Terms & Conditions

Online Terms & Conditions

Welcome to the Neom Organics London 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, United Kingdom, HG2 8NA.

1. Our Agreement

PLEASE READ THESE TERMS AND CONDITIONS (THE "TERMS") CAREFULLY. THESE ARE THE TERMS THAT APPLY WHEN YOU USE THE WEBSITE WWW.US.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 THESE TERMS. DO NOT USE THIS WEBSITE IF YOU DO NOT AGREE TO ALL OF THESE TERMS.

Any reference to "NEOM", "we", "us" or "our" in these Terms is a reference to Neom Ltd  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 Care Team at info@neomorganics.com or call +1 (833) 428-3132 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. If you need to make any changes to your account, please speak to our Customer Care Team who can help with making the necessary changes.

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 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.

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 send an email to info@neomorganics.com or call +1 (833) 428-3132 as soon as possible and we will do our very best to accommodate this. Please note that our Customer Care Team currently work on UK hours. 

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, if you need to update or correct any of your personal details please contact our Customer Care Team. We will only use the personal information you give us in accordance with our Privacy Policy as mentioned at section 3.1 above. 

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

6. Price

All prices are quoted in United States dollars and are inclusive of sales or any other applicable taxes (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 8 (Shipping) for further information regarding the shipping charges.

7. 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 or American Express or via  PayPal, Apple Pay, Google Pay or Shopify Payments.

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.

8. Shipping

Free 2-6 working day shipping on orders over $130.00. This is subject to change especially during peak promotional periods, see our Shipping Page for all details https://www.us.neomorganics.com/pages/postage

We will use our best efforts, working with our partners, to deliver to any US mainland address within [6] working days. 

If you purchase products exceeding US $130, we will deliver to US mainland addresses free of charge. For all other shipping, postage is charged at cost. Please follow this link for our shipping charges https://www.us.neomorganics.com/pages/postage.

We will ship 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 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 shipped to you. If your order is over $800 you may be charged an additional sum in respect of tax. If you are in dispute with postal services or other carriers regarding other parcels, you may find other charges also apply.

9. Ownership

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

10. Cancellations & Returns

10.1 Cancellations

If you wish to change or cancel your order, please send an email to info@neomorganics.com as soon as possible. 

Please note, our warehouse and Customer Care Team are based in the UK and we aim to process orders as quickly as we can; but order amendments or cancellations are not always possible. Please also be aware that we may not be able to cancel or amend orders during peak promotional periods.

10.2 Non-faulty products 

*Christmas Returns policy: As per our T&Cs below, any products purchased directly at us.neomorganics.com between 19th October - 31st December can be returned up until 31st January 2021.*

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 within 30 days. 

Original condition means that the product’s packaging has not been opened, used or damaged, there are no scratches or marks on the product 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 us.neomorganics.com.

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.

10.3 Exchanges & Gift Returns

If you wish to exchange an item, you will need to return the item you no longer wish to keep via our returns process and place a new order. 

We are unable to exchange any items that have been received as a gift. If you are unhappy with your product, you would need to contact the original purchaser who can return the item for a refund or if you decide to return an order received as a gift, a refund will automatically be issued to the original payment card.

If you would like to speak with us about the product(s) you have received, please contact our Customer Care Team via email at  info@neomorganics.com or via Live Chat.

10.4 Faulty products/other rights to return

 On the rare occasion that you receive an item that is faulty, please contact us via email at info@neomorganics.com as soon as you discover the fault. In order for us to rectify this for you as quickly as possible, we will require the following information:

1. Order number

2. Product description

3. Description of the fault

4. Image(s)and/or video of the fault

As soon as we have received this information, our Customer Care Team will be back in touch. Please note, from time to time we may require a faulty item to be returned to us before we are able to honour the replacement which we will arrange.

Unless you purchase a product that comes with a warranty, you are entitled to a refund if your product develops a fault 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 email our Customer Care Team via email  - info@neomorganics.com within 48 hours of receiving your order.

10.5 All Returns

If you need to return your order or part of your order to us, please use your FREE UPS returns label enclosed in your parcel. 

Simply follow the steps below to return your order to us: 

1. Please fill out the returns form included in your parcel and enclose this form with the items you wish to return.  Make sure to include this form inside your parcel.

2. Fill in your returns commercial invoice using the ‘How to fill in your returns commercial invoice’ guide also enclosed within your order and attach it to the outside of the parcel using the clear pouch provided.

3. Attach the UPS returns label to the outside of your parcel, next to your commercial invoice.

4. Visit www.ups.com/pickup/schedule to schedule a collection – you’ll need the tracking number from your pre-paid label or if you prefer you can drop off your return to your local UPS drop off point. Click here to find your local drop off point.

Please ensure that the items in your parcel are packaged securely to avoid any damage during transit. Please retain proof of postage for your reference. 

