Returns, Exchanges and Cancellations Policy

At VIVE POLE we want you to shop with complete peace of mind. This policy explains how to exercise the legal right of withdrawal for online purchases, how to request a cancellation or return, how to make a voluntary exchange, and what to do if a product arrives damaged, defective or does not match what was ordered.

Key information

• Right of withdrawal: you may notify us that you wish to return an online purchase within 14 calendar days following receipt of the order, without having to provide a reason.
• Cancellation before preparation: if your order has not yet been prepared, processed or shipped, you may request its cancellation. Whether cancellation is still possible will depend on the actual status of the order when we receive your request.
• Orders already processed or shipped: once the 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 legal right of withdrawal and return where applicable.
• Online request: you may electronically exercise your right of withdrawal or request a cancellation using our online withdrawal and returns form.
• Returning the product: after communicating your withdrawal, you have a further 14 calendar days to return the product.
• Return cost: in a voluntary return under the right of withdrawal, the consumer bears the direct cost of return transport.
• Defective, damaged or incorrect product: where there is a lack of conformity, VIVE POLE will bear the necessary return costs and apply the remedies provided by law.

Request cancellation, withdrawal or return online

Applicable legal framework

This policy is drafted in accordance with current Spanish and European legislation on consumer protection, distance contracts, the right of withdrawal and the legal guarantee of conformity. In particular:

• The Spanish Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Protection of Consumers and Users.
• Spanish Law 3/2014 of 27 March, which amended the above legislation to incorporate European consumer rights rules into Spanish law.
• Directive 2011/83/EU of the European Parliament and of the Council on consumer rights.
• Spanish Royal Decree-Law 7/2021 of 27 April and Directive (EU) 2019/771, concerning, among other matters, the legal guarantee and conformity of goods.

These references shall be understood as referring to their versions in force. If any clause of this policy conflicts with a mandatory legal provision, the applicable law shall prevail and the consumer's rights shall remain fully protected.

Right of withdrawal for online purchases

If you purchase as a consumer, you may withdraw from all or part of your order within the legal period of 14 calendar days from the day on which you, or a person designated by you, physically receive the goods.

If an order contains several products delivered separately, the period begins when the last item is received.

To comply with the deadline, it is sufficient for you to communicate your decision to withdraw before the 14-calendar-day period expires.

The legal right of withdrawal is not subject to prior authorisation from VIVE POLE.

Cancellation of orders before preparation

If your order has not yet been prepared, processed or shipped, you may request its cancellation using our online form:

Request cancellation or withdrawal

Whether the order can still be cancelled will depend on its actual status at the time we receive your request.

Once the 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 right of withdrawal where legally applicable. If the order has already been shipped, you may subsequently request its return under the conditions set out in this policy.

How to request a return

1. You may communicate your decision to withdraw using our online withdrawal and returns form.
2. You may also email us at robert@vivepole.com, stating your name, order number and the products you wish to return. You are not required to provide a reason.
3. Prepare all components, accessories, manuals and other items received and protect the parcel appropriately for transport.
4. Send the product back at your own expense to the return address indicated below or request our optional collection service.
5. Keep proof of shipment and the tracking number until the return process has been completed.

The goods must be sent back without undue delay and, in any event, within 14 calendar days from the date on which you communicate your decision to withdraw.

Condition of the product and possible reduction in value

You may handle and inspect the product in the same way as you reasonably could in a physical store, solely to establish its nature, characteristics and functioning.

You will be responsible for any reduction in value resulting from handling beyond what is necessary. If there is actual depreciation, VIVE POLE may deduct a justified amount from the refund depending on the condition of the product.

Whenever possible, please return the item with its original packaging, labels, protective films, manuals, accessories and all other components.

The absence or deterioration of the original packaging does not automatically cancel the right of withdrawal, although it may be taken into account if it causes a demonstrable loss in value.

Pleaser shoes and other footwear

• Try on footwear only on a clean, protected indoor surface.
• Do not remove protective stickers from the soles and avoid marks, scuffs, odours or signs of use.
• Do not use the manufacturer's box as the outer shipping box and do not place labels, adhesive tape or writing directly on it.
• Marks or damage beyond what would result from reasonable fitting may lead to a justified reduction in the amount refunded.

Pole dance poles, stages and heavy or bulky items

• Standard poles, stages and other pole dance equipment purchased online remain subject to the right of withdrawal unless a specific legal exception applies, such as manufacture or modification carried out clearly according to the customer's individual specifications.
• Assembly, use or installation resulting in scratches, marks, deformation or wear may result in a reduction in value.
• Please return all parts, screws, tools, bags, manuals, protective materials and boxes supplied.
• Due to their weight and volume, these products may require special transport. The direct cost of return is borne by the consumer in voluntary returns under the right of withdrawal.

Clothing, accessories, grips and personal-use products

• Clothing may be tried on reasonably, but must not be used for training and should be kept free from stains, odours, make-up, deodorant, hair, washing or alterations.
• Grips, cosmetics and other sealed goods which are not suitable for return for health protection or hygiene reasons cannot be returned once the seal has been removed after delivery.
• Products that remain sealed and meet the other applicable conditions may be returned within the relevant period.

Sale items, gifts and products from external suppliers

• Sale items: purchasing a discounted item does not remove the legal right of withdrawal. The same conditions and legal exceptions apply as to other products.
• Gift orders: where a refund is due, it will be made using the same payment method used for the purchase. Store credit may only be offered if the purchaser expressly agrees.
• Products shipped by external suppliers: an external supplier's internal policies do not limit the legal rights the consumer has against VIVE POLE.

