Refund policy

Returns & Refunds

Aurelivienne
Danny Brenneisen
Waldstraße 21, 79098 Freiburg, Germany
Email: info@aurelivienne.store
Phone: +49 761 3920540

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@aurelivienne.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 treehouse or kit must be returned complete and, where possible, in its original packaging; a structure that has been cut, drilled, fixed into a tree or built cannot be returned, as it cannot be resold. Unused, unbuilt kits in original packaging and unfitted hardware may be returned within the statutory 14-day withdrawal period. Assess the tree and check any permission you need before building. 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). Timber greys and weathers, ropes and grip tape wear, and fixings need checking as the tree grows — this is normal upkeep, not a defect. Damage or injury from a treehouse attached to a tree with the wrong fixings or to an unsuitable or unhealthy tree, from no guard rails or no soft fall zone, from a freestanding build not on proper footings, from exceeding the occupancy limit, or from not inspecting the tree and fixings yearly is not a warranty defect, and can be serious.