Terms and Conditions of Service

General Terms and Conditions of Sale for Aura Living Store

1. Scope of Application

These General Terms and Conditions of Sale govern purchases made on the Aura Living Store website, an e-commerce platform dedicated to pergolas, glass enclosures, outdoor coverings, accessories, and solutions for experiencing outdoor spaces with simplicity, quality, and support.

These conditions apply to orders placed by:

Consumers, meaning natural persons who purchase for purposes unrelated to their business, commercial, craft, or professional activity.

Professionals or businesses, meaning entities that purchase within the scope of their professional, commercial, or business activity.

For consumers, the protections provided by the Italian Consumer Code apply, including the legal guarantee of conformity and the right of withdrawal in cases provided by law.

2. Seller and Owner of the Contractual Relationship

The purchase contract is concluded with:

Tensotex S.r.l.
Registered office: S.S. 96 Km 116+065, Modugno (BA)
VAT / Tax Code: 07867510724
REA: BA - 587195
PEC: tensotex@pec.it
Email: info@tensotex.com
Privacy Email: tensotexsrl@libero.it
Phone: 080 876 3774

Aura Living Store is Tensotex S.r.l.'s e-commerce project dedicated to the online sale of pergolas, glass enclosures, coverings, and outdoor solutions for private individuals.

Through Aura Living Store, Tensotex S.r.l. offers selected products to create more functional, welcoming, and easy-to-live outdoor spaces, with a clear purchasing process and dedicated assistance before and after the order.

3. Conclusion of the Contract

The presentation of products on the Aura Living Store website does not constitute a legally binding offer, but an invitation to purchase.

The customer submits an order proposal by selecting products, adding them to the cart, and completing the checkout process.

The contract is considered concluded when Aura Living Store confirms acceptance of the order via a confirmation email.

Aura Living Store reserves the right not to accept or to cancel an order in case of:

• obvious pricing errors;
• technical errors in the product sheet;
• product unavailability;
• incomplete or incorrect data provided by the customer;
• inability to deliver to the indicated area;
• anomalous orders or orders inconsistent with normal website use.

In case of cancellation of an order already paid for, Aura Living Store will refund the sums received according to the payment methods used by the customer.

4. Contract Language and Order Retention

The language available for the conclusion of the contract is Italian.

The customer will receive an order confirmation via email, summarizing the purchased products, the amount paid, the delivery address, and the applicable conditions.

For technical and security reasons, the complete text of the order may not always be accessible online after the purchase is finalized. The customer is advised to retain the order confirmation received via email.

5. Prices

All prices indicated on the website are expressed in euros and, unless otherwise stated, are inclusive of VAT.

Any shipping costs, accessories, additional services, assembly, on-site inspection, or special deliveries will be indicated before the order is finalized or communicated separately when they cannot be automatically calculated by the system.

Aura Living Store reserves the right to modify prices at any time. Changes do not apply to orders already confirmed.

6. Payments

Payment methods available are indicated during the checkout process.

Payment can be made using the systems active on the website at the time of purchase, including payment cards, bank transfer, any installment payment systems, or other enabled tools.

In case of payment through third-party services, the customer also accepts the conditions applied by the respective payment service provider.

The order will be processed according to the indicated timelines only after proper receipt of payment or according to the specific conditions provided by the chosen method.

7. Retention of Title

Products remain the property of Tensotex S.r.l. until full payment of the price.

Shipping and Delivery

8. Delivery Times

For products available in stock, delivery generally takes place within 5–10 working days, subject to actual availability of goods, payment confirmation, and proper logistical management by the courier.

For custom-made products, delivery times are approximately 30 working days from order confirmation and receipt of payment, unless otherwise communicated to the customer during the ordering phase.

The indicated times start from the order confirmation and receipt of payment, when applicable.

For products not available for immediate delivery, custom-made products, special configurations, unavailable accessories, or orders consisting of multiple items, delivery times may vary and will be communicated to the customer before final order confirmation or in the order confirmation.

In case of an order consisting of multiple products, Aura Living Store may ship the goods when all items are available, unless otherwise communicated.

Delivery times do not include Saturdays, Sundays, and public holidays.

Any delays due to causes not directly attributable to Aura Living Store, such as courier operational difficulties, weather conditions, strikes, disadvantaged areas, smaller islands, difficult access, or force majeure, will not automatically result in liability for the seller, without prejudice to the commitment to assist the customer in managing the delivery.

9. Shipping Costs

For orders destined for peninsular Italy, shipping is free for goods above €3,500.

For islands, the shipping cost is €300, with free shipping for goods above €7,000.

For orders below the indicated thresholds, any transportation costs will be indicated at checkout or communicated before final order confirmation.

Shipping conditions may vary for disadvantaged areas, special deliveries, difficult access, smaller islands, or locations not directly served by standard couriers.

10. Delivery Methods

Delivery usually takes place curbside.

The customer must be present or appoint an adult at the time of delivery.

For bulky, heavy, or large products, customer assistance with unloading or the availability of suitable means, such as a forklift, pallet jack, or support staff, may be necessary.

