The law recognizes a minimum period of 14 calendar days. VIVE POLE contractually extends this to 15 calendar days, counted from the day you, or a person designated by you other than the carrier, physically receives the goods.

Within this period, you can withdraw from all or part of the order. If the order contains several goods delivered separately, the period begins when the last of them is received.

To meet the deadline, it is sufficient to send the communication before the end of the 15 calendar days. The additional day offered by VIVE POLE is subject to the same return conditions provided in this policy.

You may handle and examine the product as you would reasonably do in a physical store, solely to check its nature, characteristics, and functioning.

You will be liable only for any diminished value resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. If there is a real depreciation, VIVE POLE may deduct from the refund the amount that can be justified based on the product's condition.

Whenever possible, return the item with its original packaging, labels, manuals, accessories, and other components. The absence or deterioration of the packaging does not automatically invalidate the right of withdrawal, although it may be taken into account if it causes a demonstrable loss of value.

Pleaser shoes and other footwear

• Try on footwear only on a clean, protected indoor surface.
• Do not remove protective stickers from soles and avoid marks, scuffs, odors, or signs of wear.
• Do not use the manufacturer's box as outer packaging or stick labels, tape, or notes directly on it.
• Marks or damage exceeding reasonable trial may result in a justifiable reduction of the refunded amount.

Pole dance poles and heavy or bulky items

• Standard poles, stages, and other equipment purchased online retain the right of withdrawal, unless there is a specific legal exception, such as manufacturing or modification clearly made to the customer's particular specifications.
• Assembly, use, or installation that causes scratches, marks, deformations, or wear may result in a justifiable decrease in value.
• Return all parts, screws, tools, bags, manuals, protections, and boxes provided.
• Due to their weight and volume, these products may require special transport. In a voluntary withdrawal, the direct cost of return falls to the consumer.

Clothing, grips, and personal use products

• Clothing can be tried on reasonably, without being used for training and avoiding stains, odors, makeup, deodorant, hairs, washing, or alterations.
• Grips, cosmetics, and other sealed products that are not suitable for return for health or hygiene reasons cannot be returned if the seal has been removed after delivery.
• Products that retain their intact seal and meet the other conditions may be returned within the applicable period.

Sale items, gifts, and external suppliers

• Sale items: purchasing a discounted item does not eliminate the right of withdrawal. The same conditions and legal exceptions apply as for other products.
• Gift orders: when a refund is due, it will be made via the same payment method used for the purchase. Store credit will only be issued if expressly accepted by the buyer.
• External suppliers: their internal policies do not limit the legal rights that the consumer has against VIVE POLE.

The right of withdrawal will not apply in legally provided cases. Among those that may affect our products are:

• Goods manufactured, cut, modified, or clearly prepared according to the consumer's particular specifications, or clearly personalized products.
• Sealed goods unsuitable for return due to health protection or hygiene reasons, if unsealed after delivery.
• Products that may deteriorate or expire rapidly.
• Digital content not supplied on a tangible medium if the performance has begun with the consumer’s prior express consent and their acknowledgment that they thereby lose their right of withdrawal.

Return address

VIVE POLE

Carrer Doctor Turró 6 - Local

08191 Rubí - Barcelona

Spain

Email: robert@vivepole.com

Phone: +34 620 401 884

Optional collection service

You can directly contract and pay for the transport company you prefer. We can also offer you an optional collection. Before managing it, we will inform you of the exact price so you can accept it.

The service usually starts from €9 for small packages and varies according to destination, weight, volume, number of packages, and product type.

For a voluntary return due to withdrawal, the consumer will bear the direct cost of return shipping. As an initial estimate, especially for goods that cannot normally be returned by mail:

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

When a voluntary exchange is requested, the customer will bear the return shipping cost and, where applicable, the cost of the new shipment. We will inform you of the amount in advance.

When you withdraw from the entire order, VIVE POLE will refund all payments received, including the cost of the least expensive ordinary delivery method offered at the time of purchase.

