit is required when you place your order, and you must pay in full before we can arrange delivery. Orders settled by finance are also subject to the separate terms of the finance provider.
6.5Interest on late payment. If you do not pay by the due date, we may charge interest on the overdue amount at 3% a year above the base lending rate of Bank of Scotland from time to time. Interest accrues daily from the due date until payment, before and after any court order. You must pay the interest together with the overdue amount.
6.6If you think an invoice is wrong. Contact us promptly and we will not charge interest until the issue is resolved.
7.1Changing an order. If you wish to change a product you have ordered, contact us within 3 days of placing the order. We are not obliged to accept changes once an order has been placed, but we will consider your request and let you know whether it is possible. If it is, we will tell you about any change to the price, delivery timing or anything else that results, and ask you to confirm whether you wish to go ahead.
7.2Bespoke, Made to Order and Special Order products. You will not be able to change an order for products classed as Bespoke Order, Made to Order or Special Order.
8.1Our right to make minor changes. We may change a product to reflect changes in law or regulatory requirements, to make minor technical adjustments and improvements, or in response to a product recall. These changes will not affect your use of the product, except in the case of a recall.
9.1Delivery costs. Delivery costs are as notified to you during the order process. They vary according to the size of your order and your delivery address.
9.2When we will deliver. Once your order arrives at one of our distribution centres we will contact you to arrange delivery. All delivery timeframes quoted are estimates made in good faith and are not legally binding. We make every effort to honour the dates given, but they are estimates only and we cannot accept liability for claims resulting from overdue deliveries.
9.3Delays outside our control. If supply is delayed by an event outside our control we will contact you as soon as possible and take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays of less than 28 days caused by the event. 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.
9.4Storage. We are unable to store orders on behalf of customers except in exceptional circumstances. Where storage is agreed it is at our discretion and may be chargeable.
9.5Collection by you. If you have asked to collect your order, we will contact you to arrange collection once it has arrived at one of our stores or distribution centres. Collection is deemed to have taken place when the products leave our premises.
9.6Delivery access. Delivery is subject to the delivery location being safely accessible. If we cannot deliver safely we will tell you so we can discuss next steps. There may be a charge if you are unable to receive the products and need to cancel the contract.
9.7If you are not at home. If no one is available to take delivery we will leave a note explaining how to rearrange delivery or collect the products from our premises. Delivery must be rearranged within 5 business days of us telling you that we could not deliver.
9.8If you do not rearrange delivery. If you do not collect the products as arranged, or do not rearrange delivery after a failed attempt, we will contact you for instructions and may charge for storage and further delivery costs. If, despite reasonable efforts, we cannot contact you or rearrange delivery, we may end the contract and clause 11 will apply.
9.9When you own the goods. You own the goods once we have received payment in full. Your order will then be available for collection or delivery as agreed at the time of sale.
9.10When you become responsible for the goods. The goods are your responsibility from the completion of delivery or collection.
9.11When we may suspend supply. We may suspend supply of a product to deal with technical problems or make minor technical changes, to update the product to reflect changes in law or regulatory requirements, or to make changes notified to you under clause 8.
9.12Suspension for non-payment. If you do not pay when you are supposed to (see clause 6.4) and still do not pay within 5 business days of a reminder, we may suspend supply until you have paid the outstanding amounts. We will tell you if we are doing this. We will not suspend supply where you dispute the unpaid invoice. We may also charge interest under clause 6.5.
10.1Ending the contract before delivery. You may contact us to request to end your contract for a product at any time before it has been delivered and paid for. In some circumstances we may retain amounts already paid or charge you for doing so, as described below. You always have rights where a product is faulty or not as described (see clause 12).
10.2Ending the contract for a good reason. If you are ending the contract for one of the following reasons, it will end immediately and we will refund you in full for products not provided or not provided properly: we have told you about an upcoming change to the product or these terms which you do not agree to; we have told you about an error in the price or description and you do not wish to proceed; there is a risk that supply may be significantly delayed because of events outside our control; we have suspended supply for technical reasons, or told you that we are going to; or you have a legal right to end the contract because of something we have done wrong, including late delivery.
10.3Products that cannot be returned. You will not be able to return products classed as Bespoke Order, Made to Order or Special Order, or products that have been fitted or installed. We cannot accept the return of clearance products, or of items that have been opened such as mattresses and pillows, live plants, trees or perishable food, for hygiene and safety reasons. If you bought online, Section 3 applies instead: your right to cancel an online order only excludes products made to your own specification or clearly personalised, for example a bespoke size, your own fabric or a personalised item.
10.4Returning products after ending the contract. If you end the contract after products have been dispatched and they are delivered to you, you must return them to us. If you are ending the contract because of an upcoming change to the product or these terms, a pricing or description error, a delay caused by events outside our control, or because you are exercising a legal right to end the contract because of something we have done wrong, we will pay the costs of return. In all other circumstances you must pay the costs of return.
11.1Our right to end the contract. We may end the contract at any time by writing to you if you do not pay when due and still do not pay within 5 business days of a reminder; if you do not, within a reasonable time, allow us to deliver the products or collect them from us; or if you do not, within a reasonable time, allow us access to your premises to assemble the products.
12.1Telling us about a problem. If you have a question or complaint about a product, complete our contact form or speak to a member of staff in store.
