We may update these Terms at any time. Continued use of the site constitutes acceptance of the revised Terms. Questions about these Terms should be directed to: contact@genaura.com or Unit 1, 1 Regent Terrace, Rita Road, London, SW8 1AW

 

Effective Date: 11 September 2025

 

Who we are
This Website is operated by Genaura Limited (“Genaura”, “we”, “us”, “our”), a company registered in England and Wales under company number 15456338, with its registered office at 16 Great Queen Street, Covent Garden, London, United Kingdom, WC2B 5AH.

 

“GENAURA” is a registered trademark. All rights are reserved.

Trademark number: UK00003993689.

Where to find information about us and our products

You can find everything you need to know about us and our products on our website before you order.

Use of this website
You must be at least 18 years old and legally capable of entering a binding contract to use our website. You are restricted to no more than one account per person.

You agree not to use the website:
 To reproduce, distribute or exploit our content without permission.
 To engage in unlawful, defamatory, obscene or disruptive activity on our site.
 To introduce malicious code such as viruses, or harmful data to our site or attempt unauthorised access.
 For any illegal purpose or in any way that could harm Genaura’s reputation.

We may suspend or terminate accounts or your access to the website if you
breach any part of these terms.

When you buy from us you are agreeing that:

1. You understand and accept our order process and the way a contract is formed between you and us

1.1 Your order is an offer to purchase our products. We will acknowledge receipt of your order by email; this acknowledgement does not constitute acceptance. We only accept your order once we have checked it and
dispatched or supplied the product. A legally binding contract is formed at that point.

1.2 Sometimes we reject orders, for example if a product is unexpectedly out of stock, if we cannot verify your age (for age-restricted products), if you are located outside the UK and Ireland, or if the product was incorrectly priced. We reserve the right to refuse any order at our discretion. If we do not accept your order, we will let you know as soon as possible and refund any sums you have paid.

1.3 By placing an order, you confirm that:
– you are legally capable of entering into binding contracts;
– you are aged 18 years or over;
– you are purchasing for personal use and not for resale (unless expressly authorised by us in writing); and
– you are not allergic to, or otherwise medically advised against, the use of our products.

2. We charge you in full when you order. For some products we take payment at regular intervals, as explained to you during the order process. You own the goods once we have received payment in full.

3. We aim to deliver within the following timeframes
 We aim to deliver within 5–10 working days in the UK.
 In accordance with the Consumer Contracts Regulations, we guarantee that all orders will be delivered within 30 days of the date of purchase, unless we have expressly agreed an alternative delivery timeframe with you.
 Title to the goods shall pass to you upon full payment being received by us. Risk of loss or damage shall pass to you upon delivery.

 If you do not receive the goods you ordered within 30 days of the order date, please notify us as soon as possible by email to contact@genaura.com. If you notify us of a problem under this condition, we will (at your option):
– address any shortage or non-delivery
– replace any goods that are damaged or defective; or
– refund you the amount that you paid for the goods using the same method you used to pay.

 

4. We will send you marketing communications where you have provided your consent by opting in. If you choose to opt-in to receive marketing communications (including emails, newsletters, promotions, or offers), we will use your contact details to keep you informed about our products and services. You may withdraw your consent and unsubscribe from such communications at any time by following the instructions
provided in each communication or by contacting us directly at contact@genaura.com.

5. We pass on increases in VAT. If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

6. We are not responsible for delays or failure to perform due to events outside our control.

6.1 If our supply of your product is delayed by an event outside our control, such as because the product is out of stock, there are unexpected supply chain or transportation issues, because of a pandemic, epidemic, natural disasters, war, civil disorder, strikes, cyber-attacks or government restrictions, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we will not be liable for the delay and we will not compensate you for the delay.

6.2 If the delay is substantial, long-term or indefinite, you may contact our Customer Service Team at contact@genaura.com to end the contract and we will refund any sums you have paid in advance for products you will not receive. We may also end the contract if the impact of the delay means we can no longer reasonably supply the products.

