Return & Refund

WHAT IS RETURN and REFUND POLICY?
There could be certain circumstances beyond our control where you could receive a damaged / defective product or a product that is not the same as per your original order. We will replace the product to your satisfaction at no extra cost. Unlike many other web sites that have special rules and lots of fine print, Sulano has a transparent and clear return policy.

In case the product received is the incorrect product, we would refund 100% of the product cost if we are informed immediately or within 7 days on receipt of the product. We urge you not to accept a product in this case. We will also bear the return shipping cost for any incorrect product delivered.

Conditions for return:

1.Please notify us of receipt of a Damaged / Defective product within a maximum of 24 hours after delivery.

2.Products/Items should be UNUSED.

3.Products should be returned in their original packaging along with the original price tags, labels and invoices.

4.It is advised that the return packaging should be strongly and adequately packaged so that there is no further damage of goods in transit.

5.Notify us of any manufacturing defects or product damages at the time of delivery or within 7 days from the date of delivery, and we will issue a brand new replacement to you at no extra cost.

HOW WILL I BE REFUNDED?
1.If you paid using Credit Card, the refund will be made to your Credit Card account. It may take up to 14 working days for the Credit Card refund, subject to the Bank’s processing time.
2.If you paid via the bank transfer method, you will be refunded within 3 working days.
3. Please ensure that all your refund options and details are indicated clearly to ensure our customer service team to resolve your issues on time.
4. Please contact us at support@sulano.com.my, or call us at 013-3712060, 10am – 5pm(Monday to Friday) with your request and we will see to it as soon as possible.

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