Legal exceptions to the right of withdrawal

The right of withdrawal does not apply in the cases provided for by law. Those that may be relevant to products sold in our store include:

• Goods manufactured, cut, modified or prepared clearly according to the consumer's individual specifications, or clearly personalised goods.
• Sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery.
• Goods which are liable to deteriorate or expire rapidly.
• Digital content not supplied on a tangible medium where performance has begun with the consumer's prior express consent and acknowledgement that the right of withdrawal is lost.

Important: the fact that a product is made to order, has to be obtained from an external supplier, is heavy, bulky, expensive or requires installation does not in itself remove the right of withdrawal.

The exception for personalised products will apply only where the product has genuinely been manufactured, modified, cut or prepared clearly according to the customer's individual specifications.

Return costs

For voluntary returns under the right of withdrawal, the consumer must bear the direct cost of returning the goods.

You may choose and arrange the carrier of your choice.

Optional collection service

Where possible, we may also offer an optional collection service.

Before arranging it, we will inform you of the exact price based on destination, weight, volume, number of parcels and product.

As a general reference, the service may start from approximately €9 for small parcels.

Estimated return transport costs may be approximately:

• Pleaser shoes and small parcels: from €6 to €9.
• Clothing and certain products: approximately €15.
• X-POLE products and other heavy or bulky items: between €40 and €300, depending on the model, number of parcels, weight and destination.

These amounts are only estimates of return transport costs.

If you request our collection service, we will inform you of the exact amount and ask for your approval before arranging it.

Voluntary exchanges

If you wish to exchange a size, model or product and there is no lack of conformity, contact us so that we can check availability.

For voluntary exchanges, the customer will bear the return transport cost and, where applicable, the cost of shipping the replacement item.

We will inform you of the amount in advance so that you can accept it before proceeding.

Refund of the purchase price and original delivery costs

If you withdraw from the entire order, VIVE POLE will refund all payments received that are legally refundable, including the cost of the least expensive standard delivery method offered at the time of purchase.

• If you chose an urgent, express or more expensive delivery method than the standard option, we are not required to refund the additional difference.
• If the order was offered with free shipping, the amount actually paid for the products will be refunded in full, without subsequently deducting any hidden outbound shipping cost.
• For a partial return, the original delivery cost will not be refunded where it would have been the same for the products you keep. If the delivery cost can be specifically attributed to and reduced by the returned products, the corresponding amount will be refunded.

The refund will be made without undue delay and, in any event, within 14 calendar days from the date on which you communicate your decision to withdraw.

We will use the same payment method used for the original purchase unless you expressly agree to another method that does not incur any cost to you.

We may withhold the refund until we have received the goods or until you provide evidence that they have been sent back, whichever occurs first.

Damaged, defective, incomplete or incorrect products

A voluntary withdrawal is different from the legal guarantee.

If the product arrives damaged, is defective, incomplete or does not match what you ordered, contact us at robert@vivepole.com and include:

• Your order number.
• A description of the issue.
• Photographs or videos where possible.

In these cases, we will apply the legal guarantee of conformity and bear the necessary transport costs.

Depending on the circumstances, repair, replacement, price reduction or termination of the contract may be available in accordance with applicable law.

For new goods, legal liability for lack of conformity that existed at the time of delivery and becomes apparent subsequently lasts for three years from delivery, under the conditions established by law.

Visible damage on delivery

If the parcel shows dents, breakage, moisture, opening, tampering or other visible damage, we recommend noting this on the carrier's delivery document and informing us as soon as possible, preferably within the first 24 hours.

Where possible, please include photographs of the packaging, shipping label and contents.

This recommendation helps us investigate and make a claim with the carrier, but failure to notify us within the first 24 hours does not remove or limit the consumer's legal rights in relation to lack of conformity.

Return address

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

Email: robert@vivepole.com
Telephone: +34 620 401 884

Do not send parcels cash on delivery.

We recommend using a tracked service and keeping proof of return until the process has been completed.

Electronic withdrawal

You may exercise your right of withdrawal electronically using our online form:

Withdrawals, cancellations and returns

The form allows you to unequivocally communicate your decision to withdraw in relation to one or more products and to provide the information necessary to identify your order.

Submitting a cancellation request does not automatically cancel the order. VIVE POLE will check the actual status of the order and inform you by email.

You may also exercise your right of withdrawal by email or by any other unequivocal statement made within the legal period.

Model withdrawal form

You may use the following model if you wish, although it is not mandatory:

To VIVE POLE,
Carrer Doctor Turró 6 - Local,
08191 Rubí (Barcelona), Spain,
email: robert@vivepole.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

Order number:

Product or products:

Date received:

Consumer's name:

Consumer's address:

Date:

Consumer's signature (only if this form is submitted on paper):

Purchases made by professionals or businesses

The legal right of withdrawal described on this page applies to persons purchasing as consumers for purposes outside their trade, business or professional activity.

Return requests relating to professional or business purchases will be considered in accordance with the commercial conditions expressly agreed, without prejudice to any rights that may apply by law.

Contact

If you have any questions before purchasing or need help with a cancellation, return, exchange or issue, you can contact us:

VIVE POLE
Email: robert@vivepole.com
Telephone: +34 620 401 884

Nothing in this policy limits any mandatory rights granted to consumers under applicable law.