1. About us
Svelte products are supplied by:
SVELTE HEALTH PTY LTD
ABN: 44 689 091 307
Email: info@getsvelte.com.au
Phone: 1800 783 583
Website: getsvelte.com.au
2. Orders & payment
All prices are shown in Australian dollars (AUD).
Payment in full is required prior to dispatch for standard online orders unless otherwise stated in these Terms. Plan-managed NDIS orders are handled in accordance with section 4 below.
We accept major credit/debit cards and other payment methods offered at checkout.
A receipt or invoice is provided for each order as applicable. Invoices are issued GST-free where the requirements for GST-free treatment are met.
3. Ongoing delivery
Certain products are available through Ongoing Delivery from 4 packs. Ongoing Delivery costs $39 per pack and includes free Standard shipping for eligible ordinary postcodes. By setting up Ongoing Delivery, you authorise us to automatically charge your selected payment method at your selected delivery frequency.
You can manage ongoing delivery through your account, including updating delivery timing or quantity, pausing, skipping or cancelling before your next scheduled billing date. There are no cancellation fees.
Changes must be made before the next scheduled billing date to apply to the upcoming order. Once an ongoing delivery order has been processed, it cannot be changed or cancelled.
If an ongoing delivery product becomes unavailable, we will contact you to discuss the most suitable next step.
Ongoing delivery purchases are also governed by our separate Ongoing Delivery Terms.
4. NDIS orders
Svelte can accept self-managed and plan-managed NDIS orders where continence consumables are funded and appropriate to the participant’s plan, needs and funding arrangements.
Svelte is not an NDIS-registered provider and does not claim NDIS approval. Svelte cannot assess eligibility, approve funding, confirm reimbursement or determine clinical suitability.
Svelte cannot currently process orders directly where the relevant part of the plan is NDIA-managed, sometimes referred to as agency-managed. Participants, nominees, plan managers, support coordinators or providers may contact Svelte for general product and ordering information.
NDIS orders are subject to these Terms & Conditions and our Funding & Support page.
For plan-managed orders, Svelte confirms the participant, order and plan manager details with the nominated plan manager before dispatch. Once the nominated plan manager confirms that they manage the participant and will process Svelte’s invoice, the order may be dispatched to the nominated delivery address. Following delivery, Svelte sends the GST-free invoice electronically to the nominated plan manager for processing and payment.
5. Shipping & delivery
Standard shipping applies to one-time orders of 1 to 3 packs. Free Standard shipping applies to one-time orders of 4 or more packs for eligible ordinary postcodes. Ongoing Delivery is available from 4 packs and includes free Standard shipping for eligible ordinary postcodes.
For selected regional, remote or high-cost delivery postcodes a different delivery rate may apply. The applicable rate will be shown clearly at checkout before payment or confirmed before dispatch for invoice orders.
Orders are dispatched in plain, discreet packaging.
For full details, please see our Shipping Policy.
6. Returns & exchanges
First-order protection applies once to a customer’s first Svelte order whether it is a one-time purchase or an Ongoing Delivery order.
Eligible unopened packs from that first order may be exchanged or refunded within 14 days of delivery.
For hygiene reasons, opened, used or worn packs cannot be returned, exchanged or refunded for change of mind.
We do not offer general change-of-mind returns or exchanges on repeat orders.
This does not affect your rights under Australian Consumer Law if a product is faulty, damaged on arrival, materially different from its product description or different from what you ordered.
For voluntary first-order protection returns, original delivery charges are not refundable and return postage is the customer’s responsibility. Where a remedy is required under Australian Consumer Law, shipping costs will be handled in accordance with those rights.
Refunds are issued to the original payment method once returned packs have been received and assessed.
For full details, please see our Returns & Exchanges Policy.
7. Privacy & personal information
Your privacy matters to us. We collect only the personal information reasonably necessary to operate our business and fulfil orders, such as contact details, order information and communications with us.
We do not sell or rent personal information to third parties. Payment details are processed securely by our payment providers; we do not store full card details.
You can learn more about how we collect, use and protect personal information in our Privacy Policy.
8. Limitation of liability
Svelte products are everyday continence support consumables and are not intended to diagnose, treat, cure or prevent any disease.
Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.
To the extent permitted by law, Svelte is not responsible for loss or damage resulting from misuse of a product, use contrary to product instructions or use outside the product's stated suitability.
9. Changes to these terms
We may update these Terms & Conditions from time to time to reflect changes in our practices or legal requirements. The most current version will always be available on our website. Changes apply from the date they are published.
10. Governing law
These Terms & Conditions are governed by the laws of New South Wales, Australia. If any provision is found to be invalid or unenforceable, the remainder of the terms will continue in full force.
11. Contact us
If you have any questions about these Terms & Conditions, your order or our policies, please contact us at info@getsvelte.com.au or call 1800 783 583.