Refund policy
We accept returns for all Sterra products and purchases within a 7-day return window. The 7-day period begins on the date of delivery, as indicated by the tracking number. Once a return is processed, we will refund the amount paid for the returned item, but we are unable to refund the original shipping cost.
To be eligible for a return, the item must be unused, with tags, and in its original packaging. To start a return request, please contact our team at hello@sterra.my sharing your order number, a photo of the package to be returned, the number of items to be returned and the return reason. A Sterra team member will respond to your return request within 48 hours with additional instructions. Please note that we are unable to provide a pre-paid return shipping label and the return postage cost will be covered by the customer.
Please contact us at hello@sterra.my with any questions. Thank you!
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
What is the Restocking Fee?
No Restocking fee
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@sterra.my
If you have any questions or require further assistance regarding the Return and Refund policy, please do not hesitate to contact our customer support team
Email: hello@sterra.my
Phone: 03-9078 5318
Address: Sterra Roadshow IPC LG1.PC05, (near Boost Juice) LG1 Floor,Ikano Power Centre (IPC) Shopping Centre, 2, Jalan PJU 7/2, Mutiara Damansara, 47800 Petaling Jaya, Selangor.