* Due to the COVID-19 pandemic we have extended our returns policy to 90 days *
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.
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.
Unfortunately 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. If you decide to return an order received as a gift, a refund will automatically be issued to the original payment card and we can't prevent the card-owner knowing.
If you would like to speak with us about the product you have received, please contact our Customer Care Team via email - firstname.lastname@example.org.
FAULTY PRODUCTS/OTHER RIGHTS TO RETURN
On the rare occasion that you receive an item that is faulty, please contact us via email at email@example.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 - firstname.lastname@example.org within 48 hours of receiving your order.
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:
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.
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.
Attach the UPS returns label to the outside of your parcel, next to your commercial invoice.
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.