LEGAL
E-Commerce Terms and Conditions
Health Love Pty Ltd (ABN 55 621 432 817)
Last updated: 16 June 2026
These E-Commerce Terms and Conditions (Terms) apply to orders placed via the Health Love website at https://healthlove.au/ (Website) for the purchase of dietary supplement products (Products).
By accessing the checkout, placing an Order or purchasing Products through the Website, you agree to be bound by these Terms. If you do not agree, you must not place an Order.
These Terms should be read together with our Privacy Policy and Medical Disclaimer, and any other policies or notices displayed on the Website at the time you place an Order.
Part A – Terms for purchasing Products
1. About Health Love
1.1 In these Terms, Health Love Pty Ltd (ABN 55 621 432 817) (we, us or our) is the seller of the Products.
1.2 Our contact details are:
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Website |
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Customer service email |
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Postal address |
Health Love |
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Returns address (Australia) |
165–169 Lower Gibbes Street |
1.3 We may update our contact details from time to time by updating the Website.
2. Changes to these Terms
2.1 We may change these Terms at any time by publishing an updated version on the Website.
2.2 The Terms that apply to your Order are the Terms in effect at the time you place the Order.
2.3 If we make a change that materially affects an existing Order, we will take reasonable steps to notify you.
3. Definitions and interpretations
3.1 In these Terms:
ACL means the Australian Consumer Law contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).
Business Day means a day other than a Saturday, Sunday or public holiday in New South Wales, Australia.
ID Document means a PRC ID (or other identity document we accept) required for customs clearance and delivery into China.
Order means an order for Products placed via the Website.
Products means the dietary supplement products offered for sale on the Website from time to time.
Total Price means the total amount payable for an Order, including Product price, shipping charges (if any), and any other amounts shown at checkout.
Website means https://healthlove.au/ and any related pages used for placing Orders.
3.2 Headings are for convenience only and do not affect interpretation.
3.3 Unless the context requires otherwise, words in the singular include the plural and vice versa.
4. Customer eligibility and accounts
4.1 By placing an Order, you represent and warrant that you have legal capacity to enter into a binding contract with us.
4.2 Our Products are intended for adults only. If you are under 18 years of age, you must not place an Order unless you have permission from a parent or legal guardian.
4.3 You may be permitted to place Orders as a guest without creating an account. However, we may, in our discretion, introduce customer account functionality and, in certain markets or circumstances, require customers to register for and maintain an account in order to place an Order.
4.4 If you create an account, you must ensure the information you provide is accurate, current and complete, and you must keep your login details confidential.
4.5 You are responsible for all activity that occurs under your account. You must notify us promptly if you suspect unauthorised use.
4.6 We may suspend or terminate accounts (and/or refuse or cancel Orders) if we reasonably believe there is fraud, misuse, a security issue or a breach of these Terms.
5. Product and product information
5.1 You must carefully read and comply with all directions for use, warnings and other instructions appearing on the Product label and packaging prior to consumption or use.
5.2 Product descriptions, images and other content on the Website are provided for general informational purposes only. Images are illustrative in nature and may not reflect the exact appearance of the Product. Packaging, labelling, formulation and ingredients may change from time to time without notice.
5.3 While we take reasonable care to ensure that Product information displayed on the Website is accurate and up to date, we do not warrant that such information is complete, current or free from error. You acknowledge that it is your responsibility to review the Product label and packaging upon receipt before use.
5.4 Certain Products may contain mandatory warnings or statements required under applicable industry standards or regulatory frameworks (including Therapeutic Goods Administration (TGA) labelling requirements). You are solely responsible for determining whether a Product is appropriate for you, including having regard to allergies, dietary requirements, pregnancy, medical conditions and any medications you are taking.
5.5 Nothing on the Website or in any Product materials is intended to replace professional medical advice. You should consult a qualified health practitioner before commencing any supplement regime.
6. Placing an Order
6.1 By submitting an Order through the Website, you make an offer to purchase the Products specified in that Order in accordance with these Terms.
6.2 You must ensure that all information provided in connection with your Order is accurate, complete and up to date, including delivery address details, recipient information and any required customs information. We are not responsible for any delay, loss or additional cost arising from inaccurate or incomplete information supplied by you.
6.3 Following submission of an Order, we will send you an email or other notification acknowledging receipt of your Order. Tracking details (where applicable) will be provided once the Products have been dispatched.
6.4 We may, at our discretion, request additional information prior to processing an Order, including for the purposes of verifying your identity, confirming delivery details or complying with applicable customs or regulatory requirements.
