Terms of service

Last updated: 24 August 2026

These Terms of Service (“Terms”) govern your access to and use of the Kivelle website, products and services.

Throughout these Terms, “Kivelle”, “we”, “us” and “our” refer to KIVELLE, trading as Kivelle.

By visiting our website, creating an order or otherwise using our services, you agree to these Terms.

If you do not agree with these Terms, you should not use the website or place an order.

Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law (“ACL”) or other applicable law.

1. Eligibility

You must be at least 18 years old to place an order through Kivelle.

By placing an order, you represent that:

you are legally capable of entering into a binding contract;
the information you provide is accurate and complete;
you are authorised to use your selected payment method; and
you are purchasing products for lawful purposes.

We may refuse or cancel orders where we reasonably believe an order is fraudulent, unlawful or otherwise presents a security, regulatory or payment risk.

2. Product information

We take reasonable care to ensure product descriptions, images, prices and other information displayed on our website are accurate.

However, packaging, label positioning, colouring and other non-material aspects of a product may occasionally vary from website imagery due to supplier or packaging updates.

Any such variation will not limit your rights where a product is materially different from its description or otherwise fails to comply with the Australian Consumer Law.

Product photographs may also appear differently depending on screen settings, lighting and device displays.

3. Supplement and health information

Information appearing on the Kivelle website is provided for general product and informational purposes only.

Nothing on the website constitutes medical advice, diagnosis or treatment advice and should not be relied upon as a substitute for advice from an appropriately qualified healthcare professional.

Individual experiences with supplements can vary.

Unless expressly and lawfully stated otherwise, Kivelle does not guarantee any particular:

fitness result;
strength result;
muscle gain;
weight or body-composition result;
recovery outcome;
performance outcome;
appearance-related result; or
timeframe in which a particular result will occur.

Products should only be used in accordance with the directions and warnings provided on the physical product label.

You are responsible for reviewing product ingredients and determining whether a product is appropriate for you.

You should seek professional advice before using dietary supplements where appropriate, including if you are pregnant, breastfeeding, taking medication or managing a medical condition.

If information on the physical product packaging differs from general information appearing on our website, follow the physical product label unless advised otherwise by an appropriately qualified professional.

Whether a particular product is regulated as a food, therapeutic good or another category can affect the claims that may legally be made about it. Australian advertising of therapeutic goods must be accurate, balanced and not misleading.

4. Orders

Submitting an order does not necessarily mean that we have accepted it.

An automated order confirmation acknowledges that we have received your order.

We may reasonably decline or cancel an order before dispatch where, for example:

an item is unavailable;
payment cannot be authorised;
information supplied appears incorrect;
we identify suspected fraud;
an obvious pricing or website error has occurred;
fulfilling the order would breach applicable law or regulatory requirements; or
circumstances outside our reasonable control prevent fulfilment.

If we cancel an order after payment has been received and no goods have been supplied, the relevant amount paid for the cancelled goods will be refunded.

5. Pricing

Unless otherwise stated, prices displayed on the Australian Kivelle website are in Australian dollars (AUD).

Applicable taxes will be treated as required by law.

We may change prices at any time for future purchases.

A price change will not alter the price of an order that has already been validly accepted, except where required by law or where the displayed price was an obvious error and the order has not yet been fulfilled.

Promotional prices and discounts may be subject to additional conditions displayed with the promotion.

6. Payment

You agree to pay all amounts shown during checkout for your order.

Payment may be processed by third-party payment providers.

We do not control the operation of your bank, card issuer or third-party payment provider and are not responsible for delays or failures caused solely by those providers.

We reserve the right to perform reasonable fraud-prevention and payment-verification checks.

7. Promotions and discount codes

Promotional codes:

may have expiry dates;
may be limited to particular products or customers;
may have minimum-spend requirements;
may not be combinable with other offers unless stated otherwise; and
may be withdrawn for future orders.

Promotions cannot be redeemed for cash unless required by law.

We may cancel the use of a promotional code where we reasonably determine it has been obtained or used fraudulently or contrary to its stated conditions.

8. Shipping and delivery

Shipping is governed by our Shipping Policy, which forms part of these Terms.

Delivery estimates are estimates unless expressly stated otherwise.

Shipping may be affected by matters outside our reasonable control, including carrier delays, weather events, customs processing, transport disruptions, public holidays or incorrect delivery information.

Nothing in this section removes any rights you have where goods are not supplied within an agreed or reasonable period as required by law. Australian consumer law requires businesses to provide a solution where paid goods cannot be supplied within the required or reasonable timeframe.

