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Online Terms & Conditions

Online Terms & Conditions

Welcome to the "www.neomorganics.com" website (the "Website") terms and conditions. Neom Limited, a company registered in England and Wales with registration number 05127949 and our registered office is at Gardner House, Hornbeam Park Avenue, Harrogate, North Yorkshire HG2 8NA.("Neom", "we", "us" or "our") provides the services available on the website. Your use of this website is governed by these terms and conditions set out below. 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 and conditions.

These terms and conditions are applicable to the supply of products made by us to the buyer hereafter referred to as the "Customer", “you” or “your”.

These terms and conditions and your use of the website are governed by English Law and you agree to submit the -exclusive jurisdiction of the English Court. This does not affect your statutory rights.

1. If we cannot accept your order

If we are unable to accept the Customer’s order, we will inform the Customer 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 the Customer has specified.

2. Products 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.

3. Making Changes

If the Customer wishes to make a change to the product has ordered please contact us. We will confirm if the change is possible. If it is possible we will let you know 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.

4. Price

4.1 All prices are quoted in sterling and are inclusive of VAT (as may be prescribed by law from time to time), unless otherwise specified.

4.2 Postage and packing prices will be charged in addition to the price of any goods, and are stated individually on the website.

5. Free Samples on Basket Valued £60+

Promotion of two free samples and free UK mainland next day delivery valid on baskets valued £60 and over. See UK Postage page for full details. Two sample products will automatically be added to the basket, these cannot be substituted or exchanged for cash. Samples must follow HasMat 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. While stocks last.

6. Payment

Online payment will be provided in a secure environment. Payments must be made in sterling and by one of the following credit card payment methods - (except International Customers see clause 13), Visa, MasterCard, American Express, Switch, Solo, Delta, Electron and PayPal.

7. Passing of Property

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

8. Passing of risk

The risk in the goods will pass to the Customer on delivery.

9. Delivery

9.1. 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, if you are a consumer.

9.2. 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.

9.3. Recorded Delivery: Monday to Friday only. Please allow 5 working days.

9.4. Overseas and non-mainland UK delivery: Postage is charged at cost. Delivery times may vary. Please allow 7-14 days. See clause 13.

10. Cancellations & Returns

Non Faulty Products

10.1 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.

Faulty Products/Other rights to return

10.2 In accordance with your statutory rights, you may return products :

10.2.1 where there has been an error in the price or description of the product ordered or they are otherwise not as described; or

10.2.2 the product is faulty (i.e unsatisfactory quality or unfit for purpose).

10.2 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.

All returns

10.3 Please enclose the following details with your returned products:
Your Name
Your Address
Order Number
Reason for return/exchange
Proof of purchase

Alternatively, returns can be arranged by Neom Customer Service on 01423 878810 or via email to info@neomorganics.com or via the online form.

10.4 Please send your returned products to:

Customer Services Neom Organics London
Gardner House
Hornbeam Park Avenue
Harrogate
HG2 8NA

10.5 For non-faulty products, you must arrange for and pay the costs of returning the products to us. If you are returning a faulty or damaged product(s), we will refund the cost of returning your order provided that you supply us with a delivery receipt.

10.6 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.

10.7 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.

10.8 Products purchased as a set can only be returned as a complete set, not as individual items.

10.9 Products given as a gift can only be returned by the original purchaser.

10.10 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.

10.11 Please note that if you made your purchase through a retail location, 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.

11. Our Liability

11.1 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 this 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.

11.2. If you are a consumer we only supply the products for domestic and private use.

11.3. If the Customer is a business, our total liability for all other 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.

12. Privacy Policy

Any information passed through to Neom is managed in accordance with the Data Protection Act 1998 (registration number Z8810781) and is passed through a secure connection on the internet using Secure Socket Layer technology at 128bit encryption (where browsers will allow). If a customer wishes for their information to be removed from our database, this should be requested by email to info@neomorganics.com or in writing to:

Neom Limited
Gardner House
Hornbeam Park Avenue
Harrogate
North Yorkshire
HG2 8NA

Credit card details are not retained. The only information stored is a customer's transaction history, name, address & e-mail address.

We use Google Analytics remarketing code to log when users visit specific pages or take specific actions on our website; this allows us to provide targeted advertising through Google and third-party vendors to display tailored ads on web sites across the internet. Third party vendors (including Google) use cookies to serve ads based on a user’s past visits to Neom’s website. You can opt out should you not want to receive remarketing ads by visiting Google Ads Settings page or alternatively by visiting the Network Adverting Initiative opt out page.

Google Universal Analytics is also used across the site to generate detailed statistics about the site’s traffic and traffic sources and measures conversions and sales. Google Universal Analytics can track visitors from all referrers, including search engines and social networks, direct visits and referring sites. It also tracks display advertising, pay-per-click networks, email marketing, and digital collateral such as links within PDF documents. You can opt-out of Google Universal Analytics by clicking here.

