Return & Refund Policy

Effective Date: [Insert Date]

Sterling Hospitality Supply Limited (“Sterling,” “we,” “us,” or “our”) has a 14-day return policy, which means you have 14 days after receiving your item to request a return.

This policy applies to both international and local orders, subject to the specific return procedures outlined below for British Virgin Islands customers.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it. Items must be:

• Unworn or unused.
• Unopened where applicable.
• In their original packaging.
• In saleable condition.
• Accompanied by the original receipt, invoice, or other valid proof of purchase.
• Returned with all original tags, accessories, manuals, and components where applicable.

Items that do not meet these requirements may be refused.

How to Start a Return

To request a return, contact us at:

info@sterlinghospitalitysupply.com

You must receive return approval from Sterling before sending any merchandise back to us.

For approved international returns, the return address is:

Sterling Hospitality Supply
1 Aeropost Way
EIS-27387
Miami, FL 32206
USA

Items sent back to us without first requesting and receiving approval for a return will not be accepted.

Customers are responsible for ensuring that approved returns are shipped through a credible and reliable courier service and are properly packaged to prevent damage during transit.

Approved returns must be shipped within the specified return window and according to the instructions provided by Sterling.

Customers should retain their courier receipt and tracking information as proof of shipment.

Late or Unauthorized Returns

Any return that arrives after the applicable return window, or is shipped without prior notification and approval from Sterling, may be refused and will not be accepted.

In such circumstances, Sterling reserves the right to refuse delivery and/or discard or otherwise dispose of the merchandise at the customer's expense.

No refund, store credit, or replacement will be issued for unauthorized or otherwise ineligible returns.

Sterling is not responsible for merchandise returned without prior approval.

British Virgin Islands Customers

Customers in the British Virgin Islands must return eligible items in person at our designated Sterling store location within 14 days of purchase, accompanied by the original receipt or invoice.

BVI returns must be:

• Unused and in their original condition.
• Unopened where applicable.
• In the original packaging.
• Accompanied by all applicable tags, accessories, and components.

No Cash Refunds for BVI In-Store Purchases

Cash refunds will not be issued for eligible BVI in-store returns.

Once the return has been inspected and approved, customers may receive:

• Store credit; or
• An exchange for another eligible item of equal or greater value.

If the replacement item has a higher purchase price, the customer is responsible for paying the difference.

Returns presented after the 14-day return period, without valid proof of purchase, or that do not meet the requirements of this policy will not be accepted.

Damages and Issues

Please inspect your order promptly upon receipt.

Contact us immediately if your item:

• Arrives damaged.
• Is defective.
• Is missing components.
• Is different from what you ordered.
• Was damaged during shipping.

Contact us at info@sterlinghospitalitysupply.com and provide your order number, a description of the issue, and photographs where applicable.

We may request photographs of the product, packaging, shipping label, or other information to evaluate the issue and determine the appropriate resolution.

Please do not discard damaged packaging until we have completed our review, as it may be required for a shipping or insurance claim.

Exceptions / Non-Returnable Items

Certain products are not eligible for return due to their nature, health, safety, hygiene, or regulatory considerations.

Non-returnable items may include:

• Perishable goods, including food, flowers, and plants.
• Custom-made or personalized products.
• Special-order products.
• Personal-care and hygiene products where opened or used.
• Beauty products where applicable.
• Hazardous materials.
• Flammable liquids.
• Gases.
• Chemicals or cleaning products where opened or used.
• Products specifically identified as final sale.
• Gift cards.

Sale, clearance, promotional, and final-sale items are generally not eligible for return unless otherwise required by applicable law or expressly approved by Sterling.

If you are unsure whether a specific product is eligible for return, please contact us before purchasing or attempting to return the item.

Exchanges

For international orders, the fastest way to ensure you receive the item you want is generally to return the eligible item in accordance with this policy and, once the return has been accepted, place a separate order for the replacement item.

For BVI customers, approved in-store returns may be exchanged for an eligible replacement item, subject to availability and the terms of this policy.

Refunds

For eligible international returns where a monetary refund is approved, Sterling will notify you once we have received and inspected your return.

If approved, the refund will generally be issued to your original payment method within 10 business days.

Please note that your bank, credit card company, payment processor, or other financial institution may require additional time to process and post the refund to your account.

If more than 15 business days have passed since Sterling approved your refund and you have not received it, please contact us at:

info@sterlinghospitalitysupply.com

Refunds are not guaranteed simply because a return has been requested. All returns are subject to inspection and approval.

Return Shipping Costs

Unless the return is due to an error by Sterling, or Sterling has confirmed that the product arrived damaged or defective, the customer is responsible for the cost of returning the merchandise.

Original shipping, handling, customs, duties, brokerage fees, and other delivery charges may be non-refundable.

Sterling is not responsible for loss or damage to merchandise while it is being returned by the customer. Customers should use an established courier service with tracking and retain proof of shipment.

Special Orders, Wholesale & Commercial Purchases

Special-order, customized, bulk, wholesale, hotel, restaurant, villa, commercial, or other business-to-business purchases may be subject to additional terms and conditions.

Where specific return or cancellation terms are stated on a quotation, purchase order, invoice, supply agreement, or other written agreement, those terms may apply to the transaction.

Contact Us

If you have questions about our Return & Refund Policy or whether a specific item is eligible for return, please contact us before sending anything back.

Sterling Hospitality Supply Limited
Email: info@sterlinghospitalitysupply.com

Associate Company: Sterling Hospitality Group LLC