Terms & Conditions

Introduction

Welcome to the NEOM Wellbeing website. This website is owned and operated by Neom Ltd, a company registered in England and Wales (Registration No 05127949). Our registered office is GCentral House, Beckwith Knowle, Otley Rd, Harrogate HG3 1UG.

1. Our Agreement

These terms and conditions (the "Terms") are the terms which apply when you use the website https://eu.neomwellbeing.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 the Terms. Any reference to "NEOM Wellbeing", "we", "us" or "our" in these Terms is a reference to Neom Ltd (trading as NEOM Wellbeing) 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 (open 8am - 7pm Monday to Friday, 9am - 5.30pm Saturday and 10am - 5pm on Sunday) via the following link: https://eu.neomwellbeing.com/pages/contact-us 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.

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 Wellbeing 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 Cookies Policy

If you use our website, we may place and access certain cookies on your computer or device. These may be first party cookies (placed by us and used only by us) or third party cookies. You can enable privacy settings in your browser to restrict tracking cookies. Because we respect “do-not-track” privacy settings, those who opt-out may show open and click activity but will not have activity tracked. For more details, please refer to our Cookies Policy.

3.2 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 an address or cancel an order please contact our Customer Care team here. Please note
that address amendments and order cancellations are not guaranteed.

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. Register 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, you will be able to access, update or correct your personal details using the "My Account" button. We will only use the personal information you give us in accordance with our Privacy Policy as mentioned at section 3.2 above.

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

6. International customers

Customers from outside the EU can purchase products from this website; payment must be by credit card or PayPal and must pay in euros unless otherwise specified. US customers are able to shop in dollars on our US site here. Please refer to section 11 (Delivery) for information regarding the international delivery charges.

7. Price

All prices are quoted in euros. VAT refunds will not be issued as prices are inclusive. Posting and packing prices may be charged in addition to the price of any goods. Please refer to section 11 (Delivery) for further information regarding the delivery charges.

8. 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, American Express, Switch, Solo, Delta, Electron, PayPal, Apple Pay, Google Pay and Shopify Pay.

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.

9. Gift Cards

Gift Cards can be purchased directly from our Wellbeing Hubs in Leeds, Guildford, Liverpool Street, Bicester or Edinburgh. We cannot accept payments over the phone. Gift cards can only be purchased in store and can not be posted to the recipient.

All our Gift Cards have a 12 month expiry and can only be redeemed in one of our Wellbeing Hubs. There is no refunds or exchanges given on purchased or gifted gift cards. Gift cards may only be redeemed on products within our Wellbeing Hubs.

We do not accept Gift Card payments online.

Gift cards purchased via our stores can not be posted to recipients, they must be collected in store with proof of ID.

10. Personal shopping

Please note that we no longer offer personal shopping.

11. Delivery

Delivery is 5 - 7 working days from the date of purchase. Excludes weekend and public holidays. Delivery is ‌‌‌€5 or FREE on orders over €60.
Delivery time frames are subject to change during peak promotional periods, see our shipping page for further information. Delivery carrier may vary depending on location. All orders are shipped from the United Kingdom. Customs charges may apply, subject to destination. 

We will deliver 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 delivered to you.

12. Ownership

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

13. Cancellations & returns

13.1 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.

13.2 NON-FAULTY PRODUCTS

At NEOM Wellbeing, 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 neomwellbeing.com or from a NEOM Wellbeing Hub. 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.

13.3 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. Wonder Balms and the Calming Pen are not returnable.

13.4 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 Wellbeing Hub. 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. 

13.5 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.

13.6 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.

14. 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.

15. Our liability

Nothing in these Terms seek to exclude or limit liability for death or personal injury arising as a result of negligence caused by us, our directors or any of our staff or for fraudulent misrepresentation.

If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking our contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

If the customer is a business, our total liability for all losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to 100 per cent of the total sums paid by the customer for products under such contract.

We will not be responsible or liable for your use of any other websites which may be accessed via links within this website. We do not control these websites and are not responsible for their content. Any such links are provided merely as a service to users and their inclusion does not constitute an endorsement by or affiliation with us.

17. Intellectual property

NEOM Wellbeing 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 Wellbeing 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.

18. New user discounts

One use per customer. Cannot be redeemed for cash. Discount can only be applied to products; this promotion cannot be applied to postage. Not available in conjunction with any other offer. Only full priced items are included in this promotion, pre discounted products and collection are excluded from this promotion. Offer available exclusively online at https://eu.neomwellbeing.com/. Subject to availability while stocks last.

19. Promotions

Summer Sale
This promotion applies to selected products for a limited time only. All products on the website are subject to availability. This promotion offers up to 30% off the full standard price of the qualifying products. The discounted price is clearly displayed, and no code is required at checkout. Excludes some NEOM products, including virtual product bundles, product duo's, collections & starter packs, plus any other items already discounted are excluded. Not available in conjunction with any other offer. Offer available exclusively online at https://eu.neomwellbeing.com/collections/wellbeing-saleThis promotion cannot be applied to previous purchases. Free standard shipping on baskets over €60 automatically applied at checkout. This promotion is for a limited time only and may be withdrawn at any time. NEOM Wellbeing reserves the right to (i) cancel this offer at any time (ii) refuse to allow any individual to participate in the offer (iii) decline to accept orders where, in its opinion, an offer code is invalid for the order being placed and (iiii) amend these terms and conditions (and will use reasonable endeavours to notify changes to all customers).  

