Refund and Returns Policy

Refund and Returns Policy

Last Updated: [Jan – 2026]

At Al Sultan Market, we strive to provide the highest quality food and drink products to our wholesale partners. As a B2B wholesaler, our policy is designed to balance the needs of your business with the strict health and safety standards required for food handling.

1. General Return Conditions

• B2B Nature:All sales on alsultanmarket.com are Business-to-Business. The statutory 14-day “cooling-off” period applicable to consumers does not apply to these transactions.
• Authorization:No returns will be accepted without prior written authorization from our support team.
• Condition:Eligible non-perishable items must be returned in their original, unopened, and undamaged wholesale packaging.

2. Perishable and Frozen Goods

• Exclusion:Due to health, safety, and hygiene regulations, we cannot accept returns on perishable goods, including fresh produce, dairy, frozen items, or products with a short shelf life (unless faulty or damaged upon delivery).
• Immediate Inspection:You must inspect all perishable deliveries immediately. Any discrepancies or damage must be reported within [e.g., 4 to 24] hours of receipt.

3. Damaged or Faulty Goods

If your order arrives damaged, short-dated (outside of agreed terms), or is not as described:

• Reporting:Notify us via [email/portal] within 24 hours of delivery.
• Evidence:Provide clear photographic evidence of the damage and the outer shipping label.
• Resolution:Upon verification, we will offer a replacement, a credit note for your next order, or a refund to the original payment method.

4. Non-Perishable (“Dry”) Goods

For non-perishable items (e.g., bottled drinks, canned goods, dry spices):

• Return Window:You may request a return within [e.g., 7 days] of delivery.
• Restocking Fee:Returns of non-faulty “Dry” goods may be subject to a [e.g., 15-20%] restocking fee to cover handling and administration costs.
• Shipping:The buyer is responsible for the cost of returning non-faulty goods.

5. Refund Process

• Processing Time:Once the returned goods are received and inspected at our warehouse, refunds or credits will be processed within 14 days.
• Method:Refunds are issued via the original payment method (bank transfer, credit card, or trade account credit).

6. Cancellations

Orders for dry goods can be cancelled before dispatch. However, orders containing bespoke items or specially ordered stock cannot be cancelled once processing has begun.

Contact Our Support Team

To initiate a return or report a delivery issue:

• Email:info@alsultanmarket.com
• Phone:+447917523908
• Address:241 Neasden Lane, London, England, NW10 1QG