We user Hotjar to track user behaviour and experience when interacting with the Neom Site. This allows us to improve the design and functionality of the website helping us to improve the experience when using the Neom site.

If a user visits our site via one of our email campaigns we may track their activity on the site. A cookie is assigned a unique ID to the subscriber and is present for one year or until that subscriber clears the cookies from their browser. Anytime the subscriber returns to the site, the cookie is referenced to track their activity, even if the subscriber doesn't revisit the site via one of our emails.

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.

If you subscribe to our newsletter we use the data you have saved on our site to help inform us on products and or services that may be of interest to you with our marketing email. Credit card and bank details are not stored, saved or used in anyway.

13. International Customer

Customers from outside the UK can only pay by credit card or bank transfer and must pay in sterling unless otherwise specified. If you are experiencing difficulty please contact info@neomorganics.com. All other terms and conditions apply.

14. Complaints

If you wish to complain about any matter in respect of the goods please contact Customer Services on (open 9.30am - 4.30pm, Monday to Friday) 01423 878810 or email info@neomorganics.com.

15. Third Party Links

We will not be responsible or liable for your use of any other websites which may be accessed via links within this website. We do not control these websites and is not responsible for their content. Any such links are provided merely as a service to users and their inclusion does not constitute an endorsement by or affiliation with us.

16. General

16.1. 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.

16.2. While Neom takes all reasonable steps to ensure a fast and reliable service, it does not guarantee that your use of this website will be interruption or error free and 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.

16.3. 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.

16.4. 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 of breach of contract if that occurs.

16.5. This contract is between the customer and us. 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.

16.6. 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.

16.7. If we do not insist immediately that the customer does anything it is required to do under these terms, or if we delay in taking steps in respect of a breach of this contract, the customer does not have to do those things and it will not prevent us taking steps at a later date. For example if a payment is missed but we continue to provide the products, we can still require payment at a later date.

16.8. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute of claim.

17. Promotions

Wellbeing On The Go 

Promotion of 5 travel minis for the price of 4. The cheapest travel mini will be automatically discounted in the basket once 5 wellbeing on the go travel mini products have been added. The discount is applied when every 5 wellbeing on the go travel mini products have been added, the offer is available/valid in other multiple quantities. 

The wellbeing on the go travel mini range is limited to include the following items: Perfect Night's Sleep Pillow Mist 5ml, Perfect Night's Sleep Face Oil 5ml, Perfect Night's Sleep Body Oil 25ml, Real Luxury Body Oil 25ml, Daily Superskin Body Oil 25ml, Energy Burst Body Oil 25ml, 50g Real Luxury Body Scrub, 50g Great Day Body Scrub, 10ml Nourish, Breathe & Calm Hand Balm, 10ml Nourish, Breathe & Smile Hand Balm, 10ml Nourish, Breathe & Sleep Hand Balm, 10ml Nourish, Breathe & Energise Hand Balm, 50ml Real Luxury Body & Hand Wash, 50ml Great Day Body & Hand Wash, 5ml Stress Relief Pulse Point, 5ml Perfect Night's Sleep Pulse Point, 5ml Mood Lifting Pulse Point, 5ml Energy Burst Pulse Point, 5ml Daily De-Stress On The Go Mist 2016, 5ml Mood Lifting On The Go Mist, 5ml Energy Burst On The Go Mist, 10ml Real Luxury Bath & Shower Oil, 10ml Perfect Night's Sleep Bath & Shower Oil

Discount is not transferrable and cannot be redeemed for cash. No other products are included in this offer and postage does not count towards basket total. 
Subject to availability, while stocks last. Offer available exclusively at online at neomorganics.com and in Neom Leeds, Wimbledon and Kings Road stores. Neom Organics London to reserve the right to change this offer at any time.

Energy Burst Kit

Receive a free Energy Burst Kit when you spend £60. Simply enter code ENERGY at checkout. Offer cannot be claimed in conjunction with any other offer. Postage does not count towards basket total. Discount cannot be redeemed for cash. No price adjustments or partial reimbursements will be made on previous purchases. The offer is valid from Tuesday 3rd August until Friday 31st August. Subject to availability, while stocks last. Offer available exclusively at online at neomorganics.com and in Neom Leeds, Wimbledon and Kings Road stores.

18. New User Offer

You must have an account and be logged in to apply this code, one use per customer. Cannot be redeemed for cash. Discount can only be applied to products, this promotion can not be applied to postage. Offer only valid of full-priced items. Bundles and Sale items are excluded. Not available in conjunction with any other offer. Please note that discounted items cannot gain further discount with this code. Offer available exclusively online at neomorganics.com. Subject to availability while stocks last.

19. Competitions


The Home of Sleep main prize terms and conditions.