 

7. We are not responsible for third-party links or third-party purchases

7.1 The website may include links to third-party sites. These are provided solely for your convenience. We do not control or endorse any third-party sites and are not responsible for their content or practices.

7.2 If you purchase our products from a third-party organisation, retailer, wholesaler, or reseller, your contract of sale is with that third party. In such cases, any requests for refund, replacement, or exchange must be made directly to the seller in accordance with their terms and conditions, and we cannot process such requests on your behalf. This does not affect your legal rights in respect of products purchased directly
from us.

 

8. Products can vary slightly from their pictures A product’s true colour may not exactly match that shown on your device or in our
marketing or its packaging may be slightly different.

9. We charge you if you do not give us information we need or if you do not make payment when it is due

9.1 If you are not home when the product is delivered and you do not reschedule delivery or pick it up from a delivery depot, we will contact you
for further instructions and may charge you for storage costs and additional delivery charges. If, despite our reasonable efforts, we cannot
reach you or arrange for delivery or collection, we may end the contract.

9.2 If you enter incorrect details on your account, including but not limited to your name, email address, delivery address, and/or card details and you do not notify us, we will have no liability if your products are not delivered to you.

9.3 If we terminate the contract under the conditions outlined in clauses 9.1 to

9.2 then we may charge you additional sums and/or deduct reasonable compensation for the costs incurred due to your actions or inactions, including costs associated with a minimum auto-replenishment cycle delivery.

 

10. All content, designs and logos, software, trademarks and imagery are the exclusive property of Genaura Limited or our licensors. All rights are reserved.

 

10.1 You may use our website and its contents only for your personal, non- commercial use and in connection with purchasing our products. You must not copy, reproduce, modify, publish, transmit, distribute, display, sell, licence or otherwise exploit any of our intellectual property without our prior written consent.

10.2 In addition to any other prohibitions set out in these Terms you must not use our website or its content (i) for fraudulent or malicious purposes, for example by inserting malicious code, including viruses and harmful data, into any of our operating systems; (ii) to collect, harvest or track any information or data (including personal data of others) (iii) to harass, or abuse or to transmit defamatory offensive or otherwise objectionable material.

10.3 You must not remove, alter or obscure any trademark, copyright, or other proprietary notices from our products or materials. Any unauthorised use of intellectual property belonging to us or third parties may result in civil and/or criminal liability.

10.4 We reserve the right to cancel any orders if we reasonably believe that products are being purchased for the purpose of unauthorised resale or commercial exploitation.

 

11. If you submit reviews, images or other content to us (including through our website, social media channels or by email) you grant us a worldwide, non- exclusive, royalty-free, perpetual license to use, reproduce, adapt, publish and share that content in our marketing, communications and promotional materials

11.1 You must only submit content that you created yourself or otherwise have the right to use, and your content must not infringe the intellectual property, privacy or other rights of any third party.

11.2 You must not submit any content that is unlawful, offensive, defamatory, misleading, or that makes unauthorised health or medical claims about our products. We reserve the right (but are not obliged) to moderate, edit or remove any content submitted to us.

11.3 By submitting content, you agree that we may use your first name and/or social media handle to attribute the content, unless you ask us not to.

12. You must read the product information and medical disclaimer carefully

12.1 Our products are formulated for cosmetic purposes only. They are not intended to diagnose, treat, cure or prevent any disease.

12.2 Always review the full ingredient list before purchase and conduct a patch test before first use.

12.3 If irritation occurs, discontinue use and seek medical advice.

12.4 Consult your doctor before use if you are pregnant, breastfeeding, taking medication or have a pre-existing medical condition.

12.5 Do not use the product past the expiration date printed on the packaging. We are not liable for adverse reactions if instructions are not followed.

