Withdrawals, cancellations and returns

If you wish to exercise your right of withdrawal for an online purchase made at VIVE POLE, you can submit your request from this page. If your order has not yet been prepared, processed or shipped, you may also request its cancellation.

Important information

If you are purchasing as a consumer, you have 14 calendar days from receipt of the order to communicate your decision to withdraw, without having to provide a reason.

Once you have communicated your withdrawal, you have a further 14 calendar days to return the products.

Order cancellations

Orders not yet prepared or processed: you may request cancellation. Whether the order can still be cancelled will depend on its actual status at the time we receive your request.

Orders already prepared, processed or shipped: once an order has been prepared for dispatch, processed or handed over to the carrier, the shipment can no longer be cancelled.

This does not remove your statutory right of withdrawal where applicable. If the order has already been shipped, you may request a return under the conditions described on this page.

Custom-made, modified or personalised products

Certain goods that are manufactured, cut, modified, personalised or prepared clearly according to the customer's individual specifications may be excluded from the right of withdrawal where the applicable legal exception applies.

The fact that a product is ordered on demand or has to be obtained from an external supplier does not in itself remove the right of withdrawal.

14 days To communicate your withdrawal from receipt of the order.

No reason required Providing a reason for your return is optional.

Return shipping For voluntary withdrawals, the direct cost of return shipping is borne by the customer.

Request cancellation or withdrawal

Complete the following information so that we can correctly identify your order.

What would you like to request? *

Full name *

Email used for the order *

Order number *

Product or products *

Reason (optional)

Additional comments (optional)

I confirm that I wish to submit this request to VIVE POLE. Where this request concerns withdrawal, I unequivocally confirm my intention to withdraw in relation to the products indicated above.

Submitting this request does not automatically cancel your order. We will review its status and reply by email.

What happens next?

We will receive your request and check the status of the order.
If you request cancellation and the order has not yet been prepared or processed, we will confirm whether cancellation is still possible.
If the order has already been shipped and the right of withdrawal applies, we will provide the information required to return the goods.
In the event of withdrawal, you have up to 14 calendar days from communicating your withdrawal to send the products back.
Any refund will be processed in accordance with applicable law and our Returns and Refunds Policy.

Important conditions

The customer bears the direct cost of return shipping for voluntary withdrawals.
Handling beyond what is necessary to establish the nature, characteristics and functioning of the product may result in a justified reduction in value.
Sealed goods that are not suitable for return for health or hygiene reasons may be excluded once unsealed.
Personalised goods or goods made clearly to the customer's individual specifications may be excluded from the right of withdrawal where legally applicable.

Is the product damaged, defective, incomplete or incorrect?

In that case, this is not a voluntary return. Please email robert@vivepole.com with your order number and, where possible, photographs or videos.

Need help?

robert@vivepole.com

VIVE POLE · Carrer Doctor Turró 6 - Local · 08191 Rubí, Barcelona · Spain

Please see our Returns and Refunds Policy .