Terms and Conditions of Use
All Neo G™'s company policies are detailed in the corresponding sections of this document. Simply scroll down to find the answers!
Delivery Policy
In appreciation of your purchase we offer complimentary standard delivery (Royal Mail 2nd class recorded delivery – 3-5 working days). By completing your order you are agreeing to purchase your item on this basis, unless you specify an alternative delivery service i.e. one of the following:
Special Delivery Options
- Expedited (Express) delivery – delivered Next Day – must be signed for
- Delivery within Europe – Royal Mail AIRSURE (Trackable but not signed for) or ISF (International Signed For)
- Delivery outside Europe – Royal Mail Airsure (Trackable but not signed for)
Handling and Delivery Charges for Medical/Trade Accounts
- 20 pieces or more for free delivery within mainland UK, per order
- 3-19 pieces, £9.00 per order within mainland UK
- 1-2 pieces, £5.00 per order within mainland UK
- Deliveries outside the UK – delivery charges will depend on weight, dimensions and destination
Account Information for Medical/Trade Accounts
- You will be invoiced on despatch of goods
- Payment terms are 30 days from invoice date (unless otherwise agreed)
- BACS payments details are reflected in the invoice
- European Union members must provide their EC VAT registration details
- UK VAT exemption for customers who are VAT exempt, proof of exemption must be included on account application
Accounts outside the UK
All international customers will be dealt with individually. All international trade discounts, payment terms, delivery arrangements and orders will be dealt with on a case by case basis and are subject to agreement/approval by the Neo G Accounts team. Contact details are as follows: accounts@neo-g.co.uk +44 (0)1423 552 747.
Returns Policy & Details
Where goods have been delivered to The Customer in accordance with an order placed by them, but are subsequently not required, The Customer is required to return them to The Company at The Customer's cost and to take reasonable care of those goods in the meantime.
Returning an Item
All items being returned by The Customer must be unused and in their original condition and packaging and returned within 30 days of receiving the goods. If these conditions are met, Neo G™ will issue a full refund upon receipt of the good(s), or exchange items where required. In addition to this, customers are asked to include a copy of the packing slip/order ID stating the reason for the goods being returned, so as to prevent any further delay in processing the return.
Neo G™ will only refund the delivery charge if the return is as a result of our error, or as a result of a genuine fault with an item, but instructions in these instances should be sought form the sales office first (Tel: 01423 507 309). In the case of faulty goods, faults can only be determined upon return of your item and at the discretion of Neo G™. Neo G™ cannot be made responsible for the loss of your items when returning them to us, however we do suggest that you return items via recorded post, to help you to track and trace the whereabouts of your parcel and cover yourself for any loss should it occur.
How do I return an item?
The packing slip we sent with your order also doubles up as a returns form. At the bottom of your packing slip you will see instructions on how to return your item, where to send it and the information we need from you. All you need to do is tell us why you are returning your item and what you would like us to do next (exchange, refund or other). For exchanges, please state the size, product code and delivery address of the item you require to enable us to deal with your request more efficiently.
Where possible, please send items back to us (ensuring the item is packed securely) via recorded delivery to:
Returns Department
Neo G Ltd
Unit 8a,b,c
Killinghall Stone Quarry
Ripon Road
Killinghall
Harrogate
HG3 2BA
When will I receive my Refund or Exchange?
When we receive a returned item, our returns department will first ensure that it meets the conditions set out in our returns policy. Once this is checked we will process your request as stated on the packing slip you enclosed with your item. Exchanges will be processed and despatched immediately, unless there are any unforeseen problems with your returned item, which may include the goods, the return information provided or if the items you require are out of stock.
Refunds will be completed as soon as possible, and these usually clear within 7 days of us receiving your returned goods. Refunds are also issued according to the way you originally purchased your items and only processed after we receive your goods and the relevant checks have been made. Therefore a guaranteed time scale for refunds or exchanges cannot be specified.
Special and Sale Items
In the interests of hygiene certain items cannot be accepted back unless faulty; these items include Hosiery and bunion splints/supports. If in doubt then please speak to the office before opening or using. Items purchased that have a Was and Now price are classed as being in a sale and can only be exchanged for other sizes, if a different product is required then the additional cost of the other item will be charged. All media and discount codes are not applied to items in a sale. Promotional, media and discount codes are only available through the website (unless otherwise stated).