12.2Conformity with the contract. We are under a legal duty to supply products that conform to the contract. Nothing in these terms affects your legal rights. You will be able to return damaged or faulty items within 30 days of receipt.
12.3Returning rejected products. If you exercise your legal right to reject a product, you must either post it back to us or, if it is not suitable for posting, allow us to collect it. Contact us for a return label or to arrange collection. Where a product is faulty or not as described, the cost of return is ours.
12.4Our guarantee. Products within their warranty period that are found to be faulty or damaged through no fault of yours will be serviced and repaired at no cost to you. If a product cannot be repaired we will either offer a partial refund for you to keep it as it is, replace it, or provide a full refund and collect it.
13.1Our responsibility for loss or damage. 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 the contract or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable or not caused by our breach. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
13.2What we do not exclude. We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or that 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 that are as described and match any sample or model you examined, 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.
13.3Damage to your property. If we are assembling or installing products in your property we will make good any damage we cause while doing so. We are not responsible for the cost of repairing pre-existing faults or damage we discover while providing the service.
13.4Business losses. We supply products for domestic and private use only. If you use them for any commercial, business or resale purpose we have no liability for loss of profit, loss of business, business interruption or loss of business opportunity.
14.1How we use your personal information. We will use the personal information you provide to supply the products to you, to process your payment and, if you agreed to this during the order process, to tell you about similar products we provide. You can stop receiving this at any time by contacting us. We will only give your personal information to third parties where the law requires or allows us to do so. See our privacy policy for full details.
15.1Transferring this contract. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and will make sure the transfer does not affect your rights.
15.2Nobody else has rights under this contract. This contract is between you and us. No other person has any right to enforce any of its terms, and neither of us needs the agreement of any other person to end the contract or change these terms.
15.3If a court finds part of this contract unlawful. Each paragraph operates separately. If any court or relevant authority decides that any paragraph is unlawful, the remaining paragraphs remain in full force.
15.4Delay in enforcing. If we do not insist immediately that you do anything you are required to do under these terms, or delay in taking steps against you, that does not mean you do not have to do those things and it will not prevent us taking steps later.
15.5Governing law and courts. 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 or Wales you can bring proceedings in either the Scottish or the English and Welsh courts. If you live in Northern Ireland you can bring proceedings in either the Northern Irish or the Scottish courts.
2. Additional services: assembly, estimation and installation
1.1Assembly services. Some products require specialist assembly and we will tell you where that is the case. We offer a chargeable assembly service carried out by us. We are unable to fix assembled products to walls or carry out any electrical installation. Products may be delivered ahead of your scheduled assembly, and we will tell you if so. If you arrange your own assembly, we accept no liability for assembly not arranged and completed by us.
1.2Estimation services (carpet and flooring). We offer an estimation service where we visit your property to take precise measurements. The estimate is valid for 28 days from the date it is provided. Any requested changes will result in an updated estimate, valid for 28 days from its date, which may invalidate the original. If you provide your own measurements, you are responsible for their accuracy and we accept no liability for inaccurate measurements provided by you.
1.3Installation services. We offer a range of installation services. We will review, assess and install your products in line with the appropriate processes for your property and the products you have bought. Products may be delivered ahead of your scheduled installation, and we will tell you if so. If you arrange your own installation, we accept no liability for installations not arranged and completed by us.
2.1Access. Our assembly, estimation and installation services (together the "Additional Services") are subject to your property being readily accessible, with uninterrupted access and no physical restrictions that prevent us providing the service. It is your responsibility to make sure we have the space to complete the service, as we are unable to move existing furniture within your property.
2.2Timing. We will arrange completion of an Additional Service as soon as reasonably practicable and, where possible, at a time convenient to you. We may only be able to give a specific arrival time the day before or on the day of the service. If you need to reschedule, please contact us immediately.
3.1Our guarantee. We guarantee the work of the Additional Services for 12 months from the date of completion. This does not affect the guarantee or warranty on the products themselves.
3.2Remedial work. Where we conclude that there is a genuine issue with the quality or workmanship of an Additional Service, we will arrange remedial work or appropriately compensate you.
3.3What the guarantee does not cover. The guarantee does not cover, and we will not be liable, where you have failed to follow our instructions or guidance, whether given verbally or in writing; where products have been misused or neglected; where damage is normal wear and tear; where products have been modified or tampered with by anyone other than us; where products have not been assembled, delivered, estimated or installed by us; where damage is caused by circumstances outside our control, including severe weather such as flooding, or arises because you have not told us of structural defects or anomalies such as poor quality, faulty or unsafe sub-flooring; where you have not given us clear, safe and uninterrupted access to your property and the working area; where you have not provided adequate power, lighting, heating and other facilities; where you have not told us of changes to the condition of your property (for example settlement or sub-floor movement) between placing your order and the service being carried out; where there have been changes outside our control to the condition of your property after the service; or where the issue was caused by works not included in the service.
4.1Property damage. We are only responsible for damage to your property directly caused by us while providing an Additional Service, and we will make good any such damage. We are not responsible for the cost of repairing pre-existing faults or damage we discover while providing the service.
3. Online purchases and your right to cancel
This section applies to orders placed on sterlinghome.co.uk. It gives you rights in addition to those in Section 1. Where the two differ, this section applies to your online order.
1.1Your right to change your mind. For most products bought online you have a legal right to change your mind within 14 days and receive a refund of what you paid, including standard delivery costs.