If you require a new returns label, please contact our Customer Care Team via email - info@neomorganics.com and a new label can be sent to you via email. 

Once your return has been received and processed, we will notify you via email and will refund the price paid for the products within 14 working days from the date these are received. Funds will be refunded onto the original payment card. Please note, 14 working days excludes weekends and UK Public/ Bank Holidays. 

Products purchased as a set can only be returned as a complete set, 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 do not return multiple orders with one returns label. You will receive a returns label for each order and you must return items with the correct returns label. 

Please note that if you made your purchase through a retail location other than us.neomorganics.com , please return to the original 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. 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

YOUR SOLE AND EXCLUSIVE REMEDY, AND NEOM’S SOLE AND EXCLUSIVE LIABILITY, IN CONNECTION WITH ANY PRODUCT YOU ORDER OR PURCHASE VIA THIS WEBSITE SHALL BE YOUR RIGHT TO RETURN THE PRODUCT AND RECEIVE A REFUND UNDER OUR RETURNS POLICY AS SET FORTH HEREIN. IN NO EVENT SHALL NEOM BE LIABLE FOR SPECIAL, INDIRECT, INCIDENTAL, CONSEQUENTIAL OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS OR LOSS OF BUSINESS, EVEN IF IT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, NOR SHALL THE AGGREGATE LIABILITY OF NEOM, WHETHER IN CONTRACT, WARRANTY, TORT (INCLUDING NEGLIGENCE, WHETHER ACTIVE, PASSIVE OR IMPUTED), PRODUCT LIABILITY, STRICT LIABILITY OR OTHER THEORY, ARISING OUT OF OR RELATING TO THESE TERMS OR THE PURCHASE OR USE OF ANY PRODUCTS PURCHASED THROUGH THIS WEBSITE EXCEED THE PURCHASE PRICE OF THE PRODUCT. SOME JURISDICTIONS MAY NOT ALLOW THE ABOVE EXCLUSIONS OR LIMITATIONS, SO THE ABOVE EXCLUSIONS OR LIMITATIONS MAY NOT APPLY TO YOU OR THEIR APPLICATION MAY OTHERWISE BE LIMITED AS REQUIRED BY APPLICABLE LAW.

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 shipping. 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 us.neomorganics.com. 

Subject to availability while stocks last.

18. Promotions

BLACK FRIDAY

Offer of one Body & Hand Wash 250ml and one Body & Hand Lotion 250ml in Real Luxury, Energy Burst, Tranquillity or Great Day fragrance (worth $45) free on orders over $90 valid Friday 20th November until 23:59:59, or whilst stocks last.  Apply code WISH at the basket page and choose one Body & Hand Wash and Lotion to add to your order. Postage and Body & Hand Wash and Body & Hand Lotion  do not count towards basket total. Not available in conjunction with any other offer. Offer of free shipping on baskets over $90 automatically applied in the basket. Offer available exclusively online at us.neomorganics.com. Subject to availability while stocks last. Discount cannot be redeemed for cash. Complimentary gift cannot be exchanged for another product/credit, any attempt to refund/exchange the item will be refused. Orders must be returned to their original place of purchase online. No price adjustments or partial reimbursements will be made on previous purchases.

Offer of one Moments of Wellbeing in the Palm of Your Hand Collection, including 4 x 30ml Hand Balms including 1 x Perfect Night's Sleep, 1 x Real Luxury, 1 x Great Day and 1 x Energy Burst fragrance (worth $40) free on orders over $90 valid from Saturday 21st November until Sunday 22nd November 23:59:59, or whilst stocks last.  Apply code BALM at the basket page to add to your order. Postage and Moments of Wellbeing in the Palm of Your Hand Collection do not count towards basket total. Not available in conjunction with any other offer. Offer of free shipping on baskets over $90 automatically applied in the basket. Offer available exclusively online at us.neomorganics.com. Subject to availability while stocks last. Discount cannot be redeemed for cash. Complimentary gift cannot be exchanged for another product/credit, any attempt to refund/exchange the item will be refused. Orders must be returned to their original place of purchase online. No price adjustments or partial reimbursements will be made on previous purchases.

Offer of one Reed Diffuser (worth $43.50) free on orders over $90 valid from Monday 23rd November until Wednesday 25th November 23:59:59 or whilst stocks last. Apply code PEACE at the basket page and choose one Reed Diffuser to add to your order. Promotional Reed Diffuser gift offer only available in Real Luxury, Happiness and Complete Bliss fragrances. Postage and Reed Diffuser do not count towards basket total. Only one code can be used per offer. Not available in conjunction with any other offer. Offer of free shipping on baskets over $90 automatically applied in the basket. Offer available exclusively online at us.neomorganics.com. Subject to availability while stocks last. Complimentary gift cannot be exchanged for another product/credit, any attempt to refund/exchange the item will be refused. Orders must be returned to their original place of purchase, online. No price adjustments or partial reimbursements will be made on previous purchases.