13. You agree to our subscription policy (if you have subscribed to automatic deliveries)
Our subscription policy is as follows:
13.1 In order to open a subscription account with us –
13.1.1 You must be over 18 years of age and ordinarily resident in the UK and Northern Ireland
13.1.2 You must be the holder of a UK bank account and the holder of a credit/debit card in your sole name from which we can take
monthly subscription payments.
13.1.3 You must place orders with us totalling at least £294 per month. After applying a subscription account discretionary 10% discount,
your minimum monthly spend will be £264.60. By opening a subscription account, you are agreeing to pay this amount to us.
13.1.4 By ticking the box marked “confirm monthly subscription” at checkout you are requesting that we open a subscription account
for you, and you are agreeing to these terms. You are also agreeing to enter into a monthly rolling contract with us (please
see further details in clauses 13.2 to 13.12 inclusive).
13.1.5 We will notify you by email to confirm we have acknowledged your request to open a subscription account with us.
13.2 All subscriptions will be payable each calendar month on the same day as the original purchase. For shorter months, they will renew
on the same day or the last day of the month.
13.3 Billing occurs on your renewal date each month and recurs indefinitely until the subscription is cancelled by you or us.
13.4 We reserve the right to change the subscription price at any time. Any price change will take effect after we provide you with at least
30 days’ notice.
13.5 If payment fails, we will attempt to collect payment again within 7 days. If payment remains unsuccessful, we may suspend or
cancel your subscription until payment is received.
13.6 You may pause or cancel by giving us at least 30 days’ notice before the next billing date.
13.7 If you pause or cancel less than 30 days’ before your renewal date, this will take effect after the next subscription cycle.
13.8 Pauses and cancellations must be processed via your online account as follows:
– Log in to your Account at https://genaura.com
– Identify the subscription you wish to amend and select Pause or Cancel.
13.9 Pausing an order will temporarily stop billing and shipping for that
cycle only. Your subscription will automatically continue with the next scheduled order unless you pause again or cancel.
13.10 Accounts found exploiting the pause function may face
cancellation or restricted feature access at our discretion.
13.11 We reserve the right to:
– modify or discontinue the pause subscription feature at any time
– pause or cancel subscriptions that remain inactive for long periods
– not to renew your subscription at any time without providing any
reasons for our decision.
We will notify subscribers of any significant changes.
13.12 Our refunds policy at clause 16 applies only to your most recent order. Previous or past orders will not be refunded.

 

14. You agree with our terms for promotions and offers
 Unless stated otherwise, offers are limited to one per customer/household.
 Promotions cannot be combined.

 Fraudulent use will result in cancellation and possible recovery of the full product price.

 

15. You can end an on-going contract
We tell you when and how you can end an on-going contract with us (for example, for a subscription for goods) during the order process and we confirm this information to you in writing after we have accepted your order. If you have
any questions, please contact our Customer Service Team:
contact@genaura.com

16. You have a legal right to change your mind (note that you also have separate rights if something is wrong with your product – see clause 17
below).
16.1 Your legal right to change your mind. For most of our products bought online, you have a legal right of 14 days from delivery to change your mind and receive a refund of what you paid for it, including the delivery costs. You pay the costs of return. This is subject to some conditions, as set out below at clauses 16.2 to 16.9 .
16.2 When you cannot change your mind. You cannot change your mind about an order for products sealed for health protection or hygiene
purposes, once these have been unsealed after you receive them. We cannot accept the return of opened, used or damaged items unless they are faulty.
We cannot accept only some of the products in a “bundle” or group of products that has a multi-buy discount applied. All items within the ‘bundle’ must be returned together in their original packaging for the refund policy to apply. We cannot accept products without the free “Gift with Purchase” (if provided). All items must be returned together in their original packaging for the refund policy to apply.
16.3 The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we
deliver your product (see clause 16.4 for how to let us know). If the goods are for regular delivery (for example, a subscription), you can only
change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery. Subsequently, you have an additional 14 days after you have let us know to return the items to us (see clause 16.5 for how you have to follow the returns procedure).
16.4 How to let us know. To let us know you want to change your mind, contact our Customer Service Team: contact@genaura.com and include a note stating the reason for your return (for example because it is damaged or faulty or because you no longer wish to keep the product).
If the product is damaged or faulty, please let us know if you prefer:
a) a refund; or
b) a replacement product.
16.5 You have to follow the returns procedure. Returns are at your own cost, unless we offered free returns when you bought the goods, or unless the product is damaged or faulty.
Returns should be accompanied by proof of purchase and should include any free gifts provided with the product.
If you wish to return the product, then within 14 days of letting us know:
Send the product back to us at:
Fullers Fulfilment, Andry House, Units 5/6 Harrison Way, Leamington Spa, CV31 3HJ
using a reputable delivery service.
– You should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you do
not do this and we do not receive the goods at all or within 14 days of you letting us know that you will be returning them, we will not be
able to refund you.

