Please be advised that we are unable to take returns on products not purchased online at neomwellbeing.com, eu.neomwellbeing.com or us.neomwellbeing.com. If you purchased a product at one of our authorised retailers, please contact them directly. NON

<h4 id="isPasted">Please be advised that we are unable to take returns on products not purchased online at&#xA0;<a href="https://neomwellbeing.com/" style=" text-decoration: none;">neomwellbeing.com</a>,&#xA0;<a href="https://eu.neomwellbeing.com/" style=" text-decoration: none;">eu.neomwellbeing.com</a> or&#xA0;<a href="https://us.neomwellbeing.com/" style=" text-decoration: none;">us.neomwellbeing.com</a>. If you purchased a product at one of our authorised retailers, please contact them directly.</h4><h4 id>&#xA0;</h4><h4 id="non-faulty-products"><strong>NON-FAULTY PRODUCTS</strong><strong><br></strong></h4><h4 id="at-neom-we-want-you-to-be-happy-with-every-purchase-you-make-with-us-if-for-any-reason-you-arent-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-products-packaging-has-not-been-opened-used-or-damaged-meaning-the-product-is-in-a-re-saleable-condition">&#xA0;At NEOM, we want you to be happy with every purchase you make with us! If for any reason you aren&#x2019;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&#x2019;s packaging has not been opened, used or damaged meaning the product is in a re-saleable condition.&#xA0;</h4><h4 id="please-be-advised-that-we-are-unable-to-take-returns-on-products-not-purchased-online-at-wwwneomorganicscom-or-from-a-neom-shop-if-you-purchased-a-product-at-one-of-our-authorised-retailers-or-counters-please-contact-them-directly">Please be advised that we are unable to take returns on products not purchased online at www.neomorganics.com or from a NEOM shop. If you purchased a product at one of our authorised retailers or counters, please contact them directly.&#xA0;</h4><h4 id="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">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.</h4><h4 id="-1">&#xA0;</h4><h4 id="return-of-gifts"><strong>RETURN OF GIFTS</strong></h4><h4 id="if-you-have-received-an-item-as-a-gift-purchased-directly-from-neom-you-can-return-it-to-one-of-our-flagship-stores-in-wimbledon-guildford-or-leeds-with-your-gift-receipt-for-an-exchange-only-no-refunds-will-be-given-on-gifts-unless-returned-by-the-original-purchaser-if-you-did-not-receive-a-gift-receipt-or-if-your-gift-was-purchased-online-at-neomorganicscom-or-usneomorganicscom-please-contact-our-customer-care-team-via-email---infoneomorganicscomwe-can-only-exchange-items-that-are-unused-and-in-a-re-saleable-condition">&#xA0;If you have received an item as a gift, purchased directly from NEOM, you can return it to one of our flagship stores in Wimbledon, Guildford or Leeds with your gift receipt for an exchange only. No refunds will be given on gifts, unless returned by the original purchaser. If you did not receive a gift receipt, or if your gift was purchased online at neomorganics.com or us.neomorganics.com, please contact our Customer Care Team via email - info@neomorganics.com.We can only exchange items that are unused and in a re-saleable condition.</h4><h4 id="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-1">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.<br><br></h4><h4 id="faulty-productsother-rights-to-return"><strong>FAULTY PRODUCTS/OTHER RIGHTS TO RETURN</strong>&#xA0;</h4><h4 id="in-accordance-with-your-statutory-rights-you-may-return-products">In accordance with your statutory rights, you may return products:&#xA0;</h4><h4 id="--where-there-has-been-an-error-in-the-price-or-description-of-the-product-ordered-or-they-are-otherwise-not-as-described">- Where there has been an error in the price or description of the product ordered or they are otherwise not as described</h4><h4 id="--the-product-is-faulty-ie-unsatisfactory-quality-or-unfit-for-purpose">- The product is faulty (i.e unsatisfactory quality or unfit for purpose)</h4><h4 id="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-2">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.&#xA0;</h4><h4 id="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">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.&#xA0;</h4><h4 id="1-if-your-package-is-visibly-damaged-on-delivery-please-tell-the-person-delivering-your-goods-that-you-wish-to-sign-as-received-damaged">1. If your package is visibly damaged on delivery, please tell the person delivering your goods that you wish to sign as &quot;received damaged&quot;.