At Sports Pup International, we are committed to supplying quality sports equipment and providing customers with a fair and transparent return process. Please review the following conditions before requesting a return, exchange or refund.
1. Return and Exchange Period
A return or exchange request must be submitted within five days from the date on which the order is delivered. Requests received after this period may not be accepted.
2. Mandatory Unboxing Video
A clear and uninterrupted unboxing video is required for claims involving damaged, defective, incorrect or missing products.
The recording must:
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Begin before the sealed parcel is opened.
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Clearly show the courier label and order information.
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Capture the complete unboxing process without pauses or edits.
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Display every product and accessory received.
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Clearly show any damage, defect or discrepancy.
Claims concerning damaged, defective, incorrect or missing products may not be processed without appropriate unboxing evidence.
3. Eligible Returns and Exchanges
A product may qualify for a return or exchange if:
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It has a manufacturing defect.
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It was damaged during delivery.
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An incorrect product, size, colour or variant was delivered.
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An item or accessory is missing from the parcel.
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The selected size does not fit, provided the product remains completely unused.
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The product differs materially from its description on our website.
Eligibility remains subject to inspection and approval by Sports Pup International.
4. Product Condition Requirements
Returned products must:
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Be unused, unworn, unwashed and unaltered.
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Remain in their original condition.
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Include the original packaging, tags and labels.
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Include all accessories, manuals and complimentary items.
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Be free from stains, odours, scratches and customer-caused damage.
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Be accompanied by the order number, invoice or proof of purchase.
Products that do not meet these requirements may be returned to the customer without a refund or exchange.
5. Non-Returnable Products
Returns or exchanges will not be accepted for:
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Products that have been used, worn, washed or altered.
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Products returned without their original packaging or tags.
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Opened or used products restricted for hygiene or safety reasons.
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Customised, personalised or specially manufactured products.
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Custom uniforms, printed kits or products made to specific measurements.
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Clearance or final-sale products, unless received defective or incorrect.
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Products damaged through misuse, improper care or normal wear.
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Claims submitted after the five-day return period.
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Defect, damage, incorrect-item or missing-item claims without the required unboxing video.
6. Change of Mind and Size Exchanges
A change-of-mind return or size exchange may be considered only when the product is unused and remains in its original saleable condition with all packaging and tags intact.
Customers will be responsible for return and replacement shipping charges when the request relates to size, fit, colour preference or change of mind.
7. How to Request a Return or Exchange
To submit a request:
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Contact Sports Pup International within five days of delivery through the contact information provided on our website.
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Provide your name, order number and reason for the request.
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Submit the complete unboxing video where required.
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Provide clear photographs of the product, packaging and relevant issue.
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Wait for confirmation and return instructions before sending the product.
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Dispatch the approved return to the address provided by our support team.
Products returned without prior approval may not be accepted.
8. Inspection and Approval
Returned products will be inspected after they are received. The inspection process generally takes 3–5 business days.
Once completed, the customer will be informed whether the return, exchange or refund has been approved or rejected.
Sports Pup International reserves the right to reject products that have been used, damaged, altered or returned without the required packaging, tags, accessories or supporting evidence.
9. Refunds
If a return is approved, Sports Pup International will initiate the refund within 6–10 business days following approval. Refunds for prepaid orders will be issued to the original payment method wherever possible. Cash on Delivery refunds may be issued through bank transfer, Easypaisa, JazzCash or another method agreed upon with the customer.
After the refund has been initiated, additional processing time may be required by the relevant bank or payment provider. Sports Pup International cannot control delays caused by financial institutions after the refund has been submitted.
10. Shipping Charges
Original shipping charges are non-refundable unless the return results from an incorrect, defective or damaged product supplied by Sports Pup International.
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Sports Pup International will cover reasonable return shipping costs for approved defective, damaged or incorrect-item claims.
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Customers will pay the applicable shipping charges for size exchanges, fit issues, colour preferences or change-of-mind returns.
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Return shipping costs incurred without prior approval may not be reimbursed.
11. Exchanges
All exchanges are subject to product and variant availability. Once the returned product has passed inspection, an approved replacement will generally be dispatched within 3–5 business days.
If your actual exchange processing also requires 6–10 business days, you may retain that timeframe. However, refunds and replacement dispatches are different processes, so they should not automatically use the same timeframe.
12. Damaged or Incorrect Products
Customers must report damaged, defective, incorrect or incomplete orders within five days of delivery. The request must include the order number, unboxing video and clear photographs of the issue.
Customers should not use, repair or alter the product before the claim has been reviewed.
13. Order Cancellations
Orders may be cancelled before dispatch by contacting our customer support team. Once an order has been dispatched, cancellation cannot be guaranteed, and the applicable return conditions may apply.
If a prepaid order is successfully cancelled before dispatch, the refund will be processed within 6–10 business days following cancellation approval.
14. Important Conditions
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The five-day period begins on the recorded delivery date.
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Products must be returned in the same condition in which they were delivered.
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An unboxing video is mandatory for damaged, defective, incorrect or missing-product claims.
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Submission of a request does not automatically guarantee approval.
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Sports Pup International reserves the right to refuse requests that do not comply with this policy.
15. Contact Information
For assistance with a return, exchange or refund, please contact Sports Pup International through the email address, telephone number or WhatsApp details displayed on our Contact Us page.
Please provide your order number and supporting evidence when contacting our team to help us process your request efficiently.