Refund policy

Returns & Refunds

Aurelivelle
Daniel Swergun
Kletterweg 3, 80339 München, Germany
Email: info@aurelivelle.store
Phone: +49 89 4150280

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@aurelivelle.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. Equipment must be returned complete and in its original packaging; panels, boards or walls that have been drilled, cut, fixed or built cannot be returned, as they cannot be resold. Unused holds, hardware and unbuilt kits in original packaging may be returned within the statutory 14-day withdrawal period. A crash mat is needed to use any of this safely — plan for one. 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). Holds, T-nuts, bolts, fingerboard surfaces and panels wear with use and chalk and are stocked as spares — this is normal, not a defect, and loose holds must be re-tightened. Damage or injury from fixing to a structure that cannot take the outward load, from undersized fixings or T-nuts, from climbing without a crash mat covering the fall zone, from holds not re-checked, or from training beyond your ability without warming up is not a warranty defect. We make no medical claims.