TERMS OF SERVICE

2. Terms of Service

RELUXA — Terms of Service · Last updated: 6 August 2026

2.1 About these terms

These Terms of Service govern your use of reluxa.com.au and everything you buy from us. They form a legally binding contract between you and RELUXA (ABN 24 862 415 799).

Please read them. We have written them to be read — in plain English, without the wall of capital letters that usually signals a business hoping you will not bother.

By using our website, creating an account, or placing an order, you agree to these terms. If you do not agree, please do not use the site or order from us.

These terms incorporate the following documents, each of which forms part of your agreement with us:

  • Privacy Policy

  • Cookie Policy

  • Shipping Policy

  • Returns & Refund Policy

  • Warranty Policy

  • Medical Disclaimer

  • Website Disclaimer

  • Payment Policy

  • Subscription Policy

  • Intellectual Property Policy

If there is any inconsistency between these Terms of Service and another policy, these Terms of Service prevail — except in relation to health, safety and regulatory matters, where the Medical Disclaimer prevails, and in relation to personal information, where the Privacy Policy prevails.

2.2 The most important clause in this document

Nothing in these terms, or in any other RELUXA policy, excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) or any other law that cannot lawfully be excluded.

Where any provision of these terms would have that effect, it does not apply to you, and the rest of the terms continue to operate.

We have put this at the front rather than in the footnotes because it is the clause that matters most to you.

2.3 Definitions

In these terms:

  • “RELUXA”, “we”, “us”, “our” means RELUXA, ABN 24 862 415 799.

  • “You”, “your” means the person using our website or placing an order.

  • “Product” means the RELUXA Recovery Wrap and any other goods we offer for sale.

  • “Order” means an offer by you to purchase a Product.

  • “Website” means reluxa.com.au and any associated pages, subdomains and checkout.

  • “ACL” means the Australian Consumer Law.

  • “Guarantee” means the RELUXA 90-Day Guarantee described in the Returns & Refund Policy.

  • “Consumer” has the meaning given in section 3 of the ACL.

2.4 Eligibility

To place an order, you must:

  • be at least 18 years of age;

  • have the legal capacity to enter into a binding contract;

  • provide accurate, current and complete information; and

  • use a payment method you are lawfully entitled to use.

If you are purchasing on behalf of a business or another person, you warrant that you are authorised to do so and that you accept these terms on their behalf as well as your own.

If you are buying the Product as a gift for someone else, please make sure they read the Medical Disclaimer and the instructions for use before they use it.

2.5 How a contract is formed

This section matters, because it determines when we are locked in.

  1. Product listings on our Website are an invitation to treat, not an offer. Nothing on the Website obliges us to sell you anything.

  2. When you place an order and pay, you are making an offer to buy the Product on these terms.

  3. We will send you an order acknowledgement by email. This confirms we have received your order. It is not acceptance.

  4. A binding contract is formed only when we dispatch the Product and send you a dispatch confirmation, or when we expressly accept your order in writing — whichever happens first.

  5. Where an order contains multiple items, a separate contract is formed for each item as it is dispatched.

Until we dispatch, we may decline your order for any of the following reasons:

  • the Product is unavailable, or our manufacturing partner cannot supply it;

  • there was a pricing, description or specification error (see clause 2.7);

  • we could not obtain authorisation for your payment;

  • our fraud screening flagged the order and we could not resolve it (see clause 2.14);

  • the delivery address is outside an area we can service, or is invalid;

  • we reasonably believe the order is for resale, commercial redistribution, or an unauthorised reseller (see clause 2.6);

  • we reasonably believe the order breaches these terms or any law; or

  • supplying the order would place us in breach of therapeutic goods, export control, sanctions or customs law.

If we decline your order, we will refund you in full, promptly, to your original payment method. You will not be charged. We will tell you why, unless doing so would compromise a fraud investigation.

2.6 Purchases for personal use; no resale

The RELUXA Recovery Wrap is sold for personal, domestic and household use.

