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Refund and Returns Policy

Al Sultana Beauty Store Last updated: 11/07/2026

At Al Sultana, every product we send is genuine, sealed and checked with care. If something isn’t right, we’re here to help. Please read this policy so you know exactly what to expect.

1. Our promise

We want you to be happy with your order. Because we sell dietary supplements and beauty products that are consumed or applied to the body, we follow strict health and hygiene rules on what can and cannot be returned. This protects the safety of all our customers.

2. Returns — eligibility

You may request a return within [7] days of receiving your order, provided the item is:

  • Unopened, unused and sealed in its original packaging,
  • In the same condition you received it, and
  • Accompanied by your order number or proof of purchase.

Returns requested after [7] days, or for items that have been opened or used, cannot be accepted for hygiene and safety reasons (see Section 3).

3. Items that cannot be returned

For health, safety and hygiene reasons, the following are non-returnable and non-refundable once delivered, unless they arrive damaged, defective or incorrect (see Section 4):

  • Any supplement, drink sachet, jelly, coffee or powder that has been opened, unsealed or partially used,
  • Any product with a broken safety seal or tampered packaging,
  • Items marked as final sale, clearance or promotional/free gifts,
  • Products past or near their expiry date due to delayed customer action.

4. Damaged, defective or wrong items

If your order arrives damaged, defective, or is not what you ordered, we will make it right — a replacement or a full refund, your choice.

Please contact us within [48] hours of delivery with:

  1. Your order number,
  2. A clear photo of the item and its packaging, and
  3. A short description of the issue.

Once verified, we’ll arrange a replacement or refund at no cost to you, including return shipping where a return is needed.

5. How to start a return

Message us before sending anything back:

Include your order number and the reason for the return. We’ll confirm whether your item is eligible and send you the return instructions and address. Please do not ship items back without contacting us first — unapproved returns cannot be processed.

6. Refunds

Once we receive and inspect your approved return, we’ll notify you of the outcome.

  • Approved refunds are issued to your original payment method within [7–14] business days (timing may vary with your bank or card provider).
  • The refund covers the price of the returned product(s). Original delivery charges are non-refundable unless the return is due to our error (damaged, defective or wrong item).
  • If you paid Cash on Delivery, refunds are issued by [bank transfer / store credit] to details you provide.

7. Exchanges

We’re happy to exchange an eligible unopened item for a different product or flavour, subject to availability. Any price difference will be charged or refunded accordingly. Contact us to arrange it.

8. Return shipping

  • If the return is due to our error (damaged, defective, or wrong item), we cover return shipping.
  • For change-of-mind returns of eligible unopened items, return shipping is the customer’s responsibility, and we recommend a tracked service, as we cannot be responsible for items lost in transit.

9. Order cancellations

You may cancel an order before it has been dispatched for a full refund. Once an order is on its way, our returns process above applies. To cancel, contact us as soon as possible with your order number.

10. Non-delivery or lost parcels

If your tracked order has not arrived within the expected timeframe, contact us and we’ll investigate with the courier and resolve it with you.

11. Contact us

Al Sultana Beauty Store WhatsApp: +971 50 202 0465 Email: contact@alsultana.me Based in: Dubai & Abu Dhabi, United Arab Emirates

This policy is provided in accordance with the UAE Consumer Protection Law (Federal Law No. 15 of 2020) and its regulations. It does not affect any statutory rights you may have. Al Sultana reserves the right to update this policy at any time; the version published at the time of your purchase applies.

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