Terms of service

Last updated: 26 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, placing 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, guarantee 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 and using products for lawful purposes.

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

2. About our products

Kivelle offers a curated range of products that may include products from different categories and third-party manufacturers or suppliers.

Our range may change over time and may include, for example:

  • health and wellness products;
  • personal-care and beauty products;
  • household or lifestyle products;
  • portable devices and accessories;
  • electrical or battery-powered products;
  • food or consumable products;
  • fitness-related products;
  • medical or health-related devices where lawfully supplied; and
  • other consumer goods.

Different products may be subject to different instructions, warnings, specifications, suitability requirements or regulatory obligations.

You should always review the information provided on the relevant product page and the physical product, packaging and instructions before use.

3. Product information and imagery

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

However, non-material aspects of a product may occasionally vary because of manufacturer, supplier or packaging updates, including:

  • packaging design;
  • label positioning;
  • minor colour differences;
  • accessory appearance;
  • typography;
  • packaging dimensions; or
  • other cosmetic details that do not materially change the product.

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

Nothing in this section limits your rights where a product is materially different from its description or otherwise fails to meet a consumer guarantee under Australian law.

4. Product instructions, warnings and suitability

You are responsible for reading and following all instructions, warnings, labels and safety information supplied with a product.

Products should only be used:

  • for their intended purpose;
  • in accordance with the physical instructions and warnings supplied;
  • using compatible accessories, consumables, medicines or components where applicable; and
  • in accordance with any professional advice that applies to you.

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

If you are uncertain whether a product is suitable for you, contact an appropriately qualified professional before using it.

5. Health, wellness and medical information

Any health, wellness, fitness or medical-related information appearing on the Kivelle website is provided for general product and informational purposes only unless expressly stated otherwise.

Website content does not constitute medical advice, diagnosis, treatment advice or a substitute for advice from an appropriately qualified healthcare professional.

Where a product is used in connection with a medical condition, medication, treatment plan, dietary requirement or other health matter, you should seek appropriate professional guidance where necessary.

Kivelle does not guarantee any individual medical, health, fitness, cosmetic, performance, wellness or lifestyle outcome unless such a guarantee is expressly required by law.

Individual experiences may vary.

6. Regulated products

Some products may be subject to additional Australian regulatory requirements depending on their classification and intended use.

This can include products regulated as:

  • therapeutic goods;
  • medical devices;
  • foods;
  • cosmetics;
  • electrical products; or
  • other regulated consumer goods.

Where applicable, product claims, advertising, supply and instructions will be subject to the laws applying to that particular product category.

Nothing displayed on the website should be interpreted as permitting a product to be used for an unlawful or unapproved purpose.

7. Orders

Submitting an order does not necessarily mean that Kivelle has accepted it.

An automated order confirmation confirms that we have received your order request.

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

  • a product is unavailable;
  • payment cannot be authorised;
  • information supplied appears incorrect;
  • suspected fraud is identified;
  • an obvious pricing or website error has occurred;
  • fulfilling the order would breach applicable law;
  • shipping restrictions prevent lawful fulfilment; 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.

8. Pricing

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

Taxes will be treated as required by applicable law.

We may change prices at any time for future purchases.

A later price change does not alter the price of an order that has already been validly accepted, except where required by law or where an obvious pricing error is identified before fulfilment.

Promotional prices, bundles and discounts may be subject to additional conditions displayed with the offer.

9. Payment

You agree to pay the total amount displayed during checkout for your order.

Payments may be processed by third-party payment providers.

We do not control your bank, card issuer, Buy Now Pay Later provider or other third-party payment provider and are not responsible for delays or failures caused solely by those providers.

We may conduct reasonable fraud-prevention and payment-verification checks.

10. Promotions, bundles and discount codes

Promotional codes and offers:

  • may have expiry dates;
  • may apply only to selected products;
  • may be restricted to particular customers;
  • may require a minimum spend;
  • may have quantity limits;
  • may not be combined with other promotions unless stated otherwise; and
  • may be withdrawn for future orders.

Promotions cannot be redeemed for cash unless required by law.