&#xA0;</h4><h4 id="2-if-your-goods-are-received-as-faulty-or-damaged-once-opened-please-contact-our-customer-care-team-within-48-hours-of-receiving-your-order">2. If your goods are received as faulty or damaged once opened, please contact our Customer Care Team within 48 hours of receiving your order.</h4><h4 id="please-note-that-we-may-require-images-andor-videos-of-any-damage-for-our-records-and-may-need-to-collect-the-products-for-testing-before-a-replacement-or-refund-is-issued"><strong>Please note that we may require images and/or videos of any damage for our records and may need to collect the product(s) for testing before a replacement or refund is issued.<br><br></strong></h4><h4 id="returns"><strong>RETURNS</strong></h4><h4 id="-2">&#xA0;</h4><h4 id="in-order-for-us-to-process-your-return-as-quickly-as-possible-please-contact-our-customer-care-team-to-create-your-return">In order for us to process your return as quickly as possible, please contact our Customer Care team to create your return.</h4><h4 id="you-will-be-notified-by-email-once-your-returns-have-been-received-and-processed">You will be notified by email once your returns have been received and processed.&#xA0;</h4><h4 id="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">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.</h4><h4 id="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">&#xA0;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.&#xA0;</h4><h4 id="products-purchased-as-a-set-can-only-be-returned-as-a-complete-set-not-as-individual-items">Products purchased as a set can only be returned as a complete set, not as individual items.&#xA0;</h4><h4 id="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">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.&#xA0;</h4><h4 id="when-returning-goods-which-you-bought-using-a-discount-or-offer-we-will-adjust-the-refund-accordingly-if-you-fall-below-the-discountoffer-threshold-as-that-discount-or-offer-will-no-longer-apply">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.&#xA0;</h4><h4 id="please-note-that-if-you-made-your-purchase-through-a-retail-location-other-than-a-neom-store-please-return-to-the-original-place-of-purchase">Please note that if you made your purchase through a retail location other than a NEOM store, please return to the original place of purchase.&#xA0;</h4><h4 id="any-return-will-need-to-be-made-in-accordance-with-the-returnscancellation-policy-of-the-relevant-retailer-and-should-not-be-returned-directly-to-us">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.</h4><h4 id="-3">&#xA0;</h4><h4 id="international-returns"><strong>INTERNATIONAL RETURNS&#xA0;</strong></h4><h4 id="we-are-able-to-offer-free-returns-for-international-deliveries">We are able to offer free returns for International Deliveries.&#xA0;</h4><h4 id="to-return-please-use-the-free-returns-information-inside-your-parcel-and-follow-the-steps-below-please-note---if-you-are-returning-your-order-and-are-within-europe-you-will-not-receive-a-commercial-invoice-so-please-use-the-free-returns-label-provided-and-follow-step-4">To return, please use the free returns information inside your parcel and follow the steps below. Please note - If you are returning your order and are within Europe, you will not receive a Commercial Invoice so please use the free returns label provided and follow step 4.</h4><h4 id="1-fill-out-the-returns-form-included-in-your-parcel-and-enclose-this-form-with-the-items-you-wish-to-return">1. Fill out the returns form included in your parcel and enclose this form with the items you wish to return.</h4><h4 id="2-fill-in-your-returns-commercial-invoice-using-the-how-to-fill-in-your-returns-commercial-invoice-guide-also-enclosed-with-your-order-and-attach-it-to-the-outside-of-the-parcel-using-the-clear-pouch">2. Fill in your returns commercial invoice using the &#x2018;How to fill in your returns commercial invoice&#x2019; guide also enclosed with your order and attach it to the outside of the parcel using the clear pouch.</h4><h4 id="3-attach-the-returns-label-to-the-outside-of-your-parcel-next-to-your-commercial-invoice">3. Attach the returns label to the outside of your parcel, next to your commercial invoice.</h4><h4 id="4-visit-wwwupscom-to-arrange-a-collection-or-take-your-return-to-your-local-ups-drop-off-point-along-with-the-return-label-included-within-your-order">4. Visit www.ups.com to arrange a collection or, take your return to your local UPS drop off point along with the return label included within your order.</h4><h4 id="please-note--we-are-unable-to-process-an-exchange">Please note &#x2013; We are unable to process an exchange.</h4>

