Last Updated: September 2026
At hurenza.com, we aim to provide our customers with a reliable and satisfactory shopping experience. This Return & Refund Policy explains how customers can report a product issue, request a return, and receive a refund where applicable.
We encourage all customers to carefully inspect their order after receiving it and contact our Customer Support if they experience any genuine issue with the product.
1. Check Your Order After Receiving It
After receiving your parcel, please carefully check and review the product.
We strongly recommend that you record a clear and continuous unboxing video while opening your parcel. The video should clearly show the parcel and the complete unboxing process.
An unboxing video may be required when reporting issues such as:
- A damaged product
- A defective or non-working product
- A wrong product received
- A missing item
- Any other genuine issue related to your order
The unboxing video and other relevant evidence help us properly understand and investigate the reported issue.
2. Report Any Issue to Customer Support
If your product is damaged, defective, not working properly, incorrect, or has another genuine issue, please contact our Customer Support.
You can contact us through:
📞 Phone / WhatsApp: +923157777112
📧 Customer Support: sports@hurenza.com
When submitting a return request, please clearly explain the exact reason for your complaint or return request.
Depending on the issue, we may ask you to provide:
- Your order details
- A clear explanation of the problem
- Photos or videos showing the issue
- A complete unboxing video
You can share the required information through email or contact our Customer Support for further guidance.
3. Return Request Process
Before returning any product, you must first contact our Customer Support and submit your return request.
Your request should include:
- Relevant order details
- The product related to the request
- The exact reason for the return
- Any required photos or videos as evidence
After reviewing your request, our Customer Support team will guide you regarding the return process.
Please do not send any product back without contacting us first and receiving instructions from our team.
4. When a Return May Be Accepted
A return request may be considered in situations such as:
- The product was received damaged
- The product is defective or not working properly
- You received the wrong product
- An item is missing from your order
- There is another genuine issue with the product or order
Each request will be reviewed based on the information and evidence provided.
5. Return Product Inspection and Investigation
Once the returned product is received by our team, it will be carefully checked and reviewed.
Our team will carry out an appropriate inspection and investigation to understand the reported issue and determine the actual condition of the product.
This process helps us:
- Verify the customer’s reported issue
- Identify the actual problem with the product
- Review the condition of the returned item
- Improve our quality control process
- Help reduce similar issues and customer complaints in the future
We take genuine customer complaints seriously and aim to properly investigate reported issues so that we can improve our service and reduce the chances of similar problems affecting other customers.
6. Return Decision and Refund Timeline
After the returned product is received and inspected by our team, a decision will be made regarding your return and refund request.
Your return request may be:
- Approved, if the product and reported issue meet the applicable return conditions; or
- Rejected, if the inspection determines that the product or request does not meet the applicable return conditions.
We aim to complete the inspection and provide a decision within a reasonable time.
Once your return and refund request has been approved, the refund will be processed within 7 days.
The exact time for the refunded amount to appear may depend on the relevant payment provider or financial service.
7. Refund Method
The refund method will depend on how your original order was paid.
Prepaid Orders
If you made an advance or online payment, your refund will be sent through the same payment method used for the original payment, where applicable and possible.
Cash on Delivery (COD) Orders
If your order was placed using Cash on Delivery (COD), the refund cannot be returned through the original cash payment method.
In this case, the approved refund may be transferred to your:
- JazzCash
- Easypaisa
- Bank account
You may be asked to provide the correct account details required to process your refund.
8. Exchange Policy
We do not offer product exchanges.
If you want a different product, size, model, or another item, you must first follow the applicable return process for your original product.
Once the eligible return has been completed and your refund has been processed, you may place a new order for the product you want.
9. Return Conditions
Where a return is approved, the product should generally be returned in the condition in which it was received, along with any applicable accessories or included items.
Where possible, the original packaging should also be returned.
A product may not qualify for a return or refund if it has been:
- Damaged due to improper use or handling after delivery
- Intentionally damaged
- Modified or altered
- Returned without following the instructions provided by our Customer Support
We may review each case based on the specific circumstances and available evidence.
10. Changes to This Policy
We may update this Return & Refund Policy from time to time to reflect changes in our services or business practices.
Any updated version will be published on this page along with a revised Last Updated date.
11. Contact Us
If you have any questions, want to report a product issue, or wish to submit a return request, please contact our Customer Support:
📍 Address: Near MCB Bank, Wadala Sandhwan, Gujranwala Pasrur Road, Pakistan
📞 Phone / WhatsApp: +923157777112
📧 Customer Support: sports@hurenza.com
🌐 Website: hurenza.com