You must not, without our prior written consent:

  • purchase Products for the purpose of resale, whether online or in a physical store;

  • list, advertise or sell Products on any marketplace, including but not limited to eBay, Amazon, Catch, Facebook Marketplace or Gumtree;

  • hold yourself out as an authorised RELUXA stockist, distributor, reseller or agent;

  • rent, lease or hire out the Product to others;

  • use the Product in a commercial setting — including a clinic, gym, salon, spa, physiotherapy practice or any premises where it is used on paying clients or by multiple users — unless we have expressly agreed in writing; or

  • purchase in quantities that are, in our reasonable view, inconsistent with personal use.

We may limit order quantities, refuse orders, or cancel orders that we reasonably believe breach this clause.

This matters for more than commercial reasons. The Product is a medical device supplied for individual use. Commercial and multi-user use falls outside its intended purpose, voids the manufacturer’s warranty (see the Warranty Policy), and may create regulatory obligations that you, not we, would be responsible for.

2.7 Pricing, GST and pricing errors

Currency and tax. All prices are shown in Australian Dollars (AUD) and include GST where GST applies. The price payable is the price displayed at the time you place your order.

What is included. Shipping within Australia is free and included in the displayed price. There are no handling fees, surcharges or hidden costs added at checkout for Australian orders. For international orders, see clause 2.8 and the Shipping Policy.

Promotional and founders pricing. Where we advertise a promotional price, a “was” price or a saving, that comparison is genuine. The stated regular price is a price at which the Product is or has genuinely been offered. We do not run fabricated discounts, invented recommended retail prices, or “was” prices that never existed.

Price changes. We may change our prices at any time. A price change does not affect an order already placed and paid for.

Pricing and description errors. We take care with our Website, but errors happen — a typo, a mispriced variant, a currency error, a technical fault.

  • If a Product is listed at an incorrect price and the error is obvious and could reasonably have been recognised by you as an error, we are not obliged to supply at that price.

  • Where we identify a pricing or description error before dispatch, we will contact you, tell you the correct price or description, and give you the choice of proceeding at the correct price or cancelling for a full and immediate refund. We will not simply charge you more without asking.

  • Where we have already dispatched at an incorrect price, we will honour it. We do not chase customers for money after the fact.

This clause does not permit us to engage in misleading conduct, and nothing in it displaces sections 18 or 29 of the ACL.

2.8 Availability, made-to-order supply and international orders

Made to order. The RELUXA Recovery Wrap is manufactured to order rather than held in bulk warehouse stock. Availability and lead times are set out in the Shipping Policy.

Stock representations. Where we display a quantity remaining, that figure reflects our genuine current production allocation at that price. We do not display fabricated scarcity, resetting counters, or artificial countdown timers.

Discontinuation. We may change, limit or discontinue any Product at any time. Where we do so after you have paid but before dispatch, we will refund you in full.

International orders. We currently ship within Australia. We may accept international orders by arrangement. Where we do:

  • prices may be quoted exclusive of the destination country’s taxes and duties;

  • you are the importer of record and are responsible for all customs duties, import taxes, GST or VAT equivalents, brokerage and clearance fees imposed by the destination country;

  • you are responsible for ensuring the Product may lawfully be imported into and used in your country. Regulatory approval in Australia does not mean the Product is approved elsewhere, and the ARTG listing and CE certification do not constitute regulatory clearance in every jurisdiction;

  • where a parcel is refused, abandoned or returned because duties were unpaid or import was not permitted, we may deduct the actual outbound and return shipping costs from any refund;

  • delivery timeframes for international orders are estimates only and are materially affected by customs; and

  • some clauses of these terms, including the 90-Day Guarantee, may be varied for international orders. Where they are, we will tell you before you order.

2.9 Product information, images and specifications

We describe the Product as accurately as we can. Specifications, dimensions, weights, colours, materials and battery performance are approximate and may vary within normal manufacturing tolerances.

