Refund policy

We want every Siero Trade device to feel like the right choice after it arrives. Our 60-day money-back guarantee gives you time to request a return of an eligible product if it is not right for you. The guarantee is additional to your statutory rights.

Your 60-day return window

Contact us within 60 days of receiving the item to request a return. Please provide your order number, the product you wish to return and a short explanation so we can arrange the next step.

Under this voluntary guarantee, the item should be in good condition and should not have excessive damage caused by misuse or improper handling. Include its original packaging whenever possible. A missing box does not, by itself, remove a statutory right to a remedy.

Please contact us before sending a parcel. We will provide the appropriate return instructions and destination. Our registered office is not automatically the return address for your order.

Items outside the voluntary guarantee

The extended 60-day guarantee may not cover a product clearly identified as final sale before purchase, a personalised or custom-made item, an item damaged through misuse, or a return sent without first contacting us. These conditions apply to our additional guarantee only: they do not remove legal rights relating to faulty or misdescribed goods, or a cancellation right that applies by law. A sale price alone does not take away those rights.

Who pays for the return?

For a change-of-mind return under the extended guarantee, the customer may need to pay the return delivery cost. We will explain the arrangement before you send the item. Where goods arrived damaged or have a verified manufacturing defect, we arrange or cover the appropriate return cost. We also cover return costs where required by law, including for an incorrect item supplied by us.

Inspection and refunds

When your return arrives, we assess it and confirm the outcome by email. An approved refund is sent to the original payment method, normally within several business days. Your bank or payment provider may take additional time to display the credit. Applicable statutory refund deadlines take priority over this general processing estimate.

UK and EEA cancellation rights

Where distance-selling cancellation rights apply, you may notify us that you wish to cancel within 14 days after receiving your goods, without giving a reason. You then generally have a further 14 days to send them back. Relevant legal exceptions, such as certain personalised goods or opened sealed hygiene products, may apply.

For a valid statutory cancellation, we refund the amounts legally due, including the cost of standard outbound delivery. An additional charge for an upgraded delivery option need not be refunded. We may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever occurs first, as the law allows. We issue the refund within the applicable 14-day deadline. You may inspect goods as you would in a shop; a deduction for diminished value is only made where legally permitted for handling beyond what is necessary to check them. You pay the direct return cost for a change-of-mind cancellation where this was disclosed, unless we agreed otherwise.

You can cancel by email, telephone or another clear statement. If useful, copy this form into your message: “I give notice that I cancel my purchase of [items], ordered on [date], received on [date]. Order number: [number]. Customer name: [name]. Customer address: [address]. Date: [date].” A signature is needed only if you send the form on paper. Using this wording is optional.

A damaged, incorrect or faulty item

Tell us as soon as you discover the problem. Include your order number, a description and, where practical, photos or a short video. We will assess the issue and arrange an appropriate remedy, which may include repair, replacement, replacement parts or a refund, depending on the circumstances and your legal rights. Sending evidence helps us investigate; it does not replace your statutory protections.

Warranty support

Our products include a one-year warranty against manufacturing defects, beginning on delivery. Contact us with your order number and details of the issue. Depending on the problem, we may arrange troubleshooting, repair, replacement or another appropriate remedy. Accidental damage and ordinary wear are outside this additional warranty. This cover sits alongside, and does not reduce, your statutory consumer rights. The 60-day return window is separate from warranty support.

Start a return

Contact Siero Trade LTD, company number 17465993, at support@sierotrade.com or +44 20 7896 9981. Our registered office is Office 21016, 182–184 High Street North, East Ham, London E6 2JA, United Kingdom. Please obtain return instructions before posting goods there.