1.2When you cannot change your mind. You cannot change your mind about products made to your own specification or clearly personalised (for example a bespoke size, your own fabric, or a personalised item), or about products sealed for health or hygiene reasons once they have been unsealed, such as mattresses and pillows.
1.3The deadline. You must tell us you want to cancel no later than 14 days after the day your product is delivered. If your order is delivered in several parts, the 14 days run from the day you receive the last part.
1.4How to tell us. Complete our contact form, or use the cancellation form at the end of this section. Please include your name, address, order number and a contact telephone number.
1.5We refund standard delivery only. We do not refund any extra you paid for premium or timed delivery.
1.6Returning the product and who pays. You must return the product to us within 14 days of telling us you have changed your mind. Unless the product is faulty or not as described, you are responsible for the cost of returning it.
(a) Items that can be sent by post or courier, for example homewares, lighting, accessories and smaller rugs: return them at your own cost by post or courier, or free of charge to any Sterling Home store.
(b) Furniture and other items that cannot normally be returned by post: you may return them to any Sterling Home store at your own cost, or we can collect them from you. Collection is a chargeable service. The charge depends on the size of the items being collected and your location, and can be up to £500. We will confirm the exact charge before collection is booked and will deduct it from your refund. Collection charges may be higher than the delivery charge you paid, because our delivery charges are subsidised.
1.7We reduce your refund if you have used or damaged a product. You may inspect a product as you would in a store. If you handle it beyond that, we may reduce your refund to reflect the reduction in its value, for example if it shows signs of use, is marked or damaged, or accessories or components are missing.
1.8When and how we refund you. If your product has not been delivered, we will refund you as soon as possible and within 14 days of you telling us you have changed your mind. If you are returning the product to us, we will refund you within 14 days of receiving it back. If we are collecting it, we will refund you within 14 days of collection. We refund by the method you used to pay and do not charge a fee for the refund.
1.9Exchanges. The right to change your mind is a right to cancel and receive a refund. It is not a right to exchange. If you would like a different product we may agree to this at our discretion, in which case it will be treated as a new order at the current price, and any collection of the original product and delivery of the replacement will be chargeable.
1.10If there is something wrong with your product. We honour our legal duty to provide products that are as described on our website and that meet all the requirements imposed by law. If you think there is something wrong with your product, bring it to one of our stores or complete our contact form. Clause 12 of Section 1 sets out your rights where a product is faulty or not as described, and the cost of return in those cases is ours.
2.1Purchases following an in-store quote. Where you have visited one of our stores, received a quote from a member of our team and then completed payment online, your purchase is not a distance contract for the purposes of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2.2The 14-day right does not apply. In these circumstances the right to cancel described in clause 1 does not apply, because the contract was negotiated in person at our premises rather than at a distance.
2.3Your statutory rights. Your rights in relation to faulty or misdescribed goods are unaffected. See clause 12 of Section 1.
3.1Cancellation form. You do not have to use this form, but you may if you wish. Copy the text below into our contact form or an email to the address on your order confirmation.
To Sterling Furniture Group Limited, Moss Road, Tillicoultry, Clackmannanshire, FK13 6NS.
I hereby give notice that I cancel my contract of sale of the following goods: [description of goods]
Ordered on: [date] Received on: [date] Order number: [number]
Name of consumer: [name]
Address of consumer: [address]
Date: [date]
4. Flooring and fitting
1.1What these terms cover. These are the terms on which we provide flooring and fitting services for residential properties. Commercial properties are covered separately.
1.2Why you should read them. Please read these terms before you accept your estimate or order and make payment. They tell you how we will provide our services, what you need to do if you want to change your order, and what happens if the estimate price changes. They limit our liability, set out your obligations and allow us to charge you in certain circumstances.
2.1Your own measurements. We always recommend that one of our surveyors measures the area to ensure an exact fit. If you tell us you do not want a surveyor visit, we will accept the measurements you provide and order the product on that basis at your own risk. We cannot guarantee that the product will fit where measurements have not been taken by one of our surveyors.
2.2Before your estimator arrives. You will have selected the product you want the estimate for. Before the measure, move objects out of the area where possible and tell us about any restrictions to access and parking. You or a person over 18 must be present throughout the appointment.
2.3Areas we cannot measure. A measure cannot be completed if works are underway or the property is awaiting a habitation certificate or building completion. A guide price may be given, but an order will not be placed until the area has been measured by an estimator.
2.4Basis of your estimate. Estimates are based on the cost of the products within the estimate and assume that no additional works are required and that all remedial or building works are complete before your fitting appointment. If you ask for your installation to take place over several days, we may apply further fitting charges to each appointment, which will make the final cost higher than the estimate.
2.5Validity. Once we have measured your property we will provide an estimate, valid for 28 days from its date. If you have not accepted an estimate within three months of us taking measurements, we may need to revisit and measure again.
2.6Changing your estimate. For simple changes such as colour or adding or removing additional services, contact your salesperson. A new estimate will be issued, which may delay your order, and the previous estimate will no longer be valid.
2.7Accepting your estimate. If you are happy to proceed, confirm acceptance by signing your estimate with the sales team in store.
