Refund policy

Returns & Refunds

Aurenanelle
Dennis Gero Knöller
Beckenweg 4, 70565 Stuttgart, Germany
Email: info@aurenanelle.store
Phone: +49 711 9043280

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@aurenanelle.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 composite shell that has been installed, filled or set in the ground, and water-care chemicals once opened, cannot be returned for safety and hygiene reasons. Unused equipment in original packaging may be returned within the statutory 14-day withdrawal period. Confirm access, your base and any local permission before ordering a shell. 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). Gelcoat finish, cartridges, seals, LED and jets are serviceable and wearing parts — this is normal, not a defect. Damage, injury or loss from a shell set on an inadequate or unlevel base, from an in-ground installation 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, and we make no health claims for cold or warm plunging.