Sterling

Returns, Refunds, and Exchanges Policy

Change of Mind:

We understand that sometimes a product may not meet your expectations. If the product is functioning properly but you wish to exchange or return it for personal preference or dissatisfaction, the following conditions apply:

• Exchange: You may exchange the item within 2 days from the date of delivery. The product must be in its original, unused condition with all original packaging and tags intact.
• Return & Refund: If you wish to return the item instead of exchanging it, you may do so within 2 days of delivery. The product must be in its original, unused condition with all packaging intact. Upon return, we will issue a full refund minus the original delivery charges.

Return Shipping Costs:
Customers are responsible for the return shipping fees, which will be based on the standard shipping rate.

Defective Products:

If the product you received is defective or damaged due to manufacturing faults, we will take responsibility and offer an exchange or refund. To facilitate this process, please contact us within 2 days of receiving the item, and we will assist you with the following options:

• Replacement: We will send a replacement for the defective item.

Return & Exchange Shipping Costs:
TGO will cover the return shipping costs and any associated delivery fees for defective products.
 

Payment Method:

In the event of a refund, we will issue the refund using the same method of payment used for the original purchase:

• Cash on Delivery (COD): If the order was paid via COD, we will process the refund in cash.
• Online Payments (Card Payments): If the order was paid using an online card payment, the refund will be issued back through the bank to the same card used for the original transaction

Bonus Point – Delivery Inspection:

To ensure your satisfaction, we recommend inspecting your items at the time of delivery. If a defect is identified immediately upon delivery, you may return the item directly to the delivery driver, and we will process an exchange on the spot.

Hygiene and Safety Considerations:

For the health and safety of our customers, we do not accept exchanges, returns or issue refunds for personal care items, including but not limited to:

• Hair dryers
• Nail kits
• Hair straighteners
• Hair brushes
• Beard trimmers

These items are non-returnable and non-refundable due to hygiene reasons.

Non-Returnable Items:

The following items are non-returnable and non-refundable:

• Items that are not in their original condition, are damaged, or missing parts not due to our error.
• Items returned more than 2 days after delivery.
• Personal care (Skin Contact) items (including hair, beard, nail, and skin care products and other related products).

Important Notice:

• Outlet Items: Items purchased from our Outlet section are not covered by long-term warranty, except in cases of defects or damage upon receipt. These products are shipped from Germany and do not have a local supplier in Lebanon. However, in certain cases, we may offer repair services or an exchange for spare parts if they are available in our warehouse.
• Outlet Item Returns: We do not accept exchanges or refunds for Outlet items after the 2-day return window has passed.

We strive to ensure your complete satisfaction with every purchase, and our team is available to assist you with any questions or concerns regarding your returns, refunds, or exchanges.

Thank you for shopping with us!