Return Window & Eligibility Conditions
Customers may request a size exchange, style exchange, or return for refund within 07 (seven) calendar days from the confirmed delivery date.
1.1. Product Eligibility Requirements
- Items must remain in original condition: unworn, unwashed, free of stains, odors, or post-delivery damage.
- Original Just Play hangtags, woven labels, packaging, and any promotional gifts must remain intact and attached.
- Valid proof of purchase is required (Order ID on justplay.vn, delivery receipt, or bank transfer confirmation).
1.2. Non-Returnable Items & Exclusions
- Custom-printed team jerseys (with personalized player names, numbers, or sponsor logos) cannot be exchanged or returned for preference reasons, unless there is a manufacturing defect or printing error caused by Just Play.
- Unsealed personal sportswear accessories (athletic socks, compression undergarments, wristbands/knee supports) for hygiene protection.
- Final clearance items explicitly marked as "Final Sale – Non-Returnable" on the product page.
Return Reasons & Shipping Fee Responsibility
Shipping fee responsibility is determined transparently based on the reason for the return or exchange:
2.1. Manufacturing Defects or Fulfillment Errors (100% Free Return Shipping)
- Manufacturing defects: seam splitting, fabric tears, sublimation dye defects, or heat-transfer peeling upon arrival.
- Wrong item, wrong color, wrong size, or missing quantity compared to the confirmed order.
- Severe parcel damage sustained during transit prior to customer acceptance.
Just Play covers 100% of two-way shipping costs (return pickup and replacement dispatch).
2.2. Size or Style Exchange by Customer Preference
- Applicable when the delivered product matches the order, but the customer wishes to exchange for a different size or another item of equal or greater value.
- If exchanging for a higher-priced item, the customer settles the price difference.
The customer is responsible for two-way shipping charges (returning the original parcel to Just Play warehouse and shipping the replacement item).
Refund Methods & Processing Timelines
Once our warehouse receives and inspects the returned merchandise (within 1–2 business days), refunds are issued according to the original payment method:
- SePay VietQR / Bank Transfer Orders: Refunded via bank transfer to the customer’s bank account within 3–5 business days after inspection approval.
- Cash on Delivery (COD) Orders: Refunded via bank transfer to the bank account designated by the customer within 3–5 business days after warehouse inspection.
- B2B Wholesale Credit Orders: Credit limit balance is restored automatically or offset against the active B2B billing statement immediately upon return credit note approval.
Just Play charges zero restocking or refund administration fees. If your refund has not arrived after 5 business days, please contact our Hotline at 0911 049 307 for priority tracing.
4-Step Return Process & Support Contact
- Step 1 — Submit Request: Contact Hotline 0911 049 307 / 0909 380 307, Zalo OA, or email us with your Order ID and clear photos/videos of the item.
- Step 2 — Confirmation: Customer Support verifies eligibility within 24 business hours and issues return shipping instructions.
- Step 3 — Pack & Ship: Securely pack the item with all original tags and invoice, then hand over to the courier or ship to our warehouse.
- Step 4 — Inspection & Resolution: Upon warehouse verification, we dispatch the replacement item or initiate your bank refund within 3–5 business days.