Images are representative. Colours may appear differently on different screens, and photography may not reflect exact scale.

Where we improve or update the Product, we may supply a version with minor changes to specification, provided it is of equivalent or better quality and performs the same function.

Statements about how the Product works, what it is used for, and what it is and is not intended to do are governed by the Medical Disclaimer. Statements about the accuracy of website content generally are governed by the Website Disclaimer.

2.10 Your account

You may create an account. If you do:

  • you are responsible for keeping your login details confidential;

  • you are responsible for all activity that occurs under your account;

  • you must notify us immediately at hello@reluxa.com.au if you suspect unauthorised access;

  • you must not share, sell or transfer your account; and

  • you must not create an account using another person’s identity or a false identity.

We may suspend or close an account that we reasonably believe has been used fraudulently, used to breach these terms, used to abuse our Guarantee, or used to harass or abuse us or our partners. Where we do so, we will tell you why and, if you have a live order, we will either fulfil it or refund it.

Closing your account does not affect an existing order, your ACL rights, your Guarantee rights or your warranty rights.

2.11 Acceptable use of our Website

You must not:

  • use the Website for any unlawful purpose, or in breach of any Australian law;

  • attempt to gain unauthorised access to the Website, our systems, or any account;

  • introduce malware, viruses, or any harmful code;

  • use automated means — bots, scrapers, spiders, harvesters — to access, copy or monitor the Website, except for legitimate search engine indexing;

  • attempt to circumvent, disable or interfere with security features, rate limits or access controls;

  • place fraudulent, speculative or bad-faith orders;

  • impersonate RELUXA, our founder, or any other person;

  • copy, reproduce or republish our content except as permitted by the Intellectual Property Policy;

  • submit false, defamatory, misleading or unlawful reviews, testimonials or content;

  • make therapeutic claims about the Product on our behalf, or represent yourself as speaking for RELUXA;

  • reverse engineer, disassemble or attempt to derive the design of the Product, except to the extent this cannot lawfully be prohibited; or

  • use the Website in any way that damages, disables or impairs it, or interferes with anyone else’s use of it.

We may suspend or terminate your access for a breach of this clause, and we may report serious breaches to the police or the relevant authority.

2.12 Reviews, testimonials and content you submit

We would like your honest review. We will publish it as you wrote it — including the ones we do not enjoy.

If you submit a review, testimonial, photograph, video or other content to us or to our Website:

  • you confirm it is your own genuine experience and your own original content, or that you have the right to give it to us;

  • you confirm it is not false, misleading, defamatory, or in breach of anyone else’s rights;

  • you grant us a non-exclusive, royalty-free, worldwide, perpetual, irrevocable licence to use, reproduce, adapt, publish, display and distribute that content in connection with RELUXA and its marketing, in any medium;

  • you agree we may edit for length, spelling and formatting, but not in a way that changes the substance or the sentiment of what you said;

  • you waive any moral rights you have in the content to the extent permitted by law, though we will credit you by first name and location unless you ask us not to;

  • you agree we may decline to publish, or remove, any content at our discretion; and

  • you acknowledge that we do not pay for reviews, do not offer incentives in exchange for positive reviews, and do not filter out negative reviews.

Please do not include clinical claims in a review. If your review states or implies that the Product diagnoses, cures or prevents a disease, we may need to decline to publish it or publish it without that statement, because publishing it would breach therapeutic goods advertising law. That is a legal constraint on us, not a judgement about your experience.

Further detail is in the Intellectual Property Policy.

2.13 Payment

Accepted payment methods, authorisation, currency, security and refunds are set out in the Payment Policy, which forms part of these terms.

In summary: payment is due in full at the time of order; title in the Product does not pass to you until we have received payment in full; and risk passes on delivery in accordance with the Shipping Policy.

