Refund policy
SultanZ Foods — Return & Refund Policy
1. Our Commitment
At SultanZ Foods, we take pride in delivering premium-quality organic mangoes, carefully packed in eco-friendly 5 Kg boxes and shipped across Pakistan. Customer satisfaction is our top priority. If you are not fully satisfied with your order, we are here to help.
2. Eligibility for Return or Refund
You may request a return or refund under the following conditions:
- The mangoes received are significantly damaged, rotten, or spoiled upon delivery
- You received the wrong product
- The wooden box is severely damaged during transit, affecting the product inside
- The order was not delivered within the promised timeframe with no valid reason provided
3. Non-Returnable Conditions
Returns or refunds will not be accepted in the following situations:
- Minor natural blemishes on mango skin that do not affect taste or quality (this is normal for organic fruits)
- Damage caused by improper storage by the customer after delivery
- Return requests made after 24 hours of receiving the order
- Change of mind after delivery
4. Time Limit for Claims
All return and refund requests must be submitted within 24 hours of delivery. Due to the perishable nature of fresh mangoes, we are unable to process claims raised after this window.
5. How to File a Claim
To raise a return or refund request, please follow these steps:
- Contact us via WhatsApp or call us at our customer support number within 24 hours of delivery
- Provide your order number, full name, and delivery address
- Share clear photographs or a short video of the damaged or spoiled mangoes and the wooden box
- Our team will review your claim within 1–2 business days
- Once approved, we will process your refund or arrange a replacement
6. Refund Options
Upon approval of your claim, you may choose one of the following:
- Full or partial refund credited back to your original payment method (bank transfer, JazzCash, EasyPaisa, or cash on delivery adjustment) within 3–5 business days
- Replacement delivery of the same product at no extra cost, subject to availability
7. Return of Physical Product
In most cases, you will not be required to return the wooden box or mangoes. However, for certain claims, our team may arrange a pickup at no cost to you. Do not dispose of the product until our support team advises you to do so.
8. Damaged Wooden Box
Our wooden boxes are designed for safe transit. If the box arrives structurally damaged and has compromised the mangoes inside, this qualifies for a full claim. Minor surface scratches on the wooden box that do not affect the product are not grounds for a refund.
9. Contact Us
For any return, refund, or order-related queries, please reach out to us:
SultanZ Foods Customer Support 📞 WhatsApp: 0370-6070015📧 Email: info.sultanzfoods@gmail.com🕐 Support Hours: Monday – Saturday, 9:00 AM to 6:00 PM
