Exchanges, returns and refunds policy

At F&P GRIP, we want you to shop with complete peace of mind. This policy sets out the conditions applicable to F&P GRIP products sold by VIVE POLE S.L.

Seller: VIVE POLE S.L.

Tax ID: B56718729

Address: Carrer Doctor Turró 6 - Local, 08191 Rubí, Barcelona, Spain

Email: grip@fpgrip.com

Telephone: +34 620 401 884

To return an F&P GRIP product because you have changed your mind, it must:

• Retain its original safety seal intact.
• Not have been opened, tested or used.
• Include all components, labels and instructions supplied.
• Be properly protected for return shipping.
• Include or clearly state the order number so that the purchase can be identified.

The seal protects the product and all our customers

F&P GRIP is a consumable cosmetic product applied to the hands and body. For health protection, hygiene, safety, quality-control and traceability reasons, the right of withdrawal does not apply where the customer has removed or broken the safety seal after delivery.

Opened, unsealed or used products will not be accepted as change-of-mind returns, even if they have only been tested once or still contain part of the product. This exclusion does not restrict consumer rights in the event of a defect, fulfilment error, transit damage or lack of conformity.

Spain, the Balearic Islands, the Canary Islands, Portugal and the rest of the EU/EEA

• Where the consumer withdraws from and returns the entire order, and the products are eligible for return, all payments received will be reimbursed, including the cost of the least expensive standard delivery option offered.
• If the consumer expressly selected an expedited or premium service instead of the least expensive standard option, the additional premium delivery cost will not be reimbursed.
• Where an order was advertised with free shipping, the full amount actually paid for the products will be refunded, without subsequently deducting a hidden logistics cost.
• The customer bears the direct cost of return shipping where the return is due to withdrawal or change of mind and the customer was informed of this responsibility.
• For a partial return, original delivery costs will not be reimbursed where the customer keeps other products and the same delivery cost would have been incurred in any event, without prejudice to mandatory applicable law.

The Canary Islands and other customs territories

Standard delivery amounts charged directly by F&P GRIP will be handled under the rules above. However, IGIC, customs duties, customs clearance, disbursements or administration charges paid by the customer directly to an authority, customs office, agency or carrier are not sums received by F&P GRIP and cannot be refunded by our company.

Where applicable, the customer should ask the body or intermediary that collected those amounts whether a refund can be requested. For a voluntary return, the customer also bears any return customs formalities and related costs, unless the return is due to an error or lack of conformity attributable to F&P GRIP.

United States and destinations outside the European Union/EEA

Unless a mandatory rule in the consumer's country or state of residence provides greater protection, F&P GRIP voluntarily offers 15 calendar days from receipt to request the return of unopened, unused products with their safety seal intact.

• Original shipping, international transport, customs clearance, duties, import taxes and customs administration charges are non-refundable for a voluntary international return.
• The customer bears the return transport, insurance, customs formalities and any cost necessary for the return to reach our premises.
• This rule does not apply where the return is due to an incorrect product, confirmed defect or lack of conformity attributable to F&P GRIP, or where mandatory local law provides otherwise.

• For a voluntary return, the customer may arrange a tracked return service independently.
• Where F&P GRIP offers a return label or collection, its price will be disclosed before it is booked. If accepted by the customer, that cost may be charged separately or deducted from the refund and will be clearly identified as a return shipping cost.
• Where the customer arranges the return directly, the customer remains responsible for the product until it reaches our premises.
• F&P GRIP will bear the necessary costs where there is a fulfilment error, damage attributable to transport arranged by us, an incorrect product or a confirmed lack of conformity.

Refunds will be issued to the original payment method unless another method is expressly agreed and does not result in any cost to the consumer.

Where the statutory right of withdrawal under Spanish or European Union law applies, the refund will be made without undue delay and no later than 14 calendar days after notification. F&P GRIP may withhold the refund until the products are received or the customer provides proof of return, whichever occurs first.

Voluntary returns from countries outside the European Union/EEA will be processed after the product has been received and inspected, within the period communicated and subject to any mandatory applicable law.

If the parcel shows signs of impact, breakage, moisture, visible tampering, missing contents or contains a product different from the one purchased, we recommend reporting it as soon as possible and preferably within the first 24 hours. This helps us submit a carrier claim, but does not restrict or remove any statutory rights concerning defects or lack of conformity.

To assess the issue, we may request:

• Order number and a clear description of what happened.
• Photographs or video of the product and outer packaging.
• Photographs of the seal, label and batch number.
• Retention of the product and packaging until instructions are provided.

Depending on the circumstances, we will offer repair where appropriate, replacement, reshipment, price reduction or refund in accordance with applicable law.

Normal wear, excessive use, application contrary to the instructions, improper storage, exposure to inappropriate temperatures or humidity, external contamination or handling after delivery will not be considered defects.

Grip performance may vary according to skin type, perspiration, temperature, surface, amount applied and method of use. A personal result that does not match a subjective expectation does not automatically mean that the product is defective.

If an undesirable reaction occurs, stop using the product and contact us with the order number, batch number, product used, method of application and a description of the reaction. We will assess the safety report, without this assessment itself constituting an admission that the product is defective.

• Purchasing during a promotion or at a discounted price does not remove statutory consumer rights.
• Only units that remain unopened, unused and with their safety seal intact may be returned because of a change of mind.
• Opened or unsealed units are excluded for health and hygiene reasons.
• For partial returns of bundles or multipacks, the refund will be calculated using the portion of the price actually paid that is attributable to the returned units, taking the applied discount into account and complying with mandatory law.

Voluntary exchanges are subject to availability. The returned product must retain its intact safety seal. Unless there is an error or lack of conformity attributable to F&P GRIP, the customer bears both the return shipping and the cost of shipping the replacement product.

Alternatively, where applicable, the customer may exercise the right of withdrawal and place a new order separately.

VIVE POLE S.L.

F&P GRIP · Returns

Carrer Doctor Turró 6 - Local

08191 Rubí, Barcelona

Spain

Before sending a return, email us at grip@fpgrip.com to receive instructions and ensure that the return can be correctly identified. An unannounced return may be delayed while it is identified and processed, but it will not be refused solely for lack of authorisation where a statutory right has been validly exercised.

Our aim is to provide a clear, safe and transparent experience before and after your purchase.

For any questions, email grip@fpgrip.com or call +34 620 401 884.

Legal information

This policy is interpreted in accordance with 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 and 102 to 108, and with Directive 2011/83/EU on consumer rights.

The exclusion applying to F&P GRIP after the safety seal has been broken is based on Article 103(e) of Spanish Royal Legislative Decree 1/2007, concerning sealed goods which are not suitable for return for health protection or hygiene reasons after being unsealed following delivery.

For consumers resident outside the European Union or European Economic Area, the voluntary international policy stated above applies without prejudice to any mandatory rights granted under the law applicable in their place of residence.

Seller: VIVE POLE S.L. · Tax ID B56718729 · Carrer Doctor Turró 6 - Local, 08191 Rubí, Barcelona, Spain · Version updated: 26 August 2026.