For laboratory research only · Not for human or veterinary consumption
Sterling Bio
STERLING BIO
Advanced bio solutions
0
Legal

Complaints Procedure

Last updated: 25 February 2026

We want every Sterling Bio customer to be satisfied with their purchase. If something has gone wrong, please use the procedure below — we treat every complaint seriously and aim to resolve them quickly.

1. How to raise a complaint

Contact us by any of the following channels with your order number and a brief description:

2. Our service levels

  • Acknowledgement — within 1 UK business day.
  • Initial response — within 3 UK business days, including any clarifying questions.
  • Resolution target — within 5 UK business days of acknowledgement. Complex cases (e.g. carrier investigation) may take longer; we will keep you updated every 3 days.

3. What we will need from you

  • Your order number (begins SB-) and the email used to place the order.
  • A description of the issue, with dates/times where relevant.
  • Photographs if the complaint concerns damage, packaging or incorrect items.
  • Your preferred resolution (refund, replacement, etc.).

4. Escalation

If you are not satisfied with our resolution, you may escalate as follows:

  • Card payments — you may raise a dispute or chargeback through your card issuer or directly through Worldpay's dispute process. Visa and Mastercard rules allow disputes up to 120 days from the transaction date.
  • Bank-transfer payments — contact your bank, who may assist with recall under the UK Faster Payments scheme rules.
  • General consumer advice — Citizens Advice (UK) on 0808 223 1133 or via citizensadvice.org.uk.
  • Online disputes (ODR) — EU residents may use the European Commission ODR platform if applicable.

5. Record keeping

We keep records of every complaint for a minimum of 2 years to identify trends and improve our service. Personal data within those records is handled under our Privacy Policy and the UK GDPR.

6. Merchant identity

Complaints should be addressed to Sterling Bio Ltd (Company No. 17209385, registered in England & Wales). Trading address: 128 City Road, London, EC1V 2NX, United Kingdom.

Made with Emergent