Returns & Exchanges

We designed this policy to balance hygiene, fairness and confidence when trying Svelte for the first time.

1. First-order protection

First-order protection applies once per customer to their first Svelte order whether it is a one-time purchase or an Ongoing Delivery order.

Eligible unopened packs may be exchanged or refunded within 14 days of delivery.

To qualify, returned packs must be unopened, unused, in their original sealed packaging and in resaleable condition.

If you purchase more than one pack, we recommend opening one pack first to check the size and fit before opening the remaining packs. An opened pack cannot be returned under first-order protection for a change of mind or a preference relating to size, fit or comfort.

Refunds are issued to the original payment method after returned packs have been received and assessed. Once approved, refunds are typically processed within 5 to 10 business days.

Original delivery charges are not refundable and return postage is the customer’s responsibility for returns made under first-order protection. These conditions apply only to voluntary first-order protection returns and do not affect your rights under Australian Consumer Law.

To request an exchange or refund, email info@getsvelte.com.au with your order number.

2. Size support after your first order

If your first Svelte order does not feel like the right size, please contact us before opening any additional packs.

We can provide general sizing guidance to help you consider the other available size. This guidance does not replace the return conditions in this policy or determine individual product suitability.

Before placing a larger order, we recommend using Find Your Fit or contacting us for general sizing information.

3. Returns for repeat orders

We do not offer general change-of-mind returns or exchanges on repeat orders.

For hygiene reasons, opened, used or worn packs cannot be returned for a change of mind or a preference relating to size, fit or comfort.

This does not affect your rights under Australian Consumer Law if a product does not meet the applicable consumer guarantees.

4. Items we cannot accept for return

For hygiene reasons, we cannot accept change-of-mind returns or exchanges for opened, used or worn packs.

A preference-based concern about size, fit or comfort does not by itself mean that a product is faulty. This does not affect your rights where a product is faulty, unsafe, not of acceptable quality, not fit for a purpose you disclosed before purchasing, does not match its description or otherwise does not meet the applicable consumer guarantees.

5. Faulty, damaged or incorrect items

If your order arrives faulty, damaged, unsafe, materially different from its product description or different from what you ordered, please contact us as soon as possible at info@getsvelte.com.au with your order number and photos if available.

We will review the issue and provide a remedy in line with Australian Consumer Law. Depending on the issue, this may include a replacement, refund or another remedy required by law.

For hygiene reasons, please do not return opened, used or worn packs unless we ask you to do so. If there is a safety concern, stop using the product and contact us.

Where Australian Consumer Law requires a remedy, the hygiene and change-of-mind return conditions in this policy do not limit your rights.

This is important because the ACCC says businesses cannot take away consumer guarantee rights through store policies and that customers may be entitled to a refund, replacement or other remedy where goods have a major problem. The ACCC also notes that customers are generally not entitled to a refund for simply changing their mind, unless the business offers and must honour its own change-of-mind policy.

6. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Returns & Exchanges Policy excludes or limits your rights under Australian Consumer Law.

7. Ongoing delivery orders

Future Ongoing Delivery orders can be updated, paused, skipped or cancelled through your account before the next order is processed. There are no cancellation fees.

Once an order has been processed, it cannot be changed or cancelled. Any changes will apply to the following scheduled order.

Returns for delivered Ongoing Delivery orders are handled under this Returns & Exchanges Policy. First-order protection applies only to your first Svelte order and does not restart with each recurring order.

This does not affect your rights under Australian Consumer Law where goods are faulty, damaged, incorrect or otherwise do not meet the consumer guarantees.

8. NDIS orders

NDIS orders are subject to the same Returns & Exchanges Policy as other Svelte orders.

First-order protection applies once to the customer’s first Svelte order whether it is a self-managed or plan-managed purchase and whether it is a one-time purchase or an Ongoing Delivery order.

Funding arrangements do not change the return conditions in this policy or your rights under Australian Consumer Law.

For assistance with an NDIS-related order, invoice or return, please contact us.

9. Misuse of policy

First-order protection is available once per customer and is intended to provide confidence when trying Svelte for the first time.

We may decline a voluntary first-order protection request that does not meet the conditions of this policy or that involves fraudulent, misleading or abusive conduct.

This does not affect any rights or remedies available under Australian Consumer Law.

10. Need help before ordering?

Not sure which size or order quantity to choose?

Use Find Your Fit or contact us for general product and sizing information before ordering. We can explain the available sizes, pack quantities and product features but we do not determine individual clinical suitability.