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

Bundle, multi-buy and quantity pricing may change as promotions change.

11. Shipping and delivery

Our Shipping Policy forms part of these Terms.

Delivery dates and timeframes shown on our website are estimates unless expressly stated otherwise.

Delivery may be affected by matters outside our reasonable control, including:

  • carrier delays;
  • severe weather;
  • transport disruptions;
  • public holidays;
  • customs or border processing;
  • supply-chain interruptions; or
  • incorrect delivery information.

Nothing in this section removes any rights you have where goods are not supplied within an agreed or reasonable period under applicable law.

12. Delivery information provided by you

You are responsible for checking that your:

  • full name;
  • email address;
  • shipping address;
  • apartment or unit number;
  • postcode;
  • contact details; and
  • other delivery information

are correct before submitting an order.

If you discover an error, contact us as soon as possible at kivelle.au@gmail.com.

We cannot guarantee that details can be changed once fulfilment has begun.

Where an order is returned because customer-supplied delivery information was incomplete or incorrect, or because a parcel was not collected, reasonable additional shipping charges may apply if you ask for the parcel to be resent.

This does not affect rights arising from an error for which Kivelle is legally responsible.

13. Authority to leave and delivered parcels

Where you expressly authorise a carrier to leave a parcel without obtaining 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 section excludes liability that cannot lawfully be excluded.

If tracking states that your order has been delivered but you cannot locate it, contact us so the circumstances can be investigated.

14. Returns, refunds and change of mind

Our Return & Refund Policy forms part of these Terms.

Kivelle does not offer returns, exchanges or refunds merely because you change your mind.

This may include circumstances where you:

  • no longer want or need the product;
  • order the wrong item, quantity, colour, variant or model;
  • find the product cheaper elsewhere;
  • dislike a subjective characteristic such as colour, scent, flavour, texture or appearance;
  • decide the product does not suit your preferences; or
  • do not experience a particular personal or expected result.

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

Your previous Terms also correctly preserved these ACL protections rather than attempting to contract out of them.

15. Australian Consumer Law

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

Where applicable, you may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage.

You may also be entitled to have goods repaired or replaced where they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing elsewhere in these Terms overrides mandatory consumer rights.

16. Faulty, damaged, unsafe or incorrect goods

If you believe a product is faulty, damaged, unsafe, materially incorrect or otherwise fails to comply with an applicable consumer guarantee, contact:

kivelle.au@gmail.com

We may reasonably request information including:

  • your order number;
  • proof of purchase;
  • photographs;
  • video;
  • photographs of packaging;
  • serial, model, batch or lot information where applicable; or
  • other information reasonably required to assess the issue.

We may need to assess a product before determining the appropriate remedy.

17. Product misuse

Consumer guarantees may not provide a remedy where a problem was caused by consumer misuse rather than a product defect.

You agree to:

  • use products only for their intended purpose;
  • follow supplied instructions;
  • observe safety warnings;
  • store products appropriately;
  • use only appropriate or compatible accessories and components;
  • not deliberately alter, misuse, contaminate or damage products; and
  • stop using a product where continuing to use it would clearly be unsafe.

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

18. Consumables, personal-care and hygiene products

Where applicable, you are responsible for reviewing ingredient, allergen, compatibility and safety information before using or consuming a product.

Do not consume or use a product if you know or reasonably suspect that you are allergic or hypersensitive to an ingredient or material it contains.

Always review the physical product label before consumption or use because formulations, components or packaging may change.

Opening or using a product does not remove any consumer rights that cannot legally be excluded.

19. Electrical, battery-powered and device products

Where a product is electrical, rechargeable, battery-powered or includes electronic components, you must follow the supplied charging, storage, maintenance and operating instructions.

Do not use damaged charging equipment or accessories that are clearly incompatible with the product.

Where a product contains rechargeable batteries, keep it away from conditions or uses expressly prohibited in the supplied instructions.

This section does not limit your rights where an electrical or electronic product is faulty or unsafe.

20. Product warranties

Some products may be supplied with an express manufacturer, supplier or Kivelle warranty.

