General Terms And Conditions Of Transaction

Scope of Application

These General Terms and Conditions of Transaction apply to all customers when purchasing fashion products on the website https://balancesportswear.store/ managed and operated by Balance Sportswear.

Transaction Process

  • Customers select products and place orders online on the website.
  • The system confirms the order via email/text message.
  • Balance Sportswear packages and delivers the goods according to the information provided by the customer.
  • Customers check the products before receiving them and make payment (if not already paid).

Rights and Obligations of Customers

  • Provide accurate information when placing an order (full name, phone number, address, etc.).
  • Make full and timely payment according to the order value.
  • Secure their personal account information and not share it with third parties.

Rights and Obligations of Balance Sportswear

  • Ensure to supply products with the correct quality and models as published.
  • Keep customers’ personal information confidential in accordance with the Personal Data Protection Policy.
  • Reserve the right to refuse orders in cases where customer information provided is inaccurate or shows signs of fraud.

Dispute Resolution

  • Any arising disputes shall be primarily settled through negotiation and mediation between the two parties.
  • If no agreement is reached, the dispute shall be brought before a competent Court in Vietnam for settlement under applicable law.

Amendments and Supplements

These General Terms and Conditions may be amended or supplemented at any time and will be publicly announced on the website.

Inspection Policy

For in-store purchases:

  • Customers will receive the product directly at the store
  • Please carefully inspect the goods and compare them with the invoice before receiving the product
  • Our staff will provide a complete online invoice. Customers have the right to request a sales invoice if missing.

For online purchases:

  • For remote customers, we authorize reputable delivery partners such as Grab, Ahamove, Viettel Post, Giao Hàng Tiết Kiệm, Giao Hàng Nhanh to deliver the products directly to customers
  • Customers are advised to fill in accurate and complete information (Name, Address, Phone Number) when ordering to facilitate fast delivery.

Delivery times depend on the recipient’s address:

  • Urgent Express: within 24 hours
  • Deluxe Express: 3–5 days.

Inspection upon delivery:

  • Balance Sportswear allows customers to check goods together with the delivery staff at the time of receipt.
  • If it is not possible to check goods with the courier, customers must record a video of the unboxing from the unopened sealed package until the inspection of all items is complete. If discrepancies are found, customers can contact Customer Service for return/exchange support.

Scope of inspection

  • Customers may check received products and compare them with the confirmed order (photo sample, product code, size, color, material, etc.)
  • Absolutely do not remove or break product tags/labels.

Handling steps if goods do not match the order:

  • If, during inspection, the products received do not match the placed order, please contact hotline 0777 770 794 or email info@balancesportswear.store to reach Customer Service for verification.
  • If Balance Sportswear delivers the wrong products, customers may refuse to receive or pay. If payment has already been made, customers may request a new shipment or a refund, which will be processed promptly.
  • If Balance Sportswear delivers correctly but the customer changes their mind, the customer may request an exchange or return under the return policy. In this case, customers bear the shipping cost (if any).

Customer complaint channels

Return/Exchange and Refund Policy

The Return/Exchange Policy is designed to protect customer rights. General provisions for orders purchased in-store or online are as follows:

Return/Exchange Period:

  • Customers may exchange goods within 5 (five) business days from the purchase date (for in-store purchases) or from the date of receipt (for online purchases).

Conditions for Return/Exchange:

  • The product must remain in its original packaging, with price tags attached, unused, unwashed, accompanied by full invoices and documents including the shipping bill.
  • Returned goods must be accompanied by a video recording of the customer’s receipt to compare with Balance Sportswear’s warehouse packing video.

Exchange Value:

  • The value of the exchanged product must be equal to or greater than the value of the purchased product.

Return/Exchange Fees:

  • Customers may have to bear return shipping fees (e.g., two-way shipping). If the product is defective due to manufacturing errors, Balance Sportswear will cover the shipping fee.

Eligible Cases for Return/Exchange

  • Customers may exchange goods if the product is defective due to manufacturing, different from the order details, or upon customer’s request.
  • For detailed regulations, please CLICK HERE.

Refund Policy:

  • Refunds apply when the product is out of stock for exchange or upon customer’s legitimate request.
  • Refund method: bank transfer or other agreed methods.
  • Refund time: within 07 business days from the date Balance Sportswear receives the returned product.

Contact for Support: