1. When Refunds Are Possible

You may be eligible for a full or partial refund if:

• The product received is damaged, defective, or leaking.
• You received a different item than what you ordered.
• The product is significantly different from its online description.
• There’s a manufacturing defect or visible damage on arrival.

Please reach out to us within 2 days of receiving the product to be eligible for a refund.

2. How to Request a Refund

To initiate a refund:

• Email us at support@sultanattar.com (or message us on WhatsApp) with:

(1) Your order number.

(2) Clear photos/videos showing the issue.

(3) A short note explaining the problem.

• Our team will review your request and guide you through the next steps.
• If a return is required, please send the product back to us — you must return it within 3 days from the date you contacted us.

Once we receive and inspect the returned item, we’ll process your refund.

3. Conditions for Returning Products

To qualify for a refund via return:

• The product must be in its original condition, unused, and sealed, with all packaging intact.
• It must be returned within 48 hours from the date you contacted us.
• The product should not show any signs of use, leakage, or tampering.

We may decline a refund if the returned item doesn’t meet these conditions.

4. Refund Method & Timeframe

• Refunds are available only for prepaid orders.
• For Cash-on-Delivery (COD) orders, refunds will be provided in the form of store credit or a replacement (as applicable).
• Once approved, refunds are processed to the original payment method within 5–10 business days (depending on your bank).
• You’ll receive a confirmation email once your refund is processed.

5. When Refunds Are Not Applicable

Refunds cannot be provided for:

• Used or opened products (including bottles whose seal or stopper has been removed).
• Products returned without prior approval or after the refund period.
• Personalized or limited-edition items.
• Items purchased during final sale or clearance events.

6. Partial Refunds

In special cases, we may issue a partial refund — for instance, if only one product in a multi-item order is affected. The amount will depend on the nature of the issue and product condition.

7. Our Promise

We aim to handle every refund request with empathy, fairness, and care. Our goal is to ensure you always feel valued and heard when you shop with Sultan Attar. If you ever face a problem, simply reach out — we’ll do our best to make it right.