Covid-19 Temporary increase to returns period
We understand you may not be able to get to the post office or that you may find it more difficult during the current restrictions, so we have temporarily increased our returns period from 14 days to +30 days when our store reopens. This extended returns policy may be subject to change at any time, please refer to our website to ensure you are aware of the current terms which apply to your order.
If you’ve changed your mind about a Product and it’s within 14 days of receipt of your purchase, we’ll be happy to exchange it or give you a refund of the price paid for the Products in accordance with our Refund Notice set out below. You will receive a refund for the original item, excluding the original cost of shipping. We will only accept returns, refunds and exchanges of Products that were purchased from authorised Neal’s Yard Remedies stores or Simple Wellness Online Store in Singapore. We do not accept returns, refunds and exchanges for Products purchased overseas.
For Clothing, items must be unworn and unwashed, within the original garment pouch and barcode sticker intact.
For online returns, exchanges & refunds, please email firstname.lastname@example.org for further assistance.
You must take reasonable care of the Products while they are in your possession and you will be responsible for any loss we incur if you do not take reasonable care. All that we ask is that the returned product and packaging is sealed, hasn’t been used and is in a re-saleable condition.
Simply post the Product by registered mail to 50 Gambas Crescent #10-41 Proxima@Gambas Singapore 757022. As the postal system is outside of our control, Products are returned at your own risk.
We will refund the price of the Products, if you have:
- Cancelled your order; or
- returned any unwanted Products to us within 14 days of your order; or
- notified us that you do not agree to a change in these Product Terms or in any related policies
An approved refund can come in the form of:
- Store credit, given in-store in the form of a credit for Members only; or
- Refund via the original payment method, which may take up to 14 working days.
Products returned by you because of Change of Mind, you will receive a refund for the original item, excluding the original cost of shipping.
Products returned by you because of a fault, damage in transport or mis-described will be refunded in full, including a refund of the delivery charges for sending the item to you.
If the Products are faulty, damaged in transport or mis-described, please return the Product to us as soon as possible: please email email@example.com for further assistance.
We will examine the returned Product and notify you of your refund via e-mail within 10 to 14 days. We will usually process the refund due to you as soon as possible and, in any case, within 14 days of the day we confirmed to you via e-mail that you were entitled to a refund for the faulty, damaged or mis-described Product.
If you’ve decided you’d like to exchange the Product and the product has not been used & seal remains unbroken, please email firstname.lastname@example.org with your Order Number and item description. Our Customer Service Team will contact you.
For items purchased in our retail stores, please bring the actual Product back to the same store for exchange.
For items purchased online, we do not offer exchanges. You may return the items by registered mail, and we will make a refund. Please refer to our Refunds Notice. You may place a new order for the correct type, colour or size you want, subject to availability.
*Unfortunately, due to health protection and hygiene reasons, we are unable to accept cancellation of your order or offer a refund or exchange on: syrup, throat spray, loose herbs or superfoods. If in doubt, please email email@example.com for further assistance.
Missing, incorrect, damaged, or faulty package
We're sorry you received a parcel with damaged, incorrect, or missing items. Please email firstname.lastname@example.org to our Customer Service Team for assistance.
Please include the following details in your email:
- Image of the Item/Parcel(s) received
- Name of Item
- Order Number
Please also don't dispose of or throw away any of the items you're writing in about! We might collect the product if necessary. If the item is in stock, we will arrange for a replacement. Otherwise, a refund or a credit will be issued to you.