1. 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.

2. 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 place an Order.

3. 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.

4. When you buy from us you are agreeing that

4.1 Order process and formation of the contract

1. Your order is an offer to purchase our products (Order). 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.
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.
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.

4.2 Charges and payment

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.

4.3 Delivery timelines and risk

• 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 passes to you upon full payment being received by us. Risk of loss or damage passes 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 we agree are damaged or defective; or refund you the amount that you paid for the goods using the same method you used to pay.

5. Marketing communications

We will send you marketing communications only where you have provided your consent by opting in. You may withdraw your consent and unsubscribe at any time by following the instructions in each communication or by contacting us at contact@genaura.com.

6. VAT changes

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 takes effect.

7. Events outside our control

If our supply of your product is delayed by an event outside our control (including stock issues, supply chain or transportation issues, 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.

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.

8. Third-party links and third-party purchases

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.
2. If you purchase our products from a third-party organisation, retailer, wholesaler, or reseller, your contract of sale is with that third party. Any requests for refund, replacement, or exchange must be made directly to the seller under their terms and conditions. This does not affect your legal rights in respect of products purchased directly from us.

9. Product images and variations

A product’s true colour may not exactly match that shown on your device or in our marketing, and its packaging may be slightly different.

10. Charges where information or payment is missing

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 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.
2. If you enter incorrect details on your account (including 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.
3. If we terminate the contract under clauses 10.1 to 10.2, we may charge you additional sums and/or deduct reasonable compensation for costs incurred due to your actions or inactions, including costs associated with a minimum auto-replenishment cycle delivery.

11. Intellectual property and acceptable use

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

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.
2. In addition to other prohibitions in these Terms you must not use our website or its content (i) for fraudulent or malicious purposes (including inserting malicious code into any of our systems); (ii) to collect, harvest or track any information or data (including personal data of others); or (iii) to harass, abuse or to transmit defamatory, offensive or otherwise objectionable material.
3. You must not remove, alter or obscure any trademark, copyright, or other proprietary notices from our products or materials. Any unauthorised use may result in civil and/or criminal liability.
4. We reserve the right to cancel any Orders if we reasonably believe that products are being purchased for unauthorised resale or commercial exploitation, or if multiple attempts are made to redeem a single-use discount across different accounts and/or addresses.

12. Content you submit

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 licence to use, reproduce, adapt, publish and share that content in our marketing, communications and promotional materials.

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.
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.
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.

13. Product information and medical disclaimer

1. Our products are formulated for cosmetic purposes only. They are not intended to diagnose, treat, cure or prevent any disease.
2. Always review the full ingredient list before purchase and conduct a patch test before first use.
3. If irritation occurs, discontinue use and seek medical advice.
4. Consult your doctor before use if you are pregnant, breastfeeding, taking medication or have a pre-existing medical condition.
5. Do not use the product past the expiration date printed on the packaging.
6. We are not liable for adverse reactions if instructions are not followed.

14. Subscription policy (if you subscribe to automatic deliveries)

In order to open a subscription account with us:

1. You must be over 18 years of age and ordinarily resident in the UK and Northern Ireland.
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.
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.
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 (see clauses 14.6–14.15).
5. We will notify you by email to confirm we have acknowledged your request to open a subscription account with us.
6. 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.
7. Billing occurs on your renewal date each month and recurs indefinitely until the subscription is cancelled by you or us.
8. 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.
9. 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.
10. Pausing or cancelling: You may pause or cancel your subscription by giving us at least 30 days’ notice before the next billing date.
11. If you pause or cancel less than 30 days before your renewal date, this will take effect after the next subscription cycle.
12. How to pause or cancel: Log in to your Account at https://genaura.com, identify the subscription you wish to amend and select Pause or Cancel.
13. Effect of pausing: Pausing an Order will temporarily stop billing and shipping for that subscription cycle only. Your subscription will automatically continue with the next scheduled Order unless you pause again or cancel.
14. Abuse and discretion: Accounts found exploiting the pause function may face cancellation or restricted feature access at our discretion. We may modify or discontinue the pause subscription feature at any time, pause or cancel subscriptions that remain inactive for long periods, and choose not to renew your subscription at any time without providing reasons. We will notify subscribers of any significant changes.
15. Refunds: Our refunds policy at clause 17 applies only to your most recent Order. Previous or past Orders will not be refunded.

