Refund and Returns Policy

Welcome to Sultana-jo.com. Please read our refund policy carefully before placing your order.

Overview

Due to the perishable nature of food, we do not accept returns or offer refunds for any food or beverage items once they are prepared and delivered.

However, your satisfaction is important to us. If you experience any issues with your order that are clearly due to a mistake on our part (such as incorrect items, missing items, or significantly late delivery), we will gladly investigate and offer a replacement or refund as appropriate.

Exceptions – Our Mistake

Refunds or replacements may be offered in the following cases:

• You received the wrong item(s)
• Your order was missing an item that was confirmed and paid for
• Your order was significantly delayed due to our error
• The food was not prepared to your selected options (e.g., portion, rice type)

If any of these apply, please contact us immediately within 2 hours of receiving your order with your receipt, order number, and a clear description or photo of the issue.

Non-Refundable Items

We do not offer refunds or returns for:

• Food or drinks that have been delivered correctly
• Items that were not consumed due to personal taste or change of mind
• Delays caused by external factors such as traffic or weather
• Orders submitted with incorrect information (e.g., wrong address or phone number)

Refunds (If Approved)

If your claim is approved, your refund will be processed and applied to your original method of payment within a certain number of business days.

Late or Missing Refunds

If you haven’t received a refund yet:

1. First check your bank account again.
2. Then contact your credit card company — it may take some time before your refund is officially posted.
3. Next, contact your bank.

If you’ve done all of this and still have not received your refund, please contact us at info@sultana-jo.com