PAYMENT - DELIVERY - EXCHANGES & RETURN POLICY

1. Eligible Groups for Policy

This policy applies to the following brands on the Supersports website, including Nike Swim, WAAC, Gfore, Prospecs, and Descente Golf.

2. Payment Methods

We only accept 3 online payment methods, specifically:

• Credit/Debit Cards & Domestic ATM Cards: You can use Visa, Mastercard, JCB, American Express (AMEX), and domestic ATM cards to make payments on the Supersports website.
• E-wallets (Momo, ZaloPay): This payment method allows you to pay without using cash or bank transfers. Simply top up your e-wallet and make payments easily. The system ensures compliance with international PCI-DSS security standards, including OTP authentication and payment passwords.
• QR Code Payment: You can use QR code payment through integrated payment applications (including Internet Banking, e-wallets, and OnePAY).

3. Shipping Policy

3.1 Delivery Areas

We apply our shipping policy nationwide, except for the following areas:

3.2 Delivery Time

The estimated delivery time is 10 - 15 days from the order confirmation date. In the event of force majeure situations such as natural disasters disrupting transportation, customers will be notified of any delivery time adjustments.

We provide delivery services during business hours from Monday to Saturday (excluding Sundays, Tet and public holidays), according to the following regions:

(**) Details on urban and suburban classifications: Depending on each shipping service provider, there may be different classification methods.

In Hanoi:

• Urban areas include: Ba Dinh, Bac Tu Liem, Cau Giay, Dong Da, Ha Dong, Hai Ba Trung, Hoan Kiem, Hoang Mai, Long Bien, Nam Tu Liem, Tay Ho, Thanh Xuan.
• Suburban areas include: Ba Vi, Chuong My, Dan Phuong, Dong Anh, Gia Lam, Hoai Duc, Me Linh, My Duc, Phu Xuyen, Phuc Tho, Quoc Oai, Soc Son, Thach That, Thanh Oai, Thanh Tri, Thuong Tin, Ung Hoa.

In Ho Chi Minh City:

• Urban areas include: Districts 1, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, Tan Binh, Binh Tan, Tan Phu, Phu Nhuan, Binh Thanh, Go Vap, Thu Duc City (formerly District 2).
• Suburban areas include: Nha Be, Cu Chi, Hoc Mon, Binh Chanh.
• Remote areas in the southern region: Can Gio District.

In other provinces and cities:

• Delivery will be carried out according to the coverage area specified by the shipping service provider.

3.3 Shipping Fee

• Free shipping for all orders.

3.4 Notes on Receiving Goods

• To meet customer needs and maximize protection of their rights, we have implemented a policy that allows customers to check their goods upon delivery. Customers are allowed to inspect the package and conduct a basic product check before signing the inspection report (if applicable). Upon receiving the package from the delivery staff, customers may unseal the box and verify details such as quantity, color, condition, category, and size. (Note: The inspection does not include trying on the product or conducting a detailed quality check.)
• Recording the inspection process: To ensure your rights, we recommend recording a video while opening the package and checking the product. This video can be used as evidence in case of a return request or a complaint regarding the product condition.
• If the delivery staff refuses to allow an inspection, customers have the right to refuse the package at that moment.

4. Return & Refund Policy

4.1 Return Time

• Customers can request a product exchange or return within 15 days from the date of receipt (including Saturdays and Sundays).
• The return period is counted until Supersports receives the returned product (based on the postmark or confirmation from the shipping company).

Note:

• Customers are advised to record the inspection process with the delivery staff upon receiving the package.
• Supersports is not responsible for handling complaints without video evidence

4.2 Return Conditions

Returned products must meet the following conditions:

• The product must be unused, unwashed, and free from any odors.
• The product must retain its original tags, labels, and packaging (if applicable).
• Customers must provide a valid purchase invoice/receipt from the Supersports website.
• Products must not be damaged due to customer storage or transportation.
  
• The return and exchange policy does not apply to swimwear, underwear, accessories (socks, hats, gloves), equipments (goggles,...) or to items that are part of promotional programs, discounts, special offers, or giveaways.

If the returned product does not meet the above conditions, Supersports reserves the right to reject the return request.

4.3 Size/Model Exchange Policy

• If the requested size/color is out of stock, customers may exchange for another product of equal or higher value.
• If exchanging for a product of higher value, customers must pay the price difference.
• If exchanging for a product of lower value, the price difference will not be refunded.
• Exchanges are not applicable for products under special promotions or discount programs.

4.4 Return/Exchange Process

Step 1: Confirm Return/Exchange Request

• Customers must fill in the RETURN REQUEST FORM here.
• Provide order information and a recorded inspection video (if the issue is caused by Supersports).

Step 2: Send the Product to the Warehouse

• Customers must carefully pack the product, clearly label the return details, and send it via a shipping service.

Step 3: Product Inspection

• The QC team will inspect the returned product within 3 - 5 working days.
• If the product does not meet return/exchange conditions, Supersports’ partner will either return the item to the customer or assist in shipping it back to the provided address. (Note: Shipping costs will be covered by the customer.)

Step 4: Processing Return/Exchange

• For exchanges: Customers will receive the new product within 7 - 10 working days.
• For refunds: Supersports will process the refund according to the current payment policy.

4.5 Refund Policy

Refund Policy Details

• Full refund of 100% of the product value & shipping fee paid by the customer when placing the order, if the issue is caused by Supersports or the wrong item was delivered.
• Only the product cost will be refunded (excluding shipping fees) if the customer cannot find a replacement due to objective issues beyond the control of both the customer and Supersports.

Refund Processing Time:

• Coupon Refund: Within 2 - 3 working days after the returned product is confirmed to be eligible, the customer will receive a coupon equivalent to the original purchase amount for future shopping on the Supersports website. Note: Coupons **cannot be used for in-store purchases**.
• Refund via ATM/Visa/Mastercard: Within 10 - 15 working days, the refund will be processed through the same card used for payment.
• Refund via Personal Bank Account: Within 10 - 15 working days, the refund will be processed to the customer's bank account if the order was paid in cash.

Shipping Costs for Exchanges

• If the issue is caused by the customer (incorrect size/color/model ordered): The customer is responsible for all shipping costs for the exchange.
• If the issue is caused by Supersports (defective or incorrect item): Supersports will cover **100% of the shipping costs** for the exchange.
• If the issue is due to objective reasons not caused by either Supersports or the customer: The customer will cover the shipping cost for returning the item, while Supersports will cover the shipping cost for sending the new item.

In case of disputes, the final decision will be made by Supersports.

5. Warranty Policy

We DO NOT APPLY any warranty policy to any products.