Right of Withdrawal
In accordance with the European Consumer Protection Code and Directive 2011/83/EU on consumer rights, all customers who make a purchase on Pole Dance Trading as consumers (private individuals purchasing for purposes unrelated to a professional activity) have the right to withdraw from the contract, without penalty and without giving any reason, within the terms set out below.
1. Time limit for exercising the right of withdrawal
The Customer has the right to withdraw from the contract within 14 (fourteen) calendar days, without needing to provide any justification.
The 14-day period starts from:
- the day on which the Customer, or a third party designated by the Customer, physically receives the last item ordered (in case of multiple goods delivered separately);
- the day of delivery, in case of a single item or a single batch/piece.
2. How to notify your withdrawal
To exercise the right of withdrawal, the Customer must inform Pole Dance Trading of their decision within the 14-day period indicated in point 1, by means of an explicit statement sent by email.
Email address to send the request to: office@brasiliamoda.com
In the email, the Customer must include:
- Order number
- Customer's full name
- Product(s) for which withdrawal is requested
- A clear and explicit statement of the wish to withdraw from the contract
- (Optional) IBAN or preferred refund method, if different from the original payment method
Example email subject: “Withdrawal request – Order #12345”
Once the request is received, our customer service team will contact the Customer by email to confirm receipt and provide instructions for returning the product(s), including the address to which the return should be shipped.
To meet the withdrawal deadline, it is sufficient that the communication is sent before the 14-day period expires.
3. Returning the product
After notifying the withdrawal, the Customer must return the product to Pole Dance Trading without undue delay and in any event within 14 days from the date on which the decision to withdraw was communicated.
The product must be returned:
- intact, unused, and in the same condition in which it was received;
- complete with all its parts, accessories, tags, and original packaging, as far as possible;
- adequately packaged to avoid damage during transport.
The Customer is liable for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics, and functioning.
4. Return shipping costs
The shipping costs for returning the product are borne by the Customer, in accordance with applicable regulations.
Pole Dance Trading is not required to reimburse any additional costs resulting from the Customer's choice of a delivery method other than the least expensive standard delivery offered at the time of purchase.
5. Refund
Pole Dance Trading will refund all payments received from the Customer, excluding original delivery costs (where applicable) and return shipping costs, within 14 days from the day on which:
- it receives the returned product, or
- the Customer provides proof of having shipped the product (e.g. via tracking number),
whichever occurs first.
The refund will be made using the same payment method used by the Customer for the initial transaction, unless explicitly agreed otherwise. The Customer will not incur any additional fees as a result of the refund.
Pole Dance Trading reserves the right to withhold the refund until the returned product has been received, or until the Customer has provided proof of shipment, whichever occurs first.
6. Exclusions from the right of withdrawal
In accordance with applicable consumer protection law, the right of withdrawal is excluded for custom-made or personalized products, or for products which, by their nature, cannot be returned for hygiene or health protection reasons once opened or used.
Specifically, the following items are excluded from the right of withdrawal on our store:
- Poles and pole dance equipment (e.g. The Pole, X-Pole poles and similar);
- Safety mats/crash mats.
This exclusion applies regardless of whether the product has been opened or used, given the nature of this equipment and the specific installation/hygiene requirements associated with this category of products. Any defects or non-conformities of the product remain covered by the statutory legal warranty, regardless of this exclusion.
7. Damaged or defective products
The above applies exclusively to the right of withdrawal (change of mind). If the product received is damaged, defective, or not as ordered, the different protections provided under the statutory warranty of conformity apply: in such cases, please contact us at office@brasiliamoda.com, stating your order number and attaching photos of the issue found.
For any questions regarding the right of withdrawal or the return procedure, our customer service team is available at office@brasiliamoda.com.