Refund Policy

We are committed to providing our customers with excellent products. Please read our policy carefully to understand your options for a refund or exchange.

 

1. Eligibility for a Refund

 

You can request a refund or an exchange for an order in the following situations:

  • Damaged Product: If you received an item that is broken, damaged, or not working.

  • Incorrect Product or Size: If you received a product that is different from what you ordered (e.g., wrong color, size, or model).

  • Missing Product: If your package has not arrived after 60 days from the shipping date (as confirmed by the tracking information).

In these cases, please contact us at info.sultaan.store@gmail.com with your order number and a clear explanation of the issue. You will need to provide photos or a short video of the damage so we can process your request.

 

2. Reasons Not Eligible for a Refund

 

A refund or exchange will not be possible for the following reasons:

  • 'Change of mind': You no longer want the product or have changed your mind.

  • Incorrect Address: You provided a wrong or incomplete address when placing the order.

  • Customs Duty/Taxes: You refused to pay your local customs duty or taxes.

  • Refused Package: You refused to accept the package upon delivery.

 

3. Refund Process

 

  1. Contact Us: Email us at info.sultaan.store@gmail.com with your order number, a detailed description of the issue, and supporting photos or videos.

  2. Review: We will review your request. This process may take 3 to 5 business days.

  3. Refund/Reshipment: If your request is approved, we will initiate a refund to your original method of payment. This may take 7 to 10 business days to appear in your account. If you prefer, we can arrange for a reshipment of the product at no extra charge.

 

4. Return Shipping Costs

 

In most cases, we do not require customers to return products. However, if a return is necessary, the customer will be responsible for the return shipping costs.