Right to cancel and guarantee

Version: 19 October 2026.

Our satisfaction guarantee: we help until it works

Has your culture not got going, even though you followed the guide? Write to us within 14 days of receiving it, with your name, the e-mail address used for the order and a photo of your jar. We will look at the situation with you and help you until it works. If the culture itself is at fault, we will send you a new one or refund its price, whichever you prefer.

The satisfaction guarantee is a voluntary commitment (a commercial guarantee). It applies in addition to your statutory right to cancel and your statutory rights under the Consumer Rights Act 2015, and it does not limit those rights in any way.

Damaged parcel or wrong item

If your parcel arrives damaged or contains something other than what you ordered, please send us a photo. We will send you the correct product or refund the amount, at no cost to you. Your statutory rights remain fully unaffected.

Cancel your order online

You can send us your cancellation directly on this page, using the form below. You will receive an acknowledgement of receipt by e-mail without delay, showing the date and time your cancellation reached us.

Cancel your order

Would you like to cancel your order? Fill in your details here and send the form. You will receive an acknowledgement of receipt by e-mail straight away.

First name and surnameE-mail address (for the acknowledgement)Order number or order dateMessage (optional, for example which items it concerns)Web

Confirm cancellation

As soon as you send this form, your contract is cancelled. You do not need to give a reason.

Information about the right to cancel

As a consumer, you have a right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which apply to contracts made at a distance, such as an order placed in our online shop. The model information below follows the wording set out in Schedule 3 to those Regulations.

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered several goods in one order and they are delivered separately, the cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last of the goods.

To exercise the right to cancel, you must inform us (Naturalnco SARL, brand Natural Probio, 26 rue principale, 57920 Monneren, France, e-mail: hello@natural-probio.com, telephone: +33 6 59 95 57 96) of your decision to cancel this contract by a clear statement (for example, a letter sent by post or an e-mail). You may use the model cancellation form below, but it is not obligatory.

You can also electronically fill in and submit the cancellation form on this page. If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation on a durable medium (by e-mail) without delay.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than 14 days after the day we receive back from you any goods supplied, or (if earlier) 14 days after the day you provide evidence that you have returned the goods, or, if no goods have yet been supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

You shall send back the goods or hand them over to Naturalnco SARL, 26 rue principale, 57920 Monneren, France, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

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

End of the model information

Live cultures and the right to cancel

Under regulation 28(1)(c) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to contracts for the supply of goods which are liable to deteriorate or expire rapidly.

Water kefir grains, milk kefir grains, the kombucha SCOBY and the ginger beer plant, sold on their own or in a set, are live cultures. After delivery they need to go into sugar water, milk or sweet tea within a few days, or be kept in the fridge, and a trip back through the post as a rule leaves them unusable. In our view, these cultures may therefore fall within this exception once they have been delivered to you, so that the right to cancel may not apply to them from that point.

Liquid calf rennet is different: it is not a live culture but a coagulant for making cheese, and it keeps for a long time in its sealed bottle. For the rennet, the standard right to cancel described above therefore applies: you can cancel within 14 days of delivery and send the bottle back to us, ideally unopened with its seal intact. If it has been opened, you are liable only for any diminished value resulting from handling beyond what is necessary to establish its nature and characteristics.

Put simply: you can cancel your order up until delivery, and once a live culture has reached you, we cannot take it back as a cancellation. That does not leave you on your own, because our satisfaction guarantee applies to every live culture: if a culture does not get going when you follow the guide, you receive a new culture or your money back. Your statutory rights under the Consumer Rights Act 2015 (set out below) also remain unaffected in all cases.

Model cancellation form

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

Your statutory rights under the Consumer Rights Act 2015

Whatever happens with the right to cancel and our guarantee, the goods we sell you must be as described, of satisfactory quality and fit for purpose, including any particular purpose you made known to us before buying (sections 9 to 11 of the Consumer Rights Act 2015). For live cultures, this is assessed with their nature in mind: they are natural products, and slight differences in shape, size, colour or speed of fermentation are normal.

If goods are faulty or not as described, you have the following remedies under the conditions laid down by the Act:

• Short-term right to reject: you can reject the goods and get a full refund within 30 days of delivery, or within a shorter period for goods that can reasonably be expected to perish after a short time, such as live cultures.
• Repair or replacement: you can ask us to repair or replace the goods. For a live culture, this in practice means a replacement culture, at no cost to you.
• Price reduction or final right to reject: if a repair or replacement is impossible, fails or is not carried out within a reasonable time and without significant inconvenience to you, you can ask for a reduction in price or reject the goods for a refund.

Where a fault appears within six months of delivery, it is presumed to have existed at delivery, unless this is incompatible with the nature of the goods. If you rely on these rights, we bear the cost of returning faulty goods. To use them, write to us through the contact form or at hello@natural-probio.com, ideally with your order number and a photo. More detail is in our terms and conditions.

Return costs

If you cancel an order for goods which have already been sent to you and to which the right to cancel applies, you bear the direct cost of returning them, as set out in the model information above. If the goods are faulty, damaged or not what you ordered, you pay nothing: we bear the cost of putting it right. Under our satisfaction guarantee there is nothing to send back at all, a photo of your jar is enough.

Refunds

Refunds, whether after a cancellation, under the Consumer Rights Act 2015 or under the satisfaction guarantee, are made within 14 days to the payment method you used for the order (Visa or Mastercard, Apple Pay, Google Pay, PayPal or Klarna), in pounds sterling. If you paid with Klarna in instalments, Klarna adjusts your payment plan accordingly.