First: In case you wish to exchange or return the product:
Customers of Al Sultan Store are entitled to exchange or return the product, provided that the product is packaged, in its original condition, unused, and includes all its contents, such as internal parts and images, as well as the inner box and product bag, within 7 days of the date of receiving the product. In this case, the customer will bear a fee of 23 riyals . The customer is also entitled to choose one of the following options after Al Sultan Store receives the product and confirms that it meets the conditions:
- Refund the product value via bank transfer, and this procedure takes 7-14 business days .
- Exchange the product for another product of the same value within 7-14 business days .
Second: In case of any manufacturing defect or damage to the product:
Customers of Al Sultan Store have the right to exchange or return a product that has a manufacturing defect or is damaged, provided that the product is unused with all its contents, including internal parts and images, in addition to the inner box and product bag, within 7 days from the date the customer receives the product. It is not possible to contact us regarding a manufacturing defect in the product after the product has reached the customer more than 7 working days. The customer also has the right to choose one of the following options after Al Sultan Store receives the product and confirms that it meets the conditions:
- Refund the product value via bank transfer, and this procedure takes 7-14 business days .
- Replace the damaged product with any new product of the same value within 7-14 business days.
Third: The following items are excluded from the exchange and return policy:
- Towels and bathrobes, for health reasons.
- Sleeping pillows.
- Bed and home fragrances.
- Products that have been used, washed, or are not in their original condition as they were when purchased.
- Shopping vouchers awarded through competitions.
Fourth: Package exchange and return policy:
- The customer has the right to exchange or return any package within 7 days of the date of receipt, with the customer bearing the return fee of 50 riyals.
- You cannot request a replacement or refund for just one product from a package containing several products; the entire package must be returned.
- If a product from the package has been opened or used, the customer is not entitled to a refund or exchange of the package.
- If the shipment arrives at our warehouse not properly packaged, it will be returned to the customer and they will bear the shipping costs again.
comments :
- The customer must repackage the shipment as it was received in order for the exchange or return request to be accepted, and photograph it for us after packaging.
- The customer shall not bear any shipping charges if the reason for the exchange or return is damage or a manufacturing defect.
- The customer must choose another product within 24 hours of the date the Sultan store receives the damaged product.
Shipping and delivery fees are non-refundable if the customer fails to receive the shipment, does not respond to the shipping company, or enters their information incorrectly, resulting in the shipment being returned.
- Delivery and cash on delivery fees are non-refundable.
Procedures for refunding funds:
The refund will be processed using the same method as your payment:
If you pay in cash, you will be contacted to transfer the amount to you.
If you pay by credit card, the amount will be refunded to your card.
If you pay via Tabby, Tamara, Imkan or MES Pay, the refund will be processed through the same payment method.
When will the refund be processed? The refund will be processed after the product has been received and inspected, within 14 business days.
We wish you a wonderful shopping experience
The Sultan Store team is at your service.
