Refund policy

Last updated: 11/06/2026

Not happy with your order? Below you will find your legal right to cancel, plus details of our voluntary 60-day return guarantee, which goes beyond your legal rights.

Before returning anything, please contact our customer service at info@bionera.co.uk. Our team will help you and explain the next steps.

A. Your legal right to cancel

As a consumer you have the right to cancel your order within 14 days, without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

A consumer is any individual acting for purposes that are wholly or mainly outside their trade, business, craft or profession.

Cancellation period

The cancellation period is 14 days from the day on which you (or someone you nominate, other than the carrier) take physical possession of the goods. Where you ordered several goods in one order that are delivered separately, the period runs from the day you receive the last item.

How to cancel

To exercise your right to cancel, you must tell us of your decision by a clear statement (for example a letter sent by post or an email):

Naturida GmbH
Kienberger Allee 4
12529 Schönefeld
Germany
Email: info@bionera.co.uk

You may use the model cancellation form at the end of this policy, but you do not have to.

To meet the cancellation deadline, it is enough that you send your cancellation before the 14-day period has expired.

Effects of cancellation

If you cancel, we will reimburse all payments received from you, including the standard delivery cost (but not any extra cost arising from your choice of a delivery type more expensive than our cheapest standard delivery).

We will make the refund without undue delay, and no later than 14 days after the day on which we are informed of your cancellation. We may withhold the refund until we have received the goods back, or until you have supplied evidence that you have sent the goods back, whichever is earliest.

We will use the same means of payment that you used for the original transaction, unless you have agreed otherwise; you will not incur any fees as a result of the refund.

Returning the goods

You must send the goods back without undue delay and in any event no later than 14 days from the day you tell us you wish to cancel. The deadline is met if you send the goods before the 14-day period has expired.

Returns must be sent only to the following address:

Naturida GmbH
c/o Monta UK
2 Spire Rd
Rushden
NN10 0FN
United Kingdom

You are only liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.

When the right to cancel does not apply

The right to cancel does not apply to sealed goods which are not suitable for return for health-protection or hygiene reasons, if they have been unsealed after delivery. This applies to our cosmetic products: once the seal of a product has been broken, that item can no longer be returned under the statutory right to cancel. Unopened, sealed products can still be returned within the cancellation period.

General notes

Please avoid damaging or soiling the goods. Where possible, return the goods in their original packaging with all accessories and packaging components, using suitable protective outer packaging.
Point 1 above is a request only and is not a condition for validly exercising your right to cancel.

B. Our voluntary 60-day return guarantee

In addition to your statutory rights, we offer a voluntary 60-day return guarantee so you can try our products with confidence.

This guarantee is granted on a goodwill basis and does not affect your statutory 14-day right to cancel or your rights under the Consumer Rights Act 2015.
Unlike the statutory right to cancel, this voluntary guarantee also covers products that have been opened or unsealed — so you can try a product and still return it within 60 days of receiving your order if it is not right for you.
To use the guarantee, contact info@bionera.co.uk within 60 days of receiving your order.

C. Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To: Naturida GmbH
Kienberger Allee 4
12529 Schönefeld
Germany
Email: info@bionera.co.uk

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*):

______________________________________________

Ordered on (*) ____________ / received on (*) ____________

Name of consumer(s): ____________________

Address of consumer(s): ____________________

Signature of consumer(s) (only if this form is notified on paper): ____________________

Date: ____________________

(*) Delete as appropriate.