9. Delivery information supplied by you

You are responsible for checking that your:

name;
email address;
shipping address;
apartment or unit number; and
other delivery information

are correct before submitting an order.

If you discover an error, contact us as soon as possible.

We cannot guarantee that information can be changed after an order has entered fulfilment.

Where an order is returned because an address provided by the customer was incomplete or incorrect, or because the parcel was not collected, reasonable additional shipping charges may apply if you request that the parcel be resent.

This does not affect rights arising from an error made by Kivelle or the carrier for which Kivelle is legally responsible.

10. Authority to leave and delivered parcels

Where you expressly authorise a carrier to leave a parcel without a signature, you accept the ordinary risks associated with that delivery instruction once the parcel has been delivered in accordance with your authorisation.

Nothing in this clause removes any liability that cannot lawfully be excluded.

If tracking states that an order was delivered but you cannot locate it, contact us so the matter can be reviewed.

11. Returns, refunds and change of mind

Our Return & Refund Policy forms part of these Terms.

Kivelle does not offer returns or refunds merely because you change your mind, including where you:

no longer want the product;
ordered the wrong quantity;
dislike the flavour or texture;
found a cheaper alternative elsewhere;
expected a different personal result; or
simply decide you do not want to use the product.

However, this does not affect your rights under the Australian Consumer Law where goods are faulty, unsafe, materially not as described or otherwise fail to meet applicable consumer guarantees.

Businesses cannot use terms and conditions to remove these statutory rights.

12. 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 elsewhere in these Terms overrides this section.

13. Faulty or damaged goods

If you believe a product is faulty, damaged, unsafe, materially incorrect or otherwise does not comply with applicable consumer guarantees, contact us at:

kivelle.au@gmail.com

We may reasonably request:

your order number;
proof of purchase;
photographs;
video;
photographs of packaging;
batch or lot information; or
other information reasonably required to assess the issue.

Businesses may assess goods before determining the appropriate remedy.

14. Misuse of products

Consumer guarantees may not provide a remedy where a problem has been caused by consumer misuse rather than a defect in the product.

You agree to:

use products according to their instructions;
observe warnings on the packaging;
store products appropriately;
not deliberately alter or contaminate products; and
not use products in a manner that is clearly contrary to their intended use.

Kivelle is not responsible, to the extent permitted by law, for loss caused solely by use contrary to clear product instructions or warnings.

15. Allergies and ingredients

You are responsible for checking ingredient and allergen information before consuming a product.

Do not consume a product if you know or reasonably suspect that you are allergic or hypersensitive to one of its ingredients.

Always check the physical label before consumption because formulations or packaging may be updated.

16. Reviews and user-submitted content

Where you submit a product review, image, video, testimonial, comment or other content to Kivelle, you confirm that:

it reflects your genuine experience;
it is not knowingly false or misleading;
you have the right to submit it;
it does not infringe another person's rights; and
it does not contain unlawful or malicious material.

You grant Kivelle a non-exclusive, worldwide, royalty-free licence to reproduce and display content you voluntarily submit to us for purposes connected with operating and promoting Kivelle, subject to applicable law.

We may moderate or remove submitted content where reasonably necessary to comply with law, platform rules or advertising requirements.

We will not knowingly present fabricated reviews as genuine customer reviews.

This is particularly important for supplement advertising: the TGA states that reviews and social-media comments concerning therapeutic goods can constitute testimonials and advertising, while the ACCC prohibits fake or misleading reviews.

17. Intellectual property

Unless otherwise indicated, website content owned by Kivelle — including branding, logos, original text, graphics, website design and original promotional material — is protected by applicable intellectual-property law.

You may use the website for ordinary personal and shopping purposes.

You must not, without permission:

reproduce substantial parts of our website for commercial purposes;
impersonate Kivelle;
use our branding to falsely imply affiliation;
copy or republish our original marketing materials commercially;
remove copyright or proprietary notices; or
use our intellectual property unlawfully.

Third-party names, trademarks and content remain the property of their respective owners.

18. Prohibited website use

You must not use our website:

for unlawful or fraudulent purposes;
to introduce malware or malicious code;
to attempt unauthorised access to our systems;
to interfere with website security;
to scrape the website in a way that materially disrupts the service;
to send spam;
to violate another person's intellectual-property or privacy rights;
to misrepresent your identity; or
to conduct payment fraud.

We may restrict access where reasonably necessary to protect our website, customers or business.

19. Website availability

We aim to keep the website available and accurate but cannot guarantee uninterrupted or error-free access.

From time to time, the site may be unavailable because of:

maintenance;
technical faults;
hosting problems;
third-party service failures; or
circumstances outside our reasonable control.