Delivery does not include, unless otherwise agreed in writing:

• delivery to specific floor;
• porterage;
• assembly;
• disposal of packaging;
• use of cranes, forklifts, or special vehicles;
• access permits for ZTL (Limited Traffic Zones) or private areas.

Any additional services must be requested before the order and confirmed in writing.

11. Inspection of Goods upon Delivery

Upon delivery, the customer is required to check:

• number of packages;
• integrity of packaging;
• presence of any visible damage;
• consistency between the transport document and the goods received.

In case of damaged packaging, missing packages, or obvious anomalies, the customer must accept the goods with specific reservation, clearly indicating the problem on the courier's document.

Correct examples:

“Accepted with reservation for damaged packaging.”
“Accepted with reservation for missing package.”
“Accepted with reservation for visibly damaged profile.”
“Accepted with reservation for opened pallet.”

A generic reservation may not be sufficient to properly initiate a dispute claim.

The customer is advised to photograph the packaging, pallet, shipping label, and any visible damage before moving or installing the product.

Returns and Right of Withdrawal

12. Right of Withdrawal for Standard Products

A consumer customer who purchases a standard product online has the right to withdraw from the purchase within 14 days of delivery, without having to state a reason.

The right of withdrawal applies exclusively to standard products purchased online and not custom-made or personalized.

To exercise the right of withdrawal, the customer can fill out the contact form on the Customer Support page or  send written communication to Aura Living Store at:

info@tensotex.com

indicating:

• name and surname;
• order number;
• purchased product;
• delivery date;
• explicit intention to withdraw from the purchase.

After receiving the request, Aura Living Store will send the customer instructions for returning the product.

The product must be returned intact, complete with all its parts, accessories, hardware, manuals, and packaging, where available, using appropriate transport packaging.

Direct return shipping costs are borne by the customer, unless otherwise specified in writing.

The customer is responsible for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics, and functioning.

The refund will be made according to the methods provided by current regulations, after receiving the returned product or after proof of shipment, in cases provided by law.

Any supplementary costs chosen by the customer for delivery methods other than the standard one will not be reimbursed, to the extent permitted by applicable regulations.

Return Costs for Bulky Products

For standard pergolas, glass enclosures, coverings, and other bulky products, in case of exercising the right of withdrawal, direct return shipping costs are borne by the customer and are set at €300.00, unless otherwise specified in writing.

This amount includes the management of pickup and transport of bulky goods according to applicable logistical conditions.

This amount does not apply in cases of product non-conformity or requests handled under warranty, for which the conditions provided by current regulations and the Aura warranty apply.

The customer must not autonomously ship the product before receiving operational instructions from Aura Living Store.

13. Exclusions from the Right of Withdrawal

The right of withdrawal does not apply to custom-made or clearly personalized products.

Exclusions from withdrawal include, by way of example:

• custom-made pergolas;
• custom-made glass enclosures;
• products configured with specific measurements requested by the customer;
• personalized colors;
• accessories or components made upon request;
• products modified from the standard configuration;
• special orders not available as standard stock products.

For these products, once the order is confirmed and production or personalized preparation has begun, the customer cannot exercise the right of withdrawal, except in the case of non-conformity or other mandatory legal provisions.

Warranty

14. Legal Guarantee of Conformity

For consumers, the legal guarantee of conformity provided by the Consumer Code applies.

The legal guarantee covers defects of conformity existing at the time of delivery that manifest within the legal terms.

In case of a defect of conformity, the consumer is entitled to the remedies provided by applicable law, including restoration of conformity, repair, replacement, price reduction, or termination of the contract, as provided by law.

The legal guarantee must be asserted against the seller, i.e., Tensotex S.r.l., through Aura Living Store.

15. Aura Commercial Warranty

In addition to the legal warranty provided by current regulations, Aura Living Store offers a commercial warranty according to the following conditions:

5 years on the supporting structure
2 years on the glass panels
2 years on electrical and electronic parts

The Aura commercial warranty is in addition to the legal warranty of conformity provided by law and does not limit it in any way.

The warranty covers defects attributable to the product, within the limits and according to the conditions indicated in the technical documentation, product sheet, and warranty certificate.

To activate the commercial warranty, the customer must submit a request within 30 days of purchase through the Aura Assistance Center, attaching:

• proof of purchase;
• order number;
• customer data;
• photo of the installed product;
• any assembly documentation.

Aura Living Store will analyze the request and guide the customer to the most correct solution, which may include, depending on the case, technical support, sending spare parts, repair, or replacement of components.

16. Conditions for Warranty Validity

The warranty is valid only if:

• the product was assembled according to the instructions provided;
• the structure was correctly fastened to suitable supports;
• foundations, flooring, walls, or anchoring points are adequate for the installed product;
• the product was used according to its intended use;
• maintenance instructions have been followed;
• any damaged components were not used or assembled after recognition of the defect;
• the damage was promptly reported to customer service.

