PAYMENT- SHIPING - RETURN POLICY

1. Applicable Policy Scope

This policy applies to the following brands on the Supersports website, including MATRIX, HORIZON, SYNCA, JOHNSON, FUJIRIIOKY, PROSPECS, DESCENTE, WAAC, GFORE, KICA, PRO-TEC ATHLETICS, ADIDAS UNDERWEAR.

2. Payment Methods

We only accept three online payment methods, as follows:

• Credit Cards / 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 complete your purchase without using cash or bank transfer. You simply top up your e-wallet and pay easily. The system ensures compliance with international PCI-DSS security standards, including OTP verification and payment password protection.
• QR Code Payment: You may use QR code payment through integrated payment applications.

3. Shipping Policy

3.1 Delivery Areas

We apply our shipping policy nationwide, except for certain areas (before administrative merger), as follows:

3.2 Delivery Time

• Estimated delivery time is 3–7 working days from the date the order is confirmed. However, actual delivery time may vary depending on Supersports’ logistics partners.
• Delivery will be carried out in accordance with the service coverage and regulations of Supersports’ shipping partners.

3.3 Shipping Fee

• Free shipping for all orders.

3.4 Notes Upon Delivery

• To best meet customer needs and protect customer rights when using our services, we provide support for parcel inspection upon delivery. Customers may view the goods, conduct a basic inspection, and sign the joint inspection record (if any) upon receipt. When receiving the parcel from the delivery staff, customers may open the package seal to check factors such as quantity, color, condition, type, size, etc. Please note: Inspection does not include trying on the product or conducting an in-depth product check.
• Video recording during inspection: To protect your rights, customers are encouraged to record a video while opening the package and inspecting the product. This video may be used as evidence in case of exchange/return requests or complaints regarding the condition of the goods.
• If the delivery staff refuses to conduct a joint inspection, customers have the right to refuse to accept the product at that time.

4. Exchange/Return & Refund Policy

4.1 Reasons for Exchange/Return

• We do not support exchanges/returns based on personal preference (dislike, change of mind, wrong item selected, etc.).
• We only support exchanges/returns for products with manufacturing defects.

4.2 Exchange/Return Conditions & Timeframe

The exchange/return conditions and timeframe are applied according to each product brand’s policy, with details as follows:

Note:

• Customers should record a video while inspecting the product with the delivery staff upon receipt.

• Supersports will not process complaints without video evidence.

4.3 Shipping Fee

• Free shipping for exchange/return cases due to product defects or manufacturing defects.

4.4 Exchange Method

If a product is defective, customers may exchange for another size or color of the same product (if available).

• If the requested size or color is out of stock, customers may exchange for another product of equal or lower value.
• If the replacement product has a lower value, the price difference will not be refunded.
• Exchanges do not apply to promotional or special discount items.

4.5 Return - Exchange/Refund Process

Step 1: Confirm the return/exchange request

• Fill out the RETURN/EXCHANGE REQUEST FORM here
• Provide order information and product inspection video (in case of defective products).

Step 2: Send the product back to the warehouse

• Carefully pack the product, clearly state the return/exchange information, and send it via a shipping service.

Step 3: Product inspection

• The QC department will inspect the product condition within 3–5 working days.
• If the product does not meet return conditions, Supersports’ partner will send it back or assist in returning it to the customer’s address.
  (Note: shipping costs will be paid by the customer.)

Step 4: Process exchange/refund

• Exchange: Customers will receive the replacement product within 7–10 working days.
• Refund: Supersports will process the refund according to the partner’s refund policy.

4.6 Refund Processing Time

Customers are required to provide bank transfer information including: Account Name, Account Number, and Bank Name for the refund process. Refund processing time will depend on each brand’s policy, specifically as follows:

In all cases of dispute, Supersports’ decision shall be final.

5. Warranty Policy

Warranty policies apply depending on each brand.