16.6 We only refund standard delivery costs. For example, we do not refund any extra you have paid for express delivery or delivery at a particular time.
16.7 We will refund you the cost of your return only if we have agreed to it, or if the product is damaged or faulty. Please email us at contact@genaura.com to let us know if the product is damaged or faulty, along with your receipt for returning the product. We will only issue a
refund for your return costs once we have a) received the product back; and b) confirmed that we agree that it is damaged/faulty.

16.8 We may reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable to resell, we may choose to reduce your refund instead of refusing the refund, to compensate us for its reduced value. For example, we may reduce your refund if the product’s condition is not “new” price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.
16.9 When and how we refund you or replace the products.
– If your product is goods that have not been dispatched, we refund you as soon as possible. If your product is goods that you are sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you have sent them to us). We refund you by the method you used for payment. We do not charge a fee for the refund.
– If you have returned the product because it is damaged or faulty, and we agree that it is damaged or faulty, we will either replace it or
provide a full refund, in accordance with your statutory rights. If we agree that the product is faulty, replacement of the faulty product
will be arranged within 30 days of receiving your return.
– If the return is received after the 14-day period from when you let us know that you will be returning the product then you will not receive
a refund.

 

17. You have rights if there is something wrong with your product
17.1 If you think there is something wrong with your product, you must contact our Customer Service Team: contact@genaura.com. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Remember too you that “You have several options for resolving disputes with us” (see clause 25).
17.2 The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
 Up to 30 days: if your goods are faulty, then you can get a refund.
 Up to six months: if your goods cannot be repaired or replaced, then you are entitled to a full refund, in most cases.

 Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

17.3 For skincare products, the expected lifespan is limited to the shelf life and period-after-opening stated on the packaging. Once a product has passed its expiry date or recommended period after opening, it is no longer considered to have a reasonable lifespan for the purposes of your legal rights. Claims relating to products after their expiry date or recommended period after opening may not be valid.

18. We can change products and these terms
18.1 Changes we can always make. We can always change a product:
 to reflect changes in relevant laws and regulatory requirements for example by updating product labelling, packaging information, or
safety instructions to ensure continued compliance;
 to make minor adjustments and improvements. These are changes that will not materially affect your use of the product; and
 to update digital content, provided that the digital content always matches the description of it that we provided to you before you
bought it. We might ask you to install these updates.

18.2 Changes we can only make if we give you notice and an option to terminate. We can also make the following types of change to the product or these terms, but if we do so we will notify you and you can then contact our Customer Service Team: contact@genaura.com to end the contract before the change takes effect and receive a refund for any products you have paid for in advance, but not received:
 significant changes to product features, functions, or specifications;
 substantial changes to pricing or payment terms;
 changes that materially affect the way you use the product or your legal rights under these terms; or
 the withdrawal of a product or service from our range.

19. We can suspend supply (and you have rights if we do)
We can suspend the supply of a product. We do this to:

 

 update the product to reflect changes in relevant laws and regulatory requirements; or
 make changes to the product (see clause 18 headed: We can change products and these terms).
We try to let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we are suspending supply, unless the problem is urgent or an emergency. If we suspend the product, we adjust the price so you do not pay for it while it is suspended. If we suspend supply, or tell you we are going to suspend supply, for more than 30 days you can contact our Customer Service Team: contact@genaura.com to end the contract and we will refund any sums you have paid in advance for products you will not receive.

20. We can withdraw products
We can stop providing a product, such as an ongoing service or a subscription for digital content or goods. We will give you reasonable notice and will refund any sums you have paid in advance for products which will not be provided.

