Last updated: 28 August 2026
This policy explains how cancellations, returns, replacements and refunds are handled by Sulta Studios, operated by EL SULTA HOLDINGS LTD ("we", "us").
Nothing in this policy limits or excludes any mandatory consumer right that cannot legally be limited or excluded.
1. Cancelling your order — change of mind
You have the right to cancel your purchase within 14 days without giving any reason. This right applies to consumers in the United Kingdom under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and to consumers in the European Union and European Economic Area under equivalent distance selling rules.
The cancellation period expires 14 days after the day on which you, or a third party indicated by you other than the carrier, take physical possession of the goods. Where an order is delivered in more than one shipment, the period runs from the day you receive the last item.
To exercise this right, tell us of your decision by a clear statement sent to Hello@sultastudios.com, quoting your order number. You may use the wording below, though you are not required to:
"I hereby give notice that I cancel my contract of sale for the following goods: [description], ordered on [date] and received on [date]. Name: [ ]. Address: [ ]. Date: [ ]."
To meet the deadline it is enough that you send your notice before the 14-day period expires.
2. Effect of cancellation
If you cancel, we will reimburse all payments received from you, including the cost of standard delivery. Where you chose a delivery method more expensive than our cheapest standard option, we will reimburse the standard amount.
We will make the reimbursement without undue delay and no later than 14 days from the day we are informed of your decision. We may withhold reimbursement until we have received the goods back, or until you have supplied proof of having sent them back, whichever is earlier. Where we waive the return of the goods under section 3, this condition does not apply.
Reimbursement will be made using the same means of payment you used for the original transaction unless you expressly agree otherwise. You will not incur any fee as a result of the reimbursement.
3. Returning the goods
Do not send anything back before contacting us. Orders are dispatched from a number of international fulfilment locations and the correct return destination depends on where your parcel originated. We will confirm the applicable return address and instructions in writing once you contact us.
Where a return is required, you must send the goods back without undue delay and in any event no later than 14 days from the day you notify us of your cancellation.
You bear the direct cost of returning the goods where you cancel under section 1. We will tell you the expected cost before you send anything. In many cases we will waive the physical return and refund you without requiring the item to be shipped back — where we do, we will confirm this in writing and you may keep the item.
You are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
4. Faulty, damaged, incorrect or misdescribed items
Separately from the cancellation right above, you are entitled to goods that match their description, are of satisfactory quality, and are fit for purpose.
If an item arrives damaged, defective, incorrect, incomplete or materially different from its description, contact us within 30 days of delivery and provide:
- your order number;
- clear photographs or video showing the issue;
- photographs of the packaging and shipping label where available.
UK consumers: under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods and receive a full refund within 30 days of delivery. After that period you may request a repair or replacement, and if that is not possible or does not resolve the problem, a price reduction or a refund.
EU and EEA consumers: you benefit from a statutory guarantee of conformity of two years from delivery.
Where a return is required at all in these cases, it is at our cost. The 30-day reporting period above exists so that we can investigate promptly and does not shorten your legal rights.
5. Sizing
Please check the size guide on the product page before ordering. If the size you selected at checkout is the size we shipped, the item is not faulty. You may still cancel under section 1 within 14 days.
6. Cancelling before dispatch
Orders are passed to our fulfilment partners shortly after payment is confirmed. If you contact us before your order has been dispatched, we will cancel it and refund you in full. If it has already been dispatched, your rights under sections 1 and 4 continue to apply.
7. Lost or significantly delayed orders
If your order has not arrived within the window set out in our Shipping Policy, contact us and we will open an investigation with the carrier. Where a shipment is confirmed lost, or delivery is unreasonably delayed, we will provide a replacement or a full refund at your choice.
8. Exceptions
The statutory right to cancel does not apply to certain categories of goods, including goods made to your specifications or clearly personalised, and sealed goods that are unsuitable for return on hygiene grounds where the seal has been broken after delivery. Where such an exception applies to an item, this is stated on its product page.
A refund or replacement under section 4 may be declined where the item was damaged after delivery through misuse, accident, improper care or normal wear, or where the requested evidence is not provided.
9. Contact
Sulta Studios — EL SULTA HOLDINGS LTD
Registered in England and Wales, company number [COMPANY NUMBER — TO BE ADDED]
Registered office: [REGISTERED OFFICE ADDRESS — TO BE ADDED]
Email: Hello@sultastudios.com
We aim to respond to return and refund requests within two business days.
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