Terms and conditions

Version: 19 October 2026.

Article 1. Scope and identity of the seller

(1) These terms and conditions apply to every order placed through the online shop natural-probio.co.uk and to every contract arising from it between the seller and a consumer buyer.

(2) Your contracting party is Naturalnco SARL, a private limited liability company under French law, which runs the shop under the brand Natural Probio, 26 rue principale, 57920 Monneren, France, RCS Thionville 985 347 202, EU intra-community VAT number FR83985347202. Contact: hello@natural-probio.com, telephone +33 6 59 95 57 96. Full details, including our UK VAT number, are given in the legal notice.

(3) You can read, save and print these terms and conditions on this page at any time. They are also sent to you by e-mail with your order confirmation. The version in force on the day of your order applies.

Article 2. Definitions

(1) Consumer: an individual acting for purposes that are wholly or mainly outside that individual's trade, business, craft or profession (section 2(3) of the Consumer Rights Act 2015).

(2) We or us: Naturalnco SARL, trading as Natural Probio.

(3) Distance contract: the contract concluded between you and us through the online shop, without the simultaneous physical presence of both parties.

(4) Cancellation period: the period of 14 days within which you, as a consumer, may exercise your right to cancel.

Article 3. Products

We sell live cultures for fermenting at home (water kefir grains, milk kefir grains, kombucha SCOBY with starter liquid, ginger beer plant), sets of these cultures, and liquid calf rennet, a coagulant for making cheese at home. The main characteristics of each product are set out on its product page, which is authoritative. Live cultures are natural products: slight differences in shape, size, colour or speed of fermentation are normal and do not amount to a fault. Photographs are for illustration.

Article 4. Placing an order and formation of the contract

(1) You add products to the basket and the ‘Checkout’ button takes you to the payment page of our payment service provider, Stripe. There you enter your contact and delivery details and choose a payment method.

(2) Before you order, you see a summary of the products, the total price including VAT and the delivery charge. Until then you can check and correct your details at any time or abandon the order.

(3) By clicking the final ‘Pay’ button, you place an order with an obligation to pay (regulation 14 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013).

(4) The contract is concluded as soon as the payment has been successfully authorised and we have sent you the order confirmation by e-mail.

(5) Obvious mistakes or errors in the offer, such as a clearly incorrect price, do not bind us.

(6) The contract is concluded in English. We store the text of the contract. You receive the details of your order and these terms and conditions by e-mail with the order confirmation.

Article 5. Prices, VAT and delivery charges

(1) All prices are in pounds sterling and include VAT.

(2) Delivery charges depend on the delivery method you choose: standard tracked delivery costs £4.90 per order and is free for orders of £35 or more; express tracked delivery costs £14.90 per order, whatever the order value. The delivery charge is shown in the basket and on the payment page before you order. More information is on delivery and payment.

(3) The price shown at the time of your order applies.

Article 6. Payment

(1) Payment is processed by our payment service provider, Stripe. Depending on availability, you can choose: Visa and Mastercard (debit or credit cards), PayPal, Apple Pay, Google Pay and Klarna (including Pay in 3). The payment methods available to you are shown on the payment page.

(2) If you pay with Klarna or PayPal, their own terms apply in addition. For some payment options, such as payment in instalments, Klarna may carry out its own checks and may refuse the option.

(3) The purchase price is due when the contract is concluded. If you choose payment in instalments with Klarna, the payment schedule communicated to you by Klarna applies.

Article 7. Delivery

(1) We deliver to addresses in the United Kingdom only (England, Scotland, Wales and Northern Ireland). At your choice, we deliver by standard tracked delivery or by express tracked delivery. In both cases, the final leg to your door is carried out by Royal Mail, and you receive a tracking number by e-mail.

(2) We dispatch your order within 24 to 48 hours on working days after the contract is concluded. Delivery then usually takes 3 to 6 working days with standard tracked delivery and 3 to 5 working days with express tracked delivery. Bank holidays may extend these times.

