SHIPPING & RETURNS

1. SHIPPING INFORMATION

Free delivery is available on orders over €100 to most EU countries.

Free delivery is not available for Cyprus, Malta, Norway or Switzerland. Shipping costs for these destinations will be calculated and displayed at checkout.

Standard orders are processed and dispatched from our warehouse within 72 hours. Orders are shipped Monday to Friday. Orders placed during the weekend are normally dispatched on Monday or Tuesday.

Customers who purchase Priority Processing receive expedited order handling, with orders processed within 24 hours. Priority Processing applies only to warehouse handling time and does not affect the shipping carrier's delivery time.

Orders placed after 12:00 PM Europe/Vilnius time on Friday will be processed on the next business day, Monday.

Estimated delivery times begin from the date the order is dispatched.

Once an order has been placed, we cannot guarantee that changes or cancellations can be made before dispatch. This does not affect any statutory cancellation rights that apply after the order has been placed or received.

2. PRE-ORDERS

All pre-ordered products will be shipped on or before the estimated shipping date stated on the relevant product page.

If an order includes both an in-stock product and a pre-ordered product, the full order will be shipped together once the pre-ordered product becomes available, unless otherwise stated.

3. ESTIMATED DELIVERY TIMES

European Union

• DHL Express Delivery: 1–3 business days
• UPS Express Delivery: 1–3 business days
• DPD Standard Delivery: 3–6 business days

Norway and Switzerland

• DHL Express Delivery: 1–3 business days

Delivery times are estimates and begin from the date the order is dispatched. Carrier delays, customs procedures and circumstances outside our reasonable control may occasionally affect delivery times.

4. COUNTRIES WE SHIP TO

European Union

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Other European countries

Norway and Switzerland.

5. CUSTOMS, IMPORT DUTIES AND TAXES

Orders delivered within the European Union will not normally be subject to import duties when dispatched from within the EU.

Orders delivered to Norway, Switzerland or another destination outside the European Union may be subject to import duties, customs charges, local taxes or carrier fees.

Unless clearly stated otherwise at checkout, the customer is responsible for paying any applicable import duties, taxes and customs charges imposed by the destination country.

All available shipping charges will be displayed before the order is completed. Customs authorities or delivery carriers may separately collect import-related charges that are outside FPRO's control.

If the customer refuses to pay applicable duties or taxes and the parcel is returned to us, reasonable return shipping charges, customs charges, carrier fees and other costs directly incurred as a result may be deducted from the refund where permitted by applicable law.

Any remaining refund will be processed after the returned product has been received and inspected.

This section does not affect any mandatory consumer rights.

6. LATE, MISSING OR LOST ORDERS

When placing an order, customers must ensure that the delivery address is complete and correct.

FPRO is not responsible for delivery problems caused by an incorrect or incomplete address supplied by the customer.

Where a customer instructs the carrier to leave a parcel with a neighbour, in an outbuilding, at a designated safe place or with another nominated person, delivery to that nominated location or person may be treated as completed delivery.

Missing, damaged or lost orders should be reported to us in writing at hello@fpro.com as soon as reasonably possible.

If an order is returned to our warehouse because the customer provided an incorrect or incomplete address, the customer may be required to pay the reasonable shipping cost of sending it again.

If the customer does not wish to pay the reshipping cost, it may be deducted from any refund where permitted by applicable law.

Orders marked as delivered

Carrier tracking may sometimes show an order as delivered when it has been accepted by a reception desk, post room, colleague, household member, neighbour or another person at the delivery address.

If an order is marked as delivered but has not been received, the customer should first:

• Check the delivery location and surrounding property
• Ask household members, neighbours, colleagues or reception staff
• Review any delivery photograph or carrier notification

The customer should then contact us at hello@fpro.com so that we can review the delivery information and, where appropriate, open an investigation with the carrier.

Carrier tracking showing "Delivered" will be considered as evidence during the investigation, but it does not automatically remove any rights the customer may have under applicable consumer law.

Unless the customer independently arranged delivery using a carrier that was not offered by FPRO, responsibility for the goods generally remains with FPRO until the goods are physically received by the customer or by another person nominated by the customer.

7. FPRO 30-DAY RETURN POLICY

In addition to applicable statutory rights, FPRO offers a voluntary 30-day return period for eligible physical products.

To use this return policy, the customer must start the return and create the return label within 30 days of receiving the order through our online returns portal: https://fpro.com/pages/return-your-order

Returns created after the 30-day period may not be accepted under our voluntary return policy.

For change-of-mind returns, customers are responsible for creating the return label and paying the return shipping cost.

FPRO will cover reasonable return shipping costs where the product is faulty, damaged, incorrect or otherwise does not conform to the contract, where required by applicable law.

To qualify for a return under our voluntary 30-day policy, the product must be returned in substantially the same condition in which it was received.

Whenever reasonably possible, the product should be returned in its original packaging.

Customers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and functionality. We may reduce the refund to reflect any loss in value caused by handling beyond what would reasonably be permitted in a physical shop.

Please do not fold the FPRO Ball Mastery Mat when returning it, even if the original packaging is no longer available.

After receiving the returned product, we will inspect it and notify the customer of the return status.

Approved refunds will be issued to the original payment method. An exchange may be offered where appropriate and available.

