Terms of service
Last updated: 11/06/2026
These Terms and Conditions ("Terms") govern the sale of goods through bionera.co.uk (the "Website"). Please read them carefully before placing an order. By placing an order you agree to these Terms.
1. Who we are
The Website and the goods offered on it are operated and supplied by:
Naturida GmbH
Kienberger Allee 4
12529 Schönefeld
Germany
Commercial register: HRB 18335 CB
VAT ID (DE): DE356087143
UK VAT registration number: GB526634680
Email: info@bionera.co.uk
We are referred to in these Terms as "we", "us" or "the Seller", and you as "you", "the customer" or "the consumer".
We are established in Germany and do not have a place of business in the United Kingdom. Goods are dispatched to UK customers directly from the Netherlands. This means that some orders are treated as imports into the UK (see clause 4 on prices, VAT and import charges).
These Terms apply to contracts with consumers, meaning any individual acting for purposes that are wholly or mainly outside their trade, business, craft or profession.
Product compliance contact
For cosmetic products placed on the Great Britain market, our UK Responsible Person is:
UK Compliance Ltd
60 Tottenham Court Road, Suite 5839a
London W1T 2EW
United Kingdom
Email: hello@ukcompliancepartner.com
2. The goods
Our goods are cosmetic products. Product descriptions, images and ingredient information are provided on the relevant product page. We take care to describe and show goods accurately, but minor variations (for example in colour reproduction on your screen) may occur.
Cosmetic products are intended for external use only and should be used in accordance with the directions and any warnings on the product. If you have a known allergy or sensitivity, please check the ingredient list (INCI) before use.
3. How a contract is formed
3.1 The display of goods on the Website is an invitation to treat, not a binding offer.
3.2 When you place an order through the checkout, you make a binding offer to buy the goods in your basket.
3.3 A contract between you and us is formed only when we send you an order confirmation / dispatch confirmation by email, or when we dispatch the goods to you, whichever happens first. If you pay using an "express" payment method (for example PayPal Express), the contract is formed at the point you complete payment.
3.4 If we are unable to accept your order (for example because the goods are out of stock, because of an error in the price or description, or because we are unable to deliver to your address), we will inform you and will not charge you, or will refund any payment already taken.
3.5 You can correct input errors at any time before submitting your order using the usual keyboard and mouse functions and the order summary shown before final confirmation.
3.6 The language available for the conclusion of the contract is English.
4. Prices, VAT and import charges
4.1 Prices are shown on the Website in pounds sterling (GBP) and include UK VAT. Any delivery charges are shown separately before you complete your order.
4.2 We sell to customers in the United Kingdom on a Delivered Duty Paid (DDP) basis. This means the price you pay at checkout is inclusive of all applicable UK taxes and of any import VAT and customs duties arising because the goods are sent from the Netherlands. You will not be asked to pay any additional import VAT, customs duty, carrier handling or other charges on delivery.
4.3 The total price payable, including any delivery charges, is shown to you before you complete your order.
4.4 Payment is due at the time of order unless another arrangement is shown at checkout.
5. Payment
5.1 The payment methods available to you are shown at checkout.
5.2 Where you choose a payment method provided through Shopify Payments, payment is processed by Stripe Payments Europe Ltd., 1 Grand Canal Street Lower, Grand Canal Dock, Dublin, Ireland. Further information: https://www.shopify.com/legal/terms-payments
5.3 Where you choose PayPal, payment is processed by PayPal (Europe) S.à r.l. et Cie, S.C.A., Luxembourg, in accordance with PayPal's terms.
5.4 Where you choose Klarna, payment is processed by Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, in accordance with Klarna's terms: https://www.klarna.com/uk/terms-and-conditions/
6. Delivery
6.1 We deliver to addresses in the United Kingdom. Goods are dispatched from the Netherlands and delivery times are shown on the Website or at checkout. Typical delivery time is 5–7 working days.
6.2 Risk of loss or damage to the goods passes to you when the goods are delivered to the address you gave us.
6.3 If delivery is delayed by an event outside our control, we will let you know as soon as possible and take steps to minimise the delay.
6.4 If no one is available to take delivery and the goods cannot be left safely, the carrier will leave a note explaining how to rearrange delivery or collect the goods.
7. Your right to cancel (cooling-off period)
7.1 If you are a consumer, you have a legal right to cancel most orders within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, without giving any reason.
7.2 Full details of how to cancel, the effects of cancellation, the deadlines and the exceptions (including sealed cosmetic products that have been unsealed for health-protection or hygiene reasons) are set out in our separate Cancellation and Returns Policy, which forms part of these Terms.
7.3 In addition to your statutory right to cancel, we offer a voluntary 60-day return guarantee. This is a goodwill arrangement that goes beyond your legal rights and does not affect or reduce your statutory 14-day right to cancel or any other legal rights. The conditions of the voluntary guarantee are set out in the Cancellation and Returns Policy.
8. Faulty or misdescribed goods (your statutory rights)
8.1 Nothing in these Terms affects your legal rights under the Consumer Rights Act 2015. Goods we supply must be of satisfactory quality, fit for purpose and as described.
8.2 If goods are faulty or not as described, you may be entitled to:
- reject the goods and get a full refund if you do so within 30 days of receiving them (the short-term right to reject);
- after 30 days, a repair or replacement; and
- a price reduction or refund if a repair or replacement is not possible or does not resolve the problem.
8.3 If you think goods are faulty, please contact us at info@bionera.co.uk before returning them and we will explain the next steps. We will cover reasonable return costs for faulty goods.
9. Limitation of liability
9.1 We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable.
9.2 We do not in any way exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any breach of your statutory rights as a consumer.
10. Complaints and dispute resolution
10.1 If you have a complaint, please contact us first at info@bionera.co.uk. We aim to acknowledge complaints promptly and to resolve them as quickly as possible.
10.2 Alternative dispute resolution (ADR) is a process by which an independent body helps to settle a dispute without going to court. We are not currently a member of, and are not obliged to use, an ADR scheme. If we are unable to resolve your complaint through our own complaints process, we will confirm this to you in writing; you may then be able to refer the matter to an ADR provider, although we are not obliged to participate.
10.3 Nothing in this clause affects your right to take legal action.
11. Governing law
11.1 These Terms are governed by the laws of England and Wales, and disputes can be brought in the courts of England and Wales.
11.2 If you live in Scotland or Northern Ireland, you may instead bring proceedings in the courts of the part of the UK in which you live, and the law of that part of the UK may apply to certain matters. As a consumer, you always benefit from any mandatory consumer-protection rules of the country in which you live.
12. Changes to these Terms
We may change these Terms from time to time. The version in force at the time you place your order applies to your contract.