Refund policy

Exchange and Return Policy

At VIVE POLE, we want you to shop with complete peace of mind. We offer exchanges and returns within 15 days from receipt of the order for most products, provided that the conditions set out below are met.

Important: before initiating any exchange or return, you must request prior authorisation by email at robert@vivepole.com.

Key information

  • 15 days from receipt of the order for most products.

  • Prior authorisation is mandatory before sending any exchange or return.

  • The cost of return shipping is the responsibility of the customer.

  • Collection service available from €9, depending on weight and volume.

How to request an exchange or return

  1. Email us at robert@vivepole.com to request authorisation.

  2. Include your order number, the item, the size if applicable, and the reason for the exchange or return.

  3. Once the request has been authorised, prepare the product with suitable protection for transport.

  4. Send it to the return address or request our collection service.

  5. Once we receive the package, we will inspect the condition of the item and process the agreed exchange, credit note, or refund.

General conditions for accepting a return

The product must meet the following conditions:

  • It must be unused and in the same condition in which it was received.

  • It must retain its original packaging.

  • It must include, where applicable, tags, plastic wrapping, accessories, and original components.

  • A receipt, order number, or proof of purchase must be provided.

  • The parcel must be sent with proper protection to avoid damage during transport.

Important points to bear in mind:

  • The shipping costs for the exchange or return must be borne by the customer.

  • Original shipping costs are non-refundable.

  • We work with several suppliers, so some items may have special conditions.

  • We always recommend contacting us before sending any return.

Special conditions depending on the type of product

Pleaser shoes

  • The original box must be returned with no adhesive labels attached, no writing on it, and in perfect condition.

  • The stickers on the soles must remain intact.

  • The footwear must not show signs of use, marks, or wear.

  • After inspecting the product, we will process the agreed exchange or return.

Pole bars and heavy items

  • Pole dance bars and other bulky or heavy items are subject to special conditions.

  • Additional transport and repackaging charges may apply.

  • We recommend contacting us in advance to confirm the exact procedure and cost.

Clothing, grips and accessories

  • Repackaging charges may apply if the product has been handled excessively.

  • This includes removed plastic wrapping, cut tags, or damaged packaging.

  • The item must arrive in a condition suitable for inspection and, where applicable, reconditioning.

Sale items

  • Items marked as SALE are not eligible for exchanges or returns.

  • Exceptionally, VIVE POLE may assess, without obligation, a commercial solution in the form of store credit.

Gift orders

  • If the item was purchased as a gift and sent directly to the recipient, a gift credit may be issued for the approved amount.

External suppliers

  • Some products may be subject to specific supplier policies once the purchase has been made.

  • In such cases, we will inform you in advance of the applicable conditions.

Return address and collection service

Return address:

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

Email: vivepolerubi@gmail.com
Phone: +34 620 401 884

Collection service:

We also offer parcel collection from €9, depending on the volume, weight, and type of item.

If you would like to use this option, please let us know by email your availability and preferred time slot: morning or afternoon.

This service is especially useful for shoes, clothing, accessories, and pole dance items when you want to speed up the exchange or return without arranging shipping yourself.

Shipping costs, returns and orders with free shipping

  • Customer return: the cost of return shipping is borne by the consumer.

  • Original shipping costs: non-refundable.

  • Orders with free shipping: the logistical cost is already included in the product price and will not be refunded in the event of a return.

  • Indicative transport references: Pleaser between €6 and €9 · X-POLE between €40 and €300 · Bandurska Design €15.

  • New shipment for an exchange: this will be managed according to the type of product and the conditions agreed after inspection.

Delivery times and transport conditions

At VIVE POLE, we work with GLS, UPS, FEDEX, DHL, Correos and other carriers, depending on the destination, type of goods, and characteristics of the order.

Delivery times are estimated and do not constitute an exact guarantee, as delays may occur due to logistical incidents, operational errors, or circumstances beyond VIVE POLE’s control.

In general, standard shipments are usually delivered within 24 to 72 hours. We also offer Business 24/48-hour services and Express 24 business-hour options, always subject to the actual carrier operation.

Issues upon receipt of the order

At VIVE POLE, we make sure that all orders leave our facilities properly prepared. Our packing process is monitored to verify the condition of the shipment before dispatch.

It is the customer’s responsibility to check the condition of the parcel and its contents at the time of delivery. If the box shows signs of tampering, visible damage, or missing contents, this must be reported immediately.

The customer has a maximum period of 24 hours from receipt to report any issue related to damage, loss, or missing items. After that period, the order will be deemed to have been received correctly.

Frequently asked questions about exchanges and returns

How long do I have to request an exchange or return?
You have 15 days from receipt of the order for most products.

Do I need authorisation before sending the parcel?
Yes. Prior authorisation by email is mandatory before sending anything.

Who pays for the return shipping?
The customer bears the cost of return shipping, unless another solution is expressly agreed.

Can sale items be returned?
No. Items marked as SALE are not eligible for exchanges or returns, except in exceptional cases where a commercial solution may be considered.

Can I return Pleaser shoes if I have tried them on?
Yes, provided they show no actual use, wear, marks on the sole, or damage to the original box.

What happens if my order arrives damaged or incomplete?
You must report the issue within a maximum of 24 hours from receipt so that we can review it.

Shop with confidence at VIVE POLE

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

For any questions, please email us before purchasing or before starting your return.