After-Sales Service Guide
After-Sales Service Guide
Our relationship with buyers does not end when the container leaves the port. Better Sports provides structured after-sales support to handle quality claims, returns, and ongoing product inquiries. This guide explains how to get help when you need it.
How to Submit a Quality Claim
Step 1 — Gather Evidence
Before contacting us, please collect the following:
- Clear photos of the defect (close-up and wide-angle)
- Photos of the packaging and carton labels
- Your purchase order (PO) number
- Batch code or production date (if visible on the product)
- A brief description of how the defect was discovered
Step 2 — Contact Support
Send your claim to support@bettersports.com.cn or your dedicated account manager. We acknowledge receipt within 24 hours on business days.
Step 3 — Evaluation
Our QA team reviews the evidence. For complex cases, we may request return of sample units for physical inspection. Evaluation is typically completed within 5 business days.
Step 4 — Resolution
Approved claims are resolved by one of the following methods:
- Replacement shipment: Defective units are replaced free of charge in your next order or via priority air freight for urgent cases.
- Credit note: A credit is applied against your next purchase order.
- Refund: Available for sample orders or small-value shipments where reshipment is impractical.
Return Conditions
| Scenario | Policy |
|---|---|
| Confirmed manufacturing defect | Full replacement or credit; return freight paid by Better Sports |
| Incorrect shipment | We arrange pickup and reshipment at our cost |
| Order cancellation (before production) | 100% deposit refund minus material costs already incurred |
| Custom/branded products | Non-returnable except for confirmed manufacturing defects |
What Is Not Covered
- Normal wear and tear from regular use
- Damage caused by misuse, overloading, or contact with sharp objects
- Products modified or repaired by unauthorized parties
- Claims submitted beyond the warranty period
- Cosmetic damage that does not affect product function
Support Hours
Our after-sales team is available Monday–Friday, 08:30–17:30 China Standard Time (UTC+8). Emergency support for urgent quality issues is available outside normal hours for repeat customers with annual contracts.