The exchange of merchandise at Sultan may occur for two reasons:
1) Withdrawal from the purchase (subsequent regret)
2) Activation of the product warranty (if a manufacturing defect is detected)
1) Exchange due to withdrawal from the order (subsequent regret):
The customer must contact us directly through the customer service channels listed in the footer of this website. The exchange must be requested within 7 calendar days from the date of receipt. After this period, we do not process exchanges.
Additionally, the product MUST NOT have been used, MUST NOT be without its original packaging, MUST NOT be without the invoice, and MUST NOT show any marks or damage, as this results in loss of warranty upon verification by the responsible department. It is important to emphasize that any refund process will only begin after the returned merchandise is received, for the store’s safety.
2) Exchange due to warranty activation, if a manufacturing defect is detected (based on standard factory analysis procedures):
The customer must contact us directly through the service channels listed in the footer of this website.
The warranty activation request must be submitted within 1 year from the issuance of the product invoice, along with photos of the product and the invoice for the department’s preliminary analysis.
Once the support team authorizes the opening of the warranty case, the customer must send the complete product (even if the defect appears only in one part), in its original box and with the invoice attached, for an in-person factory analysis conducted by the responsible department. This analysis has a maximum response time of 4 business days.
After the analysis is completed, if the defect is confirmed and the exchange and/or repair is authorized, we provide a resolution period of 15 to 30 calendar days. If the exchange or corrective measures are not authorized due to the absence of manufacturing defects, we return the product in the same condition, and the customer must pay the return shipping cost.
In the case of a product with a confirmed defect:
The customer may accept the repair suggestions, opt for an exchange, or choose one of the following options:
1) Exchange for the same product;
2) Exchange for another product of equal value;
3) Exchange for a product of lower value and receive a refund or voucher for the remaining balance;
4) Exchange for a product of higher value by paying the difference through any of the payment methods available on the website;
*all subject to stock availability.
Any exchange process is controlled by Sultan based on the order number placed on the website and the support protocol number. The customer may not send the product without prior authorization from the responsible department and without a generated protocol number; otherwise, the product will not be analyzed and will be returned to the customer without prior notice.
In cases of cancellations or refunds in general, after the authorization and refund request submitted by Sultan — which is the only procedure under our responsibility — the responsibility for completing the refund lies entirely with the contracted payment intermediary, currently NUVEM PAGO.
For credit card purchases, the intermediary also disclaims responsibility, instructing customers to follow up directly with their card issuer, which typically requires 30 to 60 days (in the same or next billing cycle) to return the funds. For purchases paid via boleto or PIX, the payment intermediary may take up to 7 business days to refund the customer.
All our rules related to these matters comply with the Consumer Defense Code, Law No. 8.078, of September 11, 1990, which is the official regulation for retail purchasing relationships for companies based in Brazil.
IMPORTANT: WE DO NOT PROCESS EXCHANGES/RETURNS OF ITEMS PURCHASED ON PROMOTION.
