Return & Refund Policy

Return & Refund Policy

At Sultan Mart, we strive to provide high-quality clothing and fashion products and ensure that every customer has a positive shopping experience. Please read our Return & Refund Policy carefully before placing an order.

1. Return Eligibility

We generally do not accept returns or exchanges for items that customers no longer want, ordered by mistake, or wish to replace due to a change of mind, size preference, or personal preference.

However, we will review return or refund requests in the following circumstances:

  • The item arrives damaged.

  • The item has a manufacturing defect.

  • The wrong item, size, color, or product was delivered due to an error on our part.

This policy is subject to applicable consumer protection laws. Nothing in this policy limits any rights you may have under applicable law.

2. Reporting Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it.

If you receive a damaged, defective, or incorrect item, contact us within [number of days] days of delivery at [your customer service email address] or [your WhatsApp number].

To help us assess your request, please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs or a video showing the item and the problem.

  • Photographs of the packaging, if the packaging is damaged.

Please retain the item and its packaging until we have reviewed your request. We may request additional information when reasonably necessary to assess the issue.

3. Return Approval and Instructions

If your request is approved, we will provide instructions explaining how to return the item, where applicable.

Where a return is required because an item is damaged, defective, or incorrect due to our error, we will communicate the applicable return shipping arrangements in accordance with our policy and applicable law.

4. Refunds

Once the returned item has been received, where applicable, and inspected, we will notify you of the outcome.

If your refund is approved, it will be processed using the original payment method where possible, or another mutually agreed lawful method.

Refund processing times may vary depending on your payment provider, bank, or payment method. We will communicate the expected processing timeframe when your refund is approved.

Where required by applicable law, refunds will be issued within the legally prescribed timeframe.

5. Replacements and Exchanges

If you receive a damaged, defective, or incorrect item, we will assess the issue and, where appropriate, offer a replacement, exchange, repair, or refund in accordance with applicable law and the circumstances of the order.

Replacements are subject to product availability. If a replacement is unavailable, we will discuss an appropriate alternative or refund where required.

We do not generally offer exchanges for changes of mind, size preference, or personal preference, except where required by applicable law.

6. Non-Returnable Situations

Except where applicable law requires otherwise, we generally do not accept returns for:

  • Items that are not damaged, defective, or incorrectly supplied.

  • Items returned because the customer changed their mind.

  • Items where the customer selected the wrong size or color, provided the item supplied matches the order.

  • Items damaged after delivery through misuse, improper handling, or failure to follow care instructions.

This section does not exclude valid claims for manufacturing defects, incorrect deliveries, or other circumstances where customers have legal rights to a remedy.

7. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at [your customer service email address] or [your WhatsApp number].

Cancellation requests may not be possible once an order has been processed or dispatched. Any cancellation rights required by applicable law will remain unaffected.

8. Contact Us

If you have any questions about this policy or need assistance with a damaged, defective, or incorrect order, please contact us:

Store Name: sultanmart.store
WhatsApp: 03377431297


We appreciate your trust in our store and are committed to addressing genuine product issues fairly and in accordance with applicable consumer protection laws.