Delivery

 

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.

 

Charges if You Miss Delivery

 

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.

 

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.

 

Returns (Change of Mind)

 

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).

 

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.

 

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).

 

How to Return

 

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).

 

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:

 

Fullers Fulfilment, Andry House, Units 5/6 Harrison Way, Leamington Spa, CV31 3HJ

 

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.

 

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  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.

 

Refunds

 

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 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.

 

Your Legal Rights (Faulty Goods)

 

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.

 

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.

 

Additional Delivery & Returns Terms

 

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.

 

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.

 

If the delay is substantial, long-term or indefinite, you may contact our Customer Service Team at  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.

 

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.

 

If we terminate the contract under the conditions outlined 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.

 

You agree to our subscription policy (if you have subscribed to automatic deliveries)

 

Our refunds policy at applies only to your most recent order. Previous or past orders will not be refunded.

 

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 in Terms & Conditions

 

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.

 

If the product is damaged or faulty, please let us know if you prefer:

 

a refund; or

1. b) a replacement product.

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.

 

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 “as 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.

 

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.

 

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:  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:

 

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:  to end the contract and we will refund any sums you have paid in advance for products you will not receive.

 

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.

 

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, either allow us to deliver the product to you or collect it from us.

 

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.

 

This complaints policy does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable law.

 

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:  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.

 

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.