3.1Our contract with you. After accepting your estimate under clause 2.7 you will pay a deposit in store. Once we have received the deposit a contract is formed between you and us and these terms apply. The balance is due when our Installations Department contacts you to confirm your order has arrived at our depot (finance orders excepted).
4.1Payment options. We accept cash, debit or credit card (including American Express), interest free or interest bearing credit, and bank transfer.
5.1Placing your order. Once you have paid your deposit we will place an order for the products, subject to availability. Once we have placed the order we are unable to make amendments.
5.2Cancelling your order. Because flooring is cut to your own measurements, we are not able to accept a return or refund your payment unless there is a clear manufacturing defect (see clause 11). If there is a manufacturing defect, we may refund a proportion of the fees paid for services you will no longer receive, less any administration fees.
6.1Samples. Samples are a guide to colour only and an exact match cannot be guaranteed. You will not be able to reject the products or claim compensation for minor variations from the sample or description.
6.2Natural characteristics. Natural products such as hardwood are manufactured to emphasise their natural character. Knots and other natural imperfections are an inherent characteristic and are not a fault.
6.3Changes to the products. We may change a product to reflect changes in law or regulatory requirements, or to make minor technical adjustments and improvements. These changes will not affect your use of the product and we will notify you in writing.
6.4Rugs. Special order rugs and any rug larger than 160cm x 230cm are non-returnable. This does not affect your statutory rights.
7.1Scheduling. When scheduling your fitting we can only give a guideline timeframe, which may change during the installation process.
7.2Rescheduling. Our fitters are booked several days ahead. If you need to reschedule, call our Installations Department at least three days before your appointment. Rescheduling with less notice may incur an administration fee (see clause 16).
7.3Before your fitter arrives. Your fitter will call to confirm their arrival time and run through what you need to do beforehand, including moving objects out of the fitting area, being on time and providing access. You will also be told of your obligations when the appointment is scheduled.
7.4Parking. If you have not already told us, contact our Installations Department about any parking restrictions or vehicle access issues. If parking needs permission or a permit, you must arrange this in advance at your own cost. If we cannot park to access your property, your fitting will be cancelled and rebooking will incur an administration fee (see clause 16).
7.5Restrictions to the fitting area. Tell us in advance of any restrictions such as no lift access or building works in progress. The area must be easily accessible and not subject to alterations. If you do not provide unrestricted access, your fitting will be cancelled and rebooking will incur an administration fee (see clause 16).
7.6Furniture moving service. You can choose a furniture moving service at an additional cost when you receive your estimate. Our fitter will move empty furniture from the fitting area once you have emptied it and removed the contents. Furniture or bed frames not emptied or disassembled by you may be moved at your own risk, or your fitting may be cancelled if it is not possible to move them. Furniture must be in a sound state of repair. Flat pack or unstable furniture may be affected by moving and this is not our liability. Our fitters will not move aquariums, antiques and antique furniture, decorations, ornaments and personal items, freestanding baths, four-poster beds, grandfather clocks, gym equipment, massage and motorised recliner chairs or beds, pianos, plants, safes, stair lifts, electrical goods, televisions, computers, burglar or sensor alarms, or fragile or high value items. These must be moved before your appointment. If you are unable to move them, we may move them at your own risk and at an additional cost, or cancel the appointment if it is not possible.
7.7White goods. Our fitters can move disconnected and unplumbed white or electrical goods at an additional cost, excluding integrated appliances (unless free to move), American or oversized fridge freezers and range cookers. You must choose this service as part of your estimate. We do not disconnect or reconnect white goods.
7.8Delivery ahead of fitting. Depending on the products and services ordered, products may be delivered to your property before your fitting appointment. See clause 18.5.
8.1On the day. You or a person over 18 must be present throughout the fitting. If you are not present, our fitters will assume that the adult present has your authority to give instructions.
8.2Delays. We will contact you before your appointment if our arrival is delayed.
8.3We will wait 15 minutes. If you are not home when we arrive, we will wait up to 15 minutes. If you are not there within that time your fitting will be cancelled and rebooking will incur an administration fee (see clause 16).
8.4Preparation. You must complete all the preparation actions advised when the appointment was scheduled and discussed the day before, including clear access to the fitting area, parking permissions and moving furniture. If your fitting is cancelled because of a failure to prepare, rebooking will incur an administration fee (see clause 16).
9.1Refusal of service. We may refuse an appointment or decline to carry out the service if a customer behaves in an inappropriate, misleading or abusive manner.
9.2Repeat cancellations. We may refuse service where a customer has repeatedly cancelled appointments without good reason, and may retain payment for services in those circumstances.
9.3Failure to rebook. If we have not heard from you within three months of a failed fitting appointment, we may cancel and refund your order less any costs incurred for services or products you have received.
10.1Our fitting and installation guarantee. We carefully select and approve the third party fitters we work with by assessing their previous installations, experience and accreditations. We guarantee our installation and fit for 12 months from the date the fit is completed (the "Guarantee Period").
10.2Telling us about problems. If you have a question or complaint about your fitting, or are not satisfied with the workmanship, contact us immediately and within the Guarantee Period.
10.3Investigation. We will investigate any issue notified within the Guarantee Period. If required, you must allow our staff, insurers or trade professionals access to inspect the works.
10.4Remedial work. Where our investigation finds a genuine workmanship issue, we will arrange remedial work, in most cases with the original tradesperson. You must allow us access within a reasonable time of notifying us.