The code THANKS must be entered in the promotional code section at checkout to redeem discount of 20%. Valid Thursday 26th November until 23:59:59. Code can only be used once per transaction. One promotional code can be used per order. Shipping is not discounted. Cannot be exchanged for cash value. Cannot be used in conjunction with any other offer.

15% off your order

Offer of one 1 wick candle (worth $36.50) free on orders over $90 valid from Friday 27th November until Sunday 29th November 23:59:59, or whilst stocks last. Apply code BLACK at the basket page and select one of six candles. Promotional 1 Wick Candle gift offer only available in Real Luxury, Perfect Night’s Sleep, Feel Refreshed, Happiness, Complete Bliss and Sensuous fragrances. Christmas Wish & Perfect Peace 1 wick candles are not included in this offer. Postage and 1 Wick Candle do not count towards basket total. Not available in conjunction with any other offer. Offer of free shipping on baskets over $90 automatically applied in the basket. Offer available exclusively online at us.neomorganics.com. Subject to availability while stocks last. Complimentary gift cannot be exchanged for another product/credit, any attempt to refund/exchange the item will be refused. Orders must be returned to their original place of purchase online. No price adjustments or partial reimbursements will be made on previous purchases.

$15 off you next order when you spend $65

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.

4 for 3 on Essential Oil Blends

The cheapest 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.  Subject to availability, while stocks last. Offer available exclusively at online at neomorganics.com. NEOM Organics London to reserve the right to change this offer at any time.

4 for 3 on 3 Wick Candles

One 3 Wick Candle will be automatically discounted in the basket once four 3 Wick Candles have been added. Discount is not transferable and cannot be redeemed for cash. No other products outside of single 3 Wick Candles are included in this offer. Subject to availability, while stocks last. Offer available exclusively at online at neomorganics.com. NEOM Organics London to reserve the right to change this offer at any time.

Free Magnesium Body Butter on orders over $80 

Offer of one Magnesium Body Butter, worth $41.00, free when you spend $80 or more. Valid from Tuesday 10th November until Friday 13th November 2020. Apply code FORYOU at the cart page and select one Magnesium Body Butter from the pop up. Discount cannot be redeemed for cash or any other alternative. Postage and Magnesium Body Butter do not count towards basket total. Offer of free standard shipping automatically applied in the basket. Offer available exclusively online at us.neomorganics.com. Subject to availability while stocks last.

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. Arbitration; Law and Jurisdiction

With respect to any dispute regarding this site, or any product purchased or any purchase made via this website, all rights and obligations and all actions contemplated by these Terms shall be governed by the laws of the state of New York as if the Terms were a contract wholly entered into and wholly performed within the state of New York. Any such dispute shall be submitted to confidential arbitration or mediation within the state of New York, except that, to the extent you have in any manner violated or threatened to violate our intellectual property rights or the intellectual property rights of our affiliates, partners or licensors, we may seek injunctive or other appropriate relief in any state or federal court in the state of New York, and you agree to exclusive jurisdiction and venue in such courts. Arbitration under these Terms shall be conducted under the rules then prevailing of the American Arbitration Association. The arbitrator’s award shall be binding and may be entered as a judgement in any court of competent jurisdiction. Each party shall be responsible for its own costs associated with the arbitration and shall share the costs of the arbitrator equally. The arbitrator will not be permitted to assess damages contrary to these Terms, including punitive damages or attorneys’ fees. THE PARTIES AGREE THAT CLAIMS MAY ONLY BE BROUGHT IN AN INDIVIDUAL CAPACITY AND IN THE NAME OF AN INDIVIDUAL OR ENTITY. CLAIMS MUST PROCEED ON AN INDIVIDUAL AND NON-REPRESENTATIVE BASIS, AND CLAIMS OF TWO OR MORE PERSONS MAY NOT BE JOINED OR CONSOLIDATED IN THE SAME ARBITRATION UNLESS ARISING FROM THE SAME TRANSACTION. NEITHER PARTY MAY PURSUE CLAIMS IN ARBITRATION AS A CLASS ACTION OR PRIVATE ATTORNEY GENERAL ACTION OR OTHER REPRESENTATIVE ACTION, NOR MAY ANY SUCH CLAIMS BE PURSUED BY OR ON BEHALF OF EITHER PARTY IN ANY COURT, INCLUDING ASSIGNED CLAIMS. THE ARBITRATOR SHALL BE AUTHORIZED TO AWARD RELIEF ONLY ON AN INDIVIDUAL AND NON-CLASS, NON-REPRESENTATIVE BASIS.

21. Complaints

If you wish to complain about any matter in respect of any goods or services that we provide, please contact our Customer Care Team via email info@neomorganics.com.