Refund policy

At Sultan&Co, customer satisfaction is our priority. We carefully inspect every order before it is shipped. If you receive a damaged, defective, or incorrect item, we are here to help.

By placing an order with Sultan&Co, you agree to the terms outlined in this Return & Refund Policy.

1. Return Eligibility

You may request a return if:

  • You receive the wrong product.
  • Your product arrives damaged or defective.
  • You receive an item that is significantly different from what was ordered.

To be eligible for a return:

  • The request must be made within 7 days of receiving your order.
  • The product must be unused, unworn, and in its original condition.
  • All original tags, labels, accessories, and packaging must be included.
  • Proof of purchase (such as your order number) is required.

2. Non-Returnable Items

For hygiene, safety, and quality reasons, the following items cannot be returned unless they arrive damaged or incorrect:

  • Personal care and beauty products
  • Undergarments
  • Opened consumable products
  • Gift cards
  • Clearance or final sale items
  • Any product damaged due to misuse, improper handling, or normal wear and tear

3. Return Process

To request a return:

  1. Contact Sultan&Co within 7 days of delivery.
  2. Provide your order number, a description of the issue, and clear photos of the product (if damaged, defective, or incorrect).
  3. Our support team will review your request and provide return instructions if your request is approved.

Returns sent without prior approval may not be accepted.

4. Refunds

Once we receive and inspect the returned item, we will notify you of the status of your refund.

If approved, your refund will be processed within 7–10 business days.

Since Sultan&Co operates on a Cash on Delivery (COD) basis, approved refunds will generally be issued through one of the following methods:

  • Bank transfer
  • Mobile wallet (such as JazzCash or Easypaisa)
  • Store credit (where mutually agreed)

The refund method will be confirmed with you before processing.

5. Exchanges

If you receive a damaged, defective, or incorrect item, Sultan&Co may offer a replacement instead of a refund, subject to product availability.

6. Return Shipping

  • If the return is due to an error by Sultan&Co (wrong, damaged, or defective item), we will bear the return shipping costs.
  • If the return is requested for any other approved reason, the customer may be responsible for the return shipping charges.

7. Order Cancellation

Orders may be cancelled before they are dispatched.

Once an order has been shipped, cancellation requests may not be accepted.

Repeated fake orders or refusal to accept confirmed COD deliveries may result in future orders being declined.

8. Refused Deliveries

If a customer refuses to accept a confirmed order without a valid reason, Sultan&Co reserves the right to refuse future Cash on Delivery orders from that customer.