Refund policy

Last updated: 19 August 2026

Contents

Our commitment

At KneeXFIT we want customers to buy with confidence. That is why we offer a voluntary return policy of up to 30 calendar days from receipt of the order, subject to the conditions set out in this Policy.

This voluntary enhancement does not limit or replace the legal rights available to the consumer under applicable law.

Scope

This Policy applies to orders placed with KneeXFIT through its official sales channels, unless a different condition is expressly indicated during the purchase process or in a specific promotion.

Where the customer acts as a consumer, they shall retain at all times the non-waivable rights recognised by applicable consumer law. Where the buyer acts as a company, professional, distributor or for purposes outside domestic consumption, the legal right of withdrawal applicable to consumers shall not apply, unless KneeXFIT expressly accepts it or a mandatory rule provides otherwise.

The applicable Policy shall be the one published at the time of purchase, without prejudice to subsequent updates that may improve the customer's position or adapt to regulatory changes.

Legal right of withdrawal

If the customer buys as a consumer, they have the legal right of withdrawal for 14 calendar days from receipt of the order, without needing to justify their decision. If an order is delivered in several shipments, the period shall run from receipt of the last product, batch or item forming part of the order, where legally applicable.

To exercise it, they must notify us before the deadline by means of an unequivocal statement, writing to kneexfit@gmail.com and stating the order number, full name and the email address used for the purchase. They may also use any withdrawal form, link or electronic function that KneeXFIT makes available on its website.

The customer may use the model form included at the end of this Policy, although its use is not compulsory. The burden of proving that withdrawal was exercised within the deadline lies with the customer, so we recommend keeping a copy of the message sent.

Once withdrawal has been notified, the customer must return the product without undue delay and, in any event, within the 14 calendar days following notification, unless KneeXFIT indicates another legally valid solution.

Voluntary 30-day policy

In addition to the 14-day legal right of withdrawal, KneeXFIT voluntarily offers the possibility of requesting a return up to 30 calendar days from receipt of the order.

Between day 15 and day 30, the return is a voluntary commercial enhancement and may be subject to additional requirements, such as the product being returned without real use, unwashed, undamaged, with its accessories, labels, instructions and original packaging where possible, and complying with the hygiene, promotion, bundle and procedural conditions set out in this Policy.

This voluntary policy neither prevents nor reduces the legal rights available to the consumer during the legal withdrawal period or in the event of a defective or incorrect product, or a lack of conformity attributable to KneeXFIT.

Products in contact with the body

KneeXFIT products are compression and support items that may be in direct contact with the body.

For hygiene and health protection reasons, withdrawal returns will not be accepted for sealed products that have been unsealed after delivery and which are not suitable for return for hygiene or health reasons.

Where the legal exception does not apply, KneeXFIT may reduce the refund if the product shows a diminished value caused by handling beyond what is necessary to establish its nature, characteristics and functioning.

This clause does not affect the customer's rights in the event of a defective or incorrect product, or a lack of conformity.

Size guide and fit

KneeXFIT sizes are indicated by means of an indicative guide based on approximate body weight ranges, as this is the reference criterion provided by the manufacturer.

Size Indicative weight
M 50-60 kg
L 60-72.5 kg
XL 72.5-92.5 kg
XXL 92.5-110 kg

Body weight is only an indirect and approximate reference. The actual fit of a compression knee brace depends mainly on each person's anatomy: thigh, knee and calf circumference, muscle mass, body distribution, sensitivity to pressure and personal compression preference. For this reason, two people of the same weight may need different sizes.

The size guide is a general starting recommendation and not a guarantee of fit or an agreed characteristic of the product. No weight range can ensure an exact fit for all body types.

If the customer is between two sizes or close to a limit, we recommend choosing the larger size if they prioritise comfort or have muscular legs or a larger knee circumference, and the smaller size if they prioritise a stronger compression sensation, always at their own discretion.

The customer is responsible for reviewing the size guide before making the purchase and for assessing their build and fit preference. If in doubt, they may contact KneeXFIT at kneexfit@gmail.com before buying and we will help them choose.

The choice of size is exclusively the customer's. Where the product received matches the size ordered and the guide published on the website, it shall be deemed to conform to the order. Discomfort, looseness or compression sensations arising from the size chosen, the user's particular anatomy or their fit preferences shall not in themselves constitute a defect or a lack of conformity of the product.

