This policy applies to retail orders placed through the Healla website.
Wholesale, practitioner, trade, white-label, bulk supply, and custom manufacturing orders are handled under separate written terms, quotes, invoices, or supply agreements.
Retail orders are processed within 1–2 business days, excluding weekends and public holidays.
If there is any delay in processing your order, or if an item becomes unavailable after purchase, we will notify you by email.
Once your order has been dispatched, tracking details will be sent to the email address provided at checkout. All Healla shipments are sent with tracking where available.
Healla operates through an Australia–India fulfilment structure.
Retail orders within Australia, New Zealand, and selected Oceania regions are dispatched from our Australian distribution base.
Retail orders outside Australia, New Zealand, and Oceania are dispatched from our India manufacturing and distribution hub using FedEx, DHL, or another suitable international courier service.
This structure allows Healla to serve customers across regions while keeping production, storage, fulfilment, and dispatch aligned with the relevant market.
Shipping charges are calculated at checkout based on your order weight, delivery address, dispatch region, and available shipping options.
An accurate shipping estimate will be shown before your order is confirmed, once your delivery address has been entered.
Shipping rates, regions, carriers, and fulfilment options may be updated as our product range and fulfilment structure expands.
Delivery times depend on the destination, courier network, customs clearance, biosecurity checks, seasonal demand, weather conditions, public holidays, and events outside our control.
Healla is not responsible for delays caused by Australia Post, courier services, international freight providers, customs, biosecurity, import checks, weather events, public holidays, or other carrier-related delays.
If your order has not arrived within a reasonable timeframe, or if your tracking information shows an issue, please contact us so we can assist with follow-up.
For international retail orders, customers are responsible for ensuring the products ordered are permitted for import into their country.
Customs duties, taxes, import charges, inspection fees, clearance charges, and any destination-country costs are the responsibility of the customer unless otherwise stated at checkout.
Healla is not responsible for delays, refusals, seizures, return charges, or additional costs caused by customs, import restrictions, local regulations, unpaid duties, failed delivery, non-collection, or incorrect customer-provided information.
If an international order is returned to us due to unpaid duties, customs refusal, incorrect address details, failed delivery, or customer non-collection, any refund, credit, or resend option will be assessed after deducting shipping costs, return charges, carrier fees, handling costs, and any unrecoverable costs.
Please ensure your shipping details are complete and accurate before placing your order.
If an order is delayed, lost, or returned because incorrect or incomplete information was provided at checkout, Healla is not responsible for the loss or delay.
If the parcel is returned to us and can be resent, additional shipping charges will apply.
Customers are responsible for reviewing ingredients, usage instructions, warnings, and suitability before purchasing or using any Healla product.
Individual reactions, sensitivities, taste preferences, scent preferences, texture preferences, or suitability concerns are not treated as product faults unless the product is defective, misdescribed, contaminated, unsafe, or otherwise fails to meet applicable legal guarantees.
If you have allergies, medical conditions, pregnancy-related concerns, or are using medication, please seek appropriate professional advice before using food, herbal, oil, skin care, or wellness products.
Sale items, discounted products, bundles, promotional items, and limited-release products are final sale for change-of-mind purposes.
If a sale or promotional item arrives damaged, incorrect, incomplete, or otherwise requires a remedy under applicable consumer law, we will assess the issue in accordance with this policy.
Businesses cannot remove mandatory consumer rights through “no refund” wording, so this section must stay tied to change-of-mind only.