Terms and Conditions

How to get our products

Our products are available online 24/7. And you may place your order on our website, over the phone by calling our sales line on 1300080192; or by completing an order form with any of our sales Reps.

Purchases are on the basis of pay-as-you-go. For post-paid purchases, please contact our sales team on 1300 080 192 or by email on sales@healthladderaustralia.com.au

 

Delivery

How long before you receive your order

We start to process your order within hours of the order being placed and shipment is done as soon as possible.

We expect your order to get to your doorstep within 1 to 5 working days if you live in a metro area but it could take up to 8 working days if you live in a regional area.

 If you have a preferred date of delivery, outside of these timeframes, we would do our best to get your order to you on that date or as near to it as possible.

If you did not receive the product you ordered within the suggested time, it might be because the product was out of stock as at the time your order came through.

You could check the status of your order by logging into your account on our website and looking into your profile. You should also be able to see your booking history as well.

For an order that is taking longer than expected time to arrive, You may please call our Customer Service desk on 1300080192 or send us an email on cs@healthladderaustralia.com.au and we would be glad to give any further information that might be of help.

SAME DAY or EXPRESS DELIVERY could make your order get to you on the same day that you place the order but that might be possible if you live in a selected metro area and would also attract extra cost which we would expect you to take care of. And you would need to call our Customer Service team on 1300 080 192 when the order is placed for a quote on such shipment.

Apart from SAME DAY or EXPRESS DELIVERY, we would bring your orders to your doorstep FREE of charge if your order is $190 or more. But for orders less than $190, you will be expected to pay $7.40 for standard delivery.

By the way, we can deliver your product to an address different to where you live if you so indicate by providing that delivery address as part of the shipment information when you place the order and we would send your invoice to you by email.

 

Descrete Wrapping

We are aware that some customers would want their orders delivered wrapped discretely. So we would endeavour to send orders out discretely wrapped. But this is not guaranteed especially for orders of large sizes. If you want your orders sent out with discrete wrapping, please kindly indicate by ticking the appropriate box when you make the order online. If you order is placed with a sales Rep using an Order form, please indicate on the form that the order should be discretely wrapped. If order is placed over the phone, kindly inform our Sales Rep that you would need your order discretely wrapped. 

Any other special deliverable instructions should be clearly stated when placing your order.

 

Returns 

If you find that the product you ordered arrived damaged or faulty, please call our Customer Service immidiately on 1300 080 192 to report the issue and we could arrange for its pick up. The Customer Service will provide you with a Goods Return Authority (GRA) which you must display on the packaging (NOT DIRECTLY ON THE PRODUCT OR ITS WRAP) on return.

The product will either be replaced or refunds made on the discretion of Health Ladder Australia.

Refunds will be processed using the same payment method that was used for the original purchase. You will need to provide us with a copy of the delivery docket, invoice, or documentation clearly showing proof of purchase.

 

Change-of-mind

If you made an order and you change your mind after the item has been dispatched from our warehouse, it would be ok to send the item back to us if:

-      You notified our Customer Service within 3 days after you receive the item or 14days after the item was dispatched from our warehouse, whichever comes first. And obtain a Goods Return Authority (GRA) which you must display on the packaging (NOT DIRECTLY ON THE PRODUCT OR ITS WRAP) on return.

-      The item is a non-nutritional product.

-     if the product has an expiration (“used by” or “best before”) date that is at least 45days where applicable.

-     You are able to provide the Customer Service with a proof of purchase such as an invoice or a delivery docket

-     The product must have been ordered online and has not be supplied as a backorder

-     The item must be in good condition for sale; without scratches, marks, decolouration or any form or damage that might have compromised its intrinsic or extrinsic value.

-     You agree to pay the cost of returning the item to any of our designated warehouses and the re-shelving cost.

 

Promotional Offers

It’s our intention to make our prices competitive and more affordable than you might find elsewhere. We might also have some products on promotional prices from time to time.

Products on specials would only be available to customers residing in Australia and excludes resellers, wholesalers and retailers. Such products may be advertised on our website but may not necessarily be available to online customers.

Health Ladder Australia reserves the right to modify, limit sale quantities, end (or extend date) of any promotion at any time without notice.

All our prices include GST and are subject to change at any time.

Further terms and conditions for individual product may be made available on our website or by our Customer Service team if called on 1300 080 192

 

Testimonial/Product Review

Health Ladder Australia desires to serve the customer better each time. And your honest feedback is invaluable to us. Health Ladder Australia manages feedback sent in as testimonials on our website, by emails, or by any other method including by phone, and  reserves the right to publish (or not) any part, or the whole, of any such feedback we receive including the whole, or part, of the identy of the sender.

 

 The rights and remedies offered here are an addendum to the rights and remedies offered under the Australian Consumer Law. No part of this Policy excludes, restricts or limits the rights offered you by the Law.

If you have any further concern, please kindly call our customer service team on 1300 080192