Refund Policy

Last Updated: November 1, 2023

At Sultan's Kitchen, we are committed to ensuring your complete satisfaction with your purchase. We understand that sometimes a product may not meet your expectations or may arrive damaged. This Refund Policy outlines the conditions and procedures for returns and refunds for products purchased from our website.

Return & Refund Conditions

You may return most new, unopened items within 30 days of delivery for a full refund. We also accept returns of opened items within 14 days of delivery if the product is defective, damaged during shipping, or if it significantly differs from what was described on our website.

To be eligible for a return, your item must meet the following conditions:

  • The return request must be made within the specified timeframe (30 days for unopened items, 14 days for defective/damaged items)
  • The item must be in its original packaging where possible
  • You must have the receipt or proof of purchase
  • The item must not be used or damaged by you (except for reporting defects)
  • For food products: unopened and with intact seals
  • For cookware: unused and with all original packaging and accessories

Items not eligible for return:

  • Perishable goods such as food products, once opened
  • Gift cards
  • Downloadable products
  • Personalized or custom-made items
  • Items marked as "Final Sale" or "Non-Returnable"

Refund Process

Once we receive your returned item, we will inspect it to determine if it meets our return policy conditions. We will notify you of the approval or rejection of your refund.

If your return is approved:

  • For credit/debit card payments: We will initiate a refund to your original payment method
  • For other payment methods: We will arrange an appropriate refund method

Refunds typically take 5-10 business days to appear in your account, depending on your payment provider's processing times. For credit card refunds, it may take one complete billing cycle for the refund to appear on your statement.

Return Shipping

You will be responsible for paying the return shipping costs unless the item received was defective, damaged, or significantly different from what was described on our website. In such cases, we will provide a prepaid return shipping label or reimburse your return shipping costs.

Please note that the original shipping costs are non-refundable unless the return is due to our error (you received an incorrect or defective item).

How to Request a Return

To initiate a return, please follow these steps:

  1. Contact our customer service team at [email protected] or call +449849556338
  2. Provide your order number, the items you wish to return, and the reason for the return
  3. Our team will review your request and provide you with return instructions, including a Return Authorization Number (RAN)
  4. Package the item securely with all original components and include the RAN in your package
  5. Ship the package to the address provided in the return instructions

We recommend using a trackable shipping service and purchasing shipping insurance for valuable items, as we cannot be responsible for items lost or damaged during return shipping unless you use our prepaid return label.

Exchanges

If you need to exchange an item for a different size, color, or product, please follow the return process described above and place a new order for the desired item. This ensures the fastest processing time for your exchange.

Damaged Items in Transit

If your package arrives damaged:

  1. Take photos of the damaged packaging and products
  2. Contact us within 48 hours of delivery
  3. Provide your order number and the photos of the damage
  4. We will arrange for the return and replacement of the damaged items

Late or Missing Refunds

If you haven't received your refund within 10 business days after our confirmation email, please check your bank account again and then contact your credit card company or bank, as it may take some time for the refund to be officially posted.

If you've done this and still have not received your refund, please contact our customer service team at [email protected].

Sale Items

Only regularly priced items may be refunded; sale items cannot be refunded unless defective or significantly different from their description.

Gift Returns

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send the refund to the gift giver.

Changes to This Policy

We may update our Refund Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last Updated" date. You are advised to review this policy periodically for any changes.

Contact Us

If you have any questions about our Refund Policy, please contact us at:

Sultan's Kitchen
39 Joshua Fords
Bellmouth LU7 4SW
United Kingdom
Email: [email protected]
Phone: +449849556338