Conditions of use

Introduction

The purpose of this document is to establish the conditions of use of the website, as well as the conditions for purchasing products through it by users.

Please read these TERMS AND CONDITIONS OF PURCHASE as well as the PRIVACY POLICY carefully before using this website. If you wish, you may print these conditions.

By using this website or placing an order through it, the user accepts our TERMS AND CONDITIONS OF PURCHASE as well as our PRIVACY POLICY, therefore, if you do not agree, you should not use the website.

General information

In compliance with the duty of information set out in Article 10 of Law 34/2002 of July 11, on Information Society Services and Electronic Commerce, we inform you that the ownership of the website corresponds to LIFE PRO NUTRITION SPAIN S.L.U., with CIF B87111001, and address at CALLE SEGURA 43, MEJORADA DEL CAMPO (28840), MADRID and with email att.clientes@indiex.es and phone number +34644526451.

Use of the site

By using this website and placing orders through it, the user agrees to the following:

• Use the website only for the purpose of consulting products and placing orders.
• Not to place any fraudulent or false order. If an order is reasonably considered to be fraudulent, LIFE PRO NUTRITION SPAIN S.L.U. is authorized to cancel it and inform the relevant authorities.
• Have the legal capacity to enter into contracts (the user declares to be over 18 years old).
• Provide their contact details truthfully and accurately in order to be able to deliver the orders.

Personal data protection

LIFE PRO NUTRITION SPAIN S.L.U. informs users of this website about its policy regarding the processing and protection of personal data that may be collected through browsing or contracting services through the privacy policy. You can access the privacy policy from the website at any time.

Purchase conditions

Service availability. Users have the possibility to place orders for the items offered through the website for delivery both to an address within Spanish territory and to a European destination.

Product availability

Orders are subject to product availability. If there are difficulties in the supply of products or if items are out of stock, LIFE PRO NUTRITION SPAIN S.L.U. will inform the customer of this circumstance, either by email or by phone, and will refund any amount paid for the unavailable product or products or will replace the product with another of the same value, as decided by the customer.

Product prices

The prices of the items include all applicable taxes but do not include shipping costs, which will be added to the total amount. LIFE PRO NUTRITION SPAIN S.L.U. reserves the right to modify prices at any time, although the products will be invoiced based on the price in force at the time of placing the order (subject to product availability).

The purchase order will indicate both the total price of the product/products, including VAT and the corresponding shipping costs, as indicated in the following sections.

The applicable VAT rate will be the legally valid one at any given time depending on the specific item concerned.

The amount of coupons or gift products may be modified or canceled without prior notice, depending on available stock. Some gift products may have a limited or short expiration date.

Shipping costs

• Orders placed before 13:00 will leave our warehouse on the same day. After 13:00 they will leave the following day.
• The delivery time is 24-48 business hours from the moment it leaves our warehouse. In some destinations, due to their location, it may take longer.
• By choosing the Express shipping option (only for mainland national shipments) you ensure that the order leaves on the same day (provided it meets the general conditions). There are 2 Express shipping methods: With Nacex, the delivery time is 24/48 business hours from when it leaves our warehouse. In some destinations, due to their location, it may take longer. With GLS14:00, delivery is guaranteed before 14:00 the following day or a second delivery on the same day.
• During promotional periods or strikes, shipments may be delayed due to the high volume of existing orders or the lack of workers on those days.

How to place an order

To place an order you must select the desired item or items. Once you have selected all the items you want, they will be added to your shopping cart. The next step will be to process the order and make the payment. To do this, you must follow the steps requested on the website and follow the purchase instructions that appear on the screen. Only the data necessary for the purchase and subsequent delivery of the order will be requested. Before completing the purchase, you must EXPRESSLY ACCEPT these conditions, as well as the privacy policy.

The data recorded by the website constitutes proof of the transactions carried out. The customer will receive confirmation of the order via email.

During the process, before making the payment, you may modify your order details. The order is not finalized until the process is completed, which will occur when payment has been made. Clicking on “Pay” implies that you purchase and pay for the selected items; this step constitutes a binding commitment.

Right to cancel the order

LIFE PRO NUTRITION SPAIN S.L.U. reserves the right to reject an order from a customer with whom there is a dispute.

Likewise, LIFE PRO NUTRITION SPAIN S.L.U. has the right to reject or cancel an order for justified reasons, such as:

• Error in the billing details (that are incorrect or impossible to verify)
• If there is suspicion of fraud with the bank card
• If it is not possible to send it to the indicated address
• If there are reasons to suspect that the user is not a final consumer
• If the user is under 18 years old
• If full payment has not been made.

Returns

Product returns: Returns are valid only for paid products; gift or promotional products are exempt from exchanges or returns.

To make a return, the customer must notify us by email at att.clientes@indiex.es as well as the reason for it, order number and photograph if necessary.

