12. Cancellations & Returns
12.1 CANCELLATIONS
If you wish to change an address or cancel an order please contact our Customer Care team here. Please note that address amendments and order cancellations are not guaranteed.
12.2 NON-FAULTY PRODUCTS
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 or replacement (as appropriate) within 28 days. Original condition means that there are no scratches or marks on the product and the product’s packaging has not been opened, used or damaged 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 https://eu.neomwellbeing.com or from a NEOM shop. If you purchased a product at one of our authorised retailers or counters, please contact them directly.
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.
12.3 RETURN OF GIFTS
We can accept a gift return if the order was placed online at https://eu.neomwellbeing.com/ . Please contact our Customer Care Team with the order reference received within the parcel to process your gift return. Please note, we are unable to offer an exchange for gift returns but instead the value will be added as NEOM Loyalty Points for you to spend on a future full priced order within the next 12 months from the date of return. The value will be the same as the last known RRP price for the product. To process your gift return, please follow the steps below:
1. Package your items up in the original delivery packaging, taking extra care to ensure products are protected during transit and the outer box is securely sealed
2. Contact our Customer Care Team here to notify us of your intent to return and receive your free returns label
3. Attach the label to the outside of the box
4. Return your parcel as instructed
We are unable to process a gift return on items purchased from a 3rd party retailer. No refunds will be given on gifts, unless returned by the original purchaser. We can only accept a gift return on items that are unused and in a resaleable condition. 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. Standard returns terms and conditions apply.
12.4 FAULTY PRODUCTS/OTHER RIGHTS TO RETURN
Please be advised that we are unable to take returns on products not purchased online at https://eu.neomwellbeing.com/ or from a NEOM shop. If you purchased a product at one of our authorised retailers or counters, please contact them directly.
In accordance with your statutory rights, you may return products :
- where there has been an error in the price or description of the product ordered or they are otherwise not as described; or
- the product is faulty (i.e unsatisfactory quality or unfit for purpose).
- 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.
- For health & hygiene reasons, we are unable to accept the return of NEOM Wonder Balms and Calming Pens.
You are entitled to a refund where the products are returned to us within 28 days of purchase. After 28 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 contact our Customer Care team here within 48 hours of receiving your order.
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.
12.5 RETURNS
Please be advised that we are unable to take returns on products not purchased online at https://eu.neomwellbeing.com/. If you purchased a product at one of our authorised retailers or counters, please contact them directly.
To process your return, please follow the steps below:
1. Package your items up in the original delivery packaging, taking extra care to ensure products are protected during transit and the outer box is securely sealed
2. Contact our Customer Care Team here to notify us of your intent to return and receive your free returns label
3. Attach the label to the outside of the box
4. Return your parcel as instructed
You will be notified by email once your return has been received and processed. We cannot accept liability for goods lost in transit.
A refund of the price paid by you for the products within fourteen (14) working days of receiving your returned products. We are unable to process an exchange.
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.
12.6 INTERNATIONAL RETURNS
We are able to offer free returns for International Deliveries.
To process your return, please follow the steps below:
1. Package your items up in the original delivery packaging, taking extra care to ensure products are protected during transit and the outer box is securely sealed
2. Contact our Customer Care Team here to notify us of your intent to return and receive your free returns label
3. Attach the label to the outside of the box
4. Return your parcel as instructed
Please note – We are unable to process an exchange. We are unable to take returns on products not purchased online at https://eu.neomwellbeing.com/ or us.neomwellbeing.com. If you purchased a product at one of our authorised retailers or counters, please contact them directly.