Exchanges and returns policy

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

Last updated: 25 August 2026.

Applicable legal framework

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

• Spanish Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Protection of Consumers and Users, particularly Articles 68 to 79, 97, 102 to 108, and 114 to 127.
• Spanish Law 3/2014 of 27 March, which amended the preceding consolidated text to incorporate European consumer rights legislation into Spanish law.
• Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, particularly Articles 9 to 16 concerning withdrawal, reimbursement, return, and exceptions.
• Spanish Royal Decree-Law 7/2021 of 27 April and Directive (EU) 2019/771, which regulate, among other matters, the legal guarantee and the conformity of goods.

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

Key information

• Withdrawal: you may notify us that you wish to return an online purchase within 14 calendar days after receiving the order, without having to give a reason.
• Notification: to make the process easier, email us at robert@vivepole.com, stating your order number and the products you wish to return. You may also use any unequivocal statement that allows your decision to withdraw to be proven.
• Returning the product: after notifying us of your withdrawal, you have a further 14 calendar days to return the product.
• Return cost: for a voluntary return under the right of withdrawal, the consumer bears the direct cost of returning the goods.
• Defective, damaged, or incorrect product: where there is a lack of conformity, VIVE POLE will bear the necessary return costs and provide the remedies established by law.

Right of withdrawal for online purchases

If you purchase as an end consumer, you may withdraw from all or part of the order within the statutory period of 14 calendar days from the day on which you, or a person appointed by you, takes physical possession of the goods.

If an order contains several products delivered separately, the period begins when the last product is received. To meet the deadline, it is sufficient to send the withdrawal notice before the 14-calendar-day period expires.

The statutory right of withdrawal is not conditional on prior authorisation from VIVE POLE. However, we recommend contacting us before sending the parcel so that we can provide the return address, identify the return correctly, and prevent any issues.

How to request and make a return

1. Notify us of your decision to withdraw by emailing robert@vivepole.com. State your name, order number, and the products you wish to return. Giving a reason is optional.
2. Prepare all components, accessories, manuals, and other items received, and protect the parcel adequately for transport.
3. Send the product at your own expense to the return address shown below or request our optional collection service.
4. Keep the shipping receipt and tracking number until the return has been completed.

The goods must be sent without undue delay and, in any event, no later than 14 calendar days after notifying us of your withdrawal.

Condition of the product and possible reduction in value

You may handle and inspect the product in the same way as would reasonably be possible in a physical shop, solely to establish its nature, characteristics, and functioning.

You will be liable for any reduction in value resulting from handling beyond what is necessary. Where there is an actual reduction in value, VIVE POLE may deduct from the refund an amount that can be justified by the condition of the product.

Whenever possible, return the item with its original packaging, labels, plastic wrapping, manuals, accessories, and all other components. Missing or damaged 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 the protective stickers from the soles, and avoid marks, scuffs, odours, or signs of wear.
• Do not use the manufacturer's box as the outer shipping packaging or attach labels, adhesive tape, or writing directly to it.
• Marks or damage beyond what is necessary for a reasonable fitting may result in a justifiable reduction in the refunded amount.

Pole dancing poles and heavy or bulky items

• Standard poles, stages, and other pole dancing equipment purchased online remain subject to the right of withdrawal unless a specific statutory exception applies, such as manufacture or modification clearly carried out to the customer's individual specifications.
• Assembly, use, or installation that causes scratches, marks, deformation, or wear may result in a reduction in value.
• Return all parts, screws, tools, bags, manuals, protective materials, and boxes supplied.
• Because of their weight and volume, these products may require special transport. For returns under the right of withdrawal, the consumer bears the direct return cost.

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 products that are not suitable for return for health protection or hygiene reasons cannot be returned once the seal has been removed after delivery.
• Products that retain their intact seal and meet the remaining conditions may be returned within the applicable period.

Sale products, gifts, and products from external suppliers

• Sale products: purchasing a discounted item does not remove the statutory right of withdrawal. The same conditions and statutory exceptions apply as for 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: a supplier's internal policies do not limit the statutory rights the consumer has against VIVE POLE.

Statutory exceptions to the right of withdrawal

The right of withdrawal does not apply in the cases established by law. Exceptions that may affect products sold in our store include:

• Goods made, cut, modified, or clearly prepared to the consumer's individual specifications, or clearly personalised products.
• Sealed goods that are not suitable for return for health protection or hygiene reasons and that have been unsealed after delivery.
• Products that 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 thereby lost.

A standard pole dancing pole, stage, or crash mat is not automatically excluded from the right of withdrawal because of its weight, size, category, or installation requirements.

Return costs and optional collection service

For voluntary returns under the right of withdrawal, the consumer must bear the direct cost of returning the goods. You may choose and arrange your own preferred carrier.

We can also offer an optional collection service. Before you book it, we will confirm the exact price based on the destination, weight, volume, number of parcels, and product. For small parcels, this service normally starts from €9.

As an advance guide, return costs may be approximately:

• Pleaser shoes and small parcels: from €6 to €9.
• Clothing and Bandurska Design products: approximately €15.
• X-POLE products and other heavy or bulky items: from €40 to €300, depending on the model, number of parcels, weight, and address. The estimated maximum cost is €300.

These amounts are estimates for return transport. They will not be deducted automatically: if you request our collection service, we will confirm the exact amount and ask for your acceptance before arranging it.

Where a voluntary exchange is requested, the customer will bear the return transport cost and, where applicable, the cost of the new shipment. We will confirm the amount in advance so that you can accept it before proceeding.

Refund of the price and original delivery costs

If you withdraw from the entire order, VIVE POLE will reimburse all payments received, 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 standard delivery, we are not required to refund the additional difference.
• If the order was offered with free delivery, the full amount actually paid for the products will be refunded, with no later deduction for any hidden original delivery cost.
• For a partial return, the original delivery costs will not be refunded where they would have been the same for the products you choose to keep. If the delivery cost can be specifically attributed to and reduced in respect of 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 notify us of your decision to withdraw. We will use the same payment method used for the purchase unless you expressly agree to another method that does not result in any fees for you.

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

Damaged, defective, incomplete, or incorrect products

Voluntary withdrawal is different from the legal guarantee. If a product arrives damaged, is defective, incomplete, or does not match what you ordered, contact us at robert@vivepole.com and provide your order number, a description of the issue, and 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, the appropriate remedy may be repair, replacement, a price reduction, or termination of the contract, in accordance with the applicable law.

For new goods, statutory liability for a lack of conformity existing at the time of delivery and becoming apparent afterwards lasts for three years from delivery, subject to the conditions established by law.

Visible issues upon delivery

If the parcel shows dents, tears, moisture, signs of opening or tampering, or any other visible damage, we recommend recording this on the carrier's delivery receipt and notifying us as soon as possible, preferably within the first 24 hours. Please include photographs of the packaging, shipping label, and contents.

This recommendation helps us investigate and make a claim against the carrier, but failure to notify us within the first 24 hours does not remove or limit the consumer's statutory rights in relation to a 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 the return receipt.

Model withdrawal form

You may use the following form, 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 for 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 statutory right of withdrawal described on this page applies to customers purchasing as consumers for purposes outside their trade, business, craft, or profession. Return requests for professional or business purchases will be considered in accordance with the commercial terms expressly agreed, without prejudice to any rights that apply by law.

Contact

If you have any questions before purchasing or need help with a return, email us at robert@vivepole.com or call +34 620 401 884.

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