2.14 Fraudulent orders and chargebacks

Fraud screening. All orders are screened for fraud using Shopify’s fraud analysis tools and our own checks. Where an order is flagged, we may:

  • delay dispatch while we verify it;

  • contact you to confirm your identity, your billing address, or your authority to use the payment method;

  • request reasonable additional verification; or

  • cancel the order and refund the payment method used.

We will act reasonably and quickly. We will not hold your money while we make up our minds.

If you believe a payment was made fraudulently using your card, contact us immediately at hello@reluxa.com.au as well as your bank. We will assist any legitimate investigation and we will not obstruct a genuine fraud claim.

Chargebacks. If you have a problem with an order, please contact us first. We have a 90-Day Guarantee that requires nothing back from you and involves no argument. There is almost never a reason to go to your bank instead of emailing us.

Where a chargeback is raised:

  • we will respond to the payment provider with the order records, delivery confirmation, correspondence and policy terms;

  • we may suspend further orders from the same account, card or address while the dispute is on foot;

  • where a chargeback is raised and we have already refunded the same order, we will pursue recovery of the duplicated amount;

  • where a chargeback is determined to have been raised fraudulently or in bad faith, we may recover the amount and our reasonable costs, and may report the matter; and

  • we may decline to supply you in future.

None of this restricts your genuine right to dispute a transaction, or your rights under the ACL, the ePayments Code, or your card scheme’s rules. This clause is directed at fraud and abuse, not at customers with a legitimate complaint.

2.15 Abuse of the 90-Day Guarantee

Our Guarantee is deliberately generous: a full refund, you keep the device, nothing to post back. That generosity depends on it being used in good faith.

We may decline a Guarantee claim, or decline to supply you in future, where we reasonably believe:

  • the same person or household has claimed the Guarantee on multiple orders;

  • orders have been placed using different names, emails or addresses to claim the Guarantee repeatedly;

  • the claim is part of a pattern of ordering devices with the intention of obtaining them free of charge; or

  • the Product has been resold after a Guarantee refund was paid.

Where we decline a claim under this clause, we will tell you in writing and explain why, and your rights under the ACL are unaffected — if the Product is faulty, not fit for purpose, or not as described, you retain every remedy the ACL gives you regardless of anything in this clause.

2.16 Health, safety and regulatory matters

The Product is a Class IIa medical device included in the Australian Register of Therapeutic Goods (ARTG 452667).

All statements about intended purpose, contraindications, safe use, results, medical advice and regulatory status are set out in the Medical Disclaimer, which forms part of these terms and which prevails over anything inconsistent elsewhere.

You must read the instructions for use supplied with your device before your first session, and follow them. Failure to do so may affect your warranty rights and, more importantly, may be unsafe.

2.17 Limitation of liability

This clause is subject in every respect to clause 2.2. Please read clause 2.2 first.

(a) Nothing is excluded that cannot be excluded.

Nothing in these terms excludes, restricts or modifies:

  • any consumer guarantee under the ACL;

  • any liability for death or personal injury caused by our negligence;

  • any liability for fraud or fraudulent misrepresentation; or

  • any other liability that cannot lawfully be excluded or limited.

(b) Where our liability can lawfully be limited, it is limited.

To the maximum extent permitted by law, and subject to paragraph (a), our total aggregate liability to you arising out of or in connection with these terms, your order, the Product, or your use of the Website — whether in contract, tort (including negligence), under statute, or otherwise — is limited to the amount you actually paid for the Product giving rise to the claim.

(c) Non-consumer and commercial purchasers.

Where you acquire a Product that is not of a kind ordinarily acquired for personal, domestic or household use or consumption, and you did not acquire it for personal, domestic or household use, our liability for breach of a consumer guarantee is limited, at our option, to:

  • replacement of the Product or supply of an equivalent Product;

  • repair of the Product;

  • payment of the cost of replacing the Product or acquiring an equivalent Product; or

  • payment of the cost of having the Product repaired.

This limitation is made under section 64A of the ACL. It does not apply where it would not be fair or reasonable for us to rely on it.

