IMPORTANT INFORMATION ABOUT COVERAGE, WARRANTIES, AND CARE OF SULTAN PRODUCTS
Sultan values the quality, excellence, and durability of its products. To ensure the best possible user experience and proper preservation of each product, it is essential that all customers are aware of the warranty conditions, coverage limitations, and care requirements for the proper handling, cleaning, and sanitization of the products.
Below are the main guidelines and conditions that must be observed.
1. WARRANTY PERIOD AND CONDITIONS
Warranty period: all Sultan products are covered by a 90 (ninety) day warranty, counted from the date the product invoice is issued.
Proof of purchase: no warranty claim may be reviewed or processed without a valid invoice, as this document is essential to verify the purchase and determine the applicable warranty period.
Products made from fragile materials: products manufactured with naturally fragile materials, such as glass and porcelain, are not covered by the warranty. If a product arrives broken or damaged to the recipient, we recommend refusing the delivery at the time of receipt, thereby avoiding acceptance of a product that already shows damage.
Incidents and cosmetic damage: purely cosmetic changes that do not compromise the functionality or use of the product are not covered by the manufacturer's warranty, since no finish becomes damaged on its own and there is no possible control or tracking mechanism to identify or assign responsibility for such damage. This condition is established primarily because all Sultan products undergo strict quality control and leave our factory in perfect condition.
Examples of cosmetic damage not covered by the warranty. This category includes, among other occurrences:
Issues related to the paint and finishes of the products;
Small air bubbles present in glass vases;
Cosmetic irregularities in handcrafted ceramic products;
Oxidation or rust on magnets;
Changes in tone and color of stainless-steel components resulting from use.
2. CLEANING AND SANITIZATION GUIDELINES
Sultan products are manufactured using materials and finishes that require specific care. The use of improper cleaning methods may compromise their appearance, condition, finish, and service life.
To preserve the integrity of the products, strictly follow the guidelines below:
Do not wash or scrub the products with sponges. Use only cleaning brushes specifically designed for hookahs and accessories, intended for cleaning the internal parts of the products. These brushes must not be used on the exterior surfaces of the products or on their finishes.
Do not use corrosive or abrasive cleaning products. The use of bleach, polishing compounds, removers, or similar products is prohibited, as these substances may damage the materials and compromise the original finishes.
Use only neutral detergent when a cleaning product is necessary.
Completely dry all parts after cleaning and sanitization. Before using the hookah, make sure that all components are completely dry.
Never use damp or wet components. The use of components that still contain moisture must be avoided. Complete drying must be ensured before each use.
Following these guidelines is essential for the proper preservation of the products and for preventing damage caused by improper cleaning and maintenance procedures.
3. COLOR AND TONE CHANGES IN ANODIZED ALUMINUM AND STAINLESS-STEEL COMPONENTS
All anodized aluminum and stainless-steel components may experience changes in tone or color over time, especially as a result of direct contact with charcoal and exposure to the conditions associated with hookah use.
These changes are considered normal by the manufacturer and are inherent characteristics of these materials under normal conditions of use. Therefore, when they do not compromise the functionality of the component, they do not, by themselves, constitute a manufacturing defect or grounds for a warranty claim.
To preserve the finishes for as long as possible, we recommend strictly following the cleaning, sanitization, and care instructions described in this document and in each product's manual.
4. MAGNETS, OXIDATION, AND PERIODIC REPLACEMENT
All magnetic components used in Sultan products are manufactured with neodymium-based material rather than stainless steel.
For this reason, these components are susceptible to oxidation, particularly depending on conditions of use, cleaning, humidity, and storage. The occurrence of oxidation on magnets is a characteristic related to the material used and should be taken into consideration when maintaining the products.
As with sealing gaskets, magnets are components that require periodic replacement, depending on their condition and the conditions under which they are used.
Regular inspection, replacement, and maintenance of these components are important to preserve the proper functioning of the products and extend their service life.
5. HANDLING, CARE, AND USER RESPONSIBILITY
All Sultan products are premium products, developed with materials and finishes that require specific care when handling, cleaning, sanitizing, and maintaining them.
The durability, aesthetic preservation, and proper functioning of the products depend not only on manufacturing quality but also on proper use and compliance with the recommendations provided by the manufacturer.
For this reason, we recommend that all customers consult our official customer service channels, social media platforms, and YouTube channel for detailed information regarding the proper use and care of each product.
The user and care manuals provided with the products should also be read and consulted carefully. Depending on the product, they are provided either in printed form or via QR code and contain important instructions for the proper use and maintenance of each component.
Our YouTube channel features a wide variety of informative videos, demonstrations, and guidance on the use, cleaning, and care of Sultan products.
It is essential that all customers familiarize themselves with the characteristics, warranty conditions, and specific care requirements of each product before using it for the first time.
Understanding and following these guidelines are essential to preserving product quality, preventing damage resulting from improper handling or cleaning, and ensuring a satisfactory user experience.
For customer service, contact us via WhatsApp: +55 11 2897-4090 or by email at [email protected] and [email protected].
Sultan — quality, care, and excellence in every detail.
