Terms of service

Shipping And Delivery  

• We ship internationally.   
• We aim to process and ship Orders within 7-14 days (dependant on stock levels) of the Order being placed.   
• When placing an Order, you agree that it is your responsibility to provide accurate information to us. Where inaccurate delivery information is provided, you agree that a redelivery fee may apply and is payable by you.   
• Any date or period of time given by us in relation to the processing and shipping of an order (either in these Terms or otherwise) is intended as an estimate only and may be subject to change. You agree that we are not responsible for any Loss suffered by you where an Order is not processed or delivered within the estimated time frame. We will notify you via email if there are any significant processing or delivery delays in relation to your Order.   
• All purchases are posted via suitable delivery partners as determined by us from time to time. You are responsible for paying shipping costs unless we offer you free shipping. Shipping costs will be outlined at the checkout prior to payment.   
• If the designated delivery address for your Order is located outside Australia, you agree that you are responsible for all import duties, taxes and tariffs levied by the relevant country’s (Relevant Country) custom authorities in relation to that Orders. These charges are separate from and not included in the shipping costs for the Order, and are determined by the Relevant Country’s local regulations and laws. If you refuse to pay any such charges, we may not be able to deliver your Order and you will be refunded the product price(s) from your Order (less any shipping costs and applicable return fees) only once, or if, the product(s) is returned to us by the relevant delivery service. 
• Once an Order is dispatched, we will send you a confirmation email with tracking information.   
• We kindly request that you inspect all products on delivery to confirm they are what you ordered and do not have any faults or defects. If required by our delivery agent, you must also note any damage on the delivery docket presented to you by the delivery agent for signature. If you believe that your Order has been lost or damaged in transit, please contact sales@gennuelab.com.au.    

Title And Risk  

• Title in the product(s) comprising an Order is retained by us and will not pass to you until full payment in cleared funds is received by us.   
• To the extent permitted by law, all risk of loss or damage to the product(s) passes to you when the Order is delivered to you at your nominated delivery address.   

Australian Consumer Law  

• Our goods come with ‘consumer guarantees’ (Consumer Guarantees) as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth) (Australian Consumer Law) which cannot be excluded by these Terms.    
• Nothing in these Terms shall override your rights as a consumer under the Australian Consumer Law, your Consumer Guarantees or any other non-excludable rights you may have at law.  

Refund Policy For Change Of Mind  

• Subject to any rights you have under the Australian Consumer Law, we accept returns for ‘change or mind’ strictly on the following conditions:  
  • To be eligible for a return, you must return your item(s) within 30 days of the date of purchase;  
  • The item(s) to be returned must be unopened and unused;  
  • The item(s) to be returned must be returned to us in the original packaging; and  
  • You are responsible for paying all return shipping costs.   

Returns Policy For Faults And Incorrect Products   

• If you believe any of the products purchased on or through the Website are faulty, defective, have a problem or are not what you ordered, please notify us by email at sales@gennuelab.com.au (this is referred to as a Fault Notice) with the following information:  
  • Customer name;   
  • Date of purchase;   
  • Order number;  
  • Product(s) being returned;   
  • Reason for return;   
  • Photos of any fault or defect (if applicable); and  
  • The outcome you request.  
• So that we can best deal with the relevant issues, we kindly request that you email all Fault Notices to us within 14 days of the products being delivered to you.   
• Upon receiving a Fault Notice, we will promptly assess and discuss all Fault Notices with you, and:   
  • Where we agree there is an issue with your product, we will ask you to return the product to us and you will be entitled to receive a remedy listed below; and  
  • Where we are unable to determine whether there is an issue with your product, we will ask you to return the product to us for further assessment.   
• Where a product is returned via the process set out above and the product is not the product ordered, you are entitled (at your election) to a replacement product to the same value or a full refund and we will pay for return shipping costs. 
• Where a product is returned via the process set out above and the product has a minor or major problem (as defined in the Australian Consumer Law), you are entitled (at your election) to a replacement product to the same value or a full refund and we will pay for return shipping costs. 

User Accounts  

• We may assign you a username and/or password and account information in order for you to access and use certain areas of the Website or require you to establish your own account access using a username and password chosen by you (Login). Each time you use your Login, you will be deemed to be authorised to access and use the Website in accordance with the Terms.   
• It is your sole responsibility to protect the security and confidentiality of your Login and for all activities on the Website using the Login, including without limitation all communications, transmissions and obligations (including, without limitation, financial obligations) incurred on the Website through such access or use of your Login.   
• You must immediately notify us of any unauthorised use of your Login or any other actual or threatened breach of the Website’s security that you may be aware of.   

Personal Information  

• We are committed to the transparent management of your personal information.   
• So that we can fulfil your Orders, we will need to collect certain personal information from you.   
• We agree to take all reasonable steps to protect your personal information submitted to us via the Website in accordance with our Privacy Policy.   