6.5 We reserve the right to refuse, cancel or limit any Order at our discretion, including where:
(a) a Product is unavailable or out of stock;
(b) we reasonably suspect fraudulent or unlawful activity;
(c) you have provided inaccurate, incomplete or misleading information; or
(d) we are unable, or it is not reasonably practicable, to deliver the Products to the specified address or destination.
6.6 Processing and dispatch timeframes may vary depending on destination and operational requirements. Orders for delivery to China are generally processed within 1–2 Business Days. For other destinations, indicative processing timeframes will be displayed on the Website or communicated to you in order-related correspondence.
7. Changes and Cancellations
7.1 If you wish to request a change to, or cancellation of, an Order (including changes to delivery details), you must contact us as soon as reasonably practicable after submitting the Order. While we will use reasonable endeavours to accommodate your request, we do not guarantee that changes or cancellations can be made once an Order has been submitted, and in particular once it has been accepted, processed or dispatched.
7.2 We reserve the right to cancel an Order at any time prior to dispatch, including where:
(a) a Product is unavailable;
(b) there is an error in pricing or Product information;
(c) we reasonably suspect fraudulent or unlawful activity; or
(d) circumstances beyond our reasonable control prevent fulfilment.
If we cancel an Order after payment has been received, we will refund the amount paid for the cancelled Order.
8. Pricing
8.1 All prices displayed on the Website are in Australian Dollars (AUD) unless otherwise stated.
8.2 We may permit payment in currencies other than AUD. Where you elect to pay in a currency other than AUD, any applicable exchange rate and conversion fees will be determined by your financial institution and/or payment provider, and we are not responsible for any such variations or charges.
8.3 Shipping charges (if applicable) and any other fees payable in connection with your Order will be displayed at checkout and will form part of the total amount payable by you (Total Price).
8.4 All Orders must be paid in full at the time of checkout.
8.5 We reserve the right to amend prices at any time prior to you completing checkout. Any price change will not affect an Order for which payment has been successfully processed, subject to our rights to cancel an Order under these Terms (including in the case of pricing errors).
9. Payment
9.1 We currently accept payment by credit or debit card and WeChat Pay. We may, at our discretion, add, remove or suspend available payment methods at any time without notice.
9.2 Payments are processed through third-party payment gateway provider(s). Your use of a payment method is subject to the applicable terms and conditions and privacy policy of the relevant payment provider. To the maximum extent permitted by law, we are not responsible for the security, availability or performance of any third-party payment system.
9.3 An Order will not be accepted unless and until payment has been successfully authorised and received (or cleared). If payment is declined, fails, is reversed, or is subject to a chargeback prior to dispatch, we may cancel the Order without liability to you.
9.4 If a Product is listed at an incorrect price, or with incorrect information due to a typographical or system error, we reserve the right to cancel the affected Order (including after payment has been processed) and refund any amount paid. Where reasonably practicable, we may contact you to offer the option to proceed with the Order at the correct price.
10. GST, Receipts and Tax Invoices
10.1 Unless otherwise stated, prices displayed on the Website for sales within Australia are inclusive of goods and services tax (GST) where applicable.
10.2 For Orders delivered outside Australia, taxes, customs duties and other governmental charges may be imposed in the destination country. You are responsible for any such amounts, unless otherwise expressly stated in these Terms. Further details are set out in clause 13.
10.3 For Orders delivered to China, receipts or tax invoices are not issued automatically but may be provided upon request.
10.4 For Orders delivered to destinations other than China, receipts or tax invoices will generally be issued automatically through our e-commerce platform (including via third-party service providers such as Shopify), subject to the payment method selected.
11. Dispatch and Delivery
11.1 Products are dispatched from Sydney, Australia. We may engage third-party fulfilment providers, couriers and logistics providers to store, pack and deliver Products on our behalf.
11.2 We may provide shipping options, timeframe and pricing at checkout, on the Website, by email or by other notification. The information available may vary depending on the delivery destination, carrier and operational requirements.
11.3 Any delivery timeframes provided are estimates only and are not guaranteed. Delivery may be affected by factors beyond our reasonable control, including carrier delays, weather events, customs processes and peak shipping periods.
11.4 You are responsible for providing a complete and accurate delivery address and recipient contact details at the time of placing your Order. Where incorrect or incomplete details are provided, delivery may be delayed, returned to sender or otherwise affected, and you may be liable for any additional delivery, redirection or re-dispatch costs incurred.
12. Tracking and Delivery Confirmation
12.1 Where tracking is available, tracking information will be provided via the Website and/or by email or other notification, depending on the delivery destination and the relevant carrier.
