Terms of service

TERMS AND CONDITIONS OF SERVICE — KNEEXFIT

Last updated: 19 August 2026

1. GENERAL INFORMATION

This website and online store are operated by:

Email: kneexfit@gmail.com
Trade name: KneeXFIT

Hereinafter, "KneeXFIT", "we" or "the seller".

These Terms and Conditions govern access to, browsing of and use of the website, as well as the purchase of products offered by KneeXFIT. By accessing the site, interacting with it or making a purchase, the user accepts these Terms, the Legal Notice, the Privacy Policy, the Cookie Policy, the Shipping Policy and the Returns and Refunds Policy.

Nothing in these Terms limits, excludes or reduces the non-waivable rights granted to consumers and users by applicable law.

2. ACCESS, USE OF THE SITE AND CAPACITY TO CONTRACT

To make purchases at KneeXFIT, the customer must be of legal age and have sufficient legal capacity to enter into contracts.

The user undertakes to use the site lawfully, diligently and in good faith, and to provide truthful, complete, up-to-date and accurate information throughout the purchase process.

The customer shall be responsible for errors, delays, failed deliveries or incidents arising from incorrect, incomplete or outdated information provided by them.

3. NATURE OF THE PRODUCTS

KneeXFIT sells compression knee braces and sports and wellness products.

The products offered are sports and wellness accessories intended for comfort, support and sporting or everyday use. They are not medical devices, they are not intended for medical purposes, they do not constitute medical treatment, and they do not diagnose, treat, relieve, cure or prevent any illness or injury, nor do they replace the advice of a healthcare professional.

Sport and physical activity involve inherent risks. The product does not eliminate the risk of injury and does not guarantee protection against impacts, falls, overexertion or accidents; it is used at the sole responsibility of the user.

The customer must use the products responsibly and in accordance with the instructions, recommendations for use and intended purpose.

In the event of injury, persistent pain, a pre-existing condition, circulatory problems, recent surgery, pregnancy, skin sensitivity, allergies, use of medical devices or any other relevant medical condition, the customer must consult a healthcare professional before using compression or support products.

KneeXFIT shall not be liable for damage arising from improper, abusive or negligent use, use contrary to the instructions, or use despite discomfort, medical warnings or personal conditions incompatible with the use of the product.

4. PRODUCT INFORMATION, IMAGES AND AVAILABILITY

KneeXFIT endeavours to display product features, images, sizes, colours, prices and availability as clearly and accurately as possible.

Nevertheless, images may show slight variations in colour, texture, shape, packaging or finish due to the user's screen, lighting, manufacturing batch, production adjustments or logistics availability.

Size recommendations are indicative. The customer is responsible for reviewing the size guide before purchasing. If in doubt, they may contact KneeXFIT beforehand.

KneeXFIT may modify descriptions, images, prices, promotions, availability and maximum quantities per order, or withdraw products from the site, where there are commercial, logistical, technical, legal or stock-related reasons.

5. PURCHASE PROCESS AND FORMATION OF THE CONTRACT

By placing an order, the customer makes an offer to purchase the selected products.

The contract shall be deemed concluded when KneeXFIT confirms acceptance of the order following valid receipt of payment.

After making the purchase, the customer will receive an email confirmation with the order details. The customer must review that confirmation and report any error as soon as possible.

KneeXFIT may reject, review or cancel an order on justified grounds, including but not limited to:

- Manifest error in the price, description or availability.
- Lack of stock.
- Impossibility of shipping to the indicated destination.
- Incomplete, incorrect or inconsistent details.
- Reasonable suspicion of fraud, abuse, unauthorised resale or improper use of promotions.
- Payment method incidents.
- Force majeure or causes beyond KneeXFIT's reasonable control.

Where cancellation is attributable to KneeXFIT, the corresponding amount paid will be refunded to the customer.