Exchanges or returns due to size

KneeXFIT does not currently carry out direct exchanges of size, colour or product.

If the customer wants another size, they must process a return in accordance with this Policy and place a new order.

For returns motivated by an incorrect size choice, change of mind, personal fit preference, comfort, compression sensation or the choice of a size other than the one recommended, the costs of return, shipping, reshipment, logistics handling, customs, fees or international costs shall be borne by the customer, unless the size received is different from the one purchased or there is a lack of conformity attributable to KneeXFIT.

Promotional bundles

The promotional bundles sold by KneeXFIT, including but not limited to promotions such as "2nd unit at 50%", "Buy 2 and get 1 free", quantity discounts or any other offer involving several units purchased together at a promotional price, constitute a single commercial unit and a single purchase contract for the purposes of price, discount and return.

Consequently, where the customer requests withdrawal, return or refund of an order purchased as a promotional bundle, they must return all the units making up that bundle, together with their accessories, labels, instructions, packaging and other included items, always within the limits permitted by applicable law.

Partial returns of one or more units belonging to a promotional bundle will not be accepted where this would mean keeping the economic benefit derived from the promotion on the remaining units.

If the customer wishes to keep only part of the units purchased as a promotional bundle, KneeXFIT may, where legally applicable and at its sole discretion, recalculate the order applying the individual price applicable to the products finally kept outside the promotional bundle, and deduct from the amount to be refunded the difference corresponding to the loss of the promotional discount, as well as any other legally applicable amount.

This recalculation shall not be considered a penalty for withdrawal, but rather a price adjustment resulting from the commercial conditions that gave rise to the discount, gift, bonus or promotional advantage no longer being met.

This clause does not limit the consumer's legal rights in the event of a defective or incorrect product, or a lack of conformity attributable to KneeXFIT. If the issue affects only one specific unit of a bundle, KneeXFIT will handle the appropriate solution in accordance with applicable law, without requiring the customer to waive the rights available to them in respect of that unit.

Gifts, free products and discounts

Where an order includes free or bonus products, promotional gifts, samples, free accessories, discounts conditional on a minimum amount, coupons, volume advantages or promotions linked to the purchase of certain products, such advantages shall be conditional on the promotion's requirements continuing to be met.

If a full or partial return means the order no longer meets the conditions of the promotion, KneeXFIT may, where legally applicable, deduct from the refund the value of the free or bonus products not returned, the discount improperly applied after recalculation, or any promotional advantage that no longer applies.

Discount codes, coupons, promotional cards, points, gifts or commercial advantages are not exchangeable for money and do not give rise to a separate right to a refund, unless applicable law provides otherwise.

Reporting order issues

The customer must check the order at the time of delivery or as soon as possible after receiving it.

If they detect any visible issue with the order, they must report it to KneeXFIT as soon as possible and preferably within 48 hours of receipt, writing to kneexfit@gmail.com.

Issues include, among others:

  • Damaged, defective or incorrect product.
  • Incomplete order.
  • Tampered package or damaged packaging.
  • Obvious differences between what was received and what was purchased.
  • Visible incidents on the shipping label.

To handle the incident correctly, the customer must keep the original packaging and provide photographs or videos of the package, shipping label, product received and the issue detected.

Reporting outside the recommended period may hinder or prevent a claim against the carrier or logistics operator, without prejudice to the legal rights available to the consumer in the event of a lack of conformity.

How to request a return

Before sending any product, the customer must contact KneeXFIT to receive return instructions.

  • Write to kneexfit@gmail.com stating the order number, full name, reason for the return and, where applicable, photographs or videos.
  • Wait for confirmation and instructions from KneeXFIT.
  • Send the product only to the address provided by KneeXFIT.
  • Package the product securely to avoid damage in transit.
  • Keep the proof of postage and tracking number.

Returns sent without prior notice, to an incorrect address or following a procedure other than the one indicated by KneeXFIT may suffer delays or incidents, or may not be properly received.

The return address may not coincide with the owner's address, the customer's country or the fulfilment centre from which the order was shipped. KneeXFIT may designate, depending on the case, a receiving centre, warehouse, logistics operator or authorised point located inside or outside the European Union.

The procedure indicated by KneeXFIT shall not limit the valid exercise of the legal right of withdrawal where the customer has notified it within the deadline by means of an unequivocal statement.

