Refund policy

Returns & Refunds

Aurenanora
Dennis Julian Morgan Sachtleben
Uferweg 11, 30169 Hannover, Germany
Email: info@aurenanora.store
Phone: +49 511 7042980

Right of withdrawal

Consumers have a statutory right of withdrawal of 14 days from receipt of the goods, without giving any reason (§§ 355, 312g German Civil Code, BGB). A clear statement to info@aurenanora.store is sufficient. You then have a further 14 days to send the goods back.

Goods must be returned complete and, where possible, in their original packaging. A pool or equipment must be returned complete and, where possible, in its original packaging; a pool that has been assembled, filled or installed, and water-care chemicals once opened, cannot be returned for safety and hygiene reasons. Unused pools and equipment in original packaging may be returned within the statutory 14-day withdrawal period. Confirm your base, ground and any local permission before ordering. The direct cost of returning a heavy item is borne by the customer unless it arrived defective, damaged or incomplete, in which case we put it right.

Refunds

Once we have received and inspected the returned item, we confirm the outcome and refund to the original means of payment within 14 days.

Warranty

The statutory warranty (Gewährleistung) applies for 24 months from delivery (§§ 437 ff. BGB). Liners, sand media, cartridges, covers, hoses and seals are wearing parts and are stocked as spares — this is normal, not a defect. Damage, injury or loss from a pool set on an uneven, soft or inadequate base, from a wall not fully or correctly assembled, from an in-ground install not correctly excavated and backfilled, from electrical equipment used near water or without an RCD, from chemicals mishandled or mixed, or — most seriously — from a child left unsupervised near water is not a warranty defect. No product replaces constant adult supervision.