6. PRICES, TAXES AND CHARGES

Prices are shown in the currency indicated in the store and include applicable taxes where relevant.

Shipping costs, if any, will be shown before completing the purchase.

The applicable price shall be the one published at the time the order is placed, save for obvious manifest error. In the event of a manifest error, KneeXFIT may cancel the order and refund the amount paid.

For shipments outside the European Union, customs duties, import taxes, customs charges, local fees or handling costs required by the authorities of the destination country may apply. Such amounts, where they exist, shall be the responsibility of the customer, unless expressly stated otherwise during the purchase process.

7. PAYMENT METHODS

Payment shall be made using the methods available on the website at any given time.

The customer warrants that they are authorised to use the chosen payment method and that the details provided are valid and correct.

KneeXFIT does not store full bank card details. Payments may be handled by secure external providers, subject to their own terms and security measures.

If a payment is declined, cancelled, reversed or flagged as suspicious, KneeXFIT may suspend or cancel the order until the situation is clarified.

8. PROMOTIONS, DISCOUNTS AND CODES

Promotions, discounts, promotional codes and offers are subject to the conditions indicated in each case.

Unless expressly stated otherwise, discounts cannot be combined with one another, do not apply to previous purchases and may be limited by date, stock, country, product or minimum amount.

KneeXFIT may cancel promotions, codes or orders where it detects a technical error, abuse, fraud, automated use, unauthorised resale or use contrary to the terms of the promotion.

9. SHIPPING, FULFILMENT CENTRES AND DELIVERY

Orders may be prepared, handled or shipped from fulfilment centres located inside or outside the European Union, depending on available stock, destination, logistics operator, transport route and operational needs.

The logistical origin of the shipment may vary between orders, even where the customer buys from the same country.

Delivery times indicated on the website or in the Shipping Policy are reasonable estimates and may vary due to logistics, customs, weather, public holidays, demand peaks, carrier incidents, border controls or causes beyond KneeXFIT's reasonable control.

Unless another period is expressly agreed during the purchase process, KneeXFIT will fulfil the order while respecting the rights available to the consumer under applicable law.

10. CUSTOMS, IMPORT AND CUSTOMER OBLIGATIONS

Where the order is destined outside the European Union, the customer acts as importer of the product for customs purposes where the legislation of the destination country so requires.

The customer shall be responsible for providing correct information for delivery and, where applicable, for responding to customs requirements, paying applicable taxes or fees and complying with the import rules of their country.

Delays arising from customs controls, inspections, holds, missing documentation, tax handling or actions by authorities shall not be attributable to KneeXFIT where they depend on external third parties.

11. TRANSFER OF RISK

Where the buyer is a consumer, the risk of loss or damage to the product shall pass to the customer when they, or a third party indicated by them other than the carrier, has acquired physical possession of the order.

If the customer engages a carrier other than those offered by KneeXFIT, the risk may pass upon delivery of the order to that carrier, in accordance with applicable law.

12. CANCELLATIONS

The customer may request cancellation of the order by writing to kneexfit@gmail.com as soon as possible.

KneeXFIT will try to accommodate the request provided the order has not 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 exercise the rights available under the Returns and Refunds Policy and applicable law.

13. RIGHT OF WITHDRAWAL

Where the customer is a consumer, they may exercise the right of withdrawal within the legal period of 14 calendar days from receipt of the product, without needing to justify their decision.

To exercise it, they must notify kneexfit@gmail.com stating the order number and the details necessary to identify the purchase.

The product must be returned without undue delay and, in any event, within the applicable legal period from notification of withdrawal.

The direct costs of return shall be borne by the customer, unless KneeXFIT has agreed to assume them or applicable law provides otherwise.

14. EXCEPTIONS TO WITHDRAWAL FOR HYGIENE AND HEALTH REASONS

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.

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

15. CONDITION OF THE RETURNED PRODUCT

The customer shall only be liable for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.