Return costs

Except in cases of a defective or incorrect product, or a lack of conformity attributable to KneeXFIT, all direct return costs shall be borne by the customer, provided KneeXFIT has informed them of this in accordance with applicable law.

This includes return shipping costs, transport labels, packaging, tracking, optional insurance, fees, duties, taxes, customs charges, national or international logistics costs, and costs arising from shipments that are refused, uncollected or sent to an incorrect address.

Return costs may vary depending on the customer's country, the return address assigned, the logistics operator, the authorised receiving centre and the applicable international transport route.

In some cases, the return may require a national or international shipment, since fulfilment centres, warehouses or authorised receiving points may be located inside or outside the European Union.

KneeXFIT is not responsible for packages lost, damaged, held or incorrectly delivered during return transit where the shipment was arranged by the customer, without prejudice to the mandatory rules applicable to legal withdrawal. We always recommend using a tracked shipping method.

Condition of the returned product

For the return to be accepted, the product must be returned in good condition, with all its parts, accessories, labels, instructions and original packaging where possible.

It must not show damage caused by the customer, signs of excessive use, washing, stains, odours, tears, cuts, deformation, alterations, missing parts, replaced components or conditions incompatible with a simple reasonable inspection.

KneeXFIT may refuse the return or reduce the refund where the product does not meet these conditions, within the limits permitted by applicable law.

Inspection and diminished value

Once the returned product has been received, KneeXFIT may inspect it to verify its condition, correspondence with the order, integrity of accessories, signs of use, handling, washing, damage, odours, stains, alterations or any other relevant circumstance.

The customer may handle the product only to the extent necessary to establish its nature, characteristics and functioning, in a manner similar to what would be possible in a physical store. Any further use, prolonged use, training, washing, deterioration, alteration or loss of value may give rise to a proportional reduction of the refund where legally applicable.

If the returned product does not correspond to the one sent by KneeXFIT, is incomplete, has been replaced by another item or shows reasonable signs of tampering, KneeXFIT may suspend the refund while it reviews the incident and requests additional information.

Order cancellation

The customer may request cancellation of an order by writing to kneexfit@gmail.com as soon as possible, preferably within the first 12 hours from purchase.

KneeXFIT will try to cancel the order provided it has not yet been processed, prepared, shipped or communicated to the fulfilment centre.

Once logistics processing has started, it may not be possible to cancel the order. In that case, the customer may request a return after receiving it, in accordance with this Policy.

Refused or uncollected orders

If an order is refused by the customer, uncollected, returned due to absence, an incorrect address, incomplete details, impossibility of contact or failure by the customer to complete customs formalities, KneeXFIT may deduct the costs incurred from the refund, including shipping, return, logistics handling, duties, fees or applicable charges.

Costs arising from a new shipment may also be deducted if the customer requests redelivery of the order and the initial incident is not attributable to KneeXFIT.

This clause shall not apply where the return is the consequence of a cause attributable to KneeXFIT.

Refunds

Where legal withdrawal has been correctly exercised, KneeXFIT will refund the corresponding amounts without undue delay and, in any event, within the applicable legal period. KneeXFIT may withhold the refund until it receives the returned product or until the customer provides sufficient proof of return, whichever occurs first.

Where withdrawal affects the entire order, the corresponding amounts will be refunded, including the initial standard shipping costs where legally applicable. Additional costs arising from choosing a more expensive delivery method than the standard delivery offered will not be refunded.

For voluntary returns requested outside the legal withdrawal period, the refund will be processed once the returned product has been received and verified, provided it meets the conditions of this Policy.

The refund will preferably be made using the same payment method used for the purchase, unless otherwise agreed and provided the customer incurs no costs as a result. The banking time for the amount to appear may depend on the issuing entity or payment provider.

Non-refundable amounts

Unless applicable law provides otherwise or there is a lack of conformity attributable to KneeXFIT, the following are not refundable:

  • Direct return costs borne by the customer.
  • Additional costs arising from choosing a delivery method different from or more expensive than the standard delivery offered.
  • Packaging costs, optional insurance, tracking, express courier or services contracted directly by the customer.
  • Duties, import taxes, customs fees or handling charges levied by authorities, carriers or external operators where they have not been received by KneeXFIT.
  • Costs arising from an incorrect address, failure to collect, unjustified refusal of the order, lack of cooperation at customs or return to an unauthorised address.
  • Discounts, coupons, gifts, bonus products or promotional advantages that no longer apply after a full or partial return.
  • The diminished value of the product caused by handling beyond what is necessary to establish its nature, characteristics and functioning.

