Sterling’s primary goal is customer satisfaction. We strive to ensure that every order is correct and delivered safely. However, if you receive a product that needs to be returned, we will try our best to accommodate you. Please read the following guidelines before initiating a Return Merchandise Authorization (RMA) request. Note that some product may not be returned per the manufacturer and Sterling reserves the right to deny any return.
Any item returned to the manufacturer must have an RMA number assigned to it. Any item returned without an RMA number will be rejected and sent back to you at your cost. Items must be returned to the manufacturer within 10 days after receiving an RMA number.
All product must be factory sealed in the original manufacturer’s packaging in new condition with no signs of use and include all components, cables, manuals, software and accessories. All returns must have the RMA number on the shipping label. Please do not write on manufacturer boxes. Return shipping costs must be prepaid by the customer and the return shipment must have tracking.
Defective Product Returns
If you receive a defective product, please contact Sterling within 30 days of receipt of shipment to arrange a return. Please be prepared to describe why the product is defective and the reason for the return.
Return shipping for defective products will be the responsibility of Sterling. However, proper packaging for a return shipment will be the responsibility of the customer.
Non-Defective, Open Box Product Returns
Non-defective, open box items are non-returnable.
Incorrect Product Returns
If you receive an item that does not match your original order, please contact Sterling within 30 days of receipt of shipment to arrange a return. Return shipping for incorrect product will be the responsibility of Sterling. However, proper packaging for return shipment will be the responsibility of the customer.
Customer error will result in customer expense for return shipping and subject to a re-stocking fee, if returnable.
Item Damaged in Shipment
If you receive an item that is damaged in shipment, please contact Sterling within 7 business days of receipt of shipment to arrange a return. Please be prepared to describe the condition of the product and the packaging when you received it. Also, we may ask you to provide photos of the shipment to provide to the shipping company.
If possible, you may refuse delivery, or please have a note of the damage mentioned on the receipt from the delivery service.
Sterling tries to accommodate every customer request; however, there are certain items that cannot be returned. These items include:
- Custom Configured or Special Order Systems
- Electronic Licenses
- Service Contracts or Extended WarrantieS
- Opened Memory
- End-of-Life Product
- Certain Items at the discretion of the Manufacturer
Cross Shipment of Returns
Sterling will ship a replacement item at your request after the original item is received by the manufacturer. Only at the discretion of Sterling will we cross-ship replacement items. Alternatively, you may place another order for a replacement product at any time. However, you are responsible for the payment of the replacement item. Credit will not be applied until the original item is received.