The Company: Neo G Ltd
The Customer: The corporate entity, firm or person ordering the goods from the Company. All orders are made under these terms and conditions alone and Company employees or affiliates have no authority to make any representation or promise on the Company's behalf or to vary these terms and conditions.
Statutory Right: Nothing in these Terms and Conditions affects the statutory rights of the Customer.
Consumer Protection (Distance Selling) Regulation 2000: The Regulations provide customers with a right to cancel an order and state that cancellation of an order must be in writing within 7 working days. The Customer is under a duty to restore the goods to the supplier and in the meantime take reasonable care of them.
Prices: Prices quoted are those ruling at the date of placing the order and, unless otherwise stated, all prices quoted on the website or on printed sales material are inclusive of VAT. The Company reserves the right at any time prior to delivery of the goods to adjust the price to take account of any increase in the cost of raw materials, labour or services or any currency fluctuations affecting the cost of imported materials.
Payments: For Customers without an authorised credit account, goods must be paid for before they leave the Company's premises. For Customers with an authorised credit account with The Company, all sums become due and payable under these terms and conditions not later than 30 days from invoice date. The Customer shall have no right of set off statutory or otherwise. The Company reserves the right not to process orders if accounts are overdue.
Accounts & Records: * Keeping accounts relating to our business activities. Making financial or management forecasts and records to assist us in managing our business and devising and implementing our business and marketing strategies and activities
* Keeping records of purchases, sales and other transactions for the purpose of ensuring that payments are paid or received, and deliveries are made and services provided
* Keeping records of purchases, sales and other transactions for the purpose of assisting us in devising and implementing our business and marketing strategies and activities
* Assessing the financial risk to us in trading with you or your business, now or in the future
* Keeping records for the purpose of making, defending or assessing claims
Advertising, Marketing & PR: Advertising, promoting or marketing our business activities, products and services; promoting public relations in connection with our business activities, goods and services.
Consultancy & Advisory Services: Giving advice or providing services of an advisory, after sales, customer care, consultancy or technical nature.
Property Management: The management and administration of land and property.
Research: Market research, scientific or technical research.
Databases: Creating and maintaining databases of trading history and account profiles of existing customers, suppliers and services providers for the purpose of assisting us in devising and implementing our trading and marketing strategies and activities or any of the headings listed above.
Creating and maintaining databases of account profiles of prospective customers, suppliers and service providers for the purpose of assisting us in devising and implementing our trading and marketing strategies and activities or any of the headings listed above.
For all databases for email communication we use a double opt in method. Unsubscribing can stop marketing email communications.
Retention of Title:
1. Risk in the goods shall pass to the Customer when the goods are delivered to the Customer or its agent.
2. Notwithstanding risk in the goods passing in accordance with sub clause 1 of this clause title in the goods shall not pass to the Customer until whichever shall be the first to occur of the following.
a) Payment being received by the Company for the goods and no other amount being outstanding from the Customer to the Company in respect of other goods supplied by the Company.
b) The Customer selling the goods with the provisions of these terms and conditions in which case title to the goods shall be deemed to have passed to the Customer immediately prior to delivery to the Customer.
3. The Customer is licensed by the Company to use or agree to sell the goods delivered to the Customer subject to the express condition that the entire proceeds of any sale are held in trust for the Company and are not mixed with other monies or paid in to an overdrawn bank account and shall at all times be identifiable as the Company's money.