(3) Unless we have agreed another time with you, we deliver without undue delay and no later than 30 days after the contract is concluded (section 28 of the Consumer Rights Act 2015). If we fail to do so, you may give us an additional period of time appropriate to the circumstances. If we do not deliver within that additional period, you are entitled to treat the contract as at an end, and we will refund all sums paid without undue delay.

(4) The risk of loss of or damage to the products passes to you when you, or a person identified by you to take possession of them (other than the carrier), take physical possession of them (section 29 of the Consumer Rights Act 2015).

(5) Live cultures must be used as soon as possible after receipt or kept in the fridge, as described in the guide supplied with them.

Article 8. Retention of title

The products remain our property until the purchase price has been paid in full.

Article 9. Right to cancel

As a consumer, you have a statutory right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. All the information, including the exception for goods which are liable to deteriorate or expire rapidly (regulation 28(1)(c)) and how it applies to live cultures, together with the model cancellation form and the online cancellation form, is on the page right to cancel and guarantee.

Article 10. Your statutory rights

(1) The products must be as described, of satisfactory quality and fit for purpose (sections 9 to 11 of the Consumer Rights Act 2015). If they are not, you have the remedies provided by the Act, under the conditions it lays down: the short-term right to reject the goods for a full refund (within 30 days of delivery, or a shorter period for goods which can reasonably be expected to perish after a short time), the right to a repair or replacement, and, where a repair or replacement is not possible or does not put things right, the right to a price reduction or to reject the goods for a refund.

(2) 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 or of the fault.

(3) Live cultures are natural products with a limited shelf life: whether they conform to the contract is assessed having regard to their nature and to the storage conditions given on the product page and in the guide.

(4) If a product arrives damaged or is not what you ordered, please let us know as soon as possible, ideally with a photo. This helps us deal with the carrier; your statutory rights do not depend on it. To exercise your rights, write to hello@natural-probio.com or use the contact form. We bear the costs of putting faulty goods right, including any return costs.

Article 11. Satisfaction guarantee

(1) In addition to your statutory rights, we give a voluntary satisfaction guarantee (a commercial guarantee) on live cultures. If a culture does not get going even though you followed the guide, you can contact us within 14 days of receipt (with your name, the e-mail address used for the order and a photo). We help you until it works. If the culture is at fault, after assessment we send you a new culture or refund the price of that culture, whichever you prefer.

(2) This guarantee does not limit your statutory rights, in particular the right to cancel and your rights under the Consumer Rights Act 2015. How to proceed and contact details: right to cancel and guarantee.

Article 12. Discount codes

Discount codes are valid only within the stated period, cannot be combined with one another and cannot be exchanged for cash. A welcome code received when signing up to the newsletter is personal and applies to a first order, for the period stated at sign-up. Automatic discounts for special occasions are deducted on the payment page during the announced period and cannot be combined with other codes.

Article 13. Liability

We are liable in accordance with the law. Nothing in these terms and conditions excludes or limits our liability where this is not permitted by law, in particular for death or personal injury caused by our negligence or for fraud, and nothing in them limits the rights you have as a consumer under the Consumer Rights Act 2015 or any other mandatory law.

Article 14. Customer service and complaints

If you have a question or a complaint, please contact us through the contact form, by e-mail at hello@natural-probio.com or by telephone on +33 6 59 95 57 96. We reply within 14 days at the latest and look for a solution with you.

Article 15. Personal data

How we process your data when you place an order is described in the privacy policy.

Article 16. Governing law

(1) These terms and conditions and contracts concluded with us are governed by the law of England and Wales.

(2) If you live in Scotland or Northern Ireland, this choice of law does not deprive you of the protection afforded to you by the mandatory provisions of the law of the place where you live. Wherever you live in the United Kingdom, nothing in these terms affects your statutory rights as a consumer.

Article 17. Disputes and jurisdiction

(1) If we cannot resolve a matter together, you may bring proceedings in the courts of the part of the United Kingdom where you live: the courts of England and Wales, the Scottish courts or the courts of Northern Ireland. For small amounts, the small claims procedure of those courts is available to you.

(2) We are not obliged to use, and do not take part in, any alternative dispute resolution scheme. We nevertheless answer every complaint: write to us at hello@natural-probio.com or through the contact form, and we will look for a solution with you.