Returns & Refunds Policy

1. Right of Withdrawal (14 Calendar Days)

In accordance with Directive 2011/83/EU and Spanish Consumer Law (Royal Legislative Decree 1/2007), you have the right to withdraw from your purchase within 14 calendar days from the day you (or a third party indicated by you) receive the goods, without giving any reason.

2. Conditions for Returns

To ensure eligibility for a full refund or exchange:

• Items must be unworn, unwashed, undamaged and in their original condition.
• All original tags, labels, and hygiene liners (if applicable) must be intact and attached.
• Items must be returned in their original packaging or adequate protective packaging.

3. How to Request a Return or Exchange

You can start a return process easily using one of the following methods:

1. Via your Account: Log in to My Account, navigate to your order history and click "Request Return" on the relevant order.
2. Via Contact Form / Email: Reach out to our customer support team through our Contact Page indicating your order number and items to return.

4. Return Shipping Costs

• Voluntary Returns / Exchanges: The direct costs of returning the package are the responsibility of the customer.
• Defective, Damaged or Incorrect Items: If you received a damaged, flawed, or incorrect item, FlexForm Fitness covers 100% of the return and replacement costs.

5. Refunds & Timeframes

Once we receive and inspect the returned item(s) at our warehouse:

• We will send you a notification confirming approval or rejection of the refund.
• If approved, the refund will be processed automatically using your original payment method (Stripe / Credit Card) within 14 calendar days (usually within 3-5 business days). We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods.
• Initial standard delivery charges will be refunded in full in accordance with applicable consumer protection laws.

6. Legal Exceptions & Promotional Gifts

Under Article 103 of Spanish Consumer Law (Royal Legislative Decree 1/2007) and EU Directive 2011/83/EU, the right of withdrawal does not apply to:

• Goods made to consumer specifications or clearly personalized.
• Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (e.g. underwear or garments where hygiene seals have been removed).
• Goods that after delivery have suffered wear or damage beyond normal handling necessary to establish their nature and characteristics.
• Free Promotional Gifts and Rewards (0.00 €): Products obtained free of charge via loyalty rewards, referral milestone bonuses, or promotional benefits are strictly non-refundable in cash, cannot be exchanged for monetary value, and do not entitle the user to the reinstatement of spent milestone points or referral invitations once redeemed. (Statutory warranty against manufacturing defects remains unaffected).

7. Legal Warranty (3 Years)

All items sold are covered by a 3-year statutory warranty against manufacturing faults or non-conformity. In case of defective products, you have the right to free repair, replacement, or a complete refund.