Return guide
If you are not satisfied with your purchase, we offer a hassle-free return and exchange policy within 30 business days for any reason. We strive to process refunds swiftly, typically within 1-2 business days, under the condition that:
- Our medical orthopedic devices are crafted with care and precision. To ensure a smooth return process, please keep the product in its original packaging along with all accompanying documentation intact. The items must be returned unaltered, without scratches or damage, and in a resellable condition.
- Unless there is an issue of product quality, returned items should show no signs of wear or damage. As specialists in the development and production of medical and sports orthopedic appliances, our commitment is to provide professional-grade support braces and orthotic devices tailored for both athletic performance enhancement and medical rehabilitation purposes.
Note: Please get in touch with customer service in advance if you need to return or exchange. All returns without prior communication will not be processed.
How do I make a return?
Before returning a product, please contact us at info@burnincastle.com to confirm the return process. You need to upload a video or picture for verification if you want to return the product because of our quality problem or product damage. After confirmation, you can directly refund, and we will bear the shipping cost.
If you are unsatisfied with the color or size or want to return it for other personal reasons, you will have to bear the return costs yourself. And you need to send us the product and the label in the original package. We do not charge relisting fees.
Cancel order
You can cancel the order within 30 minutes of placing the order. We will process your order cancellation request within 24 working hours. After a successful cancellation, the refund will return to your payment account. Unfortunately, you cannot cancel the order if it takes more than 30 minutes because the package cannot be restored.
When will the refund arrive?
Refund arrival time is usually 1-2 business days, depending on your payment method; the shipping fee is not refundable, so please be patient. You can contact customer service if it is overdue, and we will check your processing status.
Return address:
Please note that if the returned product has different issues from the return request after we receive and confirm it, we will reject your return request and return the product. You will be responsible for the shipping cost.
Our return address is 2200 Wilson Blvd, Arlington, Virginia, 22201. Please note that all products that need to be returned or exchanged must be communicated with Burnin in advance. Otherwise, we will not process the request.
Questions? We’re here
If you have any questions regarding this policy, don’t hesitate to contact our customer service team at +(1)(571) 275-5082.