Defective, incorrect or non-conforming product

If the customer receives a defective or incorrect product, or one that does not conform to the contract for a cause attributable to KneeXFIT, they must contact kneexfit@gmail.com stating the order number and providing photographs or videos that allow the incident to be assessed.

Where a legally established lack of conformity exists, KneeXFIT will offer the appropriate solution in accordance with applicable law, which may include replacement, repair, price reduction, termination of the contract or a refund, as appropriate in each case.

Remedies for lack of conformity shall be free of charge for the consumer where applicable law so requires, including the necessary shipping or transport costs linked to bringing the product into conformity.

Normal wear and tear, improper use, accidental damage, incorrect washing, improper handling, use contrary to the instructions, deterioration through lack of care, an incorrect size choice or subjective expectations not expressly incorporated into the contractual description of the product shall not be considered a lack of conformity.

Improper use and subjective expectations

KneeXFIT products are designed as compression and support items. Unless expressly stated otherwise on the product page, KneeXFIT does not guarantee medical, therapeutic, sporting, recovery, pain-relief or specific physical improvement results, since such results may depend on personal factors unrelated to the product.

The failure to obtain an expected subjective result, the personal sensation of greater or lesser compression, the perceived comfort or the individual fit preference shall not in themselves constitute a defect or a lack of conformity where the product received matches the description, size, quantity and characteristics purchased.

Use of the product does not replace professional medical advice. In the event of injury, persistent pain, a medical condition, recent surgery or doubt about the suitability of the product, the customer must consult a healthcare professional before using it.

Fraud and abuse prevention

KneeXFIT may refuse, suspend or review a return where there are reasonable indications of fraud, abuse of the policy, return of a product other than the one sent, tampering with evidence, excessive use, non-matching serial numbers or batches, contradictory claims, repeated lack of cooperation or an anomalous pattern of returns.

KneeXFIT may request reasonable additional information to verify the identity of the order, the condition of the product, the traceability of the shipment or the reality of the reported incident.

This clause shall always be applied within the limits of good faith, proportionality and mandatory consumer protection rules.

International returns and customs

For international returns, the customer shall be responsible for correctly completing customs documentation, declaring the shipment as a return where appropriate, and bearing the costs, taxes, fees or formalities required by authorities or logistics operators, unless the return arises from a lack of conformity attributable to KneeXFIT or applicable law provides otherwise.

If a return is held, refused, generates additional charges or is returned to the customer due to incomplete documentation, an incorrect declaration, non-payment of fees or failure to meet customs requirements attributable to the customer, KneeXFIT may deduct the costs incurred or refuse the return where legally applicable.

Payment disputes and duplicate refunds

If the customer opens a dispute, chargeback, bank claim or procedure with the payment provider for the same order, KneeXFIT may pause the ordinary refund process while the payment provider resolves the incident, in order to avoid duplication, accounting errors or multiple refunds.

Under no circumstances shall the customer be entitled to receive a double refund for the same order or incident. Should a duplicate refund occur due to a technical, banking or administrative error, KneeXFIT may request the return of the amount improperly received.

Legal rights and validity of the policy

No provision of this Policy is intended to exclude, limit or replace non-waivable rights available to the consumer under applicable law.

If any clause is considered invalid, unfair, unenforceable or contrary to a mandatory rule, that clause shall be interpreted or limited to the extent necessary to make it valid and enforceable, without affecting the validity of the rest of the Policy.

This Policy shall be interpreted in accordance with applicable Spanish and European Union law, without prejudice to any mandatory rights the consumer may have by virtue of their place of residence.

Model withdrawal form

The customer may use this model if they wish to withdraw from the contract, although its use is not compulsory:

To KneeXFIT, kneexfit@gmail.com:

I hereby give notice that I withdraw from my contract of purchase for the following product or order:

  • Order number:
  • Product:
  • Order date:
  • Date of receipt:
  • Customer's full name:
  • Email address used for the purchase:
  • Customer's address, if applicable:
  • Date of request:

Contact

For any enquiry relating to returns, refunds, withdrawal or order incidents, you can contact KneeXFIT at:

We aim to reply within approximately 24-48 business hours.