There are several cases in which we can manage a return:

• Return due to withdrawal from contract: the customer may return the products, if they are in perfect condition, in their original packaging and seals unopened, within a maximum period of 15 days using their right of withdrawal from the contract. Fresh products do not allow returns. The customer must send the products to our central warehouse. Once received and their correct condition has been verified, the refund will be processed. The cost per shipment will be deducted from the refund as established by law. In the event that the express transport option has been chosen, the transport costs will include an additional cost of €3 per shipment (the extra amount selected as express shipping option).
• Return due to product in poor condition or defective: collection costs are borne by Life. Returns for this reason are only accepted within a maximum period of 15 days for nutrition, 2 days in the case of clothing and accessories and 1 day for fresh products, from receipt of the order. We proceed to manage a free collection order and once we verify the poor condition of the product, we proceed to refund the order. In the case of accessories, add-ons or physical material, only damage that prevents the use and enjoyment of the product due to lack of functionality will be considered a defect, with the rest of the defects being considered minor according to the warranty law of the European Community.
• Return due to incorrect product sent by Life Pro: collection costs are borne by Life Pro. The products must be in perfect condition, in their original packaging and seals unopened; returns for this reason are only accepted within a maximum period of 15 days for nutrition, 2 days in the case of clothing and accessories and 1 day for fresh products from receipt of the order. We proceed to manage a free collection order and once we verify the perfect condition of the product, we will proceed to refund the amount.
• Return due to change of flavor, size or model: the shipping costs of the returned product and the shipment of the new one are borne by the customer; returns for this reason are only accepted within a maximum period of 15 days for nutrition and 2 days in the case of clothing and accessories, from receipt of the order. In this case the customer will bear the costs. If you have doubts about a size or model, we recommend contacting our customer service before placing your order.
• Return of fresh products: Returns of fresh products are not accepted, unless they are sent incorrectly by Life Pro due to expiration date being exceeded, damaged packaging or the product being in poor condition.
• Product returns: Returns are valid only for paid products; gift or promotional products are exempt from exchanges or returns. Gift or promotional products must always accompany the purchased product. Otherwise, the real cost of the missing products will be deducted. To make a return, the customer must notify us by email at att.clientes@indiex.es as well as the reason for it, order number and photograph if necessary.
• Reshipments of shipments entail costs caused by unloading, storage, loading and resending of the goods, therefore if they are due to an error in the buyer’s request, the customer will bear the cost of it. In this case, the customer must pay special attention when choosing the shipping address in order to offer the best service in terms of quality and speed.
• The transport company will attempt delivery a maximum of 2 times. It will send an email or an SMS with the expected delivery date; in the event that the order is not collected, the customer will bear the cost of each shipment (a non-collection implies 2 shipments)
• In the event of lack of stock of any product in the order placed, our customer service department will contact you by phone or through our platform for its replacement. If the customer cannot be reached, the order will be shipped without said product, proceeding to refund it in order to comply with the established delivery deadlines.
• It is important to note that, if your order is returned due to product prohibition or restriction policies, if the shipping address is incorrect, refusal to pay customs fees or refusal to accept the order, even if there is no one available to receive your order. You will receive the total amount of the order minus shipping costs, customs costs and discounts.

In all return cases, the right is reserved to issue the refund through the same payment system, or the delivery of a voucher or coupon for the corresponding amount with a validity of 12 months.

RETURN POLICY, SIZE EXCHANGES AND REFUNDS - CLOTHING

1. Deadline to request a return, a size exchange or report an issue

You will have a period of 14 calendar days from receipt of the order to request a return, a size exchange or report any issue related to the product.

The request must be made through the Customer Service, via email att.clientes@indiex.es, indicating the order number, your name and surname, the type of garment and the reason for the request.

If this period of 14 calendar days elapses without the request having been made, the process cannot be processed and the case will be closed.

2. Shipping deadline and return cost

Once the request has been accepted by the Customer Service, the product must be sent within a maximum period of 5 calendar days.

The shipment must be made following the instructions provided by the Customer Service. The delivery address will be communicated at that time for shipment to the central warehouses.

Except in those cases where there is a product defect, a fault or a shipping error attributable to the company, the return costs will be borne by the customer and may be deducted from the corresponding refund amount.

If the product is not received within the indicated period, the request may become void or be considered closed.

3. Product conditions

Regardless of the reason for the request, the product must be kept in the same condition in which it was received, together with:

• its original tags
• its original packaging

Likewise, the items must be:

• unused
• in perfect condition

Likewise, any return may be rejected in which handling of the product beyond what is necessary to verify its characteristics or size is observed.

4. Conditions applicable to size exchange

The size exchange will be subject to the same conditions established for returns.

Therefore, for the exchange to be processed, the garment must be unused, in perfect condition, with its original tags and with its original packaging.

If the garment does not meet these conditions, the size exchange cannot be processed.

5. Cases in which return or exchange may be rejected

Return, size exchange or refund will not proceed when any of the following circumstances occur:

• that the request has been made outside the period of 14 calendar days from receipt of the order
• that the item shows signs of use
• that the garment has been washed
• that it does not retain its original tags
• that it does not include its original packaging
• that it has not been sent within the maximum period of 5 calendar days after acceptance of the request
• that it does not comply, in general, with the established return conditions

In these cases, the product will be kept at our facilities for a period of 5 calendar days, so that the customer may manage its collection if they wish. You will be informed via email / phone of this possibility. After this period without collection having been carried out, the request will be definitively archived, and it will not be possible to process the refund or exchange initially requested.

6. Incidents, product defects, faults or shipping errors

In the event of an incident, product defect, fault or shipping error, it will be mandatory to attach images and/or videos in which the condition of the garment and, where appropriate, the reported issue can be clearly seen.

These requests must be communicated within the period of 14 calendar days from receipt of the order.

Only in cases where the return originates from a product defect, a fault or a shipping error attributable to the company, the company will fully assume the return costs, as well as the costs derived from the corresponding logistics management and processing.

In these cases, the corresponding refund, exchange or return will be processed at no cost to the customer.

7. Refund policy

Once the product has been received at the central warehouses and it has been verified that it complies with the established return conditions, the corresponding refund will be processed.

The refund will be made through the same payment method used in the purchase.

The refund may take several days to be reflected once the return has been processed, depending on the banking entity or the payment platform used.