Refund Policy

Refund Policy

Last updated: August 2026

This Refund Policy applies to purchases made through mysura.shop, operated by BT International Commerce, LLC.

At MYSURA, we want you to feel confident when placing an order. If you are not satisfied with your purchase, you may request a return or refund in accordance with the terms and conditions outlined below.

1. 14-Day Return Window

You may request a return within 14 days of the date your order is delivered.

To request a return, contact us at mysura@fviainboxes.com and provide your full name, order number, order email address, and the reason for your return.

Returns requested after the 14-day period may not be accepted unless otherwise required by applicable law.

2. Opened and Unopened Products

Both opened and unopened products may be eligible for return within the applicable 14-day return period.

Returned products must be in reasonable condition and must include any applicable accessories, components, or items originally included with the order.

A refund may be reduced or denied if a product has been damaged, altered, excessively used, mishandled, or otherwise affected by misuse, improper care, negligence, or use inconsistent with its intended purpose.

Where permitted by applicable law, we reserve the right to determine whether a returned product qualifies for a refund based on its condition.

3. Return Address

Approved returns should be sent to:

BT International Commerce, LLC
7345 W Sand Lake Rd STE 210, Office 5717
Orlando, FL 32819
United States

Please contact us before sending any return. Do not send products to the return address without receiving return instructions from our customer support team, as unauthorized returns may not be properly matched to your order.

4. Return Shipping Costs

Unless the product is defective, damaged upon delivery, or incorrect due to an error on our part, the customer is responsible for the cost of return shipping.

Original shipping charges, if any, may be non-refundable unless otherwise required by applicable law.

We strongly recommend using a trackable shipping service and retaining your shipping receipt. MYSURA is not responsible for return packages that are lost, stolen, or damaged while being shipped back to us before delivery.

5. How to Request a Return or Refund

To request a return or refund:

  1. Email mysura@fviainboxes.com with the subject line “Refund Request — [Your Order Number]”.
  2. Include your name, order number, order email address, and a brief explanation of the reason for your request.
  3. Our customer support team will review your request and generally respond within 24 hours, Monday through Friday, 9:00 AM to 5:00 PM Eastern Time.
  4. If your return is approved, you will receive instructions for returning the product.
  5. Send the approved return using a trackable shipping method.
  6. Once the returned product is received and inspected, we will determine whether it meets the requirements of this Refund Policy.
  7. If approved, the refund will be issued to the original payment method.

Submitting a return request does not automatically guarantee approval. Returns must meet the applicable conditions described in this policy.

6. Refund Processing Time

Once an approved return has been received and reviewed, refunds are generally processed within 5 to 7 business days.

After we issue the refund, your bank, credit card company, or payment provider may require additional time to make the funds available in your account.

MYSURA is not responsible for delays caused by your financial institution or payment provider.

7. Damaged, Defective, or Incorrect Items

If you receive a product that is defective, damaged during delivery, or incorrect due to an error on our part, please contact us within 7 days of delivery at mysura@fviainboxes.com.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs showing the product and the reported damage or defect
  • Any other information reasonably requested by our support team

We may review the information provided before approving a replacement, refund, or other resolution.

If the issue is confirmed to be the result of a manufacturing defect, shipping damage, or fulfillment error on our part, we may provide a replacement, refund, or other appropriate resolution at no additional cost to you.

8. Items and Circumstances That May Not Qualify for a Refund

Subject to applicable law, the following may not qualify for a refund:

  • Returns requested after the 14-day return period
  • Gift cards
  • Items clearly marked as final sale at the time of purchase
  • Products damaged through misuse, negligence, improper care, alteration, or customer-caused damage
  • Products showing excessive use or wear beyond what is reasonably necessary to inspect the product
  • Products returned without prior authorization or without sufficient information to identify the order
  • Returns that cannot be matched to a valid order
  • Products that are missing components, accessories, or materials originally included with the order
  • Orders or purchases that have already been refunded or otherwise resolved
  • Any other circumstances where a refund is restricted or excluded by applicable law

Nothing in this policy is intended to limit any rights or remedies that cannot legally be excluded under applicable law.

9. MYSURA Rewards Membership Refunds

MYSURA Rewards Membership charges may be eligible for a refund request within 14 days of the billing date for that billing cycle.

To cancel your membership and avoid future recurring charges, log in to your customer account or contact us at mysura@fviainboxes.com before your next scheduled billing date.

By subscribing to MYSURA Rewards Membership, you authorize a recurring charge of $29.99 every 30 days until the membership is canceled.

You will receive an electronic notification approximately 5 to 7 days before a scheduled transaction, where applicable, as well as a receipt following each successful transaction.

Cancellation of the membership stops future recurring charges but does not automatically guarantee a refund for previous membership charges. Refund requests are subject to the terms of this section and applicable law.

10. Refund Method

Approved refunds will generally be issued to the original payment method used to place the order.

If the original payment method is unavailable or cannot receive the refund, we may contact you to determine an appropriate alternative method, where permitted.

11. Order Information and Verification

For security and order-verification purposes, we may request additional information before approving or processing a return or refund.

We reserve the right to decline requests that cannot be reasonably verified or associated with a legitimate order, subject to applicable consumer protection laws.

12. Policy Changes

We may update or modify this Refund Policy from time to time to reflect changes to our business practices, services, or applicable legal requirements.

The updated version will be posted on mysura.shop with a revised “Last updated” date. The policy applicable to an order will generally be the version in effect at the time the order was placed, unless otherwise required by applicable law.

13. Customer Support

For refund, return, membership, or order-related questions, please contact us:

Email: mysura@fviainboxes.com
Phone: +1 (689) 304-9770

Our customer support team generally responds within 24 hours, Monday through Friday, 9:00 AM to 5:00 PM Eastern Time.

Business Address:
BT International Commerce, LLC
7345 W Sand Lake Rd STE 210, Office 5717
Orlando, FL 32819
United States