Refunds & Returns
If something is wrong with your order, we want to make it right. This policy explains when a refund or return is available and how to request one. Sultero has not yet launched; this policy takes effect when the marketplace opens.
Requesting a refund
To start a refund or report a problem with an order, email [email protected] with your order number and a short description. You have 14 days from delivery to request a refund for an item that arrives damaged, defective, materially different from its listing, or that does not arrive.
Returns and condition
Because most goods on Sultero are handmade, some variation from photos is normal and expected. Items returned for other reasons must be unused and in their original condition, and returned within the window above. A few categories are final sale for practical reasons:
- Custom, personalized, or made-to-order items.
- Consumables and perishables — candles, incense, herbs, and apothecary or bath and body goods — once opened or used, for health and safety reasons.
- Digital or downloadable add-ons, if offered.
Defective or misdescribed items are always eligible regardless of category.
Turnaround
We review refund requests promptly, typically within 3 business days. Approved refunds are issued to your original payment method. Depending on your bank or card issuer, it can take a few additional business days for the refund to appear.
Who issues the refund
Under Sultero's intended merchant-of-record model, Sultero issues the refund to the buyer and reconciles with the vendor who fulfilled the order. This is finalized once the payment-processor arrangement is confirmed, and will be updated before launch.
Vendor fulfillment issues
Because independent makers fulfill and ship their own orders, most questions about an order, such as tracking or handling time, are resolved fastest by contacting us so we can coordinate with the maker. If a vendor fails to fulfill, ships a materially different item, or does not respond, Sultero may issue a refund under this policy.
Contact
Refund and return requests: [email protected], Sultero LLC, 700 N Neely St, Ste 16, Gilbert, AZ 85233.
Last updated August 2026. Draft pending legal review. Reviewed on an ongoing basis as our practices and payment-processor requirements change.