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RETURNS & REFUNDS

Can I cancel my order?

Can I amend my order?

Can I change the delivery address on my order?

Can I add a gift message to my order?

ORDER AMENDMENTS

I am missing an item from my order

I have received an incorrect item

I haven't received my order confirmation email.

I haven't received a shipping confirmation email.

My order has arrived damaged

ISSUE WITH AN ORDER

Can I get a VAT invoice?

Why has my payment not been accepted?

PAYMENTS AND GIFT CARDS

I am sending an order as a gift, do you include billing or payment information within the order?

Will you gift wrap my order?

Will my gift arrive in a gift bag?

BUYING A GIFT

ORDER ENQUIRY

I am unable to track my order, what shall I do?

My tracking states my order has been delivered, but I haven't received it.

My tracking has not updated, what shall I do?

My order has been returned to NEOM, what should I do?

Delivery Terms & Conditions

MY DELIVERY

What delivery company do you use?

Where do you ship your products from?

How long does delivery take?

Do you ship internationally?

Will I be charged customs on my order?

How much does delivery cost?

Do you deliver to a BFPO or a PO Box address?

GENERAL DELIVERY ENQUIRY

DELIVERY

I have had an allergic reaction to a product, what shall I do?

Do you use Palm Oil in any of your products?

Do any of your products contain nuts?

Do any of your products contain Limonene?

Do any of your products contain Phthalates?

What carrier fluid do you use in your Reed Diffusers?

What are your Reed Diffuser reeds made from?

What are your candle wicks made from?

Are NEOM products vegan friendly?

Where can I find a list of ingredients in my product?

ALLERGIES & INGREDIENTS

The Wellbeing Pod Mini Technical Specification

The Wellbeing Pod Technical Specification

The Wellbeing Pod Luxe Technical Specification

Does my product come with a warranty?

PRODUCT SPEC & WARRANTY

Can I use NEOM products if I have sensitive skin?

Can I use NEOM products during pregnancy?

Are NEOM products safe to use around pets?

Are NEOM products safe to use on children?

Are NEOM products cruelty free?

How do I protect my furniture?

PRODUCT SAFETY

How are your candles made?

Are NEOM products certified organic?

How long will my product last?

How do I care for my candle?

How do I care for my Reed Diffuser?

How do I care for my Wellbeing Pod?

How do I care for my Wellbeing Pod Mini?

How do I care for my Wellbeing Pod Luxe?

PRODUCT CARE/INFO

I have broken the ceramic cover, can I get a replacement?

I have lost the adaptor for my Wellbeing Pod, can I get a replacement?

I have lost the rubber stopper for my Wellbeing Pod, can I get a replacement?

SPARE PARTS

PRODUCT & STOCK

How to report a faulty product

How to report a faulty gift

My item has arrived damaged/ defective, what shall I do?

My item is faulty but my purchase date was over 12 months ago, what shall I do?

My item is faulty but it was purchased elsewhere, what shall I do?

FAULTY PRODUCT

How to return an US order

How to return a gift

Need a new returns label?

Are returns free of charge?

Can I return more than one order together?

How will I know when you've received my return?

How long do I have to return an item?

How long does it take to process a return?

If I have purchased a bundle, can I return some of the items?

If I return my order, do I need to return the promotional gift?

I returned an item to you, when will I know you have received it?

Non-Returnable Products

How long does it take for a refund to be processed and will I receive confirmation?

RETURNS & REFUNDS

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Returns Policy