Refund policy

Right of Withdrawal (applies only to orders placed within the European Single Market)

If you are a consumer (a private, non-commercial customer) within the meaning of Section 13 of the German Civil Code (BGB) and have entered into a purchase agreement with us via aurosan-shop.de, you have the right to withdraw from this contract within 14 days without giving any reason. The exceptions set out in Section 9 of the AUROSAN Webshop Terms and Conditions shall apply. The withdrawal period is 14 days from the day on which you, or a third party designated by you who is not the carrier, has taken possession of the goods.

To exercise your right of withdrawal, you must inform us (AUROSAN GmbH, Frankenstr. 231, 45134 Essen, Germany, Email: service [at] aurosan.de) of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post, fax, or email). To meet the withdrawal deadline, it is sufficient that you send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

You may use our online withdrawal form or alternatively download and complete the PDF withdrawal form.

Effects of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (with the exception of any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and no later than 14 days from the day on which we receive notice of your withdrawal from this contract and have received the goods back (subject to the exceptions set out in Section 9 of the AUROSAN Webshop Terms and Conditions) in perfect, resalable condition. We will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you. In no event will you be charged any fees for this reimbursement.

You must return or hand over the goods to us without undue delay and, in any event, no later than 5 days from the day on which you notify us of your withdrawal from this contract. The deadline is met if you dispatch the goods before the 5-day period has expired. You shall bear the direct cost of returning the goods. You are only liable for any diminished value of the goods if such loss in value is the result of handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Notwithstanding the above, the right of withdrawal does not apply where we have supplied the following products to the purchaser in accordance with the contract:

  • Goods that are not prefabricated and are manufactured based on an individual choice or decision by the consumer, or which are clearly tailored to the consumer's personal needs.
  • Products requiring refrigerated transport or cold storage.
  • Sterile products and medicinal products.
  • Sealed goods where the seal has been opened, damaged, or removed, or where the primary or secondary packaging has been damaged.

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