We want the Biurraysh™ sports gear you receive to match its product description. If an item is not right for you or there is a problem with your order, please contact us using the process below.
Brand: Biurraysh™
Website Operator: Hangzhou Shanhaoyun E-Commerce Co., Ltd.
Returns and Support Email: service@biurraysh.com
1. Return Request Window
If you would like to return an item because of personal preference or because it does not suit your needs, please email us within 30 calendar days after delivery. Include your order number, the item you wish to return, and the reason for your request.
If an item arrives damaged, has missing parts, is the wrong item, or differs materially from its description, contact us as soon as you discover the issue and include relevant photos so we can review it. This policy does not limit your rights under applicable law.
2. Return Eligibility
For a return based on personal preference, the item should be unused and unwashed. Please keep its original packaging, accessories, and included materials where possible so we can assess its condition. For example, a dumbbell set should include all its original pieces; yoga mats, foam rollers, and stretch products should remain complete; and braces and swimming accessories should include their supplied accessories.
An item with clear signs of use beyond what is necessary to inspect it may not qualify for a personal-preference return. Damaged, incorrect, or materially misdescribed items will be reviewed separately according to the circumstances and applicable law.
3. How to Request a Return
Email service@biurraysh.com with:
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Your order number and the email address used at checkout;
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The name and quantity of the item you wish to return;
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The reason for your request; and
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Relevant photos if the item is damaged, incomplete, incorrect, or materially different from its description.
We’ll review your request and provide the next steps. Please wait for the return address and shipping instructions before sending anything back.
4. Where to Send a Return
The return facility may be different from our business address and the location from which your order was shipped. After confirming your return request, customer support will provide the applicable return address and shipping instructions. Please do not send a return to the business address published on our website unless we specifically instruct you to do so.
Before you ship the item, we’ll tell you where it needs to go and who is responsible for the return shipping cost so you can decide how to proceed.
5. Who Pays for Return Shipping?
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Personal preference, choosing the wrong specifications, or no longer needing an item: The customer pays for return shipping. Please send the item to the address provided by customer support.
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An item that arrives damaged, incomplete, incorrect, or materially different from its description: We’ll review the issue and offer an appropriate return, replacement, or refund solution without making you bear the reasonable costs of resolving our error.
We do not charge an additional return processing fee or restocking fee for a standard return request. If applicable law provides stronger protections concerning costs, those requirements will apply.
6. Exchanges and Order Cancellations
If you would like a different size or model, contact us first so we can check the item’s condition, availability, and the options we can offer. Please do not send an item back for an exchange without instructions.
If your order has not shipped and you would like to cancel it, email service@biurraysh.com with your order number as soon as possible. We’ll check its status. Cancellation may not be possible after the package has been handed to the carrier; in that case, you can request a return under this policy.
7. How Refunds Are Handled
After we receive and inspect a returned item, we typically initiate an approved refund to the original payment method within 5–10 business days. If applicable law requires earlier processing, we’ll follow that requirement.
After a refund is initiated, the time it takes to appear in your account may depend on your bank, card issuer, or payment provider. If your refund has not arrived within the expected timeframe, contact us with your order number so we can investigate.
For a damaged or incorrect item, or another issue caused by us, the refund amount will be determined according to the circumstances and applicable law. For an eligible personal-preference return, whether the original shipping charge is refunded will depend on applicable law and the order details. We’ll explain this when confirming your return.
8. Contact Us
For questions about return eligibility, the return address, shipping costs, or refund status, please contact:
Hangzhou Shanhaoyun E-Commerce Co., Ltd.
Customer Support Email: service@biurraysh.com
Phone: +86 157 9494 9312
Customer Service Hours: 9:00 AM – 6:00 PM (GMT-08:00) Pacific Time (US & Canada)
Business Address: Room 508, 5th Floor, Building 2, No. 759 Hongpu Road, Shangcheng District, Hangzhou City, Zhejiang Province, China