• Express or premium delivery: if you chose a more expensive method than ordinary delivery, we will not be obliged to refund the additional difference.
• Free shipping: the amount actually paid for the products will be fully refunded, without subsequently deducting any hidden outbound shipping costs.
• Partial return: original delivery costs will not be refunded if they would have been the same for the products you keep. If the cost can be specifically attributed and reduced by the returned products, the corresponding portion will be refunded.

The refund will be made without undue delay and, in any case, within 14 calendar days from the date you communicate the withdrawal. The same payment method used for the purchase will be used, unless you expressly agree to another method that does not incur costs for you.

We may withhold the refund until we have received the goods or until you provide proof of their return, whichever condition is met first.

Voluntary withdrawal is distinct from the legal guarantee. If the product arrives damaged, is defective, incomplete, or does not match the order, please contact us at robert@vivepole.com and include the order number, a description, and, when possible, photos or videos.

In these cases, we will apply the legal guarantee of conformity and bear the necessary transportation costs. Depending on the situation, repair, replacement, price reduction, or contract termination may apply.

For new goods, the legal liability for lack of conformity is three years from delivery, under the terms provided by applicable regulations.

We work with GLS, UPS, FEDEX, DHL, Correos and other agencies, depending on the destination and order characteristics.

In general, standard shipments are usually delivered within 24 to 72 business hours. We also offer Business 24/48 hour services and Express 24 business hour options.

The indicated times are estimates unless a specific date has been expressly agreed upon. Any delay will be managed in compliance with the consumer's legal rights.

If the package shows dents, breakages, moisture, opening, tampering, or any visible damage, we recommend noting it on the carrier's proof of delivery and notifying us as soon as possible, preferably within the first 24 hours.

Attaching photos of the packaging, label, and contents facilitates the claim to the carrier. This 24-hour recommendation does not eliminate or limit the consumer's legal rights for lack of conformity.

How long do I have to report a return?

You have 15 calendar days from receipt of the order. VIVE POLE extends the legal minimum of 14 days by one day.

Do I need authorization before sending the package?

No. Withdrawal does not depend on prior authorization. We recommend writing to us to identify the order and avoid incidents upon receipt.

Who pays for return shipping?

In a voluntary return due to withdrawal, the consumer pays. If the product is defective, arrives damaged, or is incorrect, VIVE POLE will bear the necessary costs.

Are original shipping costs refunded?

Yes, when you withdraw from the entire order, the cost of the least expensive ordinary delivery is refunded. The supplement for an express or premium method is not refunded. If shipping was free, the amount paid for the products is fully refunded, with no hidden deductions.

Can discounted products be returned?

Yes. A discount does not eliminate the right of withdrawal. Only the applicable legal exceptions due to the specific nature of the product will apply.

Can I return Pleaser shoes if I have tried them on?

Yes, if the try-on was reasonable and performed on an indoor, clean, and protected surface. Actual use, wear, or damage may justify a reduction in the refund due to loss of value.

What happens if my order arrives damaged or incomplete?

Notify us as soon as possible and, preferably, within the first 24 hours to facilitate the claim to the carrier. This recommended period does not eliminate your legal rights.

You can use this template, although it is not mandatory:

The legal right of withdrawal described on this page applies to those who purchase as consumers for purposes unrelated to their business or professional activity. Returns for professional or business purchases will be reviewed in accordance with the expressly agreed commercial terms, without prejudice to any legally applicable rights.

Our goal is to offer you a clear, fast, and secure experience for your exchanges, returns, and after-sales service.

For any questions, write to us before buying or before initiating your return.

Applicable Regulatory Framework

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

• Royal Legislative Decree 1/2007, of November 16, approving the revised text of the General Law for the Defense of Consumers and Users, especially its articles 68 to 79, 97, 102 to 108, and 114 to 127.
• Law 3/2014, of March 27, amending the previous revised text to incorporate European consumer rights regulations into Spanish law.
• Directive 2011/83/EU of the European Parliament and of the Council, of October 25, 2011, on consumer rights.
• Royal Decree-Law 7/2021, of April 27, and Directive (EU) 2019/771, regarding conformity and warranty of goods.