10.5Late notification. If you do not notify us within the Guarantee Period, we will not be liable for defects in workmanship.
10.6Third parties. The guarantee cannot be passed to anyone else and can only be claimed by you.
10.7Extended warranties. Where a fitted product carries a manufacturer warranty longer than our 12-month guarantee, that warranty applies to the product and we may charge for reinstalling a repaired or replaced product.
11.1Manufacturing defects. If you think there is a manufacturing defect, notify us immediately. We will investigate and you must allow our staff access to do so.
11.2How we remedy a defect. If our investigation confirms a manufacturing defect, we will remedy it in line with the manufacturer's guidelines. Where the defect arises within 30 days of fitting, we may repair, replace and reinstall the product or provide a refund and remove the product. Where it arises after 30 days but within six months, we may repair or replace the product. Where it arises after six months, you will need to provide evidence that it is a manufacturing defect.
12.1What we are liable for. We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or that 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 that are as described and match any sample you examined, of satisfactory quality, fit for a particular purpose made known to us, supplied with reasonable skill and care and, where installed by us, correctly installed; and for defective products under the Consumer Protection Act 1987.
12.2Damage to your property. You must notify us of any damage to your property within 24 hours of your fitting appointment. Where our inspection finds that substantial and noticeable damage was caused by our fitters while fitting the products, we will make it good.
12.3Your statutory rights. For more information about your statutory rights, contact your local authority Trading Standards department or Citizens Advice.
13.1When we are not liable. Our fitting and installation guarantee applies where we have fitted your products in accordance with these terms. It does not cover, and we will not be liable, where you have failed to follow instructions or guidance given by us or the fitter; where products have been misused or neglected; where damage is normal wear and tear; where products have been modified or tampered with by anyone other than us or a fitter or third party approved by us; where products have not been installed by us or our fitters; where our fitters have told you that products must be cut and joined for fitting, for example seams in a large carpeted area; where damage is caused by circumstances outside our control, including severe weather such as flooding, or arises because you have not told us of structural defects or anomalies such as poor quality, faulty or unsafe sub-flooring; where you have not given the fitter clear, safe and uninterrupted access; where you have not provided adequate power, lighting, heating and other facilities; where you have not told us of changes to the condition of your property; or where the issue was caused by works not included in the fitting service.
13.2Minor damage. Where minor damage to the product or your property is caused by our fitters in the ordinary course of the work, including small scrapes and scuffs on walls, floors and skirting boards, we are not liable and have no obligation to remedy it. We are also not responsible for repairing pre-existing faults or damage we discover while providing our services.
13.3Delays outside our control. If supply of the products for your fitting is delayed by an event outside our control, we will contact you as soon as possible and take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event. If there is a substantial risk of delay, you may contact us to end the contract and receive a refund for anything paid for but not received.
13.4Loss of earnings. We are not liable for any loss you suffer as a result of the requirement to be present while we deliver the products or carry out our services.
13.5Unavoidable damage and decoration. We are not liable for small amounts of unavoidable damage around the fitting area, including small drill holes for fixing products. Our service does not include making good any decor slightly damaged in the course of the work.
13.6Additional costs. If the surface we are fitting to is not strong enough or suitable for the product, you are responsible for any additional costs we incur to achieve a secure fixing. If we cannot remedy the surface, you may need to seek professional assistance at your own cost before fitting can take place.
13.7Sub-floor movement. Settlement or sub-floor movement can occur, particularly in new properties, and we cannot accept any liability for settlement or sub-floor movement that affects the appearance or performance of any flooring installed.
14.1Aftercare. We will make aftercare recommendations for your products. See clause 18.12.
15.1Intellectual property. Any measurements taken and plans or designs created remain the intellectual property of Sterling Furniture Group Limited. We cannot provide them for your personal use or for any other company or contractor to complete the work.
16.1Administration fees. Any administration fee charged under these terms is £100. We will contact you to take payment by telephone.
17.1Transferring this contract. We may transfer our rights and obligations under these terms to another organisation. We will contact you if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 30 days of us telling you, and we will refund any payments made in advance for products not provided.
17.2Your guarantee cannot be transferred. You may not transfer the workmanship guarantee in clause 10 to anyone else.
17.3Nobody else has rights under this contract. This contract is between you and us. No other person has any right to enforce any of its terms.
17.4If a court finds part of this contract unlawful. Each clause operates separately. If any court or relevant authority decides that any clause is unlawful, the remaining clauses remain in full force.
17.5Delay in enforcing. If we do not insist immediately that you do anything you are required to do under these terms, or delay in taking steps against you, that does not mean you do not have to do those things and it will not prevent us taking steps later. For example, if you do not pay an administration fee and we do not chase it but continue to provide our services, we can still require payment later.
17.6Governing law and courts. These terms are governed by Scottish law and you can bring legal proceedings in the Scottish courts. If you live in England or Wales you can bring proceedings in either the Scottish or the English and Welsh courts. If you live in Northern Ireland you can bring proceedings in either the Northern Irish or the Scottish courts.
18Flooring terms. Fitting services are available for flooring products purchased from Sterling Furniture Group Limited. If you supply your own accessory products and want them installed, this can be done at an additional charge and at your own risk.
