Returns & Refund Policy
Our Commitment
At Sultanaire, we take immense pride in the quality of every watch we craft. Each timepiece is individually handcrafted and undergoes rigorous quality inspection before dispatch. We want you to be completely satisfied with your purchase.
Returns
We accept returns within 14 days of delivery, provided the watch is:
- In its original unused condition
- In its original packaging (wooden gift box, warranty and authenticity card)
- Free from damage, scratches, or signs of wear
- Accompanied by proof of purchase
Non-Returnable Items
The following items cannot be returned or refunded:
- Watches that have been engraved or personalised
- Watches showing signs of wear, damage, or alteration
- Watches returned after the 14-day return window
- VIP membership cards
How To Return
To initiate a return, please contact us within 14 days of receiving your order:
- Instagram DM: @sultanaire
- Email: sultanairewatches@gmail.com
Please provide your order reference number and reason for return. We will provide you with return instructions. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly sent.
Refunds
Once we receive and inspect your returned watch, we will process your refund within 5–7 business days. Refunds will be issued to your original payment method. Please note that original shipping costs are non-refundable.
Faulty or Damaged Items
If your watch arrives damaged or faulty, please contact us within 48 hours of delivery with photographs of the damage. We will arrange a replacement or full refund at no cost to you, including return shipping.
Exchanges
We do not offer direct exchanges at this time. If you wish to exchange your watch for a different model, please return your original order for a refund and place a new order.