Return Policy

Free 3 days Return

If you are not 100% satisfied with your purchase, you can ask for replacement by paying shipment charges and any cost differential will be refunded subject to that product should be sealed and box is not opened or used.

Just make sure to contact us within 3 days from the day your order is delivered, and ensure that the item is in its original packaging, unworn and in the same condition you received it.

If the item you have received is damaged, defective or not as described on the website, you will opt for a full refund or replacement of product along with any shipping fees incurred.

Products that are purchased in promotion offers or special discounts are not entitled for replacement and refunds.

After 3 days of delivery of product Sullaria is not obligated to any refund or replacement request but will decide on case to case basis.

No charge back will be claimed based on benefit of product as it depends on individual's body condition and is not always same for everybody.


To return the item

FAQ

  • I received a defective/damaged item, can I get a refund?
  • In case the item you received is damaged or defective, you could return an item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund along with any shipping fees incurred.

  • I received a wrong item, how can I return it?
  • We apologize that you received a wrong item. In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will process the replacement of product along with Free 3 Day Returns

     Just make sure to contact us within 3 days from the day your order is delivered, and ensure that the item is in its original packaging, unworn and in the same condition you received it.

    If the item you have received is damaged, defective or not as described on the website, you will receive a full refund along with any shipping fees incurred.

  • I have changed my mind; can I return what I have bought?
  • Yes you can. We fully understand that sometimes you might change your mind regarding your purchase. If you change your mind before receiving your item, just call us to cancel your order and we will process the replacement of product along with any shipping fees incurred. If you wish to return the item after receiving it, you have up to 3 days to return them, so long as the item is
    (a) not listed in the non-returnable list
    (b) not Clearance Items clearly marked as such and displaying a No-Return Policy
    (c) in the same condition as received and with the original packaging box and/or packaging. In all circumstances, you can contact our Customer Service Team ((+971) 4 265 7220) or through the Contact Us page for a replacement of an item or refunds.

  • What if I bought the item from outside UAE through international shipping service offered by Sullaria.com and I want to return it?
  • In case you have bought the item from one of the GCC countries excluding UAE through international shipping you will be able to drop the item to the nearest shipment station and they will handle returning the item back under  the refund policy.

  • What are the items that cannot be returned?
  • The items that cannot be returned are-
    - Clearance items clearly marked as such and displaying a No-Return Policy
    - When the offer notes states so specifically are items that cannot be returned.

    Any consumable items that are used or installed cannot be returned. As outlined in consumer Protection Rights and concerning section on non-returnable items.

  • How long does it take the courier to collect the returned items?
  • Typically, Courier representative will contact you within 3-5 days from the day you requested a return. However, it might sometimes take up to two weeks for a courier to collect the item.

  • Can I schedule time with the courier to return an item?
  • At the moment, you will not be able to contact the courier company directly. However, once our courier representative contacts you to schedule the time for the pick-up of a return item, you may provide your preferred timings to them.

  • Can I return my item after 3 days?
  • As per our Returns policy, you can return an item within 3 days and receive a full refund or replacement as per policy.

    There may be situations in which you were not able to return items within the 3 days, in such cases please contact our Customer Service Team ((+971) 4 265 7220) or through the Contact Us page and file a complaint. Complaints are handled on case by case basis. However, all acceptable returns as per Consumer Protection Laws will be honored outlined duration.

  • How can I receive refund to my credit card?
  • Refunds on your purchase are done seamlessly after we receive the return item. If you have paid through electronic means (Credit or Debit card) then the money would be refunded to your card, but depending on individual’s bank requirements, the amount may take up to a month to reflect in your card statement or Cash U .

  • I paid through Cash on Delivery, how can I receive refund for an item?
  • Refunds on your purchase are done seamlessly after we receive the return item. If you have paid through Cash on Delivery (COD) or then the money would be refunded in the form of Sullaria credit and will be credited to your Sullaria Account balance. From your Sullaria Account balance, you can either easily make new purchases on www.sullaria.ca or simply transfer the credit balance to your personal bank account. For security purposes, the name on the bank account and on your Sullaria account must be the same.
    Making a purchase less than or equal to the available Sullaria wallet balance: If the total amount of your new purchase including the shipping charges is less than or equal to your available Sullaria wallet balance, the system will advise you that there is enough balance in your Sullaria wallet. You will then need to click on "Place Order" and the amount for your new purchase will be deducted from your available Sullaria wallet balance.

  • Making a purchase more than the available Sullaria wallet balance: If the total amount of your new purchase including the shipping charges is more than your available Sullaria wallet balance, you will need to choose an online payment method (Credit Card / PayPal / Cash U) to pay the difference, to complete your purchase. The system will then deduct the available amount from your Sullaria wallet balance and the remaining outstanding amount will be charged to the chosen online payment method (you are unable to pay any difference in the amount by Cash on delivery). If Your chosen payment method is Cash on Delivery, the full amount will need to be paid to the courier, no amount will be taken from your sullaria wallet credit.

  • Can I Replace or Exchange an item rather than a refund?
  • Yes Sullaria does offer replacement or exchange of an item; you can return an item and receive a replacement. Please contact our Customer Service Team ((+971) 4 265 7220) or through the Contact Us page to get assistance on refund process.

  • I lost the Original Packing in which I received the item, how can I still return it?
  • We accept return of item only if it is in the original box and/or packaging intact with all labels and barcodes on it, however in this case, please contact our Customer Service Team ((+971) 4 265 7220).

  • Can I return an item through my courier company or personally drop it anywhere?
  • At the moment, the item can be returned to us only through one of our assigned courier services who would contact you within 3-5 days from the day you requested a return.

  • Who pays for the shipping charges, when I return an item?
  • You can return an item for FREE if damaged or sub standard only; if you want to replace then you have to pay for shipment. Sullaria pays for all the shipping charges and will refund your amount or replace product as per policy.

  • Where can I find the pre-paid shipping label / Air Waybill?
  • Once you place a request to return an item , the pre-paid shipping label / Air Waybill will be sent to you in your email to ensure you can return the item for FREE.

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