(d) Consequential and indirect loss.

To the maximum extent permitted by law, and subject to paragraph (a), we are not liable for any:

  • indirect, special, incidental, punitive or consequential loss;

  • loss of profit, revenue, business, opportunity, goodwill or anticipated savings;

  • loss of or corruption of data; or

  • loss arising from business interruption,

however caused, and whether or not we were advised of the possibility of that loss.

(e) Matters outside our control.

Subject to paragraph (a), we are not liable for loss or damage arising from:

  • your failure to follow the instructions for use;

  • use of the Product other than for its intended purpose;

  • unauthorised modification, repair or opening of the Product;

  • use of a charger, cable or power source not supplied or approved by us;

  • accidental damage, misuse, neglect or abuse of the Product;

  • normal wear and tear;

  • a pre-existing medical condition, or a decision you made about your health in reliance on our Website rather than on a healthcare professional’s advice;

  • delay or failure by a third-party carrier, payment provider or platform; or

  • an event of force majeure under clause 2.18.

(f) Website availability.

We do not warrant that the Website will be uninterrupted, error-free, secure, or free of viruses. To the maximum extent permitted by law, and subject to paragraph (a), we are not liable for loss arising from the Website being unavailable or from any error, omission or defect in it.

(g) Reasonableness.

You acknowledge that the limitations in this clause are reasonable having regard to the price of the Product, the nature of the risks involved, and the fact that we offer a 90-Day Guarantee that returns your money without requiring you to prove anything.

2.18 Indemnity

To the maximum extent permitted by law, you indemnify us against any loss, damage, cost, expense or liability (including reasonable legal costs) we reasonably incur arising from:

  • your breach of these terms;

  • your fraudulent, unlawful or wilfully wrongful conduct;

  • your use of the Product in a way that is contrary to the instructions for use or its intended purpose;

  • your commercial or multi-user use of the Product in breach of clause 2.6;

  • any content you submit to us that infringes a third party’s rights or breaches any law; or

  • any claim by a third party arising from your use or supply of the Product to them.

This indemnity does not apply to the extent the loss was caused or contributed to by us, and it does not apply to any liability we have to you under the ACL. It is reduced proportionately to the extent our own acts or omissions contributed to the loss.

2.19 Force majeure

We are not liable for any failure or delay in performing our obligations where that failure or delay is caused by an event beyond our reasonable control, including:

  • natural disaster, flood, cyclone, bushfire, storm or earthquake (including the events Queensland is periodically subject to);

  • epidemic, pandemic, or public health order;

  • war, terrorism, civil unrest, or sabotage;

  • government action, embargo, sanction, border closure, customs delay, or a change in law;

  • industrial action, including at ports, airports or carriers;

  • failure or interruption of power, telecommunications, internet, or a third-party platform such as Shopify;

  • cyber attack, ransomware or denial of service affecting us or our suppliers;

  • failure or shortage in the supply chain, including component shortage or manufacturing plant closure; or

  • carrier failure, freight capacity shortage, or transport disruption.

If a force majeure event occurs, we will tell you as soon as reasonably practicable and keep you informed. Our obligations are suspended for the duration of the event.

If the event continues for more than 30 days, either you or we may cancel the affected order, and we will refund you in full. We will not keep your money because something outside everyone’s control went wrong.

Force majeure does not excuse us from a refund obligation, and it does not affect your rights under the ACL.

2.20 Intellectual property

All intellectual property in the RELUXA name, logo, product design, website, photography, video, copy and content is owned by or licensed to us. Your rights and obligations in relation to it are set out in the Intellectual Property Policy, which forms part of these terms.

2.21 Privacy

Our handling of your personal information is governed by the Privacy Policy and the Cookie Policy, which form part of these terms.

2.22 Suspension and termination

We may suspend or terminate your access to the Website and your account, and decline to supply you, where you have materially breached these terms, engaged in fraud, abused our Guarantee, or where we are required to by law.