KneeXFIT may refuse or adjust the refund, within legal limits, where the product is returned visibly used, damaged by the customer, incomplete, washed, stained, with odours, without essential packaging, without accessories, or in a condition incompatible with a simple reasonable inspection.

16. REFUNDS

Once withdrawal has been correctly exercised, KneeXFIT will refund the corresponding amounts in accordance with applicable law.

KneeXFIT may withhold the refund until it receives the returned product or until the customer provides sufficient proof of return, whichever occurs first.

The refund will preferably be made using the same payment method used for the purchase, unless otherwise agreed with the customer.

17. LEGAL GUARANTEE OF CONFORMITY

Products sold to consumers are covered by the legal guarantee of conformity provided for under applicable law.

The guarantee covers manufacturing defects or lack of conformity existing at the time of delivery.

The guarantee does not cover damage caused by:

- Improper use or use contrary to the instructions.
- Normal wear and tear.
- Incorrect washing, drying or maintenance.
- Impacts, cuts, snags, chafing or improper handling.
- Modifications made by the customer.
- Intensive, negligent sporting use or use incompatible with the purpose of the product.
- Damage caused by third parties or external factors.

If the customer considers the product to have a lack of conformity, they must contact KneeXFIT at kneexfit@gmail.com including the order number, a description of the issue and images or videos that allow the case to be assessed.

18. INCORRECT, DAMAGED OR DEFECTIVE PRODUCT

If the customer receives an incorrect, defective or damaged product, they must contact KneeXFIT as soon as possible.

To speed up handling, we recommend keeping the original packaging and providing photographs of the package, shipping label, product received and the defect observed.

Where the incident is attributable to KneeXFIT, a solution will be offered in accordance with applicable law, which may consist of replacement, repair, reshipment, price reduction or refund, as appropriate.

19. PROHIBITED USES

The user may not use the website to:

- Unlawful or fraudulent purposes, or purposes contrary to good faith.
- Infringe the rights of KneeXFIT or of third parties.
- Introduce viruses, malware, harmful code or technologies that affect the operation of the site.
- Extract data automatically without authorisation.
- Carry out reverse engineering, abusive scraping, attacks, unauthorised load testing or improper access.
- Impersonate identities.
- Manipulate reviews, promotions, prices or payment systems.
- Make purchases for unauthorised resale where this harms the normal operation of the store or the promotions offered.

KneeXFIT may suspend, limit or block access to the site where it detects abusive or unlawful uses or uses contrary to these Terms.

20. REVIEWS, COMMENTS AND CUSTOMER CONTENT

If the customer submits reviews, comments, images, videos, testimonials or any other content, they warrant that such content is truthful, lawful, does not infringe third-party rights and does not include false, offensive, discriminatory, advertising, fraudulent or product-unrelated information.

The customer authorises KneeXFIT to publish, reproduce, adapt and use such content on the website, social media, advertisements or promotional materials relating to KneeXFIT, without prejudice to their rights regarding data protection and image rights.

KneeXFIT may moderate, reject or withdraw content it considers unlawful, offensive, false, suspicious, irrelevant or contrary to these Terms.

Reviews, ratings and testimonials published on the website reflect the personal experiences, sensations and opinions of customers in the context of sporting or everyday use of the product. They do not constitute statements or warranties by KneeXFIT, do not represent a promise of results or a health recommendation, and the experiences described may vary according to each person, their build, activity and particular circumstances.

21. INTELLECTUAL AND INDUSTRIAL PROPERTY

All website content, including texts, images, videos, trade marks, logos, designs, graphics, icons, code, structure, and the selection and arrangement of content, belongs to KneeXFIT or to third parties who have authorised its use.

The reproduction, distribution, public communication, transformation, extraction, reuse or exploitation of such content without prior written authorisation is prohibited.

Unauthorised use may give rise to the corresponding legal action.