40% Off
Selected Bedtime Hero Products


40% off when you purchase the Bedtime
Hero Reed Diffuser, Bedtime Hero 3 Wick Scented Candle and the Bedtime Hero
Travel Candle from this collection page: https://eu.neomwellbeing.com/collections/wellbeing-sale. Offer valid whilst
stocks last. Free standard shipping on baskets over €60 automatically applied
at checkout. Offer available exclusively online at https://eu.neomwellbeing.com/ and in NEOM Liverpool Street,
Guildford, Leeds & Edinburgh stores. 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 either to a NEOM store or online. 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. No price adjustments or partial
reimbursements will be made on previous purchases. NEOM Wellbeing reserves the
right to change the offer at any time.

20% Off When You Buy 3 Items Or More Via The Gift Builder
Offer of 20% off when you purchase 3 or more products via the Gift Builder. Discount automatically applied. Cannot be redeemed for cash. Discount only applies to products; this promotion does not apply 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. Free standard shipping on baskets over €60 automatically applied at checkout. Orders must be returned to their original place of purchase. 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. No price adjustments or partial reimbursements will be made on previous purchases. Offer available exclusively online at https://eu.neomwellbeing.com/. Subject to availability while stocks last. NEOM Wellbeing reserves the right to change the offer at any time.

3 for 2 on Essential Oil Blends
Add three essential oil blends to your basket and enter the code FREEOIL at checkout to receive the cheapest for free. Excludes pre-discounted oil blends. Discount is not transferable and cannot be redeemed for cash. No other products outside of single Essential Oil Blends are included in this offer. Offer of free shipping automatically applied in the basket. Subject to availability, while stocks last. Offer available exclusively at online at https://eu.neomwellbeing.com/. NEOM Wellbeing to reserve the right to change this offer at any time

20% off your order
Your unique code must be entered in the promotional code section at checkout to redeem discount of 20%. Customers must sign up to an account and be logged in. Code applies to full price items only. Bundles, duo's, Collections, Starter Packs & Sale items, plus any other items already discounted are excluded. Code can only be used once per customer. One promotional code can be used per order. Postage is not discounted. Cannot be exchanged for cash value. Cannot be used in conjunction with any other offer.

15% off your order
Your unique code must be entered in the promotional code section at checkout to redeem discount of 15%. Customers must sign up to an account and be logged in. Code applies to full price items only. Bundles, duo's, Collections, Starter Packs & Sale items, plus any other items already discounted are excluded. Code can only be used once per customer. One promotional code can be used per order. Postage is not discounted. Cannot be exchanged for cash value. Cannot be used in conjunction with any other offer.

€15 off next order when you spend €65 or more
Your code must be entered in the promotional code section at the checkout to redeem the discount of €15. Cannot be redeemed for cash. One use per customer. 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 https://eu.neomwellbeing.com/. Subject to availability while stocks last.

Wellbeing Outlet
This promotion applies to selected products whilst stocks last. All products on the website are subject to availability. This promotion offers up to 20% off the full standard price of the qualifying products. The discounted price is clearly displayed, and no code is required at checkout. Excludes selected NEOM Wellbeing products, including virtual product bundles, product duo's, collections & starter packs, plus any other items already discounted are excluded. Not available in conjunction with any other offer. Offer available exclusively online athttps://eu.neomwellbeing.com/collections/wellbeing-saleThis promotion cannot be applied to previous purchases. Free standard shipping on baskets over €60 automatically applied at checkout. This promotion may be withdrawn at any time. NEOM Wellbeing reserves the right to (i) cancel this offer at any time (ii) refuse to allow any individual to participate in the offer (iii) decline to accept orders where, in its opinion, an offer code is invalid for the order being placed and (iiii) amend these terms and conditions (and will use reasonable endeavours to notify changes to all customers). 

20. 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 Wellbeing. 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 Wellbeing 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 Wellbeing will not be responsible for any errors or omissions or for the results arising from the use of such information.

21. Law and jurisdiction

These Terms and your use of the website are governed by English law and you agree to submit to the exclusive jurisdiction of the English court. This does not affect your statutory rights.

22. 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 here and to view our opening hours.

23. Neom points

NEOM points are earnt once an online customer account has been created. Points are earnt on qualifying orders. 5 points are earnt for every €1 spent. Every 100 points = €1 off your next order. Points can be redeemed at checkout and cannot be redeemed in conjunction with any other promotional offers. Discount codes, promotional gift with purchase codes and bundles, collections, duos and sale items are excluded from NEOM points. NEOM points expire after 12 months of inactivity on your account and no order is placed. NEOM points earnt online can be redeemed online only. NEOM points earnt in store can be redeemed in store only. In store and online accounts are separate. Please visit here for further information.

24. Product packaging update

We are in an exciting transition to make our product packaging even more beautiful, and even more sustainable. During this time, the product you receive may look slightly different on the outside to some of the packaging featured in our imagery. Please be assured that our product remains the same inside, delivering 100% natural fragrances, with wellbeing benefits.