Product Disclaimers  

• Subject to any rights you have under the Australian Consumer Law, by purchasing any products from our Website, you acknowledge and agree:  
  • To review all instructions, warnings or other directions provided with the products or on the product packaging, prior to using any of our products;   
  • If you are pregnant or breastfeeding – to seek the advice of a healthcare professional prior to using our products;   
  • That you are 18 years of age or older, or, if you are not, that you have sought the advice of a healthcare professional prior to using our products, and they have expressly approved such use;  
  • That you will not provide our products to persons under the age of 18 unless you have sought the advice of a healthcare professional prior to doing so, and they have expressly approved such use;  
  • That the products may not be suitable to your particular circumstances – you should make your own inquiries and seek relevant independent advice before using our products, as well as acting on any information or material made available to you via the Website in relation to the products or otherwise;   
  • That the products should not be used if, upon receipt of product:  
  • Any seals are missing, broken or open; or   
  • Any sachets are damaged or open.   
  • To store the products in accordance with any instructions or directions provided with the products or on the product packaging; and  
  • To use the products in accordance with the expiration date provided with the products or on the product packaging.  

Intellectual Property  

• GenBalance is a trade mark of Gennue Lab Pty Ltd. Other product and company names displayed on the Website may also be trade marks of their respective owners.  
• We are the exclusive owner of, or otherwise have a licence to use, all images, videos, literary works, designs, source code and data, and any other copyright matter contained in the Website (Content).   
• While you may browse or print the Content for non-commercial, personal or internal business use, you must obtain our prior written permission if you would like to use, copy or reproduce any part of this Website or the Content for any other purpose.   

Third Party Links   

• The Website may include links to third party websites, over which we have no control. Such links do not indicate, expressly or impliedly, any endorsement by us of the third party website or the products and services provided on that third party website. You agree that we are not responsible for the availability of, and content provided on, third party websites. We make no representations or warranties as to, and accept no responsibility for, the accuracy of information on third party sites, or that third party sites will be virus free.  

Limitation Of Liability   

• Subject to and rights you have under the Australian Consumer Law and without overriding any Consumer Guarantees, and only to the extent permitted by law, you agree:  
  • Your use of, and reliance on, this Website (including all Content) is entirely at your own risk, and we exclude our liability to you (including because of our negligence) for all types of Loss resulting from your use of or reliance on this Website (including all Content), however incurred;   
  • Gennue Lab does not make any representations, warranties or guarantees in relation to the supply of goods or services by Gennue Lab via the Website; and  
  • To the extent permitted by law, Gennue Lab hereby disclaims all liability in connection with any Loss arising out of or in connection with any use of, or reliance on, the Website.  

Indemnity   

• You indemnify us (and our representatives) from and against all Claims and Loss, which may be bought against or suffered or incurred by us (or our representatives) arising out of or in connection with a material breach of these Terms by you (or your representatives) or an unlawful or negligent act or omission carried out by you (or your representatives) in relation to these Terms.   
• We have an obligation to mitigate any Claim or Loss which may be made or brought against or suffered or incurred by us.  
• Your obligation to indemnify us under these ‘Indemnity’ clauses will be reduced proportionally to the extent that we caused or contributed to the Loss or Claim.    

Governing Law  

• The Terms are governed by and are to be construed in accordance with the laws of the State of Queensland, Australia and you agree that the courts of the State of Queensland, Australia will exclusively adjudicate over any dispute in relation to these Terms.    
• If any term of these Terms conflicts with the provision of any legislation of the Commonwealth of Australia or any State, that legislation will prevail.   
• This Website may be accessed from outside Australia. We make no representation that the Content available through this Website complies with the laws (including intellectual property laws) of any country outside Australia. If you access this Website from outside Australia, you do so at your own risk and you are responsible for ensuring compliance with all laws in the place where you are located.  

Definitions  

• Claim means any allegation, debt, cause of action, liability, claim, proceeding, suit or demand of any nature, whether present or future, fixed or unascertained, actual or contingent, at law, in equity, under statute or otherwise.  
• Consequential Loss means special, incidental, indirect or consequential damages, loss of revenue, anticipated savings, profits, goodwill, reputation, interest or business.
• Loss means loss, damage, liability, charge, expense, outgoing, payment or cost of any nature or kind, including all legal and other professional costs, however it expressly excludes Consequential Loss. 

