The following information provides details on our shipping and returns policy. If you have any questions, please don't hesitate to contact us.
We Ship Australia Wide and World Wide, International Shipping is available on all products.
Due to COVID 19, please note all standard and international shipping may be delayed and is beyond our control. A tracking number will be provided for all orders shipped.
- Delivery may generally be a 1-2 days turn around for metropolitan suburbs within NSW, VIC & QLD, however depending on location (inc WA, SA, NT, TAS) , shipping may take between 2-14 days from confirmation of payment.
- If you require your products urgently, please email us and we will do our very best to get it out to you as soon as possible.
- Express shipping or postage will incur an extra delivery charge.
- From time to time, Neo will provide complimentary shipping over specified order values, incase of a refund under our refund conditions, a refund may be provided minus the cost of shipping the product out.
- If you are not at home to receive the delivery , your parcel may be left at your for door, if you agree or disagree with this, please leave instructions in the Comments Section of your order page to advise us on Delivery Instructions.
- * Express Shipping is only available in Metropolitan Areas within Australia and is sent with Australia Post and is dependant on Australia Post being able to ship on time. Neo will NOT be responsible for a delay in express shipping due to unforeseeable circumstances or Covid-19 restrictions placed in cities or towns within Australia or Overseas.
- Express Shipping does not guarantee delivery prior to Christmas.
Returns & Refund Policy
- Neo offers a guarantee against defects created at the time of manufacture. Products will be exchanged if they are found to have manufacturing fault or defects.
- Any claims against breakage or our guarantee in transit must be brought to our attention within 7 days of receipt of purchase and must be submitted to firstname.lastname@example.org with photographic evidence. We will then provide a replacement.
- Neo handles returns and processes refunds in accordance with the Australian Consumer Protection legislation. We do not accept returns for change of mind, or if skin care is not suitable or if you feel our tea is not to your taste. Any other reason for returning - please notify us within 7 days of receipt of order.
- Neo is not liable for any loss of an item being returned, therefore we recommend that you return it using registered mail. If we are unable to resolve your complaint or further assist you, we will process a refund upon timely receipt of the goods purchased. Unopened goods will be refunded in full minus original shipping costs.
- Refunds will be processed promptly and payment made by the same method that you made payment. Refund payments may take up to 7 business days to be received. Refunds are made at the discretion of Neo Cosmetics Pty Ltd.
- Neo is not liable for purchases made that are not 'allowed' in your country or place of residence. Please check local laws before processing an order, as some countries or places may not permit certain products offered in our range or may have extra duties and taxes subjected to them. We are not liable if a product is confiscated after being shipped in your place of residence or if it required for further treatment, or not allowed in your country or to the country it is shipped to. We are not liable for any duties/taxes subjected on the product, this is the buyers responsibility. Any order placed on our site is automatically agreeing to this term and condition.