The warranty does not cover damages caused by:

• incorrect assembly;
• installation carried out by the customer;
• installation carried out by third parties not directly appointed by Aura Living Store;
• failure to follow assembly instructions;
• unsuitable fasteners, plugs, brackets, or accessories;
• anchoring on inadequate supports;
• errors in surveying, measurement, or space preparation;
• improper use;
• lack of maintenance;
• impacts, tampering, or unauthorized modifications;
• use of non-original accessories;
• exceptional weather events;
• collapse of the support on which the product is installed;
• subsequent interventions carried out by personnel not appointed by Aura Living Store.

17. Warranty Assistance Request

To open an assistance request, the customer must contact Aura Living Store via:

info@tensotex.com
[insert Aura Assistance Center link if applicable]

The request must include:

• order number;
• customer data;
• description of the problem;
• clear photos and videos of the defect;
• photo of the entire installed product;
• photo of the fastening points;
• any assembly documentation.

Aura Living Store will analyze the request and indicate the most appropriate solution.

Depending on the case, management may involve:

• sending of spare parts;
• technical instructions;
• remote support;
• repair;
• replacement of components;
• technical intervention, if foreseen and available.

Assembly and Installation

18. Installation Responsibility

Unless otherwise indicated in writing, products purchased from Aura Living Store are provided for customer installation.

Assembly is not included in the product price, unless expressly indicated in the order or in a specific separate offer.

Aura Living Store is not responsible for damages, defects, malfunctions, leaks, breakages, instability, or usage problems resulting from:

• incorrect installation;
• assembly carried out by the customer;
• assembly carried out by installers or third parties independently chosen by the customer;
• failure to follow assembly instructions;
• use of unsuitable fasteners, plugs, brackets, or accessories;
• anchoring on inadequate supports;
• errors in surveying, measurement, or space preparation;
• modifications made to the product without authorization;
• subsequent interventions carried out by personnel not appointed by Aura Living Store.

Before purchase and installation, the customer is required to verify the suitability of the installation location, including measurements, slopes, flooring, walls, foundations, fastening points, presence of systems, condominium restrictions, or any necessary authorizations.

The technical indications, product sheets, manuals, and assistance provided by Aura Living Store serve as informational support and do not replace the assessment of a qualified technician, when necessary.

If the installation service is purchased directly from Aura Living Store and entrusted to personnel appointed by Tensotex S.r.l., any liabilities related to assembly will be evaluated according to the specific conditions of the purchased service.

Permits, Authorizations, and Local Regulations

19. Customer's Verification Responsibilities

The customer is responsible for verifying any permits, condominium authorizations, landscape restrictions, local regulations, or applicable rules for the product's installation.

Aura Living Store provides products and available technical documentation, but does not replace the qualified technician, designer, or condominium administrator in verifying the conformity of the intervention.

Liability

20. Limitation of Liability

Aura Living Store is not responsible for damages arising from:

• non-compliant installation;
• unsuitable wall supports, flooring, or foundations;
• modifications made by the customer or third parties;
• improper use of the product;
• lack of maintenance;
• exceptional weather events;
• indirect damages not foreseeable at the time of purchase.

Liability remains for unavoidable cases provided by law, including personal injury, fraud, gross negligence, or liability for defective products.

Errors, Availability, and Variations

21. Price Errors or Technical Information

Aura Living Store undertakes to keep the information on the website correct and updated.

However, material errors, typos, technical inaccuracies, or price errors may occur.

In these cases, Aura Living Store may cancel the order before shipment, informing the customer and refunding any amounts already paid.

22. Product Availability

Products indicated as available are subject to changes in stock.

In case of unavailability after the order, Aura Living Store will inform the customer and, where possible, propose:

• waiting for restock;
• alternative product;
• refund of the amount paid.

Final Provisions

23. Applicable Law

These conditions are governed by Italian law.

For consumers, the competent courts provided by consumer protection legislation apply.

For professional customers or businesses, unless otherwise mandatorily provided, the competent court will be that of Bari.

24. Dispute Resolution

In case of problems, the customer is invited to first contact Aura Living Store customer service to seek a direct solution.

For any consumer disputes, the customer may refer to the competent alternative dispute resolution bodies according to current legislation.

Aura Warranty

Your peace of mind continues after purchase

Choosing Aura Living Store means purchasing a pergola with a simple, clear, and assisted process.

Our commercial warranty is designed to provide continuity to the trust built before purchase: from product selection to delivery, up to daily use in your outdoor space.

Aura Warranty

5 years on the supporting structure
2 years on the glass panels
2 years on electrical and electronic parts

The Aura commercial warranty is in addition to the legal warranty provided by current regulations and does not limit the rights recognized to the consumer by law.

To activate it, send your request within 30 days of purchase through our Assistance Center, attaching proof of purchase and the requested information.

If necessary, our team will guide you in verifying the problem and finding the most correct solution.

The Aura warranty is valid when the product is installed and used correctly, in compliance with the instructions provided.

It does not cover damages or problems resulting from incorrect assembly, installation carried out by third parties not appointed by Aura Living Store, unsuitable supports, unauthorized modifications, or lack of maintenance.