Terms & Conditions

Online Terms & Conditions

Welcome to the NEOM website. This website is owned and operated by Neom Ltd, a company registered in England and Wales (Registration No 05127949). Our registered office is Gardner House, Hornbeam Park Avenue, Harrogate, North Yorkshire, HG2 8NA.

1. Our Agreement

These terms and conditions (the "Terms") are the terms which apply when you use the website www.neomorganics.com. By using any part of this website, completing your customer registration with us and/or placing an order on the website you agree to be bound by the Terms. Any reference to "NEOM", "we", "us" or "our" in these Terms is a reference to Neom Ltd (trading as NEOM) and any reference to "you" or "your" means you, the user of the website.

2. Changes to these terms

We reserve the right to change or modify these Terms at any time where it is necessary in the course of our business to do so, including for legal, regulatory or security reasons. We will notify you of substantial changes to these Terms, but we encourage you to review the Terms when purchasing any products or services to ensure that you agree to the proposed way in which we will deal with you. If you do not agree to any changes, then please do not use our website. Any changes are effective immediately upon posting to the website. Any changes made after you have placed an order will not affect that order unless we are required to make the change by law.

If you have any questions, concerns or comments about our Terms, please contact our Customer Services Department (open 9am - 5.30pm Monday to Thursday, 9am - 5.00pm Friday) on +44(0) 1423 878810 or email info@neomorganics.com and they will be happy to help you.

3. Your use of this website

By accepting the Terms you confirm that all information and details provided by you to us (including on registration) are true, accurate and up to date in all respects.

You agree that in using the website, you will not: (i) use the website in any way that causes, or is likely to cause the site or access to the site to be interrupted, damaged or impaired in any way; (ii) use the website for any purpose that could damage the name of NEOM or impair the goodwill or reputation associated with our brand; (iii) use the website for criminal, fraudulent or illegal activity or in any manner which would cause harm or distress to any third party; (iv) access or attempt to access the accounts of other users or attempt to penetrate the website security measures; nor (v) use the website for any purpose other than for your own personal use.

We reserve the right to suspend, restrict or terminate your access to the website at any time without notice if we have reasonable grounds to believe that you have breached any of these restrictions or if we suspect fraudulent account activity or behaviour.

While we will take all reasonable steps to ensure a fast and reliable service, we do not guarantee that your use of this website will be interruption or error free and we will not be responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto any computer system.


3.1 Cookies Policy

If you use our website, we may place and access certain cookies on your computer or device. These may be first party cookies (placed by us and used only by us) or third party cookies. You can enable privacy settings in your browser to restrict tracking cookies. Because we respect “do-not-track” privacy settings, those who opt-out may show open and click activity but will not have activity tracked. For more details, please refer to our Cookies Policy.

3.2 Privacy Policy (including Treatment Privacy Policy)

All personal information that you provide us will be managed in accordance with all applicable laws and regulations. Further detail as to how we use your personal information is set out in our Privacy Policy. [insert link to]. If you have a treatment at one of our stores, you be asked for further personal information that is relevant to your treatment only. This information is managed in accordance with our Treatment Privacy Policy.

4. Making an Order

Once you have submitted an order for goods, you will receive an e-mail confirming receipt of your order (the "order confirmation"). You will receive a further e-mail from us once the goods have been dispatched from our warehouse; at this point a binding contract will be concluded between us.

4.1 Product description and packaging

The images of the products on our website are for illustrative purposes only. The packaging of the product may vary from that shown in images on our website.

4.2 If we cannot accept your order

If we are unable to accept your order, we will inform you of this and will not charge for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline that you have specified.

4.3 Making changes to your order

If you wish to change or cancel an order please call our Customer Services Department us on +44(0) 1423 878810 or send an email to info@neomorganics.com as soon as possible. If you wish to make a change, we will let you know if the change is possible and about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of the requested change and ask you to confirm whether you wish to go ahead with the change. We may change the product to reflect changes in relevant laws and regulatory requirements.

5. Registering an Account

To make it easier for you to order products using our website, we offer you the opportunity to register for a personal account.

To register, you must supply us with certain personal information. Once you have created an account, you will be able to access, update or correct your personal details using the "My Account" button. We will only use the personal information you give us in accordance with our Privacy Policy as mentioned at section 3.2 above.

Please keep your password and user name private. If you suspect any activity on your account that is not carried out by you, please let us know immediately.

6. International Customers

Customers from outside the UK can purchase products from this website; payment must be by credit card and must pay in pounds sterling unless otherwise specified. Please refer to section 10 (Delivery) for information regarding the international delivery charges.

7. Price

All prices are quoted in pounds sterling and are inclusive of VAT (as may be prescribed by law from time to time), unless otherwise specified. Posting and packing prices may be charged in addition to the price of any goods. Please refer to section 10 (Delivery) for further information regarding the delivery charges.

8. Payment

Online payment will be provided in a secure environment. Payments must be made by one of the following credit card payment methods - Visa, MasterCard, American Express, Switch, Solo, Delta, Electron and PayPal.

We do not accept Gift Card payments online.

Fraudulent use of credit cards will be reported to the relevant authorities. If the issuer of your payment card refuses to pay or does not for any reason authorise the payment to us, we will not be liable for any delay or non-delivery of the products.


9. Free Samples

Free sample products will automatically be added to your basket depending on your spend:
£30 - £44.99 receive one free sample
£45 - £59.99 - receive two free samples
£60 - £89.99 - receive one free sample and one Wellbeing Mini
£90+ - receive two free samples and two Wellbeing Minis 

These cannot be substituted or exchanged for cash. Samples must follow Hazmat regulations and may not be suitable for International shipping. We reserve the right to change products included in the promotion. We reserve the right to not include free samples depending on other promotions we are running & all offerings are whilst stock last.

