12. Cancellations & Returns
If you wish to change or cancel an order please call us on +44(0) 1423 878810 or send an email to email@example.com as soon as possible. Please note, changes to orders are dependant on stock and cannot always be changed, therefore a cancellation and refund would be issued.
12.2 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 30 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 and the product is in a re-saleable condition.
Please be advised that we are unable to take returns on products not purchased online at www.neomorganics.com or from a NEOM shop. If you purchased a product at one of our authorised retailers or counters, please contact them directly.
12.3 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; or
- the product is faulty (i.e unsatisfactory quality or unfit for purpose).
You are entitled to a refund where the products are returned to us within 30 days of purchase. After 30 days, you are entitled to a replacement product only.
If your package is visibly damaged on delivery, please tell the person delivering your goods that you wish to sign as "received damaged".
If your goods are received as faulty or damaged once opened, please call our Customer Services Department on +44(0) 1423 878810 within 48 hours of receiving your order or contact us at firstname.lastname@example.org.
Please note that we may require images of any damage for our records.
In order for us to process your return as quickly as possible, please click here to generate your free returns label.
If the value of the goods you are returning is £150 and above, please call our Customer Services Department on +44(0) 1423 878810 or email email@example.com to arrange a collection via courier.
You will be notified by email once your returns have been received and processed.
Please ensure that the package is wrapped securely and for your protection we recommend that you use a recorded delivery service as we cannot accept liability for goods lost in transit.
If you require a refund, we will refund the price paid by you for the products within fourteen (14) days of receiving your returned products.
Products purchased as a set can only be returned as a complete set, not as individual items.
Products given as a gift can only be returned by the original purchaser.
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 other than a NEOM shop, please return to the place of purchase. 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.
12.5 International Returns
We are unable to offer free returns for International Deliveries. To return an item and/or order, please take to your local mailing service and keep your proof of postage for your reference. You will be notified by email once your returns have been received and processed.