Refund policy

Sultana Return Policy

At Sultana, we take pride in the quality of every product we offer. Due to the nature of hair products and for the health and safety of all our customers, all sales are subject to the following policy.

All Sales Are Final on Opened Hair Products For hygiene reasons, we do not accept returns or exchanges on any hair products that have been opened, worn, washed, altered, or removed from their original packaging. This includes wigs, extensions, clip-ins, ponytails, bundles, and braiding hair.

Unopened Items Unopened, unused items in original packaging may be eligible for store credit within 7 days of delivery. Items must be in their original condition with all tags and packaging intact. To initiate a return, contact us through our website within 7 days of receiving your order.

Defective or Damaged Items If your order arrives defective or damaged, please contact us within 48 hours of delivery with your order number and clear photos or video showing the issue. We will review your claim and, if approved, offer a replacement or store credit.

Final Sale Items All sale items, accessories, and promotional purchases are final sale and are not eligible for returns, exchanges, or store credit.

Custom Orders Custom-colored, custom-cut, or styled units are non-refundable and non-exchangeable under any circumstances.

How to Contact Us To submit a return or defect claim, visit our Contact page with your order number, photos, and a brief description of the issue. Claims submitted outside the stated windows will not be accepted.

Sultana reserves the right to update this policy at any time. All purchases are subject to the policy in effect at the time of the order.