10. Delivery

Free 2 - 4 Working Day Delivery is valid on orders over £40 and free Next Day Delivery is valid on orders over £60.

For all deliveries, please follow this link to our delivery charges. Delivery times may vary. Deliveries are made via Royal Mail unless over 4kg where another courier service will be used. 

We will deliver the products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order. Please note that our Next Day Royal Mail service is not guaranteed, a delivery attempt will be made where possible and a signature is required upon delivery.

If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay, you may contact us to end the contract and receive a refund for any products you have paid for but not received.

You will be responsible for all loss and damage to the goods after they have been delivered to you.

11. Ownership

We will retain ownership of the goods until full payment has been made and funds have cleared.

12. Cancellations & Returns

12.1 Cancellations

If you wish to change or cancel an order please call us on +44(0) 1423 878810 or send an email to info@neomorganics.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 info@neomorganics.com.

Please note that we may require images of any damage for our records.

12.4 Returns

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 info@neomorganics.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.

13. Re-sale Of Our Products

Please note that all products which are made available on our website are for your personal use only and you may not sell or re-sell any of the products to anyone, including making them available for sale on any third party website. We reserve the right to cancel any orders to you where we believe that you are intending to sell our products on.

14. Our Liability

Nothing in these Terms seek to exclude or limit liability for death or personal injury arising as a result of negligence caused by us, our directors or any of our staff or for fraudulent misrepresentation.

If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking our contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

If the customer is a business, our total liability for all losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to 100 per cent of the total sums paid by the customer for products under such contract.

16. Intellectual Property

NEOM is the registered owner of the NEOM trade-marks used by us in the course of our business.

The contents of this website (including pictures, designs, themes, logos, photographs, text, software and all other materials) (the "Materials") are owned by NEOM or its third party licensors. You may not copy, reproduce, download, post, record, transmit, commercially exploit, edit or distribute the Materials in any way without our prior written permission. All use of the Materials is on the basis that you are using this website in good faith for domestic purposes or for the purposes of placing an order with us.


17. New User Discount

One use per customer. Cannot be redeemed for cash.
Discount can only be applied to products; this promotion cannot be applied to postage. Offer only valid on full-priced items. Bundles, Duo's, Collections, Starter Packs & Sale items, plus any other items already discounted are excluded. Not available in conjunction with any other offer. Offer available exclusively online at neomorganics.com.
Subject to availability while stocks last.

18. Promotions

Free surprise gift of your choice, free on orders over £40 valid until Tuesday 31st December 2019. Apply code MISSYOU at the basket page and select one of four available free gifts. Discount cannot be redeemed for cash or any other alternative. Postage and free gift do not count towards basket total. Offer of free shipping on baskets over £40 automatically applied in the basket. Offer available exclusively online at neomorganics.com. Not available in conjunction with any other offer. Subject to availability, while stocks last. 

One complimentary Essential Oil Blend will be automatically added to orders when purchasing a Wellbeing Pod Starter Pack. Applicable to all fragrances. Discount is not transferable and cannot be redeemed for cash. No other products outside of Wellbeing Pod Starter Packs are included in this offer. Offer of free shipping on baskets over £40 automatically applied in the basket. Subject to availability, while stocks last. Offer available exclusively at online at neomorganics.com and in NEOM Leeds, Wimbledon& Guildford stores. NEOM Organics London to reserve the right to change this offer at any time.

One Essential Oil Blend will be automatically discounted in the basket once four Essential Oil Blends have been added. Discount is not transferable and cannot be redeemed for cash. No other products outside of single Essential Oil Blends are included in this offer. Offer of free shipping on baskets over £40 automatically applied in the basket. Subject to availability, while stocks last. Offer available exclusively at online at neomorganics.com and in NEOM Leeds, Wimbledon & Guildford stores. NEOM Organics London to reserve the right to change this offer at any time

Introductory offer from 14th August to 30th September 2019 all facials will be £50*(normally £75). Exclusively available at our Guildford and Wimbledon Store & Treatment Rooms now. Discount is not transferable and cannot be redeemed for cash. Subject to availability. Offer exclusive to NEOM Wimbledon and Guildford stand-alone stores and treatment rooms. NEOM Organics reserves the right to change this offer at any time. The Facial offer of £50, is valid on treatment bookings placed on or before 30th September. Treatment appointment has to be redeemed before 31st October 2019.

19. General

We may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. We may not agree if there is a likelihood that a breach of contract may occur.

This contract is between you as the customer and NEOM. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these Terms.

Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

If we do not insist immediately that you do something that these Terms require you to do, or if we delay in taking steps in respect of a breach of any contract, this will not prevent us from taking steps at a later date.

While NEOM uses reasonable endeavours to ensure that the information on this website is accurate and up to date, it does not give any warranty as to its accuracy or completeness and NEOM will not be responsible for any errors or omissions or for the results arising from the use of such information.


20. Law and Jurisdiction

These Terms and your use of the website are governed by English law and you agree to submit to the exclusive jurisdiction of the English court. This does not affect your statutory rights.

21. Complaints

If you wish to complain about any matter in respect of any goods or services that we provide, please contact Customer Services on (open 9.00am - 5.30pm, Monday to Thursday & 9.00am - 5.00pm Friday) 01423 878810 or email info@neomorganics.com.