15. Promotions and offers

1. Introductory Discount: You may apply for a one-time and time-limited introductory 20% discount on your first Order (“Introductory Discount Offer”). You must apply by 31 December 2025. The discount is limited to one use per customer and applies to one purchase only. Eligibility will be verified by reference to the customer’s full name, email address and postal address. Any attempt to use multiple email addresses or postal addresses to circumvent this restriction will be treated as fraudulent use.
2. Unless stated otherwise, promotions (including the Introductory Discount Offer) cannot be combined with any other promotions, discounts, or offers. The Introductory Discount Offer of 20% off applies to the first purchase only. Customers who subscribe shall then be entitled to a 10% discount on subsequent subscription Orders, as set out in clause 14.
3. Details of current promotions, including introductory discounts, will be published on our website or communicated to customers prior to entry. Each promotion is subject to these Terms and any additional conditions stated at the time.
4. Fraudulent use of any promotion, discount code or introductory offer (including attempts to redeem more than once per customer or per email address, or by setting up multiple accounts for the same individual) may result in cancellation of the relevant Order and/or recovery of the full product price. We also reserve the right to refuse future participation in promotional offers and, where appropriate, to close accounts found to be abusing such offers.
5. We reserve the right to withdraw, amend or extend any promotions (including the Introductory Discount Offer) at our discretion, provided this will not affect Orders already placed.

16. Ending an ongoing contract

We tell you when and how you can end an on-going contract with us (for example, a subscription) 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 at contact@genaura.com.

17. Your legal right to change your mind – refunds and returns

1. Your legal right to change your mind: For most products bought online, you have 14 days from delivery to change your mind and receive a refund of what you paid for it, including the standard delivery costs. You pay the costs of return. This is subject to clauses 17.2–17.10.
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 items from a bundle/multi-buy; all items must be returned together in their original packaging. If a free Gift with Purchase was provided, it must be returned with the product for the refund policy to apply.
3. Deadline: You must let us know no later than 14 days after the day we deliver your product (see 17.4). If the goods are for regular delivery (e.g., 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. You then have an additional 14 days to return the items to us (see 17.5).
4. How to tell us: Email contact@genaura.com and include a note stating the reason for your return (e.g., damaged/faulty or no longer wanted). If damaged/faulty, please state whether you prefer (a) a refund; or (b) a replacement product.
5. Returns procedure: Returns are at your own cost unless we offered free returns when you bought the goods, or we agree the product is damaged or faulty. Returns must be accompanied by proof of purchase and should include any free gifts provided with the product. Within 14 days of letting us know, send the product to:
   Fullers Fulfilment, Andry House, Units 5/6 Harrison Way, Leamington Spa, CV31 3HJ, using a reputable delivery service.
6. Proof of posting: 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 you will be returning them, we will not be able to refund you.
7. Delivery costs: We only refund standard delivery costs (not any extra you paid for express or timed delivery).
8. Return postage: We refund your return postage costs only if we have agreed to it in advance, or if the product is damaged or faulty. Email us with your receipt for returning the product. We will issue any refund of return costs once we (a) receive the product back; and (b) confirm it is damaged/faulty.
9. Reduction for use/damage: We may reduce your refund if you have used or damaged a product (e.g., not “as new”, damaged packaging, missing accessories). In some cases, no refund may be due.
10. Timing of refunds/replacements: If your goods have not been dispatched, we refund as soon as possible. If you are sending goods back to us, we refund within 14 days of receiving them back (or satisfactory evidence of posting). Refunds are by the original payment method and we do not charge a fee. If we agree the product is faulty, replacement will be arranged within 30 days of receiving your return. Returns received after the 14-day post-notice period will not be refunded.

18. If there is something wrong with your product

1. If you think there is something wrong with your product, contact our Customer Service Team at contact@genaura.com. We honour our legal duty to provide products as described and that meet legal requirements.
2. Under the Consumer Rights Act 2015:
   • Up to 30 days: if your goods are faulty, you can get a refund.
   • Up to six months: if your goods cannot be repaired or replaced, 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.
3. For skincare products, the expected lifespan is limited to the shelf life and period-after-opening stated on the packaging. Claims after expiry/PAO may not be valid.

