Delivery
We aim to deliver within 3 working days in the UK.
We aim to deliver within 5–15 working days in the USA. Deliveries to the USA are sent from our UK warehouse via FedEx and are delivered DDP (Delivered Duty Paid); no additional taxes are due upon reception.
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 and additional delivery charges. If, despite our reasonable efforts, we cannot reach you or arrange delivery or pickup, 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).
When you cannot change your mind:
You cannot change your mind about an order for products sealed for health protection or hygiene purposes once they 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. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery. After you let us know, you have an additional 14 days to return the items to us.
How to Return
To let us know you want to change your mind, contact our Customer Service Team at 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 to let us know if the product is damaged or faulty, along with your receipt, so we can arrange a return. 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 returning to us, we refund you within 14 days of receiving them from you (or receiving evidence that you have sent them to us). We refund you using the payment method you used. 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.
If the delay is substantial, long-term, or indefinite, you may 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 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 organization, retailer, wholesaler, or reseller, your contract of sale is with that third party. In such cases, any requests for a 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 refund policy 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 to change your mind within 14 days of delivery and receive a refund of what you paid, including delivery costs. You pay the costs of return.
This is subject to some conditions as set out in the Terms & Conditions.
We cannot accept returns 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 with 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 whether you prefer a refund or a replacement product.
You should keep a receipt or other evidence from the delivery service that proves you 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 that would not be acceptable for resale, we may 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, we will arrange replacement within 30 days of receiving your return.
We can make changes only 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 will 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 will 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 refund any sums you have paid in advance for products that will not be provided.
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 may transfer our contract with you so that a different organization 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. We will refund any payments you have made in advance for products not provided.
You can transfer your contract with us to someone else only if we agree. 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 may require the new owner to prove that you transferred the product to them, for example by providing dated proof of purchase, a transfer receipt, or other reasonable evidence of the handover.