Modern Wellness Collective

• The Gennue Lab Modern Wellness Collective (the Modern Wellness Collective) is controlled and operated by Gennue Lab Pty Ltd functionality on our website, located at https://gennuelab.com.au/ (Website).
• These terms and conditions (Terms and Conditions) apply to your (the Member, you or your) participation in our Modern Wellness Collective.
• If you participate in the Modern Wellness Collective via our Website, these Terms and Conditions as well as the Gennue Lab Website Terms and Conditions (located at https://gennuelab.com.au/policies/terms-of-service) apply.
• By participating in the Modern Wellness Collective, you agree to these Terms and Conditions as if you had signed an agreement with us. If you do not agree, you should stop participating in the Modern Wellness Collective immediately.
• Your participation in the Modern Wellness Collective is conditional on your acceptance of these Terms and Conditions and our Privacy Policy located at  https://gennuelab.com.au/policies/privacy-policy which is incorporated into these Terms and Conditions by reference and sets out how we collect, handle, and use your personal information.
• The Terms and Conditions may be amended from time to time. We will provide you with advance notice of any amendments to the Terms and Conditions via email notification to your nominated email address for your loyalty account (Loyalty Account). By continuing to participate in the Modern Wellness Collective after the Terms and Conditions are amended, you agree to be bound by the updated Terms and Conditions. If you do not agree to the amendments, you have the right to terminate your Loyalty Account and cease participation in the Modern Wellness Collective.
• Gennue Lab may alter, withdraw or terminate the Modern Wellness Collective or any feature of the Modern Wellness Collective and will notify you accordingly of this change via email notification to your nominated email address for your Loyalty Account.

Loyalty Account Activation

• In order to participate in the Modern Wellness Collective, you will be required to open a Loyalty Account. You can create a Loyalty Account via our online process through our Website. If you already have an account set up on our Website, a Loyalty Account will automatically be created for you.   
• You must provide us with your full name, date of birth, email address and any other details we require in order to open a Loyalty Account. 
• We use a third-party service provider (currently Yotpo) to operate certain features of the Modern Wellness Collective. Your use of the Modern Wellness Collective on our website may involve functionalities supplied by that provider. 

How do we collect Personal Information

• Each individual is only permitted to register one Loyalty Account. Loyalty Accounts can only be held by an individual. 
• You are solely responsible for maintaining the security and confidentiality of any information you hold relating to your Loyalty Account, including credentials relating to your Loyalty Account, and for any and all activity that occurs under your Loyalty Account, including activity that occurs as a result of your failing to keep this information secure and confidential. You must notify us immediately of any unauthorized use of your Loyalty Accountor any other breach of security.
• You agree you will not transfer your Loyalty Account to any other person or allow access to your Loyalty Account by another person, unless expressly authorised by us or these Terms and Conditions. We will not be liable for any loss or damage arising from your failure to comply with these obligations.
• Without limiting any other rights which we may have to communicate with you, you agree that we may (subject to the terms of our Privacy Policy) send emails to the nominated email address for your Loyalty Account, including marketing material in relation to the products offered on the Website.
• We maintain the right in our sole unfettered discretion to refuse to register a Loyalty Account, or to terminate or suspend a Loyalty Account. 
• We reserve the right to perform maintenance of the Modern Wellness Collective (whereby the functionality of the Modern Wellness Collective may not be accessible for a certain period of time) without notice to you.

Earning Points

• Points will be awarded in respect of online purchases of Gennue Lab products only. 
• You can earn points (Points) through the following methods:
  • Account registration: You will receive 50 Points upon creating a Loyalty Account with us until the end of November 2025.
  • Eligible Purchases: Points may be earned on purchases of Gennue Lab products made via your Loyalty Account through our website. Points will be awarded in respect of purchases of Gennue Lab products only (Eligible Purchases), unless expressly specified. Points will not be awarded to you in association with any other offer or discount or via use of a pre-paid or token purchase method, such as use of a gift card or coupon.  
  • Birthday rewards: You will receive 150 Points on your birthday, based on the date of birth provided when registering your Loyalty Account.
  • Instagram engagement: You will earn 20 Points for following our official Instagram account @gennuelab_au and remaining a follower. We reserve the right to deduct Points if you unfollow the account.
• For each Eligible Purchase made via your Loyalty Account, you will be awarded 1 Point for every AUD$1.00 spent in a single transaction. Amounts will be rounded down to the next whole dollar (e.g. if the total cost of your purchase is $11.80, you will be awarded 11 Points). 
• Points cannot be split between Members. Points will only be allocated to the Member logged into the Modern Wellness Collective when making the Eligible Purchase, irrespective of the quantity of Eligible Purchase and whether other Members will be enjoying the products contained therein.
• Whilst every effort will be made to ensure that Points are correctly awarded to you, we take no responsibility for technical errors, including delays associated with crediting points into your Loyalty Account.
• It is the Member's responsibility to log into their Loyalty Account (via the Website or our third party service provider) or show their Membership Card to earn Points. If a Member forgets to log in to their Loyalty Account they can email sales@gennuelab.com.au with their Loyalty Account email and a valid tax invoice. Gennue Lab will allocate Points retrospectively for Members who follow the Unclaimed Points process within two (2) weeks of making their Eligible Purchase.
• Points accrued in your Loyalty Account will convert into gennue lab coupons (Gennue Lab Coupons) according to the following structure: 100 Points = AUD$5.00 Gennue Lab Coupon; 200 Points = AUD$10.00 Gennue Lab Coupon; 400 Points = AUD$20.00 Gennue Lab Coupon and so on and so forth. Coupons will be issued when you reach each threshold and will be displayed in your Loyalty Account. Any remaining Points will continue to accrue until you reach the next threshold.
• Members can access their balance by logging into their account from the Website online (via https://gennuelab.com.au/ ).

