Cancellation & Refund Policy

How cancellations and refunds work depends on whether you ordered as an individual consumer or as a registered business. See the relevant section below.

A. Consumer (B2C) orders

Cooling-off and cancellation before dispatch

You may cancel your order for any reason at no cost any time before it is dispatched, by contacting hello@sultan.mu with your order number. We will refund any payment already received in full.

Returns after delivery

You may return unopened, unused items within [X DAYS — TO CONFIRM] of delivery for a refund, minus the original delivery fee. You are responsible for return shipping unless the goods are faulty or not as described. Because our products are sealed food and beverage items, this right does not apply once a bottle, pack, or case seal has been broken, for hygiene and safety reasons.

Faulty or damaged goods

If an item arrives damaged, faulty, or different from what you ordered, contact us within [X DAYS] of delivery, ideally with a photo, and we will replace it or refund it in full, including delivery cost, at no charge to you.

Refund method and timing

Refunds are made by bank transfer or MCB Juice, back to the account or number you paid from, within [X BUSINESS DAYS] of us approving the refund.

B. Business (B2B) orders

The consumer cooling-off right above does not apply to commercial orders placed under our Business Terms & Conditions.

• Cancellations must be requested before dispatch, or before production begins for made-to-order volumes, to avoid any charge
• Orders cancelled after dispatch may incur a restocking fee of [X%] and recovery of freight costs already incurred
• Confirmed bulk or custom-volume orders may be marked non-cancellable at confirmation, as stated on the order
• Shortages, damage, or quality issues must be reported within the inspection window in our Business Terms; genuinely faulty stock is replaced or credited in full regardless of that window

How to request a cancellation or refund

Email hello@sultan.mu or call +230 5 000 0000 with your order number and the reason for your request.