Return and Exchange Policy – Sultan Home Supply

Sultan Home Supply offers a 14-day return policy on products. To start a return or exchange, you can contact us at info@sultanhomesupply.ca.
Please provide your invoice number for proof of purchase, include all relevant product details in your email, and clearly state the reason for the return or exchange.

Approval and Restocking Fee

All returns, exchanges, and cancellations must be approved by Sultan Home Supply prior to returning any merchandise. Approved returns are subject to a minimum 25% restocking fee.

Return Eligibility

To be eligible for a return or exchange:

Products must be in original condition, with original packaging, and in resalable condition.
All returns and exchanges must be pre-approved before merchandise is returned.
Items returned without approval will not be accepted or processed.

Non-Returnable Items

The following items are not eligible for return or exchange under any circumstances:

Installed products
Custom-made or custom-finished items
Clearance, final sale, or discounted products
Special order merchandise
Sanitary products such as used sinks, toilets, bathtubs, etc.

If you are unsure whether your item qualifies for return or exchange, please contact us before purchase or installation to clarify.

Damages and Shortages

For order delivery, we collaborate with leading logistics companies, ensuring that each shipment is insured to protect against unforeseen circumstances. However, it is the customer's responsibility to inspect all goods before signing any delivery documentation.

Upon receiving your order:

Thoroughly inspect the products for damages, defects, or discrepancies.
If any issues are found, they must be immediately documented on the delivery form.
Clearly indicate that the goods were received in a damaged condition and provide a detailed description of the problems.

This documentation is required for initiating a claim with the shipping provider and for any form of compensation.

Please note:
Signing the delivery documents without proper inspection automatically transfers all responsibility to the customer, and eliminates the possibility of making claims against the logistics provider for damaged goods.

Additionally, Sultan Home Supply does not bear responsibility for the actual delivery process. While we work only with reliable, insured logistics partners, any delays, mishandling, or failures during transportation are beyond our direct control.

We strongly recommend following these procedures to protect the integrity of your purchase. If you have any questions or require guidance, our support team is here to help.

Exchanges

The fastest way to ensure you get the item you want is to return the item you have (with approval), and once the return is accepted, place a separate new order for the replacement item.

Refunds

All returned items will be sent back to the respective manufacturers, where they will be inspected for return approval. Only once the manufacturer has approved the return will we issue a credit for the returned items.

Please note:

The return process may take additional time depending on manufacturer processing times.
All return shipping costs and tracking responsibilities fall on the customer.
Items returned to us without a return request will not be accepted or refunded.

Transactions

Refunds are strictly issued only to the original form of payment used during the initial transaction. Once approved:

Refunds may take up to 6 business days to appear in your account, depending on your bank or payment provider.

Policy Changes

The terms and conditions of Sultan Home Supply’s Return and Exchange Policy are subject to change without notice. We advise customers to review the policy prior to each purchase.

Contact Us

If you have any questions, concerns, or need assistance with your return or exchange, our customer support team will be more than happy to help.

📞 Phone: +1 (437) 452-8008
📧 Email: info@sultanhomesupply.ca
📍 Address: 1616 Matheson Blvd Unit #16, Mississauga, ON L4W 1R9, Canada

Your cart is currently empty.