STORE & SITE POLICIES (the boring stuff)

CUSTOM ORDERS

After placing a custom order enquiry, Sterling Staves will be in touch via email to confirm any details and provide a quote and estimated timeframe. When making a custom order, you will be required to pay a non-refundable 50% deposit to confirm the order. No construction will begin until this is received.

In rare circumstances, the quoted price for the item may vary due to fluctuations in material costs and other factors such as size. If this occurs, we will contact you to confirm the price and delivery date before proceeding. You can cancel the order at this stage if you wish.

Once your order has been made, we will send it via Australia Post and will notify you that the item is on it’s way. If you selected ‘local pickup’ at checkout, we’ll send you an email letting you know that your order is ready for collection.

Please note that once an order is underway, it cannot be cancelled. We cannot accept returns on made-to-order items.

PRICES & PAYMENT

All prices featured on Sterling Staves are in Australian dollars and are not inclusive of shipping costs. For any purchases being shipped internationally, the GST amount will be deducted from the price of each purchase or order.

All international purchases are exempt from Australian taxes; however, they may incur taxes and duties applied by customs in the country where the order is delivered. The responsibility for any customs duties, foreign taxes or other fees, which may be imposed, will rest with the customer. To determine exactly what these charges may be, it may be necessary to call your local customs office to gain further details.

Prices are subject to change without notice.

REPAIRS & REPLACEMENTS

Sterling Staves does not accept Change of Mind returns on any custom items.

If you receive the incorrect item, we will exchange for the correct item as per your order. The incorrect item must be returned first.

If your order is received faulty or damaged in transit, please contact Sterling Staves. Store items may be exchanged for a brand new like for like item. The damaged or faulty item must be returned first. Full fan sets may be returned for repairs if received in this condition. Claims must be made within 14 days of delivery, with receipt.

Our repair and replacement policy does not cover user error. If an item is deemed to be damaged by user error, no replacement will be offered. In this instance, fans sets may still be returned for repairs, though a fee will be charged.

If you are having issues with your products after the repair and replacement period has passed, please contact Sterling Staves. We are happy to assist with advice and offer possible solutions,

GIFT VOUCHERS

Gift vouchers are valid for 3 years from the date of issue. Once expired, transactions will be declined and any unused value will not be refunded.

Vouchers can be redeemed for store items or custom orders.

Please treat your voucher as you would treat cash, anyone holding the gift voucher can use it to make purchases. It is non-refundable and cannot be exchanged for cash in part or full, and can’t be used to purchase other voucher/s.

Items purchased using a gift voucher are subject to our usual terms and conditions of sale: No refunds. Exchanges must be made within 14 days of purchase in original condition, with receipt.

RETURNS POLICY

As all items are custom made, returns are not available. Please don’t hesitate to contact us via sterling.staves@gmail.com if you have any problems or concerns. We’re here to help!

PRIVACY POLICY

Your privacy is important to us. We believe that the responsible use of personal information collected on this website is critical to our business objectives and reputation. As part of our commitment to privacy, we have adopted this online privacy statement.

Any information we collect in relation to you is kept strictly secured. We do not pass on, sell or swap any of your personal details with anyone. We use this information to identify your purchases, provide you with our monthly newsletter and to personalise your shopping experience with us—and that’s all.

Like all information gathered by Sterling Staves, information collected through this website is protected in accordance with our Privacy Policy. We may change this policy from time to time by updating this page. You should check this page occasionally to ensure you are happy with any changes. This policy is effective from August 2019

Collection of personal information

Sterling Staves’ primary purpose in collecting your personal information is to facilitate the smooth operation of Sterling Staves functions and activities, to enable you to make purchases from the online store, and to provide you with updates such as product launches, news, events and sales.

We may use your personal information to:
Facilitate online transactions for online shopping;
Enable you to quickly find information on products and services;
Create content that is most relevant to you; and
Alert you to any new product launch, news, events and sales that Sterling Staves offers

You have the right to either refuse to provide details about yourself or remain anonymous. But some products and services can only be provided if certain information is provided.

If you sign up for the mailing list, Sterling Staves will always allow you the chance to unsubscribe or opt-out of receiving any such emails if you do not wish to be contacted for this purpose. You may do so by emailing your request to: sterling.staves@gmail.com. Sterling Staves uses third party online software to administer this mailing list, which also includes an option to unsubscribe.