4. Until title in the goods passes:
a) The buyer will hold the goods as fiduciary agent and bailee for the Company.
b) The goods shall subject to sub clause 3 of this clause be kept separate and distinct from other property of the Customer and third parties and in good and substantial condition and shall be stored in such a way as to be clearly identifiable as belonging to the Company.
c) The Company may at any time revoke the power of sale and use contained in sub clause 3 to this clause by notice to the Customer if the Customer is in default for longer than 14 days in the payment of any sum whatsoever due to the Company whether due to the Company whether in respect of the goods or any other goods supplied by it at any time to the Customer or if the Company has bona fide doubts as to the solvency of the Customer.
d) The Customer's power of sale and use contained in sub clause 2 of this clause shall automatically cease if the buyer has a petition presented for the winding-up or passes a resolution for voluntary winding-up otherwise for the purpose of a bona fide amalgamation or reconstruction or compounds with its creditors or has a receiver appointed of all or any part of its assets or becomes bankrupt or insolvent or enters into any arrangements with creditors or takes or suffers any similar action in consequence of debts or carries out or undergoes any analogous act or proceedings under foreign law.
e) Upon determination of the Customer's power of sale and use the Customer shall place any of the goods in its possession or under its control and unsold at the disposal of the Company and the Company shall be entitled to enter upon any premises of the Customer for the purposes of removing such goods.
5. The Company shall at any time be entitled to appropriate any payment made by the Customer in respect of any goods in settlement of such invoices or accounts in respect of such goods as the Company may in its absolute discretion think fit notwithstanding any purported appropriation to the contrary by the Customer.
Claims of Defects, Non Delivery & Shortages:
1. Nothing in this clause shall be deemed to exclude or restrict the Company's liability for death or personal injury resulting from negligence.
2. Each sub clause in this clause is separate and independent.
3. In respect of defects discoverable on inspection the Company shall be under no liability if the goods are not returned to the Company within 30 days of delivery detailing the alleged defects on either the reverse of the Neo G™ Delivery Note or Invoice, or on a separate sheet. In respect of defects caused by faulty manufacture, materials or workmanship which are not discoverable on inspection but which are discovered within one month of delivery the Company will either repair the goods or at its cost replace them provided that:
a) The Customer informs the Company of the relevant defect in writing within seven days of discovery
b) Returns the goods to the Company at its own expense.
4. In respect of non delivery of goods which have been paid for, the Company shall be under no liability if the non delivery is not notified to the company within 28 days of payment.
5. In respect of non-delivery of goods on an authorised credit account The Customer shall notify the Company within 14 days of the invoice date.
6. In respect of non-delivery which is notified within the required time The Company will re send the goods or refund the full amount paid.
7. In respect of shortages discoverable on inspection the Company shall be under no liability if the shortage is not notified to the company within 7 days of receiving the order.
8. The Company shall not be liable for any consequential or indirect loss suffered by the Customer whether such loss arises from breach of a duty in contract or tort or in any other way (including loss arising from the Company's negligence).
9. The Company's total liability for any one claim or for the total of all claims arising from any one act or default of the Company (whether arising from the Company's negligence or otherwise) shall not exceed the contract price.
Queries: The information we hold about you will, to the best of our ability, be accurate and up-to-date. You can check the information we hold about you by sending us an e-mail to: admin@neo-g.co.uk. If you find any inaccuracies we will delete or correct it promptly.
Credit Card Transactions on the Website: All credit card transactions on www.neo-g.co.uk websites are done through a secure third party and the card details are not available to us.
For any queries regarding our terms and conditions please email: accounts@neo-g.co.uk
Resale restrictions
Seller = Neo G Limited
Buyer = the wholesaler/retailer
Customer = a customer of the wholesaler/retailer
Product = Neo G product sold to the wholesaler/retailer
"The Buyer shall only actively sell Product to Customers which have been approved in writing in advance by the Seller (Neo G Limited), all other customers being reserved to the Seller. In addition to applying to any future Product supplied by the Seller to the Buyer, this provision shall apply to any stock of Product held by the Buyer. A Customer shall not be deemed to have been approved by the Seller simply because the Buyer has previously supplied the Customer with Product. The Seller may at any time withdraw (by notice in writing to the Buyer) any previous approval given under this clause".
Copyright & Disclaimer
Copyright Statement: All content on this site is protected by UK and international copyright laws. This means that no part of the site may be copied, reproduced, distributed, redistributed, modified displayed or performed without prior written consent by Neo G Limited.
Disclaimers: This site is provided as a shopping resource by Neo G Limited. Neo G Limited makes no express or implied warranties of any kind relating to the provision of information or service on or by this site. Neo G Limited will not be liable for any damages of any kind arising from the use or misuse of this site or any of the information contained within it.