12.2 Delivery will be deemed completed when the relevant carrier records the Order as delivered to the delivery address specified in your Order.
12.3 If you have specific delivery requirements (including signature requirements or alternative delivery instructions), you must notify us prior to placing your Order. We do not guarantee that special delivery arrangements can be accommodated.
13. International Orders and customs
13.1 International Orders are supplied from Australia. We make no representation or warranty that the Products comply with the laws, regulations or requirements of any jurisdiction outside Australia.
13.2 You are solely responsible for ensuring that the Products are lawful to import, possess and use in your destination country, and for complying with all applicable local laws, regulations and import requirements.
13.3 Import duties, taxes and customs fees:
(a) For Orders delivered to China, customers are not currently required to pay import duties or customs clearance charges, unless otherwise stated at checkout or required by applicable law.
(b) For Orders delivered to countries other than China, you are responsible for all import duties, customs charges, taxes, clearance fees and any other governmental charges imposed in the destination country.
13.4 Customs processing times may vary and are outside our control. If an Order is delayed, held, seized or refused entry by customs authorities, we are not responsible for any resulting delay, loss or additional cost. Subject to the specific circumstances and destination, we may, at our discretion, offer a re-delivery attempt or a refund once we have received confirmation of the final outcome from the relevant carrier or customs authority.
14. China Delivery – Mandatory Identification Requirements
14.1 For deliveries into China, applicable customs authorities require the importer to provide an identity document for the recipient. Accordingly, for Orders delivered to China, you must provide the required identification document (ID Document) at checkout as a condition of processing and dispatch.
14.2 You must also provide the recipient’s Chinese name, mobile telephone number and any other information required by the relevant carrier or customs authority.
14.3 You acknowledge and consent to us collecting the ID Document and related personal information and disclosing that information to our logistics provider(s) for the purposes of customs clearance, regulatory compliance and delivery. All personal information will be handled in accordance with our Privacy Policy.
14.4 You represent and warrant that you have the lawful authority and consent of the recipient to provide the ID Document and related personal information to us, and for us to disclose that information to our logistics provider(s) for customs clearance and delivery purposes.
14.5 If the ID Document or required information is incorrect, incomplete or invalid, we may request resubmission. If the required information is not provided within a reasonable time, we may cancel the Order and refund the amount paid, less any non-recoverable costs incurred by us.
14.6 We will retain ID Documents only for as long as reasonably necessary to process the Order, comply with applicable customs or legal requirements, and manage any related dispute or compliance obligations, as further described in our Privacy Policy.
15. Delivery to China – Service Details
15.1 We currently engage AuExpress as our logistics provider for deliveries to China. We may change logistics providers from time to time without notice.
15.2 The estimated delivery timeframe for Orders delivered to China is approximately two (2) weeks from the date of dispatch. Delivery timeframes are indicative only and are not guaranteed. Delivery may be affected by customs processing, regulatory requirements and carrier handling.
15.3 Where tracking is available for China Orders, tracking may be accessed via the tracking functionality on the Website using the recipient’s name and mobile number.
15.4 Delivery in China may require the courier to contact the recipient to verify the recipient’s name and mobile number prior to handover.
16. Risk in transit
16.1 Risk of loss of or damage to the Products passes to you upon delivery to the delivery address specified in your Order, or when the Products are otherwise made available for collection, as applicable.
16.2 Delivery is deemed to have occurred when the relevant carrier records the Order as delivered in accordance with clause 12.
16.3 If an Order is returned to us due to incorrect or incomplete delivery details provided by you, failure to accept delivery, or failure to collect the Order within the timeframe specified by the carrier, we may, at our discretion:
(a) arrange re-delivery of the Products (subject to payment of any additional shipping, handling or re-dispatch costs); or
(b) cancel the Order and issue a refund of the amount paid, less any shipping, handling or other costs incurred by us,
17. Australian Consumer Law
17.1 Our Products come with guarantees that cannot be excluded under the Australian Consumer Law contained in the Competition and Consumer Act 2010 (Cth) (ACL). You may be entitled to a replacement or refund for any defective or damaged Products.
17.2 Nothing in these Terms is intended to exclude, restrict or modify any consumer guarantee, statutory right or remedy to which you are entitled under the ACL or any other applicable law, to the extent that such rights cannot be excluded, restricted or modified by agreement.
18. Change of Mind Returns
We do not offer returns, exchanges or refunds for change of mind, including where you have ordered an incorrect Product, no longer require the Product, or have identified an alternative price or supplier.
