Returns and Exchanges
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 of receiving the order for most products, provided the conditions below are met.
Key Information
How to request an exchange or return
General conditions for accepting a return
The product must meet these conditions
- It must be unused and in the same condition as received.
- It must retain its original packaging.
- It must include, where applicable, original labels, plastic wraps, accessories, and components.
- A receipt, order number, or proof of purchase is required.
- The package must be shipped properly protected to prevent damage during transport.
Important aspects to consider
- The shipping costs for the exchange or return must be borne by the customer.
- Original shipping costs are not refundable.
- We work with several suppliers, so some items may have special conditions.
- We recommend always consulting us before sending any return.
Special conditions depending on the product type
Pleaser Shoes
- The original box must be returned without adhesives, without writing on it, and in perfect condition.
- The sole stickers must remain intact.
- The footwear must not show signs of use, marks, or wear.
- After reviewing the product, we will process the agreed exchange or return.
Pole dance poles and heavy items
- Pole dance poles and other bulky or heavy items have special conditions.
- Additional transport and repackaging charges may apply.
- We recommend consulting us beforehand to know the exact procedure and cost.
Clothing, grips, and accessories
- Repackaging fees may apply if the product has been excessively handled.
- This includes removed plastics, cut labels, or damaged packaging.
- The item must arrive in a condition suitable for review and reconditioning, if applicable.
- Consumable items such as Grips, Creams, and Magnesium, once opened and used, will not be eligible for exchanges or returns.
Sale Products
- Items marked as SALE are not eligible for exchanges or returns.
- Exceptionally, VIVE POLE may, without obligation, consider a commercial solution in the form of a store credit.
Gift orders
- If the item was purchased as a gift and sent directly to the recipient, a gift credit for the approved value may be issued.
External suppliers
- Some products may be subject to specific supplier policies after purchase.
- In these cases, we will inform you beforehand of the applicable conditions.
Return address and pickup
Return Address
VIVE POLE
Carrer Doctor Turró 6 - Local
08191 Rubí - Barcelona
Spain
Email: vivepolerubi@gmail.com
Phone: +34 620 401 884
Pickup service
We also offer package pickup from €9 in mainland Spain, depending on the volume, weight, and type of item.
If you wish to use this option, please indicate your availability and preferred time slot (morning or afternoon) by email.
Shipping costs, returns, and orders with free shipping
- Customer return: the cost of return shipping is borne by the consumer.
- Original shipping costs: are not refundable.
- Orders with free shipping: the logistical cost is already reflected in the product price and will not be refunded in case of return.
- Indicative transport references including Free Shipping in prices: Pleaser between €6 and €9 · X-POLE between €40 and €300 · Bandurska Design €15. Mats according to quantities from €45.
- New shipment for exchange: will be processed according to the type of product and the conditions agreed upon after review.
Shipping times and transport conditions
At VIVE POLE, we work with GLS, UPS, FEDEX, DHL, Correos and other agencies, depending on the destination, type of goods, and order characteristics.
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 in 24 to 72 hours. We also offer Business 24/48 hour services and Express 24-hour business day options, always subject to actual transport operations.
Incidents upon receipt of the order
At VIVE POLE, we ensure that all orders are properly prepared. Our packaging process is monitored to verify the condition of the shipment before dispatch.
It is the customer's responsibility to check the condition of the package and its contents at the time of receipt. If the box shows signs of tampering, visible damage, or missing contents, it must be reported immediately.
The customer has a maximum of 24 hours from receipt to report any incident related to damage, loss, or missing items. After this period, the order will be considered 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 the receipt of the order for most products.
Do I need authorization before sending the package?
Yes. It is mandatory to request prior authorization by email before making any shipment.
Who pays for the return shipping?
The customer bears the cost of return shipping, unless another solution is expressly agreed upon and for specific exceptions, under our supervision.
Can sale products be returned?
No. Items marked as SALE are not eligible for exchanges or returns, except for exceptional commercial evaluation, such as credit / gift card at Vive Pole.
Can I return Pleaser shoes if I have tried them on?
Yes, as long as 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 incident within a maximum of 24 hours from receipt so we can review it.
Our goal is to offer you a clear, fast, and secure experience for your exchanges, returns, and after-sales support.
For any questions, please write to us before purchasing or before initiating your return.