Delivery, Returns & Warranty
We ship globally. For countries other than the UK, USA and Europe, please contact us for shipping costs and details.
Delivery within the U.K. is FREE (or £3.99 on orders under £50). Standard delivery times are between 8am – 6pm within 3 – 5 working days of your order being placed. For express delivery in the UK choose standard delivery for £3.99 for 1-2 working days delivery – postcode restrictions apply.
(Monday – Saturday).
I have not received my order, what should I do?
Your order will be dispatched via standard UK delivery, please allow up to 7 workings days for your order to arrive. After 10 working days, If you do not have your parcel, please call us on +44 01332 98 69 69 and we will be happy to investigate this for you.
Europe Delivery options
EU countries only – 7 working days – £3.99 on orders over £50. Please select the standard shipping option at the checkout.
Customs and Import Duties
Depending on the value of your order, your order may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs.
Unfortunately, these charges are out of our hands, and vary widely from country to country, so we’re unable to predict what your particular charges may be. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges & or delays at your end.
We accept the following methods of payment:
o American Express
Returns, exchange and refunds policy
Our returns policy
If for any reason you are not happy with your order, we are happy to offer a refund, exchange or replacement as long as you return it to us within 7 working days, unopened, unused and in it’s original condition. We reserve the right to refuse an exchange or refund if items are non-saleable or are damaged. For health and hygiene reasons on skincare, please return products in original packaging and unopened. Your refund will be credited to the original payment card, once it has been processed, please allow 5 working days for us to process your return. We will notify you when your return has been processed via email.
How do I return a product?
Please contact our friendly customer service team on +44 01332 9869 69 and we will be happy to arrange a refund or exchange and assist you further. Unfortunately we don’t offer free return delivery, should you wish to return your order, you would have to do so at your own cost.
THIS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MISDESCRIBED GOODS OR YOUR RIGHT TO CANCEL ORDERS UNDER THE CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS, FURTHER DETAILS OF WHICH ARE AVAILABLE FROM THE LOCAL TRADING STANDARD DEPARTMENT OR CITIZENS ADVICE BUREAU.
Warranty Terms and Conditions
- Warranty Coverage
a) For the duration of the warranty Period, Neo Elegance Ltd warrants the Product against defects in materials and workmanship arising from Normal Use of the Product.
b) If there is a defect in the Product which is covered by this warranty, Neo Elegance agrees to exchange the Product with a new equivalent Product or repair the existing product. Neo Elegance’s sole obligation under this warranty is limited to such replacement. The warranty is an added benefit which does not affect the consumer’s statutory rights. Also contact Neo Elegance Ltd. if the product looks faulty upon arrival of your order.
- This warranty does not apply where the Product is subjected to use that does not constitute Normal Use or to unauthorised repair.
Neo Elegance Ltd is not responsible for any indirect, incidental or consequential damages arising out of the use of the Product, whether arising from an electrical issue or otherwise, except as required by law. Extra parts and wear/tear of the device parts from over use is also not covered under warranty. If the product is changed, modified, personalised or adapted in anyway, the warranty may be void and it would be up to Neo Elegance’s Discretion if any warranty guidelines are applied.
a) “Normal Use” means ordinary consumer use under normal home conditions and used in accordance with the instruction manual included with the Product. It does not include use of the Product with a voltage converter, use on current or voltage other than as advised on the charger, negligent use or misuse e.g. falls, breakages
b) “Warranty Period” means the relevant time period as listed below, commencing on the date of purchase of the Product, as indicated on the original proof of purchase. Warranty periods for each product are as follows:
Face Lift Pro – 1 year,
Neo Skin rejuvenator – 1 year,
Neo professional cleansing face brush – 6 months,
Body sculpt toner – 1 year
Star Skin – 6 months
Trade products – 1 years (unless specified otherwise)
- Consumer Statutory Rights
This warranty gives specific legal rights and does not affect the statutory rights a consumer may have or those rights that cannot be excluded or limited, nor rights against the retailer from which the consumer purchased the Product. The consumer may assert any such rights at his or her sole discretion. Consumers can obtain information about their legal rights from trading standards offices or citizens’ advice bureau.
- Governing Law and Jurisdiction
This warranty and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with this warranty or its subject matter or formation (including non-contractual disputes or claims).For further information on how to obtain service under this warranty, contact our Customer Service department by telephone +44 01332 98 69 69, or email on firstname.lastname@example.org – with the subject heading ‘WARRANTY REGISTRATION’.
Can I cancel my order?
You can cancel you order with 7 days of receiving your order, however unless cancellation takes place before payment has been processed, this is generally within 1 hour of order placement, your order cannot be stopped and will be delivered to you. Ring us on +44 01332 98 69 69 to cancel your order and we will be able to tell you the status of your order. Unfortunately if your order has been dispatched, we are unable to refund you the posting charge.