21. We can change prices and product descriptions without notice Prices, product descriptions and availability may change without notice. Changes in price will not affect orders in which we have already sent you an order acknowledgement. We strive to keep all information current, but we do not guarantee it.

22. We can end our contract with you We can end our contract with you for a product and claim any compensation due
to us including enforcement costs if:
 you do not make any payment to us when it is due and you still do not
make payment within 14 days of our reminding you that payment is due;
 you do not, within a reasonable time of us asking for it, provide us with
information, cooperation or access that we need to provide the product, for
example, details of how to enter the property (if required).
 you do not, within a reasonable time, either allow us to deliver the product
to you or collect it from us.

 

23. We do not compensate you for all losses caused by us or our products

23.1 We are not responsible for losses you suffer caused by us breaking this contract if the loss is:
 Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
 Caused by a delaying event outside our control. As long as we have taken the steps set out in clause 6 titled “We are not
responsible for delays or failure to perform due to events outside our control”.
 Avoidable. Something you could have avoided by taking reasonable action. For example, not following the instructions,
warnings or patch-test guidance provided with our skincare products, or continuing to use a product after experiencing an adverse reaction.

23.2 To the extent that you use a product for the purposes of your trade, business, craft or profession then, save in respect of any liability which
cannot legally be limited, our total liability to you for all losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to what you paid for the product and all claims for loss of profit,
business, goodwill or indirect or consequential loss are wholly excluded.
23.3 Nothing in this contract excludes or limits liability for death/personal injury caused by negligence, fraud, or other liabilities that cannot be excluded by law.

 

24. We use your personal data as set out in our Privacy Notice
24.1 Your privacy is paramount. Please read our Privacy Policy carefully, as it explains how we collect, store and process your personal data in compliance with UK GDPR and the Data Protection Act 2018.
24.2 By creating an account or placing an order, you confirm you have read and agreed to both these Terms and our Privacy Policy.

25. You have several options for resolving disputes with us
25.1 Our complaints policy. Our Customer Service Team will do their best to resolve any problems you have with us or our products as per our
Complaints Policy set out below:

25.1.1 You can raise a complaint by contacting our Customer Service team at contact@genaura.com. Please provide your order number, details of the product, and a description of your complaint.
25.1.2 If your complaint relates to a potential fault with a skincare or cosmetic product, we may ask you to return the item to us for inspection.
Please note that once a product has passed its expiry date or the recommended period after opening, it will not be considered to have a
reasonable lifespan for the purposes of your legal rights.
25.1.3 We will acknowledge receipt of your complaint within 5 working days and will aim to provide you with a full response within 30 working
days. If we need more time to investigate, we will let you know and keep you informed of progress.
25.1.4 This complaints policy does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable law.
25.2 Resolving disputes without going to court. Alternative dispute resolution (ADR) is an optional process where an independent body
considers the facts of a dispute and seeks to resolve it, without you having to go to court. We are required by law to provide you with information
about ADR, but we are not obliged to participate in ADR proceedings and may choose not to do so.
25.3 You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

26. Other important terms apply to our contract
26.1 We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We will
contact you to let you know if we plan to do this. If you are unhappy with the transfer you can contact our Customer Service Team:
contact@genaura.com to end the contract within 30 days of us telling you about it and we will refund you any payments you have made in advance for products not provided.
26.2 You can only transfer your contract with us to someone else if we
agree to this. We may not agree if for example, the transfer would change the scope of our obligations, increase our risk, or involve transferring the contract to a person or business we would not normally contract with. We can require the new owner to prove you transferred the product to them, for example by providing a dated proof of purchase, a transfer receipt, or other reasonable evidence of the handover.
26.3 Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it (other than someone you
told us you were giving a product to as a present) and neither of us will need to ask anybody else to sign-off on ending or changing it.
26.4 If a court invalidates some of this contract, the rest of it will still apply.
If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
26.5 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like
paying) or for doing something you are not allowed to, but that does not mean we cannot do it later.