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 Unit 4, Sceptre House, Hornbeam Square North, Harrogate, North Yorkshire HG2 8PB.("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.
4.1 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. Free next day delivery only valid for UK mainland delivery addresses, 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. While stocks last.
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 and Electron.
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.
9.1. 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
10.1. If the Customer is a consumer and would like to end a contract for a reason set out at (a) to (c) below, the contract will end immediately and we will refund the Customer in full for any products which have not been provided. The reasons are:
(a) we have told the Customer about an error in the price or description of the product ordered and the Customer does not wish to proceed;
(b) we have told the Customer about an error in the price or description of the product ordered and the Customer does not wish to proceed;
(c) the Customer has a legal right to end the contract because of something we have done wrong.
10.2.If you are a consumer then for most products bought online you have a legal right to change your mind within 14 days and receive a refund under the Consumer Contracts Regulations 2013.
10.3. Items can only be returned for a refund if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact.
10.4. Unless the contract is terminated for a reason described in clause 10.1, you will be required to arrange and pay for the cost of returning them to us. Please ensure you obtain a proof of postage when you do so. Customers wishing to return perfume or home mist items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.
10.5. If you require a refund we will refund the price paid by you for the products (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within fourteen (14) days of receiving your returned products, provided that you have returned the products to us within 14 working days of delivery to you or your notifying us of cancellation.
10.7. Please note that if you made your purchase through a partnered retail location, such as a department store, then 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.
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 email@example.com or in writing to:
Hornbeam Square North
Credit card details are not retained. The only information stored is a customer's transaction history, name, address & e-mail address.
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 firstname.lastname@example.org. All other terms and conditions apply.
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 email@example.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.
16.1. 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. Scent Discovery Test Offer
On purchase of the Scent Discovery Test, a follow up email will be sent 7 days after purchase containing a brief survey, once filled out a £5 voucher will be awarded as well as a complimentary Neom wellbeing ebook. Customers must be signed up to receive Neom newsletters prior to purchase in order to receive the £5 voucher. The £5 voucher is single use only and customers must have an account and be logged in to apply the offer code. Discount can only be applied to full priced products, this promotion cannot be applied to bundled products or postage. Not available in conjunction with any other offer. Offer of free shipping on baskets over £40 automatically applied in the basket. Offer available exclusively online at neomorganics.com and in free standing Neom Organics Stores, specifically our Wimbledon and Leeds stores, see online for store details. Subject to availability while stocks last.
18. Travel Promotion
Promotion of 5 for £32 only applicable to products in the wellbeing on the go travel mini range with each product priced at £8. The discount of £8 is applied automatically in the basket once 5 wellbeing on the go travel mini products have been added. The discount is applied only once when 5 wellbeing on the go travel mini products have been added, offer is not available/valid in other quantities.
The wellbeing on the go travel mini range is limited to include the following items: 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 5ml, Mood Lifting On The Go Mist 5ml, Energy Burst On The Go Mist 5ml, Perfect Night's Sleep Pillow Mist 5ml, Real Luxury Bath & Shower Oil 10ml, Perfect Night's Sleep Bath & Shower Oil 10ml, 50ml Real Luxury Body & Hand Wash, 50ml Real Luxury Body & Hand Lotion, 50ml Real Luxury Bath Foam, 25ml Real Luxury Face, Body & Hair Oil, 25ml Daily Superskin Face, Body & Hair Oil, 50ml Great Day Body & Hand Wash, 50ml Great Day Body & Hand Lotion, 10ml Nourish, Breathe & Calm Hand Balm, 10ml Nourish, Breathe & Smile Hand Balm, 50g Body Scrub Real Luxury, 50g Body Scrub Great Day
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.
Offer of free shipping on baskets over £40 automatically applied in the basket. Offer available exclusively online at neomorganics.com. Subject to availability while stocks last, Neom Organics London to reserve the right to change this offer at any time.
19. 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. 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.
20. Travel Bag Offer
Offer of one Clear Travel Bag (worth £10) free on orders over £40 from 26th June 2017 to 31st July 2017. Apply code TRAVELBAG in the basket page. Free Clear Travel Bag cannot be exchanged or redeemed for cash. Not available in conjunction with any other promotional code offer. Offer of free shipping on baskets over £40 automatically applied in the basket. Subject to availability while stocks last.