Refund Policy - SultanBuy.com

1. General

Our services involve the sale of digital products such as game top-ups, in-game currency, items, and voucher codes. These are typically processed and delivered immediately after payment confirmation. As such, we enforce a strict and limited refund and cancellation policy as outlined below.

2. Refund Policy

Refund requests will not be accepted in the following situations:

• The digital product has already been successfully delivered to the user’s account.
• The user made a mistake when placing the order, including:
  1. Entering the wrong game ID, server, or username.
  2. Making unintentional purchases that have already been processed.
  3. Failing to read or understand the product description or instructions before purchase.

Refunds may only be considered under the following conditions:

• The payment was successfully processed, but the top-up was not delivered within 24 hours, and we are unable to reprocess the order.
• The payment was deducted, but the transaction failed due to a system error.
• We are unable to fulfill the order due to technical issues on our end.

3. How to Request a Refund

If you believe your case qualifies for a refund, please contact our support team via email, WhatsApp, or live chat, and provide the following information:

• Proof of payment (screenshot or receipt).
• Game ID and server details.
• A detailed explanation of the issue.

All refund requests will be reviewed within 3 business days, and we will notify you of the outcome.

4. Order Cancellation Policy

• Orders cannot be canceled once payment is confirmed and the top-up process has begun.
• If you wish to cancel an order before processing has started, please contact us immediately for assistance.

If you have any questions or require further assistance, don’t hesitate to reach out to our support team.