Refund policy

Last updated: May 2026

1. Right of Withdrawal
As a consumer within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party designated by you, takes physical possession of the goods.

To exercise your right of withdrawal, you must contact us before the 14-day period expires:

Aurora Flow — F. Sayao
Ludwig-Jahn-Str. 10
47533 Kleve, Germany
Email: hello@theauroraflow.shop

You may use any clear written statement to notify us of your decision to withdraw. We will confirm receipt of your withdrawal request by email.

2. Return Process
Returns are only accepted after prior written communication with our customer service team. Please contact us at hello@theauroraflow.shop before sending any goods back. We will provide return instructions and a confirmed return address upon approval.

Any parcels sent to our business address without prior return authorisation will be refused and returned to sender at the sender's cost. We are not liable for any loss or damage to unauthorised returns.

3. Condition of Returned Goods
Returned products must be:

• Unopened and in their original, undamaged packaging
• In the same condition as received
• Sent within 14 days of your withdrawal notification

We reserve the right to reduce your refund to reflect any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

4. Return Shipping Costs
Return shipping costs are the responsibility of the customer. We do not provide prepaid return labels. We recommend using a tracked shipping service, as we cannot be held responsible for returns lost in transit.

5. Refunds
Once we have received and inspected your return, we will process your refund within 14 days. Refunds will be issued to the original payment method used at checkout. We may withhold the refund until we have received the returned goods.

Original outbound shipping costs are non-refundable.

6. Exclusions
The right of withdrawal does not apply to:

• Goods that have been opened or used after delivery
• Goods that are unsealed and not suitable for return due to health or hygiene reasons, once unsealed after delivery

This is in accordance with Article 16(e) of EU Directive 2011/83/EU.

7. Defective or Incorrect Items
If you received a defective, damaged, or incorrect item, please contact us within 7 days of delivery at hello@theauroraflow.shop with your order number and a description of the issue. We will arrange a replacement or full refund at no additional cost to you.