Returns PolicyUpdated 7 months ago
Please be advised that we are unable to take returns on products not purchased directly online at neomorganics.com. If you purchased a product at one of our authorised retailers, stores or counters, please contact them directly.
NON-FAULTY PRODUCTS
At NEOM, we want you to be happy with every purchase you make with us. If for any reason you aren’t completely satisfied or you change your mind, you may return any product in its original condition for a full refund or replacement (as appropriate) within 28 days. Original condition means that there are no scratches or marks on the product and the product’s packaging has not been opened, used or damaged meaning the product is in a re-saleable condition.
Please note that we will be unable to accept returns of sealed goods for health protection or hygiene reasons if the seal has been opened by you after delivery.
RETURN OF GIFTS
If you have received an item as a gift, purchased directly from NEOM, you can return it to one of our flagship stores in Guildford, Liverpool Street or Leeds with your gift receipt for an exchange only. No refunds will be given on gifts, unless returned by the original purchaser. If you did not receive a gift receipt, or if your gift was purchased online at neomorganics.com , please contact our Customer Care Team with your order reference printed on the slip within the order box. We can only exchange items that are unused and in a re-saleable condition.
Please note that we will be unable to accept returns of sealed goods for health protection or hygiene reasons if the seal has been opened by you after delivery.
FAULTY PRODUCTS/OTHER RIGHTS TO RETURN
In accordance with your statutory rights, you may return products:
- Where there has been an error in the price or description of the product ordered or they are otherwise not as described
- The product is faulty (i.e unsatisfactory quality or unfit for purpose)
Please note that we will be unable to accept returns of sealed goods for health protection or hygiene reasons if the seal has been opened by you after delivery.
You are entitled to a refund where the products are returned to us within 28 days of purchase. After 28 days, you are entitled to a replacement product only.
1. If your package is visibly damaged on delivery, please tell the person delivering your goods that you wish to sign as "received damaged", or refuse delivery so this is returned back to us
2. If your goods are received as faulty or damaged once opened, please contact our Customer Care Team within 48 hours of receiving your order
Please note that we may require images and/or videos of any damage for our records and may need to collect the product(s) for testing before a replacement or refund is issued.
RETURNS
- You will be notified by email once your returns have been received and processed, within 14 working days from the date of return
- Please ensure that the package is wrapped securely and sufficient protection is used for transit
- If you require a refund, we will refund the price paid by you for the products within fourteen (14) working days of receiving your returned products
- Products purchased as a bundle can only be returned as a complete bundle, not as individual items.
- If a promotional gift has been included in your order, and a return is made reducing your qualifying total for this gift, the full order must be returned
- When returning goods which you bought using a discount or offer, we will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or offer will no longer apply.
- Please note that if you made your purchase through a retail location, counter, store or online retailer, please return to the original place of purchase. Returns will not be accepted if it was not purchased from neomorganics.com directly. Any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us.
INTERNATIONAL RETURNS
We are able to offer free returns for International Deliveries, if your delivery address was outside of the UK. To make a return, please follow the steps below:
1. Package your items up in the original delivery packaging, taking extra care to ensure products are protected during transit and the outer box is securely sealed
2. Contact our Customer Care Team to notify us of your intent to return and receive your free returns label
3. Attach the label to the outside of the box
4. Return your parcel as instructed
Please be avised we are only able to accept a return if:
- Your order is returned to us within 28 days of receipt
- Your order is returned to us in perfect condition (we can only accept a return if it is unused)
- Your order was placed directly online at us.neomorganics.com
Please note – We are unable to process an exchange.