Creating a return label does not automatically guarantee that the refund will be approved. The returned product must comply with the applicable return conditions.

8. EU AND EEA STATUTORY RIGHT OF WITHDRAWAL

Consumers in the European Union and European Economic Area generally have the right to withdraw from most online purchases within 14 days without providing a reason.

For physical goods, the 14-day withdrawal period normally begins on the day the customer, or a person nominated by the customer, receives the goods.

To exercise the statutory right of withdrawal, the customer must clearly notify FPRO of the decision to withdraw before the 14-day period expires.

The easiest way to notify us and arrange the return is through our online returns portal: https://fpro.com/pages/return-your-order

Customers may also exercise their right of withdrawal by sending a clear statement to: hello@fpro.com

After notifying us of the withdrawal, the customer must normally send the goods back within 14 days.

For change-of-mind withdrawals, the customer is responsible for the direct cost of returning the goods, provided this responsibility was disclosed before the purchase.

Where required by law, FPRO will refund:

• The price paid for the returned goods
• The cost of the least expensive standard delivery method offered for the order

Additional costs paid for express delivery, Priority Processing or another premium service will not be refunded beyond the cost of the least expensive standard delivery option, except where required by law.

We may withhold the refund until we receive the returned goods or the customer provides evidence that the goods have been sent back, whichever occurs first.

Refunds will be issued to the original payment method unless another method has been expressly agreed.

This voluntary 30-day return policy does not restrict or replace the customer's statutory 14-day withdrawal right.

9. NON-RETURNABLE PRODUCTS

The following products cannot be returned under our voluntary change-of-mind return policy:

• FPRO Grip Socks where the hygiene seal or sealed packaging has been opened or removed
• FPRO Grip Socks that have been worn, washed or used
• FPRO Shin Guard Stays that have been worn, used, washed, damaged or returned in a condition that is unsuitable for resale
• Personalised products or products made to the customer's specifications
• Products damaged through misuse, improper handling or failure to follow the product instructions

Unopened FPRO Grip Socks returned with their original hygiene seal intact may be eligible for return.

Unused FPRO Shin Guard Stays returned in their original packaging and in a fully resalable condition may also be eligible for return.

A product is not automatically excluded from return merely because it has been removed from ordinary packaging. Any hygiene-based exclusion will only be applied where the product was supplied with an appropriate hygiene seal and, after being unsealed, is genuinely unsuitable for return for health protection or hygiene reasons.

These exclusions do not apply where a product is faulty, damaged, incorrectly supplied, not as described or otherwise does not conform to the contract.

10. DIGITAL PRODUCTS AND DIGITAL CONTENT

Digital training programmes, app access, downloadable content and other digital products are subject to specific withdrawal rules.

Where a customer requests that the supply of digital content begins immediately during the statutory withdrawal period, the customer may lose the right to withdraw once supply begins, provided that the customer:

• Gives prior express consent for immediate digital delivery
• Acknowledges that the right of withdrawal will be lost once delivery or access begins
• Receives confirmation of that consent and acknowledgement

Where these requirements have been satisfied, the digital product is non-refundable after access or digital delivery has begun, except where the digital product is faulty, not as described or does not conform to the contract.

Where the required express consent and acknowledgement have not been obtained, the customer may retain a statutory right of withdrawal.

Nothing in this policy excludes the customer's legal remedies in relation to faulty digital content or digital services.

11. SUBSCRIPTIONS

Digital subscriptions may be cancelled to prevent future renewal charges in accordance with the subscription terms presented when the subscription is purchased.

Cancelling a subscription normally stops future renewals but does not automatically provide a refund for:

• A billing period that has already started
• Digital content or app access that has already been supplied
• Benefits already used during the current subscription period

This is subject to the customer's statutory rights, including any applicable withdrawal rights and rights relating to faulty or non-conforming digital services.

Any trial period, renewal price, renewal frequency and cancellation conditions will be displayed before the subscription is purchased.

12. FAULTY, DAMAGED OR INCORRECT PRODUCTS

The conditions applying to voluntary change-of-mind returns do not restrict the customer's statutory rights.

Goods sold to EU consumers are covered by a minimum legal guarantee of conformity. National laws may provide additional or longer protection.

If a product is faulty, damaged, incorrectly supplied, not as described or otherwise does not conform to the contract, the customer should contact us at hello@fpro.com and provide:

• The order number
• A description of the problem
• Photographs or videos where reasonably relevant

Depending on the circumstances and applicable law, the customer may be entitled to repair, replacement, a price reduction or a refund.

FPRO will cover the reasonable cost of returning a faulty, damaged or incorrectly supplied product where required by law.

13. NORWAY AND SWITZERLAND

Norway is not a member of the European Union but is part of the European Economic Area. Customers in Norway may therefore have consumer rights corresponding to applicable EEA consumer legislation, as implemented under Norwegian law.

Switzerland is neither an EU nor an EEA member. Orders delivered to Switzerland are subject to applicable Swiss mandatory consumer law and the additional voluntary rights provided by this policy.

Nothing in this policy limits any mandatory rights that apply under the laws of the customer's country.

14. CONTACT US

For questions concerning shipping, delivery, cancellations, returns or refunds, please contact:
hello@fpro.com

Our support team will respond as soon as possible.