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Home PAYMENT- SHIPING - RETURN POLICY

PAYMENT- SHIPING - RETURN POLICY

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1. Applicable Policy Scope 

2. Payment Methods

3. Shipping Policy

3.1 Delivery Areas

3.2 Delivery Time

3.3 Shipping Fee

3.4 Notes Upon Delivery

4. Exchange/Return & Refund Policy

4.1 Reasons for Exchange/Return

4.2 Exchange/Return Conditions & Timeframe

4.3 Shipping Fee

4.4 Exchange Method

4.5 Return Pickup - Exchange/Refund Process

4.6 Refund Processing Time

5. Warranty Policy

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

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.

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

Province/City District
Da Nang Hoang Sa District
Hai Phong Bach Long Vi Island
Khanh Hoa Truong Sa District
Kien Giang Bac Ai District
Ninh Thuan Con Co District
  • 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.
  • Free shipping for all orders.
  • 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.
  • 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.

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

BRAND PROSPECS, DESCENTE, WAAC, GFORE MATRIX, HORIZON, SYNCA, JOHNSON, FUJIRIIOKY KICA, PRO-TEC ATHLETICS BUFF, ROCKTAPE

RETURN / EXCHANGE CONDITIONS

(Manufacturer Defects Only)

- Products with manufacturer defects such as peeling, discoloration, or incorrect sizing may be exchanged for a similar product.


- Applicable only if the product is unused and the defect is identified upon delivery.

- Products with manufacturer defects such as technical defects, design defects, content defects, hidden defects, or deviations from the quality standards announced by the manufacturer.


- Products damaged during transportation, including deformation, scratches, stains, cracks, breakage, etc.

- Products with manufacturer defects such as holes, tears, detached logos, or similar defects.

- Returns are not accepted.

- Products with manufacturer defects such as peeling, discoloration, or incorrect sizing may be exchanged for a similar product. Applicable only if the product is unused and the defect is identified upon delivery.

RETURN / EXCHANGE PERIOD

- Within 15 days from the date of receipt (excluding Saturdays and Sundays), provided that the product is received by Supersports' logistics partner within this period.

- Within 7 days from the date of receipt, including weekends and public holidays.

- Return/Exchange request submission period: Within 3 days from the date of receipt.

- Product return period: Within 7 days after the request has been approved.

- Within 5–7 days from the date of receipt, including weekends and public holidays.

 

Note:

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

  • Supersports will not process complaints without video evidence.

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

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.

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.

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:

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BRAND PROSPECS, DESCENTE, WAAC, GFORE MATRIX, HORIZON, SYNCA, JOHNSON, FUJIRIIOKY KICA, PRO-TEC ATHLETICS BUFF, ROCKTAPE

REFUND PROCESSING TIME

Refunds will be processed within 10–15 business days.

Refunds will be processed within 5–7 business days.

Refunds will be processed within 3–5 business days.

NOT APPLICABLE

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

Warranty policies apply depending on each brand.

BRAND  PROSPECS, DESCENTE, WAAC, GFORE, BUFF, ROCKTAPE  MATRIX, HORIZON, SYNCA, JOHNSON, FUJIRIIOKY KICA, PRO-TEC ATHLETICS 

 

 

 

 

 

 

 

 

 

 

WARRANTY POLICY

 

 

 

 

 

 

 

 

 

 

NO WARRANTY

1. Warranty conditions: (free of charge) Products with manufacturer defects.

2. Warranty period: The warranty period depends on the value of each specific product group as follows:

2.1. Commercial fitness equipment and massage chairs: 24 months from the installation date
2.2. Spare parts: 6 months
2.3. Home fitness equipment and other products: 12 months from the installation date

Note:
Warranty is processed based on the phone number provided by the customer at the time of purchase or the warranty card.
The warranty period is determined based on the warranty activation time sent to the registered phone number used at the time of purchase (shown on the purchase invoice) and the warranty card.

3. Warranty service:

- On-site warranty service: applies to sports equipment and massage chair product groups.

- On-site troubleshooting guidance: in some cases where geographical conditions cause difficulties, we may guide customers to resolve basic issues (defects) by phone or through instruction materials.

1. Electronic devices:
- KICA - Warranty period is 12 months starting from the date of purchase.


2. Apparel & accessories:
- Warranty coverage: Defects such as holes, tears, peeled logos caused by manufacturer defects. Defective products will be exchanged for a new one within 15 days from the date of purchase.


- Exclusions from warranty: Defects caused by user handling or storage such as peeling, cracked logos, wear and tear, tears due to usage time, storage, and washing/ironing.

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