Termination does not affect:

  • any order already dispatched;

  • your rights under the ACL;

  • your rights under the 90-Day Guarantee in respect of a Product already delivered;

  • your warranty rights; or

  • any clause that by its nature survives termination, including clauses 2.14, 2.17, 2.18, 2.20, 2.23 and 2.24.

2.23 Dispute resolution

We would much rather sort a problem out than argue about it.

Step 1 — Talk to us. Email hello@reluxa.com.au setting out what has gone wrong and what you would like us to do. We will acknowledge within 2 business days and respond substantively within 10 business days.

Step 2 — Escalate internally. If our first response does not resolve it, tell us and ask for the matter to be reviewed. That review is done by the founder personally.

Step 3 — Negotiate in good faith. Both parties agree to negotiate in good faith for 21 days from the date the dispute is first notified in writing.

Step 4 — Mediation. If the dispute is still unresolved, either party may refer it to mediation administered by the Australian Disputes Centre or a mediator agreed between us, conducted in Brisbane, Queensland, with each party bearing its own costs and sharing the mediator’s fee equally.

Step 5 — Legal proceedings. Neither party may commence proceedings in relation to a dispute until Steps 1 to 4 have been attempted — except where a party seeks urgent interlocutory or injunctive relief, or where a limitation period is about to expire.

Nothing in this clause prevents you from:

  • making a complaint to the Queensland Office of Fair Trading (13 QGOV / 13 74 68, or qld.gov.au/fairtrading);

  • making a complaint to the Australian Competition and Consumer Commission (accc.gov.au);

  • making a complaint to the Office of the Australian Information Commissioner about a privacy matter;

  • reporting a concern about a medical device to the Therapeutic Goods Administration (tga.gov.au);

  • lodging a claim in the Queensland Civil and Administrative Tribunal (QCAT) or any court of competent jurisdiction; or

  • exercising any right you have under the ACL.

We will not treat you as being in breach of these terms for taking any of those steps.

2.24 Governing law and jurisdiction

These terms are governed by the laws of Queensland, Australia, and the Commonwealth of Australia where applicable.

You and we submit to the non-exclusive jurisdiction of the courts of Queensland and the courts competent to hear appeals from them.

We have made this jurisdiction non-exclusive deliberately. If you live in another State or Territory, you are not forced to travel to Queensland to bring a claim, and you retain access to the small claims tribunal or court in your own jurisdiction.

If you are an international customer, the laws of Queensland apply to your purchase, but this does not deprive you of the protection of any mandatory consumer protection law in your country of residence that cannot be excluded by agreement.

2.25 General

Entire agreement. These terms and the incorporated policies are the entire agreement between us in relation to your order, and supersede any prior representation, unless that representation was made by us in writing and relied on by you.

Severability. If any provision is held to be void, illegal or unenforceable, it is severed to the minimum extent necessary and the rest of the terms continue in force.

No waiver. If we do not enforce a right, that is not a waiver of it. A waiver is only effective if given by us in writing.

Assignment. You may not assign your rights under these terms without our written consent. We may assign or novate our rights and obligations to a purchaser of the business, provided your rights are not reduced.

No agency. Nothing in these terms creates a partnership, joint venture, agency or employment relationship.

Notices. Notices to us go to hello@reluxa.com.au. Notices to you go to the email address on your order or account. A notice by email is taken to be received on the business day it is sent, unless the sender receives a delivery failure.

Variation. We may amend these terms. The current version is always published at reluxa.com.au. Amendments take effect from publication and do not apply retrospectively to an order already placed — the terms that apply to your order are the terms in force when you placed it. Where an amendment is material, we will give notice by email or prominent website notice.

Language. These terms are written in English. Any translation is provided for convenience and the English version prevails.

Survival. Clauses 2.2, 2.12, 2.14, 2.17, 2.18, 2.20, 2.23, 2.24 and 2.25 survive termination or expiry.