18.1Underlay. We always recommend new underlay and gripper rod in addition to your flooring, in line with British Standards for flooring installation. If you do not purchase new underlay and gripper, this may affect the flooring, will invalidate our fitting and installation guarantee and may invalidate your manufacturer guarantee.
18.2Our flooring services.
(a) CAD plans: a complex or bespoke luxury vinyl tile design needs a Computer Aided Design plan. We will supply the plan for your approval before your estimate can be accepted and the flooring ordered. This will increase the time needed to provide your estimate.
(b) Old flooring uplift and disposal: an additional chargeable service which must be chosen when you agree your estimate. The fitter will remove your old flooring and all offcuts and packaging from your new flooring. This service will be refused if the old carpet is soiled or infested.
(c) Door easing: on hard flooring orders only, and if detailed in your estimate, our fitter may trim doors to allow clearance. Fire doors, hollow doors, doors containing glass, front doors and any door leading outside must be eased by a specialist tradesperson and this is not a service we provide. If you have not chosen this service, the fitter may remove doors to allow fitting and leave them ready for you or your carpenter to trim and rehang. We cannot remove fire doors, so you will need to arrange this before the fitting date.
(d) Cabinet and plinth adjustment: the fitter will adjust plinths to allow for your new flooring at an additional cost agreed at the time of estimate. If you do not want this service, the fitter may need to cancel and rearrange once you have completed the work, which will incur an administration fee.
(e) Skirting board removal and reattachment: provided on the basis that skirting boards can be removed from correctly installed fixings. If they have been glued or fixed in a way that prevents removal without significant damage, we may refuse to continue. Damage is likely during removal and reinstallation and we will not be liable for it. Reattached skirting boards are left unfinished and will need redecoration, for which we are not responsible.
18.3Preparing for your new flooring. Before your fitting appointment, check that any painted areas such as skirting boards are dry (minimum 7 days); a plumber has disconnected radiators if needed; a carpenter has removed any fire doors if required; beading between the skirting board and your existing floor has been removed to allow a flush fit; and wiring and cables beneath existing flooring have been rerouted. If any of these have not been done your fitting will be cancelled and rebooking will incur an administration fee (see clause 16).
18.4Sub-floor preparation. It is your responsibility to ensure your sub-floor is not defective and is suitable for fitting. If your property was built before 1965 we will carry out a moisture test to see whether a damp proof membrane is needed; this is an additional cost and will increase preparation time. Preparation may take more than one day, and we may need to acclimatise your flooring or allow additional drying time. Switch on new heating systems for at least 14 days before installation and make sure they do not exceed 27°C. Allow tiles, wood, adhesive and sub-floor to stabilise at a constant temperature between 18°C and 27°C for at least 24 hours before, during and after installation.
18.5Delivery. Where products do not need acclimatisation, the fitter will bring them on the day. Where they do, you must take delivery up to three days before your fitting. If they do not arrive, contact our Installations Department to rearrange your fitting date.
18.6Uplifting old flooring. If you have not chosen our uplift service, you must uplift and remove old flooring before your fitting. If you do not, the fitting will be cancelled and rebooking will incur an administration fee (see clause 16).
18.7Moths. If the fitter finds a moth infestation in your existing carpet, they will not be able to uplift and dispose of it, as this may contaminate your new flooring or other products in the van.
18.8Conditions on the day. Solid sub-floors, smoothing underlays and adhesives need a temperature of 15°C to 24°C for ideal drying. Very humid weather may delay your installation.
18.9Sub-floor suitability. You must have a suitable sub-floor for installation. If issues are identified, we may be able to remedy them at an additional cost, payable immediately. This may affect your fitting that day and could postpone it while additional materials are sourced. If the sub-floor is not suitable, your fitting will be cancelled and rebooking will incur an administration fee (see clause 16).
18.10Extra product. You may receive more flooring than the area measured, because pack sizes affect the volume supplied. This is included in your estimate and is not refundable. For hard flooring, allow a wastage amount of 10% to 15% for fitting and installation. We recommend keeping spare flooring for repairs over the product's lifetime.
18.11Aftercare. New flooring can fade where patio doors or large windows are present, so we recommend curtains or blinds to protect against bright sunlight. Use only the manufacturer's own cleaning and care products; others may give inferior results or leave harmful residues. Carpets may show differences in appearance at the edges and a pole mark from being wrapped for shipping; these fade with acclimatisation and vacuuming within four to six weeks. Luxury vinyl tiles, adhesive and sub-floor must be allowed to stabilise at 18°C to 27°C for at least 24 hours before, during and after installation. Solid sub-floors, smoothing underlays and adhesives need 15°C to 24°C and relative humidity of 40% to 65% to dry properly.
18.12Recommendations. These are recommendations only and we do not accept liability if you choose to follow or ignore any of them.
Part B
Promotions, competitions and events
The terms in this part apply to the promotion, competition or event named in each section, in addition to our terms of sale in Part A. Where a promotion has ended, its terms are removed from this page.
Welcome offer
1.1Eligibility. This offer is available to new customers who sign up to our online newsletter from Monday 31 March 2025. Existing account holders are not eligible.
1.2How to receive the code. Subscribe to our marketing newsletter as a new subscriber. The discount code will be included in your account registration confirmation email, so please make sure your email address is entered correctly.
