Sterling offers a 30-day return policy: Return your unused product, in its original packaging and receive a full refund for the original purchase price of the products. Original delivery fees are refunded only if returns are for defective products or incorrectly shipped orders. Aside from manufacturer defects, we will not allow returns of open products due to life-safety concerns.
For product from our Biddeford facility, to initiate a return, please contact our customer service department (+1 207-282-2550 or 1-800-788-7673 ext 4, or shop@sterlingrope.com) and have your order number and contact information ready. We will issue you a RMA number that must be placed on the outside of the package.
For product from our Canadian facility, please contact (613) 674-2728, or by email at OEM@sterlingrope.com.
You are responsible for shipping the products back to Sterling in appropriate packaging that will not damage the product. We recommend using a trackable shipping method. Returned products in damaged condition cannot be credited.
All our custom products (our definition includes spliced items under “custom”) are final sales.