Privacy

• When conducting the Modern Wellness Collective, we will collect, handle and use your personal information in accordance with our Privacy Policy. By agreeing to these Terms and Conditions, and your continued participation in the Modern Wellness Collective, you warrant that you have read our Privacy Policy and consent to how we collect, handle and use your personal information in accordance with our Privacy Policy.

ACL & Disclaimers

• Our goods and services come with Consumer Guarantees that cannot be excluded by contract.  Nothing in this clause limits, restricts or excludes your right as a consumer under the ACL. For information on the Consumer Guarantees and your rights as a consumer under the ACL, please visit the ACCC’s website (link here). 
• Clause 9(c) does not act to exclude our liability to you in respect of the Consumer Guarantees.
• The Modern Wellness Collective and its results are delivered on an ‘as is’ and ‘as available’ basis. All information provided on the Modern Wellness Collective is subject to change without notice. 

Liability

• Subject to clause 9(a), Gennue Lab will not be liable for any loss or damage whatsoever suffered by you as a result of your participation in or reliance on the Modern Wellness Collective or the termination, suspension or cancellation of your Loyalty Account.
• Subject to clause 9(a), neither Gennue Lab nor its officers, agents, employees or related bodies corporate make any representation or warranty as to the quality, suitability or merchantability of the Modern Wellness Collective. 
• Subject to clause 9(a), Gennue Lab will not be liable for any Loss by reason of any act or omission, deliberate or negligent, of Gennue Lab in connection with the Modern Wellness Collective unless liability may not be lawfully excluded, in which case liability will be limited to the greatest extent permitted by law.

Capacity & Indemnity

• You warrant to us that you have the full capacity to agree to be legally bound by these Terms and Conditions either on your own behalf or as a legal guardian on behalf of a minor.
• You indemnify us (and our representatives) from and against all Claims and Loss, which may be bought against or suffered or incurred by us (or our representatives) arising out of or in connection with a material breach of these Terms and Conditions by you (or your representatives) or an unlawful or negligent act or omission carried out by you in relation to the Modern Wellness Collective.
• We have an obligation to mitigate any Claim or Loss which may be made or brought against or suffered or incurred by us.
• Your obligation to indemnify us under this clause will be reduced proportionally to the extent that we caused or contributed to the Loss or Claim. 

Termination

• We may terminate your access to the Modern Wellness Collective at any time, at our sole discretion and without notice to you, if we have reason to believe that you have failed to comply with these Terms and Conditions.
• You may terminate these Terms and Conditions by ceasing to participate in the Modern Wellness Collective and requesting your Loyalty Account to be deleted in writing to us (sent to sales@gennuelab.com.au ). Upon ceasing use of the Modern Wellness Collective and deletion of your Loyalty Account, you will no longer be entitled to redeem any remaining Gennue Lab Coupons. 
• Notwithstanding clauses 12(a) and 12(b), any personal information or non-personal statistical information collected under these Terms and Conditions and the Privacy Policy may continue to be stored, used or disclosed within the scope of the purposes described in the Privacy Policy.

Miscellaneous

• The rights and obligations under these Terms and Conditions, which by their nature would reasonably continue beyond the expiration of termination of these Terms and Conditions, will survive the expiration of termination of these Terms and Conditions. Without limiting the generality of the foregoing, clauses 8, 9, 10, 11, 13, 14 will survive the termination of these Terms and Conditions.
• In the event that any one or more of the provisions contained in these Terms and Conditions (or part thereof) would, for any reason, be held to be invalid or unenforceable, such invalidity or unenforceability shall not affect any other provisions of these Terms and Conditions and the offending provision will be severed or if not capable of being severed, these Terms and Conditions shall be construed as if such offending provisions had never been contained herein.
• The fact that a party fails to do, or delays in doing, something the party is entitled or obligated to do under these Terms and Conditions, does not amount to a waiver of any obligation of, or breach of obligation by, any other party.
• You agree that no agency, joint venture, employee-employer, partnership, or other similar relationship is created between you and us by virtue of these Terms and Conditions.