Refund & Return Policy

*Conditions of exchange or refund must be made in writing within 30 days of receipt of goods.

*Under no circumstances may goods, supplied against a firm order, be returned without the Purchaser having first applied for and obtained the written consent of the Company. Goods returned without prior permission or that fall outside of the guidelines detailed below will not be accepted.

* Items must be returned in a clean unused and undamaged condition.

* Items being returned must be packaged to prevent soiling or damage during transit.

* Postage costs for the return or exchange items are at your expense.

*Where a refund is applicable, payment will be processed as soon as returned items have been received.

Sultan’s Treasure reserves the right to change, modify, add or remove any part of this Returns and Refunds Policy at any time and without notice. Any variation to this policy will apply as soon as it is posted on our website.

Sultan’s Treasure handles returns and processes refunds in accordance with Australian Consumer Protection legislation.

Please note that a custom made item may only be returned for a refund if it contains manufacturing defects.

To return an item for a refund, please email sutlanstreasure.info@gmail.com with the following information:

1. Invoice number and date of purchase ( any proof of purchase )

2. Name of product purchased

3. Reason for returning the product

We will respond within five business days with instructions on how to return the product for a refund and when the refund will be paid. The refund will be paid using the same method the customer used to purchase the product(s) only.

We reserve the right to reject a request for a refund if a returned item is not in its original condition when we receive it.

All shipping costs associated with the return of an item for a refund are the responsibility of the original purchaser unless agreed otherwise.

Change of Mind Returns & Refunds

You can return your online purchased product, so long as it is unused, unopened, its packaging is in good condition and it is returned within 30 days of the date on the invoice. However, we do not have a change of mind refunds for in-store purchases.  We will happily credit instore change of mind purchases within 30 days of Purchase as long as products are still in packaging with all tags attached and in a new condition. unused and in a salable condition. 

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Warranties 

Our Lamp products are sold free of defects and in working order. They carry a 1 year warranty from date of purchase. We will communicate with purchaser via email and either repair replace or refund on a case by case basis adhering to the the laws and rules of the Australian Consumer Protection Legislation. 

PRODUCTS

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.
We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.

As our products are primarily hand made and come with an infinite range of possibilities of design and colour every effort is made to send you the best we have. It is for this reason that the hand painted product the purchaser receives may differ from the one advertised - we will colour and style match the best we can though the purchaser will be bound to this understanding that they will receive only a like" product not necessarily the one advertised 

At times products may become unavailable after time of order due to stock differences online and instore - if this happens we will give an alternative option to the purchaser or gladly refund with in 5 days of notification.
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.
We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

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SERVICES - Classes and Workshops

Cancellation Policy

Due to the popularity of classes and staff scheduling we ask that any requests for rescheduling be done 3 days in advance of your booked class. No shows without 3 day notice will not be eligible for refund, credit nor reschedule. Please contact sultanstreasure.info@gmail.com with written requests for change of time. This course is not refundable though credit notes can be given to be used at a later date or in store with product (as long as 3 day notice has been given to class operator buy way of email to the above email address.

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In purchasing our workshops customers will be bound by the rules of service. 

Everyone must be wearing appropriate footwear and clothing. 

Clothing may be damaged during the process of crafting our unique lamps - Sultan's Treasure does not claim any responsibility for damages arising from participation in Make your own Lamp classes and would advise that participants wear old clothing or bring along an apron for their personal use.

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COVID 19

If our classes are impacted in anyway by Covid 19 and government restrictions, we will be personally in touch with you via email to discuss rescheduling - credit or online course. We will not refund.

We hope in event of government lockdown orders or capacity limits; to work with participants in a case by case basis to find the best solution for everyone. 

Online classes may be offered as an alternative to instore whereby we will deliver materials to you.

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We are mandated to ask for proof of vaccination for Covid 19. On arrival to particpate in our course please have your Services WA App ready or certificate and appropriate identification

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ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

Delivery Times

Delivery times usually take 6 working days for Australian deliveries and sometimes longer for remote areas. ( Orders Mostly Dispatch within 48 Hours )

These delivery times relate only to business days, Monday to Friday, and exclude weekends and Australian public holidays.

As a general rule, Perth Metro deliveries are usually 2 working day (overnight service),  Depending on time of order placement

Whilst we make every effort to deliver by the estimated timeframe, all dates specified are estimates only. We have aligned ourselves with transport partners who we believe will always do their best to deliver products by the estimated delivery date.

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Privacy Policy

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We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); , comments, feedback, product reviews, recommendations, and personal profile.

Payment details collected are not stored by us (including credit card information), This information is hosted and Conducted by 2 third party payment gateways Eway and Afterpay.

These payment platforms have their own privacy policy and terms and condition of usage which can be found on their respective sites

https://www.eway.com.au/about-eway/

https://www.afterpay.com/en-AU

Why we collect this information

We collect such Non-personal and Personal Information for the following purposes:

1. To provide and operate the Services;

2. To provide our Users with ongoing customer assistance and technical support;

3. To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;

4. To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services; 

5. To comply with any applicable laws and regulations.

Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.  

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

On occasion you may receive an update to our services and our products in way of promotional email. If you would like to opt out of these, please send an email to sultanstreasure.info@gmail.com

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.