At Shorean we want you to be happy with what you ordered. This policy explains your statutory rights as an EU consumer, the extra time we give you on top of them, and exactly how to send something back.
Shorean is operated by Ennestrad Service OÜ (Reg. No. 16941549), Peterburi tee 53, 11415 Tallinn, Estonia.
1. Your statutory right of withdrawal
If you are buying as a consumer in the European Union, you have the right to withdraw from your order within 14 days of the day you (or someone you nominated) received the goods. You do not need to give a reason.
To exercise it, tell us within those 14 days — email info@shoreano.com or use our contact form. You then have a further 14 days to send the goods back. We refund within 14 days of receiving the returned goods, or of receiving proof that you sent them, whichever is earlier.
2. Our 30-day change-of-mind returns
On top of the statutory 14 days, we accept change-of-mind returns for 30 days from the delivery date. This is our own goodwill policy and does not replace or reduce your legal rights.
Conditions
- Items must be unused, uninflated and in their original packaging, with any tags still attached
- All accessories, valves, pumps, repair patches and instructions must be included
- Please include your order number or order confirmation email
- Return postage is at your own cost for change-of-mind returns. We recommend a tracked service — we cannot refund a parcel that does not reach us
- We do not issue prepaid return labels for change-of-mind returns
Items we cannot accept back
- Products that have been inflated, used in water, or show signs of wear
- Items sealed for hygiene reasons where the seal has been broken — for example swim nappies and snorkel mouthpieces
- Personalised or made-to-order items
- Gift cards
- Damage caused by misuse, over-inflation, sharp objects, or leaving an item in strong sun or chlorine beyond the manufacturer’s guidance
None of the above limits your rights where an item is faulty or not as described — see section 5.
3. How to start a return
- Email info@shoreano.com or use our contact form with your order number and which items you are returning
- We reply within one working day with the return address and a reference to include in the parcel
- Pack the items securely — ideally in the outer box they arrived in — and send them with a tracked service
- Send us the tracking number so we can watch for it
Please do not send anything back before contacting us; unannounced parcels can take considerably longer to match to an order.
4. Refunds
- We inspect returns on arrival and email you the outcome
- Approved refunds are issued within 14 days, and usually within 5 working days
- Refunds go back to the original payment method. We cannot refund to a different card or account
- Where you return only part of an order, we refund the price of the returned items
Shipping costs
- When you withdraw under your statutory right, we refund the standard outbound delivery charge. If you chose an upgraded service, we refund the standard rate
- For a goodwill change-of-mind return outside the 14-day window, outbound delivery is not refunded
- If the return is our fault — faulty, damaged or incorrect goods — we cover postage both ways
- If an item comes back showing use or missing parts, we may make a proportionate deduction and will tell you why before refunding
5. Faulty, damaged or incorrect items
EU law gives you a two-year guarantee of conformity on everything we sell. If an item is faulty, not as described, or fails sooner than you could reasonably expect, we will repair it, replace it, or refund you — at no cost to you.
If your order arrives damaged or the wrong item was sent, please tell us within 48 hours of delivery where you can, and include photos of the item and of the outer packaging. That helps us claim against the carrier, but it does not affect your two-year rights.
We arrange a replacement or a full refund, including postage, and we do not ask you to pay return shipping on a faulty item.
6. Bought from another retailer?
If you bought the item somewhere other than shoreano.com, your rights sit with that seller. Please contact them directly — they are the ones able to resolve it.
7. Complaints and dispute resolution
If you are not satisfied with how we have handled a return, please tell us so we can put it right. If we cannot agree, Estonian consumers may refer the matter to the Consumer Disputes Committee of the Estonian Consumer Protection and Technical Regulatory Authority. Consumers elsewhere in the EU can use their national alternative dispute resolution body. See our Compliance & Dispute Policy for details.
8. How to contact us
Ennestrad Service OÜ
Reg. No. 16941549
Peterburi tee 53, 11415 Tallinn, Estonia
Email: info@shoreano.com
Monday–Friday, 9 am – 6 pm EET