General terms
Competition runs from 1st December 2017 until 2nd December 2017. Winner will be chosen at random by Neom Organics. Winner will be contacted via the social media channel they entered by the 4th December 2017. If the winner does not respond within 7 days of being contacted, another winner will be chosen at random. The Prize is for the winner and one additional guest of their choice. The prize is made up of 3 components: (1) Hotel voucher for The Dog & Fox Wimbledon (2) 90 minute Neom Wellbeing Treatment redeemable in Neom Wimbledon Only (3) £100 worth of Neom products per person. Terms for each below. Travel is not included in the prize, it is the responsibility of the winner and guest to make their own way and back.

Hotel accommodation
The winner will receive a voucher from The Dog & Fox Wimbledon. It is vital that the date the voucher is being redeemed is communicated with marketing@neomorgancis.com prior to booking with The Dog & Fox to ensure that the treatment included in the prize can be fulfilled. To book the room, the winner must contact the Hotel Manager at the Dog & Fox Wimbledon directly (contact details to be provided to the winner on confirmation of win) and state Neom Voucher. The voucher is valid until 01/12/18. This voucher entitles the recipient to 1 night’s stay in a boutique double room with breakfast included for up to 2 people. The voucher cannot be redeemed during the months of July or December. The voucher is only applicable for a Sunday night stay. (additional nights stay may be available at full price cost and can be added to the free 1 night’s stay and the cost of the prize winner and in line with hotel availability).

Neom treatment
The winner and 1 guest will receive a 90 minute Sleep Treatment each (or alternative treatment if necessary to be arranged with the in store Neomologists) in our Wimbledon store. Date of visit must be communicated with marketing@neomorganics.com to ensure that the treatments can be fulfilled on desired weekend. Cannot be redeemed for cash. Valid until 01/12/2018. Winner and guest must be over 18 years old to receive a Neom Wellbeing Treatment. Treatments are not suitable for pregnant women, unless past 12 week mark. The winner and guest will be refused treatment if they have had any of the listed: operation within 8 weeks, high blood pressure, verruca, open cuts and any other medical condition as verruca, cancer, heart problems (as we work with powerful essential oils the massage works through the lymphatic system).

£100 worth pf Neom products
One winner and 1 guest of their choice will receive £100 to spend in the Wimbledon store during their visit. This voucher must be redeemed on this visit. Both the winner and guest will receive the £100 worth of Neom products each on visit to the Wimbledon store. Winner and guest will be able to choose products to make up £100 each. If the chosen items exceed more than £100 each the difference will have to paid by the winner or guest. If the chosen items are less than £100 the difference will be lost, it will not be given in cash.

The Home of Energy main prize terms and conditions

General terms
Competition runs from 7th December 2017 until 8th December 2017. Winner will be chosen at random by Neom Organics. Winner will be contacted via the social media channel they entered by the 10th December 2017. If the winner does not respond within 7 days of being contacted, another winner will be chosen at random. The Prize is for the winner and one additional guest of their choice. The prize is made up of 3 components: (1) Hotel voucher for The Dog & Fox Wimbledon (2) 90 minute Neom Wellbeing Treatment redeemable in Neom Wimbledon Only (3) £100 worth of Neom products per person. Terms for each below. Travel is not included in the prize, it is the responsibility of the winner and guest to make their own way and back.

Hotel accommodation
The winner will receive a voucher from The Dog & Fox Wimbledon. It is vital that the date the voucher is being redeemed is communicated with marketing@neomorgancis.com prior to booking with The Dog & Fox to ensure that the treatment included in the prize can be fulfilled. To book the room, the winner must contact the Hotel Manager at the Dog & Fox Wimbledon directly (contact details to be provided to the winner on confirmation of win) and state Neom Voucher. The voucher is valid until 01/12/18. This voucher entitles the recipient to 1 night’s stay in a boutique double room with breakfast included for up to 2 people. The voucher cannot be redeemed during the months of July or December. The voucher is only applicable for a Sunday night stay. (additional nights stay may be available at full price cost and can be added to the free 1 night’s stay and the cost of the prize winner and in line with hotel availability).

Neom treatment
The winner and 1 guest will receive a 90 minute Sleep Treatment each (or alternative treatment if necessary to be arranged with the in store Neomologists) in our Wimbledon store. Date of visit must be communicated with marketing@neomorganics.com to ensure that the treatments can be fulfilled on desired weekend. Cannot be redeemed for cash. Valid until 01/12/2018. Winner and guest must be over 18 years old to receive a Neom Wellbeing Treatment. Treatments are not suitable for pregnant women, unless past 12 week mark. The winner and guest will be refused treatment if they have had any of the listed: operation within 8 weeks, high blood pressure, verruca, open cuts and any other medical condition as verruca, cancer, heart problems (as we work with powerful essential oils the massage works through the lymphatic system).

£100 worth of Neom products
One winner and 1 guest of their choice will receive £100 to spend in the Wimbledon store during their visit. This voucher must be redeemed on this visit. Both the winner and guest will receive the £100 worth of Neom products each on visit to the Wimbledon store. Winner and guest will be able to choose products to make up £100 each. If the chosen items exceed more than £100 each the difference will have to paid by the winner or guest. If the chosen items are less than £100 the difference will be lost, it will not be given in cash.