19. Hygiene and safety – opened or tampered Products
Due to the nature of Products and for hygiene, safety and product integrity reasons, we do not accept returns of any Product that has been opened, used, altered or tampered with, or where any tamper-evident seal or protective packaging (including tape over carton flaps) has been broken or disturbed, except to the extent required by law.
20. Faulty, damaged and incorrect Products
20.1 If you believe a Product is faulty, damaged in transit, expired at the time of delivery, or incorrectly supplied, you must notify us as soon as reasonably practicable and, where the issue is apparent on delivery, within 7 days of delivery. This timeframe does not limit your rights under the Australian Consumer Law.
20.2 To assist us in assessing your claim, you must provide your Order number and reasonable supporting evidence, which may include photographs of the Product, packaging and any alleged damage, together with proof of purchase.
20.3 We may request that you return the Product for inspection (for Orders delivered within Australia) or provide additional information. If, following assessment, we determine that the Product is not faulty, or that the issue arises from misuse, failure to follow label directions, improper storage, or failure to take reasonable care, we may reject the claim to the extent permitted by law.
20.4 Where a claim is accepted, we will provide a remedy in accordance with the Australian Consumer Law, which may include (as appropriate) a replacement or refund.
20.5 For International Orders, where a Product is claimed to be faulty, damaged or incorrectly supplied, we may require you to provide further evidence or return the Product to an address nominated by us, which may be in the destination country, before we assess the claim or provide any remedy. If the claim is accepted, we will provide a remedy in accordance with applicable law.
21. Lost or delayed Orders
21.1 If you believe an Order has been lost in transit, you must notify us as soon as reasonably practicable and provide your Order number, recipient name, mobile number and any other information reasonably requested by us. We will make reasonable enquiries with the relevant carrier or logistics provider to investigate the matter.
21.2 Any delivery timeframe provided is indicative only and not guaranteed. To the maximum extent permitted by law, we are not liable for delays caused by carriers, customs authorities or other third parties. Where reasonably practicable, we will assist you in liaising with the relevant carrier to locate or clarify the status of your Order.
22. Limitation of Liability
22.1 Nothing in these Terms excludes, restricts or modifies any consumer guarantee, statutory right or remedy that cannot be excluded, restricted or modified under the Australian Consumer Law (ACL) or any other applicable law.
22.2 Subject to clause 23.1 and to the maximum extent permitted by law, we exclude liability for any indirect, incidental, special or consequential loss or damage, including (without limitation) loss of profit, revenue, business opportunity, goodwill or anticipated savings, arising out of or in connection with the purchase or use of the Products.
22.3 Subject to clause 23.1 and except for liability that cannot lawfully be excluded, our total liability arising out of or in connection with an Order or the use of a Product (whether in contract, tort (including negligence), under statute or otherwise) is limited to the amount paid by you for the specific Product giving rise to the claim.
22.4 To the maximum extent permitted by law, we are not liable for any loss, damage, injury or adverse effect arising from:
(a) misuse of a Product;
(b) failure to follow directions, warnings or storage instructions on the Product label;
(c) use of a Product contrary to medical advice;
(d) allergic reactions, sensitivities or interactions with other products or medications, except to the extent caused by a defect in the Product; or
(e) use of a Product after the expiry date.
23. Dispute Resolution and Jurisdiction
23.1 If you have a complaint or dispute arising out of or in connection with an Order or these Terms, you must first contact us and provide reasonable details of the issue. We will use reasonable endeavours to investigate and attempt to resolve the matter in good faith.
23.2 Any dispute arising out of or in connection with these Terms or any Order will be governed by the laws of New South Wales, Australia, and you irrevocably submit to the exclusive jurisdiction of the courts of New South Wales and the Federal Court of Australia sitting in New South Wales.
24. General
24.1 If any provision of these Terms is held to be invalid, illegal or unenforceable, that provision will be severed to the extent of the invalidity or unenforceability and the remaining provisions will continue in full force and effect.
24.2 No waiver of any right or provision under these Terms will be effective unless it is in writing and signed by the party granting the waiver. A failure or delay in exercising any right does not constitute a waiver of that right.
24.3 These Terms, together with any policies or notices expressly incorporated by reference (including our Website Terms of Use, Privacy Policy and Medical Disclaimer), constitute the entire agreement between you and us in relation to your use of the Website and purchase of Products, and supersede all prior discussions, representations or understandings.
25. Contact
All enquiries relating to these Terms, Orders, delivery or returns should be directed to us at service@healthlove.au.