Return and Refund Policy

Last updated: July 2026

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

Finding the right fit can take time. This policy explains when unopened packs may be returned for a refund or exchange and what happens when a product is faulty, damaged or different from what was ordered.

Quick summary

• First-order protection applies to eligible unopened packs from your first Svelte order only.
• Requests under first-order protection must be made within 14 days of delivery.
• Opened, used or worn packs cannot be returned for change of mind, size preference, comfort preference or individual suitability concerns.
• General change-of-mind returns are not available for repeat orders.
• These conditions do not limit your rights under the Australian Consumer Law.

1. First-order protection

First-order protection is intended to help customers try Svelte while reducing the risk of ordering multiple packs before confirming their preferred size.

First-order protection applies:

• to your first completed Svelte order only
• once per customer
• whether your first order is a one-time purchase or an ongoing delivery order
• only to eligible unopened packs

You must contact us within 14 days of delivery to request a return, refund or exchange under first-order protection.

Returned packs must be:

• unopened
• unused
• in their original sealed packaging
• undamaged
• in resaleable condition

If you purchase more than one pack we recommend opening only one pack first to check the fit before opening the remaining packs.

If the size or fit does not feel right, eligible unopened packs from your first order may be returned for a refund or exchange. The opened pack cannot be returned for change of mind, size preference, comfort preference or individual suitability concerns.

If you purchase one pack and open it before deciding that the size is not right, we cannot accept the opened pack as a change-of-mind return. You may contact us for sizing guidance before placing another order.

First-order protection is an additional Svelte benefit. It does not replace or restrict your rights under the Australian Consumer Law.

2. How to request a return, refund or exchange

Email info@getsvelte.com.au and provide:

• your name
• your order number
• the number of unopened packs you wish to return
• whether you are requesting a refund or exchange
• a brief explanation of your request

Please wait for return instructions before sending any packs to us.

Returned packs remain your responsibility until they are received by Svelte. We recommend using a tracked postal or courier service.

Exchanges are subject to product availability.

3. Return and exchange costs

For an approved first-order protection request involving change of mind, size preference, comfort preference or individual suitability:

• return shipping is the customer’s responsibility
• original shipping charges are not refundable
• any charge for sending an exchanged size will be confirmed before the exchange is processed

These conditions do not apply where a product fails to meet a consumer guarantee or where the Australian Consumer Law requires a different remedy.

4. Refund processing

Approved refunds under first-order protection will be issued to the original payment method after the returned packs have been received and assessed.

Svelte will generally process an approved refund within 5 to 10 business days after receiving the return. Your bank or payment provider may require additional time for the funds to appear in your account.

For a product with a major problem, a refund must generally be provided using the original payment method unless the customer agrees to another method.

5. Size support

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

We may provide general sizing information to help you consider whether another size may be more appropriate. This guidance is based on the information you provide and does not guarantee that a particular size will suit every body shape, preference or routine.

Before purchasing we recommend using Find Your Fit, reviewing the Svelte size guide or contacting us before placing a larger order.

6. Repeat orders

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

This includes repeat one-time purchases and later ongoing delivery orders.

Opened, used or worn packs cannot be returned for:

• change of mind
• size preference
• comfort preference
• ordering the wrong quantity
• individual usage or suitability concerns that do not involve a product fault or failure to meet a consumer guarantee

Australian businesses are not generally required to provide a remedy where a customer simply changes their mind. However a business that offers its own change-of-mind policy must follow the terms it has published.

7. Items not accepted as change-of-mind returns

For hygiene and safety reasons we cannot accept change-of-mind returns, refunds or exchanges for:

• opened packs
• used or worn products
• packs with a broken seal
• packs damaged after delivery
• packs that are not in resaleable condition
• products purchased as part of a repeat order unless Svelte agrees otherwise

These restrictions apply only to voluntary change-of-mind returns. They do not prevent a customer from seeking a remedy where a product fails to meet a consumer guarantee.

A preference relating to size, fit or comfort does not by itself mean that a product is faulty. This does not limit your rights where a product is materially different from its description, does not meet a purpose disclosed to Svelte before purchase or otherwise fails to meet a consumer guarantee.

8. Faulty, damaged or incorrect products

Please contact us as soon as reasonably possible if a product:

• is faulty
• is damaged on arrival
• is different from what you ordered
• is materially different from its product description
• does not meet an applicable consumer guarantee

Email info@getsvelte.com.au with your order number and details of the problem.

We may reasonably request photographs, packaging information, batch details, proof of purchase or other information needed to assess the issue.

Original packaging is not required when seeking a remedy for a product problem.

If a product is confirmed to have a problem, Svelte will reimburse reasonable return postage or transport costs where required. Please retain any relevant receipts.

Once the issue has been assessed we will provide an appropriate remedy in accordance with the Australian Consumer Law.

9. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major problem, you may choose a refund or replacement. You may also choose to keep the product and seek compensation for the reduction in value caused by the problem.

For a minor problem, Svelte may choose an appropriate remedy and must provide it within a reasonable time. If the problem is not remedied within a reasonable time, you may be entitled to a refund, replacement or another remedy under the Australian Consumer Law.

Your Australian Consumer Law rights:

• are separate from Svelte’s voluntary first-order protection
• are not limited to 14 days
• do not depend on the product being unopened
• cannot be removed by this policy

10. Ongoing delivery orders

Ongoing delivery orders follow this Return and Refund Policy.

First-order protection applies only to your first Svelte order. It does not restart with each ongoing delivery.

Changes, skips, pauses or cancellations should be completed before the next scheduled billing date. Once an ongoing delivery order has been processed we may not be able to change or cancel it.

If an order has already been dispatched it will be handled under this policy and the Ongoing Delivery Terms.

Australian Consumer Law rights continue to apply to every ongoing delivery order.

11. NDIS orders

NDIS-related orders follow the same return, refund, exchange and consumer guarantee conditions.

For plan-managed orders an approved refund will generally be issued to the original payment source or nominated invoicing entity.

We may need to liaise with the nominated plan manager before processing a refund or exchange so the transaction and related records can be handled correctly.

Svelte does not assess NDIS eligibility, approve funding or guarantee that a purchase, return or refund will be accepted under a participant’s plan.

12. Group-home, supported-living and multi-resident orders

For group-home, supported-living and multi-resident purchases please contact us before placing a larger order. We can provide general sizing information and discuss how each participant’s packs should be recorded.

First-order protection for these orders will be considered according to the individual customer or participant and the order records. A shared delivery address alone will not automatically mean that every participant is treated as the same customer.

Eligible unopened packs may be considered for a refund or exchange where the request is made within 14 days of delivery.

Opened, used or worn packs cannot be returned for change of mind, size preference, comfort preference or individual suitability concerns.

Australian Consumer Law rights continue to apply.

13. Misuse of first-order protection

We may refuse a voluntary first-order protection or change-of-mind request where we reasonably believe the policy is being misused.

This may include deliberately creating multiple accounts or orders to obtain repeated first-order protection benefits.

This section does not allow Svelte to refuse or restrict a remedy available under the Australian Consumer Law.

14. Contact us

Svelte is operated by Svelte Health Pty Ltd.

For returns, refunds, exchanges or sizing guidance contact:

Email: info@getsvelte.com.au
Phone: 1800 783 583
Website: getsvelte.com.au
ABN: 44 689 091 307