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.
Ongoing Delivery is optional and must be selected when ordering. By setting up Ongoing Delivery, you authorise Svelte to automatically charge your selected payment method according to the delivery schedule shown or selected when you place your order.
The delivery schedule applying to your order will be shown during the ordering process.
You may pause, skip, update or cancel future Ongoing Delivery orders before the next order is processed. There are no cancellation fees.
You can manage upcoming Ongoing Delivery orders using the management options made available to you or by contacting us at info@getsvelte.com.au.
Changes must be made before the next order is processed to apply to that order. Once an order has been processed, we may not be able to change or cancel it. Any later changes will apply to the following scheduled order.
If an Ongoing Delivery product becomes unavailable, we will contact you to discuss the available options.
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.
For NDIA-managed participants, Svelte products are available through BrightSky Healthcare.
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 may be exchanged or refunded under first-order protection. Contact us within 14 days of delivery to request a return or exchange.
To qualify, returned packs must be unopened, unused, in their original sealed packaging and in resaleable condition.
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.
We do not offer general change-of-mind returns or exchanges on repeat orders.
For voluntary first-order protection returns, original delivery charges are not refundable and return postage is the customer’s responsibility. These conditions do not affect your rights under Australian Consumer Law.
If a product is faulty, damaged, unsafe, materially different from its description, different from what you ordered or otherwise does not meet the applicable consumer guarantees, your rights under Australian Consumer Law continue to apply.
Refunds are issued to the original payment method or, for invoice orders, through the original billing arrangement after 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 products and are not medical devices.
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 products, services, business practices or legal requirements.
The current version and its last updated date will be available on our website.
Changes apply prospectively and do not affect an order that has already been processed except where required by law.
For Ongoing Delivery, any material change to pricing, products or delivery terms affecting future recurring orders will be communicated in accordance with our Ongoing Delivery Terms.
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.