Return Policy

Return Policy for Sultan Market & Grill

At Sultan Market & Grill, customer satisfaction is our top priority. If you’re not completely satisfied with your purchase, we’re here to help. Please review our return policy below for details on eligibility and procedures.

Grocery Items

1. Perishable Goods (e.g., meats, vegetables, fruits):
Due to the nature of perishable items, we do not accept returns. However, if you receive a damaged or spoiled product, please notify us within 24 hours of purchase or delivery for a replacement or refund.

2. Non-Perishable Goods:
We accept returns on unopened and unused non-perishable items within 7 days of purchase. Products must be in their original packaging and accompanied by a receipt.

3. Damaged or Incorrect Items:
If you receive a damaged or incorrect item, please contact us within 24 hours of receiving your order. We will arrange for a replacement or provide a full refund.

Grill Restaurant Orders

1. Dine-In and Takeout Orders:
We strive to ensure every meal meets your expectations. If there is an issue with your order, please notify our staff immediately. We will do our best to address the issue on the spot.

2. Delivery Orders:
If your delivery order is incorrect or unsatisfactory, please contact us within 1 hour of receiving your food. We’ll review the issue and provide a replacement or refund as necessary.

Refund Process

Refunds are issued back to the original payment method. For cash payments, refunds will be issued in-store. Refunds typically take 5-10 business days to process, depending on your bank or payment provider.

How to Initiate a Return or Report an Issue

  1. Contact Us: Reach out to our customer service team via:

    • Phone: +16043364466

    • Email: support@sultanmarketgrill.ca

    • In-person: Visit our store or restaurant during business hours, our address: 2130 Kingsway, Vancouver, BC V5N 2T5

  2. Provide Proof of Purchase: Ensure you have your receipt, order confirmation, or payment details ready.

  3. Submit a Request: Clearly explain the issue and include photos if applicable (e.g., for damaged goods).

Exclusions

  • Gift cards are non-refundable.

  • Sale or clearance items are final and cannot be returned or exchanged.

  • Items purchased from third-party platforms must follow the return policy of the respective platform.

We value your business and aim to provide a seamless shopping and dining experience. Thank you for choosing Sultan Market & Grill!