19. We can change products and these Terms

1. Changes we can always make: to reflect changes in laws/regulatory requirements (including labels, packaging or safety instructions); to make minor adjustments and improvements that do not materially affect use; and to update digital content so it matches its description (we may ask you to install updates).
2. Changes with notice and your right to terminate: for significant changes to features/functions/specifications, substantial changes to pricing/payment terms, changes that materially affect use or your legal rights, or withdrawal of a product/service. If we make such changes, we will notify you and you can contact contact@genaura.com to end the contract before the change takes effect and receive a refund for any products paid for in advance but not received.

20. Suspension of supply

We can suspend the supply of a product to update it for legal/regulatory reasons or to make changes (see clause 19). We will contact you in advance unless the problem is urgent or an emergency. If we suspend the product, we adjust the price so you do not pay while it is suspended. If suspension is for more than 30 days, you can contact contact@genaura.com to end the contract and we will refund any sums paid in advance for products you will not receive.

21. Withdrawal of products

We can stop providing a product (including subscriptions). We will give reasonable notice and refund any sums paid in advance for products which will not be provided.

22. Prices and product descriptions

Prices, product descriptions and availability may change without notice. Changes in price will not affect Orders for which we have already sent an Order acknowledgement. We strive to keep all information current, but do not guarantee it.

23. Ending our contract with you

We can end our contract with you for a product and claim compensation (including enforcement costs) if:

• You do not make any payment when due and still do not make payment within 14 days of our reminder;
• You do not, within a reasonable time of us asking, provide information, cooperation or access that we need to provide the product;
• You do not, within a reasonable time, allow us to deliver the product to you or collect it from us.

24. Liability – what we do and do not compensate

1. We are not responsible for losses you suffer caused by us breaking this contract if the loss is:
   • Unexpected – it was not obvious it would happen and nothing you told us before we accepted your Order meant we should have expected it;
   • Caused by a delaying event outside our control – provided we took the steps set out in clause 7;
   • Avoidable – something you could have avoided by taking reasonable action (e.g., following instructions/warnings/patch-test guidance or discontinuing use after an adverse reaction).
2. To the extent you use a product for the purposes of your trade, business, craft or profession then, save for liability which cannot legally be limited, our total liability to you for all losses 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; claims for loss of profit, business, goodwill or indirect/consequential loss are excluded.
3. Nothing in these Terms excludes or limits liability for death/personal injury caused by negligence, fraud, or other liabilities that cannot be excluded by law.

25. Privacy

1. Your privacy is paramount. Please read our Privacy Policy, which explains how we collect, store and process your personal data in compliance with UK GDPR and the Data Protection Act 2018.
2. By creating an account or placing an Order, you confirm you have read and agreed to both these Terms and our Privacy Policy.

26. Complaints and dispute resolution

1. Our complaints policy:
   1. You can raise a complaint by contacting our Customer Service team at contact@genaura.com. Please provide your Order number, product details, and a description of your complaint.
   2. If your complaint relates to a potential fault with a skincare/cosmetic product, we may ask you to return the item for inspection. Once a product has passed its expiry date or recommended period after opening, it is not considered to have a reasonable lifespan for the purposes of your legal rights.
   3. We will acknowledge receipt of your complaint within 5 working days and aim to provide 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.
   4. This complaints policy does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable law.
2. Alternative dispute resolution (ADR): 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.
3. Court proceedings: 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 in the courts of the country you live in. We can claim against you in the courts of the country you live in.

27. Other important terms

1. Assignment by us: We can transfer our contract with you so that a different organisation is responsible for supplying your product. We will contact you if we plan to do this. If you are unhappy with the transfer you can contact contact@genaura.com within 30 days of us telling you, to end the contract and we will refund any payments you have made in advance for products not provided.
2. Assignment by you: You can only transfer your contract with us to someone else 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 can require the new owner to prove transfer (e.g., dated proof of purchase or a transfer receipt).
3. Third party rights: Nobody else has any rights under this contract (other than someone you told us you were giving a product to as a present).
4. Severability: If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
5. No waiver: Even if we delay in enforcing this contract, we can still enforce it later.

Registered office: 16 Great Queen Street, Covent Garden, London, WC2B 5AH. Fulfilment returns address: Fullers Fulfilment, Andry House, Units 5/6 Harrison Way, Leamington Spa, CV31 3HJ.