Any express warranty is in addition to, and does not replace or limit, rights available under Australian Consumer Law.

Warranty periods, exclusions and claim procedures may differ between products and will be stated on the relevant product page, packaging or warranty material where applicable.

21. Reviews and user-submitted content

If you submit a review, photograph, 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, defamatory or malicious material.

You grant Kivelle a non-exclusive, worldwide, royalty-free licence to reproduce and display content you voluntarily submit for purposes reasonably 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.

22. Intellectual property

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

You may use the website for ordinary personal shopping purposes.

You must not, without permission:

  • commercially reproduce substantial parts of the website;
  • impersonate Kivelle;
  • use our branding to falsely imply affiliation;
  • commercially copy or republish our original marketing material;
  • remove copyright or proprietary notices; or
  • otherwise use our intellectual property unlawfully.

Third-party trademarks, product names, photographs and other intellectual property remain the property of their respective owners.

23. Prohibited website use

You must not use the Kivelle website:

  • for unlawful or fraudulent purposes;
  • to introduce malware or malicious code;
  • to attempt unauthorised access to systems or accounts;
  • to interfere with website security;
  • to materially disrupt the website through automated scraping or similar activity;
  • to send spam;
  • to violate intellectual-property or privacy rights;
  • to misrepresent your identity; or
  • to conduct payment fraud.

We may restrict access where reasonably necessary to protect Kivelle, our customers or our systems.

24. Website availability and errors

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

The website may occasionally be unavailable because of:

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

We may correct genuine website, product-information or pricing errors when identified.

25. Third-party services

Our website and business operations may rely on third-party services including:

  • Shopify;
  • payment providers;
  • shipping and logistics providers;
  • fulfilment providers;
  • email and customer-support services;
  • analytics providers;
  • advertising platforms; and
  • other technology providers.

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

To the extent permitted by law, Kivelle is not responsible for independent third-party acts or omissions that are outside our reasonable control.

26. External links

Our website may contain links to third-party websites or platforms.

A link does not necessarily mean that Kivelle endorses all content, representations, products or practices of that third party.

Your use of third-party websites is subject to their own terms and policies.

27. 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 website;
  • process payments;
  • fulfil and deliver orders;
  • provide customer support;
  • prevent fraud;
  • provide analytics; and
  • perform other functions described in our Privacy Policy.

28. Fraud and chargebacks

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

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

Where a chargeback or payment dispute is fraudulent or materially misrepresents a transaction, we may provide relevant order, delivery, payment and communication records to the relevant provider when contesting the dispute.

29. 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 legally be excluded.

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

  • deliberate misuse contrary to clear instructions;
  • unlawful conduct by the customer;
  • inaccurate information knowingly supplied by the customer;
  • unauthorised access caused by the customer's failure to protect their own 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 consumer right or guarantee that cannot legally be excluded.

We do not attempt to exclude liability for reasonably foreseeable loss or damage where applicable law provides a right to compensation.

30. 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.

31. 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, including:

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

We will take reasonable steps to minimise disruption.

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

32. Suspension or termination of website access

We may suspend or restrict website access where reasonably necessary because of:

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

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

33. Changes to products or product range

Kivelle may add, discontinue, replace or change products offered through the website at any time.

Products may also become temporarily unavailable.

We do not guarantee that any particular product, variant, price or promotion will remain available indefinitely.

Changes to our future product range do not alter rights that have already arisen in relation to an accepted order.

34. Changes to these Terms

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

  • changes to our product range;
  • 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.

35. Severability

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

The remaining Terms will continue to operate where legally possible.

36. No waiver

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

37. Entire agreement

These Terms, together with our:

  • Return & Refund Policy;
  • Shipping Policy;
  • Privacy Policy;
  • product-specific instructions or warranty terms where applicable; and
  • any specific terms presented during checkout or with a promotion,

form the terms applying to purchases and use of the Kivelle website.

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

38. Governing law

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

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

39. Resolving problems

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

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

40. Contact

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

Email: kivelle.au@gmail.com

Kivelle currently provides customer support by email.