1.3The discount. The code gives £25 off your first online order over £250, excluding delivery and service charges. It is single use, valid for 14 days from the date you receive it, redeemable online only at sterlinghome.co.uk, and cannot be used with other offers or promotions. It must be applied at checkout and you must be logged into the account you created at sign-up.
1.4Exclusions. Certain products may be excluded from this promotion.
1.5General. The offer is non-transferable and has no cash alternative. If an order using the code is returned in full, the code will not be reissued. We may cancel or modify this promotion at any time without notice. By signing up you agree to receive marketing emails from Sterling Home; you can unsubscribe at any time via the link in our emails.
Affiliate discount codes
2.1The offer. A valid affiliate discount code entered at checkout on sterlinghome.co.uk gives 10% off your order, up to a maximum discount of £500 per order. The discount applies to eligible products only and excludes delivery charges and care guides.
2.2Online only. The offer is valid for online orders only and cannot be redeemed in store, by telephone or on orders placed in store.
2.3Using the code. The code must be entered when placing the order and cannot be applied to orders already placed. Only one discount code can be used per order, and the offer cannot be combined with any other promotion, discount code or offer unless stated otherwise.
2.4Returns. If any items from a discounted order are returned, the refund will reflect the discounted price paid.
2.5General. The code has no cash value, is non-transferable and cannot be exchanged for cash or credit. We may withdraw, amend or cancel this offer at any time without notice, and may refuse or cancel any order where a code has been used fraudulently or in breach of these terms. This offer is provided by Sterling Furniture Group Limited and our standard terms of sale apply.
Post-purchase exclusive offers
3.1Eligibility. Post-purchase discount codes are available to eligible customers who receive an offer by email from Sterling Home following a purchase.
3.2Validity. Discount codes are valid for 90 days from the date of issue and cannot be redeemed after their expiry date.
3.3Online only. The offer is valid online only at sterlinghome.co.uk and cannot be redeemed in store.
3.4Eligible products. Discount codes are valid on the selected products or collections specified in the relevant email. Exclusions may apply.
3.5Other offers. Discount codes cannot be used in conjunction with any other discount code, promotional offer or additional discount.
3.6Using the code. Each discount code is limited to one use per customer and must be entered at checkout for the discount to apply.
3.7No cash value. Discount codes have no cash value, cannot be exchanged for cash and cannot be applied retrospectively to orders already placed.
3.8Delivery charges. Delivery charges, where applicable, are calculated separately and are not included in the discount unless otherwise stated.
3.9Returns. If an item bought using a discount code is returned, any refund will reflect the discounted price paid, in line with our returns policy (see Section 3 of Part A) and your statutory rights.
3.10Changes to the offer. We may withdraw or amend these offers where reasonably necessary, subject to applicable consumer rights. Any changes will not affect discounts already validly redeemed.
3.11General. These offers are provided by Sterling Furniture Group Limited and are subject to our terms of sale in Part A. Your statutory rights are not affected.
Post purchase survey prize draw
4.1Eligibility. Open to residents of the United Kingdom, excluding employees of Sterling Home, their immediate families, agents and anyone professionally connected with this promotion, including affiliates.
4.2How to enter. Complete the post purchase survey within 30 days of your purchase date, providing a valid email address and/or order number. One entry per order. Incomplete, late or invalid entries will not be accepted.
4.3Promotion period and prize. Entries are collected on an ongoing basis and one winner is selected at random every six months from all eligible entries received in that period. The winner receives a refund equal to the full value of their order, including delivery charges, paid to the original payment method where possible.
4.4Notification. The winner will be contacted by the email address given in the survey, and may also be contacted on the phone number linked to the original order. The winner must respond within 7 days of notification, failing which we may select an alternative winner.
4.5General. We may verify the eligibility of entrants. Personal data is used solely to administer this promotion, in accordance with data protection law and our privacy policy. The promoter is Sterling Furniture Group Limited, trading as Sterling Home.
#MySterlingStyle quarterly £500 giveaway
5.1Promoter. This competition is run by Sterling Furniture Group Limited, trading as Sterling Home. It is not sponsored, endorsed, administered by or associated with Instagram.
5.2Competition period. The competition runs quarterly: 1 January to 31 March, 1 April to 30 June, 1 July to 30 September, and 1 October to 31 December. Entries must be submitted within the relevant quarter.
5.3Eligibility. Open to UK residents aged 18 or over. Proof of age and residency may be required. Employees of Sterling Home and their immediate families are not eligible, nor are influencers, ambassadors, creators or individuals currently contracted or formally engaged by Sterling Home for promotional activity. We may verify eligibility and disqualify any entrant who does not meet these requirements.
5.4How to enter. Post an original image or video on Instagram featuring a Sterling Home product and either tag our official account in the feed post or include #MySterlingStyle in the caption. Your account must be public at the time of judging. Multiple entries are permitted and each qualifying post counts as one entry. No purchase is necessary. Entries must be genuine and relevant and must not be offensive, unlawful, misleading or infringe third party rights.
5.5Content requirements. By entering, you confirm that the content is your original work, that you have permission from anyone featured, that it does not infringe any intellectual property or privacy rights, and that it complies with Instagram's community guidelines.
5.6Prize. One winner is selected at random from all eligible entries in the relevant quarter and receives a £500 Sterling Home voucher, valid for in-store purchases only. The voucher is non-transferable, non-refundable and has no cash alternative. Any spend above £500 must be paid by the winner. We may substitute the prize with one of equal or greater value if necessary.