22. THIRD-PARTY LINKS AND SERVICES

The website may include links, tools, payment gateways, logistics services, applications or features managed by third parties.

KneeXFIT neither controls nor is responsible for the content, availability, terms, policies, security or operation of external services, except as legally required.

The use of third-party services may be subject to their own legal terms.

23. OPERATION OF THE SITE

KneeXFIT makes reasonable efforts to keep the site available, secure and up to date.

However, it does not guarantee that the site will operate uninterrupted, error-free, without technical incidents or free of viruses or other harmful elements beyond its reasonable control.

KneeXFIT may temporarily suspend access to the site for maintenance, updates, technical issues, security, force majeure or causes beyond its control.

24. LIMITATION OF LIABILITY

To the maximum extent permitted by law, KneeXFIT shall not be liable for indirect, incidental, special or consequential damage, loss of profit, loss of data, loss of opportunity, business interruption or losses arising from the use of the site or the products, unless applicable law provides otherwise.

KneeXFIT shall not be liable for damage arising from:

- Improper use of the product.
- Failure to follow instructions.
- Incorrect details provided by the customer.
- Incidents caused by carriers, customs, payment gateways or other third parties.
- Technical failures beyond its reasonable control.
- Force majeure.
- Customer decisions based on an incorrect interpretation of commercial or informational content.

None of the above excludes or limits KneeXFIT's liability in cases where the law does not permit such limitation, including wilful misconduct, gross negligence, legally attributable personal injury or non-waivable consumer and user rights.

25. INDEMNITY FOR IMPROPER USE

The user undertakes to hold KneeXFIT harmless against claims, damage, penalties, costs or liabilities arising from unlawful use of the site, breach of these Terms, infringement of third-party rights, fraudulent use of payment methods or the provision of false information, always within the limits permitted by applicable law.

26. DATA PROTECTION AND COOKIES

The processing of personal data is governed by KneeXFIT's Privacy Policy.

The use of cookies and similar technologies is governed by the Cookie Policy.

By using the site, the user should review both policies to understand how their data is collected, used and protected.

27. COMMERCIAL COMMUNICATIONS

KneeXFIT may send commercial communications where there is a valid legal basis for doing so, such as the user's consent or a prior contractual relationship on the terms permitted by applicable law.

The user may object to or unsubscribe from such communications through the means provided in each communication or by writing to kneexfit@gmail.com.

28. CUSTOMER SERVICE AND COMPLAINTS

For enquiries, incidents or complaints, the customer may contact KneeXFIT at:

Email: kneexfit@gmail.com
Support hours: Monday to Friday, 8:00 to 20:00, Madrid time.

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

29. DISPUTE RESOLUTION

In the event of a dispute, the customer may first contact KneeXFIT in order to seek an amicable solution.

KneeXFIT is not a member of any consumer arbitration scheme, except where legally required or expressly accepted for a specific case.

The European Online Dispute Resolution Platform ceased operating on 20 July 2025 and is therefore no longer offered as an active complaints channel.

30. AMENDMENTS TO THE TERMS

KneeXFIT may update these Terms for legal, technical, commercial, operational or security reasons.

The version applicable to each purchase shall be the one published on the website at the time the order is placed.

Continued use of the site after changes are published shall imply acceptance of the new version for future use, without affecting rights acquired in respect of purchases already made.

31. SEVERABILITY

If any clause of these Terms is declared null, invalid or unenforceable, in whole or in part, this shall not affect the validity of the remaining clauses, which shall remain in force to the fullest extent legally possible.

32. APPLICABLE LAW AND JURISDICTION

These Terms are governed by Spanish law.

Where the customer acts as a consumer, the competent courts shall be those determined in accordance with consumer protection legislation, including those of the consumer's place of residence where legally applicable.

Where the customer acts as a business or professional, and provided applicable law so permits, the parties submit to the courts of Girona, expressly waiving any other jurisdiction that may apply.