IMPORTANT: WE DO NOT ACCEPT EXCHANGES/RETURNS FOR ITEMS PURCHASED ON PROMOTION.
Exchanges at Sultan can occur for two reasons:
Customer change of mind (post-purchase regret)
Product warranty claim (if a manufacturing defect is detected)
1) Exchange due to change of mind (post-purchase regret):
The customer must contact us directly through the service channels listed in the footer of this website. Exchange requests must be made within 7 calendar days from the date of receipt. After this period, exchanges will not be accepted.
Additionally, the product must not be used, must have its original box, must include the invoice, and must be free of any damage or marks, as otherwise the warranty is void, subject to verification by the responsible department. All procedures for refunding the amount paid will only begin after the merchandise is returned and received, for the store’s security.
2) Exchange due to warranty claim, in case of manufacturing defect (following standard factory inspection procedures):
The customer must contact us directly through the service channels listed in the footer of this website.
Warranty claims must be requested within 1 year of the product’s invoice date, including photos of the product and the invoice for pre-analysis by the responsible department.
Once the customer service team authorizes the warranty process, the customer must send the complete product (even if the defect affects only part of it) in its original packaging, along with the invoice, for on-site factory inspection, which is handled by the responsible department and has a maximum response time of 4 business days.
After the inspection, if the defect is confirmed and exchange and/or repair is authorized, the resolution will take 15 to 30 calendar days. If the exchange or repair is not authorized due to no manufacturing defect, the product will be returned in the same condition, with the customer responsible for return shipping costs.
In case of confirmed defective products:
The customer may accept repair proposals, choose an exchange, or select one of the following options:
Exchange for the same product
Exchange for another product of the same value
Exchange for another product of lesser value and receive a refund or voucher for the remaining balance
Exchange for another product of higher value by paying the difference using the same payment methods available on the site
All options are subject to stock availability.
All exchange processes are managed by Sultan using the order number and service protocol. The customer must not send the product without prior authorization and protocol, as products sent without authorization will not be analyzed and will be returned to the customer without notice.
In case of cancellations or refunds, after authorization and refund request by Sultan, the payment processor is fully responsible for completing the refund. Currently, the payment processor is Mercado Pago.
For credit card purchases, the processor is not responsible for timing, and customers should check with their card issuer. Refunds usually take 30 to 60 days (on the same or next billing cycle). For boleto bancário and PIX payments, the payment processor may take up to 7 business days to process refunds.