5.7Winner selection and notification. The winner will be contacted by Instagram direct message within 14 days of the quarter ending. If the winner does not respond within 7 days we may select an alternative winner. The winner's Instagram handle may be announced on our website or social channels.
5.8Usage rights. By entering, you grant Sterling Home a non-exclusive, royalty-free, worldwide licence to repost, share and use your content for marketing and promotional purposes across social media, website, email and paid advertising. You retain ownership of your content and we will credit creators where reasonably practicable.
5.9General. Personal data is used only to administer this competition, in accordance with our privacy policy. We may amend, suspend or cancel the competition where necessary. Our decision on any aspect of the competition is final. By entering you agree to these terms, which are governed by the laws of Scotland, and you submit to the exclusive jurisdiction of the Scottish courts.
The Big Birthday Weekend £2,000 prize draw
6.1Promoter. Sterling Furniture Group Limited, trading as Sterling Home, company number SC054090, registered office Moss Road, Tillicoultry, Clackmannanshire, FK13 6NS. This prize draw is not sponsored, endorsed, administered by or associated with any social media platform used to promote it.
6.2Promotion period. The draw opened at 00:01 on Tuesday 13 October 2026 and closed at 11:59pm on Monday 19 October 2026 (the "Entry Period"). Entries received outside the Entry Period are not accepted.
6.3Eligibility. Open to residents of mainland Great Britain aged 18 or over. Employees of Sterling Home, their immediate families, and any agency, supplier or other person professionally connected with the promotion are not eligible. We may verify eligibility and disqualify any entry that does not meet these requirements.
6.4How to enter. No purchase is necessary. Entry was by completing the form at sterlinghome.co.uk/pages/big-birthday-weekend during the Entry Period, reached by scanning the QR code in any Sterling Home store or visiting the page directly. Entrants had to provide first name, last name, phone number, postcode and a valid email address. Ticking the "Future Deals and Offers" box was optional and not a condition of entry. One entry per person; duplicate entries, entries on behalf of another person and automated entries are disqualified. Entry is free; standard network charges may apply.
6.5The prize. One £2,000 Sterling Home voucher, redeemable against a single purchase in any Sterling Home store or online at sterlinghome.co.uk. The voucher is valid for 6 months from the date of issue; any unused balance after redemption or after the validity period is forfeited. It can be used on full price and promotional products but not with any other voucher, discount code or affiliate code, and excludes gift cards, Guardsman products and cover plans, delivery charges and installation or assembly services. If the purchase exceeds £2,000 the balance must be paid by the winner; no change or cash is given for purchases below £2,000. The prize is non-transferable and non-refundable and has no cash alternative. We may substitute it with one of equal or greater value if circumstances outside our control make this necessary. Products purchased with the prize are subject to our standard terms of sale; where an item is returned, any refund is issued as a Sterling Home voucher.
6.6Winner selection. One winner is selected at random from all valid entries. The draw takes place on or before Friday 30 October 2026.
6.7Notification. The winner will be notified by email within 7 days of the draw, and we may also try the phone number provided. The winner must respond and confirm acceptance within 14 days, failing which, or if found ineligible, we may draw an alternative winner. The winner's surname and county will be made available on request to anyone who emails customerservice@sterlinghome.co.uk within 3 months of the closing date. If you are the winner and object to this, please tell us when you accept the prize. We may still be required to share this information with the Advertising Standards Authority.
6.8Publicity. The winner may be asked to take part in reasonable publicity, including use of their first name and local area on our website and social channels. Participation is not a condition of accepting the prize.
6.9Data protection. Personal data provided at entry is used to administer the draw in accordance with our privacy policy. Where you ticked the "Future Deals and Offers" box, we will also use your details to send you Sterling Home marketing, and you can unsubscribe at any time.
6.10General. By entering you agree to these terms. We may amend, suspend or cancel the draw where necessary due to circumstances outside our reasonable control, and may disqualify any entrant who breaches these terms or acts fraudulently. Our decision on all matters is final and no correspondence will be entered into. These terms are governed by the laws of Scotland and entrants submit to the jurisdiction of the Scottish courts.
Filming and photography at our events
7.1Recording at events. We and our authorised partners and contractors may photograph, film and record audio at our in-store and other events for event documentation, security and marketing, including on our website, email, social media, printed materials, PR and in-store displays.
7.2Notice. We will display signage at the venue to let attendees know that filming and photography is taking place and how to opt out.
7.3Opting out. If you do not wish to be photographed or filmed, tell a member of staff on arrival or at any time during the event. We will take reasonable steps to avoid capturing you, or to remove or blur you where feasible. We cannot guarantee exclusion from wide crowd or background shots.
7.4Children. If you bring children to an event, you confirm that you have authority to make decisions on their behalf. We take additional care with children's images and, where feasible, will not use close-up footage of children for promotional purposes without explicit permission from a parent or guardian.
7.5Privacy and data protection. Personal data in photographs and video is handled in line with our privacy policy, UK GDPR and the Data Protection Act 2018. You have the right to object and to request deletion in some circumstances; see our privacy policy for details.
Sterling Furniture Group Limited, trading as Sterling Home. Registered in Scotland, company number SC054090. Registered office: Moss Road, Tillicoultry, Clackmannanshire, FK13 6NS. VAT number 271464067.