Terms of Service
Terms of Service
Effective Date: 19 August 2026
Welcome to our website. By accessing or using this website, browsing our products, or placing an order, you agree to be bound by these Terms of Service.
Please read these Terms carefully before using our website or purchasing any products.
1. Website Use
By using this website, you confirm that you are legally permitted to access and use our website and purchase the products offered on our website.
You agree to provide accurate and complete information when placing an order, including your name, delivery address, email address, and contact information.
We reserve the right to refuse or cancel an order if we identify incorrect information, payment issues, product availability issues, or other circumstances that may prevent us from fulfilling the order.
2. Products and Availability
We make reasonable efforts to ensure that product descriptions, images, prices, and availability displayed on our website are accurate.
However, product availability may change without prior notice. If a product becomes unavailable after you place an order, we will contact you regarding the available options.
We may update, change, or discontinue products, flavours, specifications, and prices at any time.
3. Orders
Once an order has been successfully placed and payment has been confirmed, we will begin processing the order.
Please carefully check your order details before completing your purchase. This includes your product selection, quantity, flavour, name, phone number, email address, and shipping address.
If you need to make a change to your order, please contact us as soon as possible. We cannot guarantee that changes can be made once an order has entered the processing or dispatch stage.
4. Business Hours and Customer Support
Our customer service team is available during our regular business hours:
Monday – Friday: 9:00 AM – 6:00 PM (AEST)
We are generally closed on weekends and Australian public holidays.
Messages received outside our regular business hours will be responded to as soon as possible during the next business day.
For order enquiries, shipping updates, product issues, or other questions, please contact our customer service team through the contact details provided on our website.
5. Order Processing and Shipping
Orders are processed during our regular business days.
Sydney Warehouses: Most of our products are dispatched from our two Sydney warehouses.
Melbourne Warehouse: WALA products are dispatched exclusively from our Melbourne warehouse.
Shipping is generally handled through Australia Post. Estimated delivery times and tracking information are provided in accordance with our Shipping Policy.
For complete information regarding processing times, delivery estimates, warehouses, and tracking, please refer to our Shipping Policy.
6. Product Issues and Customer Support
If you experience any issue with a product or your order, please contact us before taking further action.
We ask customers to provide their order number and, where appropriate, photos or videos showing the issue so that our team can properly review the situation.
We will assess product issues on a case-by-case basis and determine an appropriate solution depending on the circumstances.
7. Refunds and Resolutions
Refunds are handled according to the specific circumstances of each order or product issue.
Depending on the situation, we may offer a refund, replacement, store credit, discount, or another appropriate resolution.
Please contact us first if you experience any problem with your order. We will make reasonable efforts to review the issue and assist you.
8. Pricing and Payment
All prices displayed on our website are subject to change without prior notice.
We reserve the right to correct pricing errors, product information errors, or other inaccuracies on the website.
An order is considered confirmed once payment has been successfully received and the order has been accepted by us.
9. Website Content
All content displayed on this website, including text, product descriptions, images, graphics, logos, and other materials, is provided for the purpose of operating and promoting our website and products.
You may not copy, reproduce, distribute, modify, or use our website content for commercial purposes without our prior permission.
10. Third-Party Services
Our website may use third-party services, including payment providers, shipping providers, and other service providers.
We are not responsible for interruptions, delays, or technical issues caused by third-party services that are outside our reasonable control.
11. Changes to These Terms
We reserve the right to update or modify these Terms of Service when necessary.
Any changes will be posted on this page and will become effective when published.
By continuing to use our website after changes are posted, you agree to the updated Terms of Service.
12. Contact Us
If you have any questions regarding these Terms of Service, your order, payment, shipping, or products, please contact our customer service team during our regular business hours.
We are always happy to assist with questions or concerns regarding your order.