Informativa sui rimborsi
We accept returns of unworn clothing items with original tags and clear garment packaging with SKU label. We do not accept exchanges of any kind. Items sent back to us without first requesting a return will not be accepted.
Return requests must be initiated within 7 days (return window based on the exact time of delivery) of receiving all items in the order and shipped back to us within 7 days of submission to qualify for a full refund.
If it is a split package order, it will start from the time of the final package delivery date and time.
Orders returned without meeting the above criteria are subject to a 20% restocking fee or we may decline the entire return.
Shipping and handling charges are non-refundable.
Return shipping is the customer's responsibility unless it was a shipping error or a damaged item.
Once the return package is received and inspected for quality, we will email you to confirm what has been done with the order. Please allow us 5 - 7 business days from the day we receive the returned package to process.
We will email you after return has been processed to confirm what has been done.
CASES THAT WE MAKE REFUND:
1. Refund due to Quality Issues:
Common product quality issues include:
- Failure to possess the specified performance characteristics without prior explanation.
- Non-compliance with the product standards indicated on the product or its packaging.
- Non-alignment with the quality conditions indicated through product descriptions, physical samples, etc.
2. Refund due to Logistics Issues:
- External packaging and product damage upon arrival.
- Delivery of incorrect items or to the wrong address by the courier, etc.
CASES THAT WE DO NOT MAKE REFUNDS:
1. Refund due to Unjustified Returns by Consumers:
Unjustified returns refer to refunds and returns initiated by the customer's subjective will, unrelated to the quality of the product. We do not support refunds of this type.
Common unjustified returns include:
- Sudden change of mind by the consumer.
- Consumer dissatisfaction with the product's comfort level.
- Consumer realizing the size is incorrect after bringing the product home. (Please Note: The size may have 1-3cm difference due to manual measurement. which is normal).
- Consumer refusing the product upon delivery or returning it without providing any feedback, etc.
2. Order Delivered
We will not offer a refund or resend if the tracking info shows ‘order delivered.’
3. Package Unclaimed
If the package is unclaimed, it will be destroyed by the local carrier within 48 hours.
4. Tracking Information Alert
We will not offer a refund or resend if the tracking info alerts. The following reasons may cause the alert:
- Incorrect/insufficient Address
- Refused Package
- Customs Clearance
- Non-Existing Number
- Unknown Recipient
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Also, provide us photographic proof of the same. If the photo or video proof is not clear, the return request will be declined.
THE FOLLOWING DISPUTES WILL BE DENIED:
- No Tracking Info
We will deny your dispute if the tracking info expired. Generally, the post office will keep tracking information of the order for 180 days.
- Force Majeure
We will deny the dispute of any product damaged or shipping delay caused by the act of God, epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection.
- Others
We will deny the disputes caused by the following reasons:
a. The consumer does not like the product.
b. Item doesn’t match the listing description, such as inaccurate measurement.
c. Product smells unusual.
EXCEPTIONS/NON-RETURNABLE ITEMS
For sanitary reasons, all swimwear, footwear, bodysuits, intimates, jewelry, and beauty products are final sale and returns/exchanges of these items will not be accepted.
Unfortunately, we cannot accept returns on discounted/sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
An order cannot be canceled if it's already in processing status or shipped.
An order can usually be canceled within 24 hours of purchase, but it is not guaranteed. If an order can be canceled, you will see a "Cancel Order" button available.
If you do not see the "Cancel Order" button, your order is already being processed. Please note the warehouse works as quickly as possible to get you your items, so the grace period is brief.
Items sent back to us without first requesting a return will not be accepted.
If there was a refund processed, you will see it back onto your original form of payment within 2-3 business days, but times may vary depending on each bank.
You can always contact us for any return question at sultanfamily4@gmail.com.