Return Policy

At Sultans Store, we understand that sometimes things don’t go as planned. We strive to provide a positive shopping experience, and if you’re not completely satisfied with your purchase, we’re here to help.

Refund/Replacement Eligibility

We accept refund or replacement requests under the following conditions:

  • Timeframe: Refund requests must be submitted within 30 days of receiving your order.
  • Product Condition: Returned items must be unused, in their original, unaltered condition (the packaging does not need to be intact).
  • Product Defects: Refunds or replacements are available only for products with defects caused by us, such as damage during shipping, poor print quality, etc.
  • Customer Responsibility: Refunds may not be approved if the issue arises due to the customer’s mistake, such as ordering the wrong size or color.

If your situation meets the above conditions, please follow the steps below to submit your refund request.

Refund Request Process

  1. Email your request to support@sultans-store.com with the following details:

    • Order number
    • Email address used for the order
    • Specify whether you prefer a refund or replacement
    • Include clear images or videos showing the defect and a description of the issue

    Note: Images should clearly show the defect and the product design to confirm it matches your order.

  2. Review Process: Once we receive your request, we will review it and respond via email. Please check both your inbox and spam folder.

  3. Approval/Denial: After we review your case, we will notify you via email if your request is approved or denied.

  4. Action Steps:

    • If your refund is approved, no further action is required. We will process the refund to your original payment method.
    • If you requested a product replacement, we will email you for replacement details. Please respond, and we’ll proceed with the exchange.

Important Notes

  • Refunds: Refunds cover only the product value, excluding shipping fees. For example:
    • If you bought a $50 item with a $10 shipping fee, you’ll be refunded $50.
    • If you purchased with free shipping, your refund will still be $50.
  • Refunds are processed within 3 business days after approval, and the credited amount will appear on your original payment method.

Delayed or Missing Refunds

If you haven’t received your refund yet, please:

  • Check your bank account first.
  • Contact your credit card company, as it may take time to officially post the refund.
  • If the refund hasn’t been posted, contact your bank.
  • If the issue persists, reach out to us at support@sultans-store.com.

Product Exchanges

If you would like to exchange your product, please email us at support@sultans-store.com after your return or replacement is approved. Include the following details:

  • Product model
  • Color
  • Size
  • Quantity

There are no additional fees unless you request a change in size.

Contact Us

If you have any questions or need further assistance, feel free to contact us:

  • Email: support@sultans-store.com
  • Address: 26819 Granite Valley Ln, Cypress, TX 77433, United States.
  • Support Hours: Monday - Friday / 9:00 AM - 5:00 PM (CT)

We’re here to assist you!