Return & Exchanges
Return and Refund Policy
At sports-up, we strive to ensure that you are completely satisfied with every purchase. If you are not completely satisfied with your order, we offer a simple return and refund process. Please review the policy below for details.
1. Return Conditions
We accept return requests under the following conditions:
Items must be returned within 30 days of receipt (unless otherwise specified).
Products must be unused, undamaged and in original packaging with all tags and accessories included.
If the product has quality issues or was damaged during shipping, please provide clear photos as evidence.
2. Non-returnable items
Returns will not be accepted in the following cases:
Products have been used, damaged or altered by the customer (unless they are quality issues).
Special sale items, custom products or personalized products (unless they are defective or damaged).
3. Return Process
To initiate a return, please follow the steps below:
Submit a return request: Contact our customer service team via email at support@sports-up.shop and provide your order number and reason for return.
Return Approval: We will review your request and respond within 1-2 business days to confirm the return.
Return Instructions: Once approved, we will provide you with a return address and detailed instructions.
Shipping: Return the item within 15 days of receiving return confirmation. Please include the logistics tracking number of your shipment.
4. Return Shipping Costs
If the return is due to quality issues, shipping errors, or damage caused during transportation, we will cover the return shipping costs.
If the return is for personal reasons (such as change of mind), the customer should bear the return shipping costs.
5. Restocking Fees
We do not charge any return restocking fees.
6. Refunds
Once we receive and inspect your returned items, we will notify you of the approval status.
If approved, your refund will be processed within 10 business days and credited to your original payment method.
Please note that your bank or credit card provider may take more time to process the refund. If you have not received your refund after 15 business days, please contact our customer service team at support@sports-up.shop.
7. Order Cancellation
We accept order cancellation requests under the following conditions:
Cancellation Timeframe: Orders can be cancelled free of charge within 24 hours of payment.
How to Cancel: Contact our customer service team at support@sports-up.shop via email or phone and provide your order number to request a cancellation.
Shipped Orders: If your order has already been shipped, it cannot be cancelled. In this case, you can return the item after receiving it by following the above return process.
8. Contact Us
If you have any questions or need help with returns, refunds or cancellations, please contact our customer service team at support@sports-up.shop. We are here to help!