We may correct genuine website errors when identified.

20. Third-party services

Our website may rely on third-party services such as:

Shopify;
payment processors;
shipping carriers;
analytics providers; and
advertising platforms.

Those third parties may operate under their own terms and privacy practices.

To the extent permitted by law, Kivelle is not responsible for an independent third party's acts or omissions where those acts are outside our reasonable control.

21. External links

Our website may contain links to third-party websites.

A link does not necessarily mean we endorse all content, representations or practices of the linked website.

You use third-party websites subject to their own terms and policies.

22. Privacy

Personal information is handled in accordance with our Privacy Policy and applicable privacy law.

By using our website, you acknowledge that information may be processed by service providers reasonably necessary to operate the store, process payments, fulfil orders, provide customer support and perform other functions described in our Privacy Policy.

23. Fraud and chargebacks

If you believe a transaction is incorrect, contact us at kivelle.au@gmail.com so we can investigate it.

Nothing in these Terms prevents you from exercising legitimate rights available through your card issuer, payment provider or law.

However, where a chargeback or payment dispute is fraudulent or materially misrepresents a transaction, we may provide relevant order, delivery and communication records to the payment provider in order to contest the dispute.

24. Limitation of liability

Nothing in these Terms excludes or restricts liability where doing so would be unlawful, including liability arising under consumer guarantees that cannot be excluded.

Subject to those rights, Kivelle is not responsible for loss caused solely by:

your unlawful conduct;
your misuse of a product contrary to clear instructions;
inaccurate information knowingly supplied by you;
unauthorised access to your own account caused by your failure to protect your credentials; or
events completely outside our reasonable control,

except to the extent Kivelle is legally responsible for that loss.

To the maximum extent permitted by law, we exclude liability for indirect or special loss that was not reasonably foreseeable and does not arise from a right or guarantee that cannot legally be excluded.

We do not attempt to exclude liability for reasonably foreseeable loss or damage where Australian Consumer Law provides a right to compensation.

25. Your responsibility for unlawful conduct

To the extent permitted by law, you are responsible for loss directly caused to Kivelle by your deliberate unlawful conduct, fraud or material breach of these Terms.

Nothing in this section requires you to compensate Kivelle for loss caused by Kivelle's own negligence, breach or unlawful conduct.

26. Events outside reasonable control

We will not be considered in breach of these Terms solely because performance is temporarily delayed or prevented by circumstances genuinely outside our reasonable control, such as:

natural disasters;
severe weather;
carrier disruption;
government action;
widespread network outages;
industrial action;
war or civil disturbance; or
major supply-chain interruptions.

We will take reasonable steps to minimise disruption.

This clause does not remove any refund, cancellation or other rights you may have under applicable law if an order ultimately cannot be supplied.

27. Suspension or termination of website access

We may suspend or terminate access to the website where reasonably necessary because of:

fraud;
unlawful conduct;
cybersecurity risks;
abuse of our systems; or
material breach of these Terms.

Termination does not remove rights or obligations relating to orders already completed or rights that have already arisen.

28. Changes to these Terms

We may update these Terms from time to time to reflect:

changes to our services;
changes in applicable law;
regulatory requirements;
security requirements; or
reasonable changes to our business operations.

Updated Terms apply prospectively from the date they are published.

Changes will not retrospectively remove rights that already arose under an accepted order.

29. Severability

If a court or other competent authority determines that part of these Terms is unlawful or unenforceable, that part will be treated as removed or limited to the extent necessary.

The remaining Terms will continue to operate where legally possible.

30. No waiver

If we do not immediately enforce a right under these Terms, that does not mean we permanently waive that right.

31. Entire agreement

These Terms, together with our:

Return & Refund Policy;
Shipping Policy;
Privacy Policy; and
any specific terms presented during checkout or with a promotion,

form the terms applying to your purchase and use of the Kivelle website.

Where mandatory law conflicts with these documents, the mandatory law prevails.

32. Governing law

These Terms are governed by the laws of Australia and the laws applicable in the Australian State or Territory in which the Kivelle business is legally established.

Nothing in this section restricts any right you may have to bring a consumer claim in a court or tribunal that has jurisdiction under applicable law.

33. Resolving problems

If you have a problem with an order, we encourage you to contact us first so we have an opportunity to investigate and resolve it.

This does not prevent you from contacting an Australian consumer protection body, exercising rights under the Australian Consumer Law or pursuing any other lawful remedy.

34. Contact

All Kivelle customer-service and legal-policy enquiries should be sent to:

Email: kivelle.au@gmail.com

Kivelle currently provides customer support by email.