10. Cancellations & Returns
If you wish to change or cancel your order, please send an email to firstname.lastname@example.org 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 email@example.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 firstname.lastname@example.org 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 - email@example.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 - firstname.lastname@example.org 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.