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Terms of service

1. About these Terms

These Terms of Service (“Terms”) govern your use of the Quellor website and purchases made through it.

Quellor is operated by Helm Recruitment Pty Ltd (ABN 51 137 273 940), trading as Quellor. In these Terms, “Quellor”, “we”, “us” and “our” refer to the business operating under the Quellor brand.

By using our website or placing an order, you agree to these Terms. If you do not agree to them, please do not use the website or place an order.

These Terms should be read together with our:

Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified, including rights under the Australian Consumer Law.

2. Using our website

You may use our website for lawful personal and non-commercial purposes, including learning about Quellor products, contacting us and purchasing products.

You must not:

  • use the website unlawfully or fraudulently;
  • attempt to gain unauthorised access to the website, customer accounts or connected systems;
  • introduce malicious code or interfere with the security or operation of the website;
  • use automated systems to extract website content in a manner that unreasonably burdens the website;
  • impersonate another person or provide deliberately false information;
  • infringe another person's intellectual-property, privacy or other legal rights; or
  • use the website or its content for unauthorised commercial purposes.

We may take reasonable steps to protect the website, our customers and our business from unlawful, fraudulent, abusive or harmful activity.

3. Product information

We take reasonable care to ensure that product descriptions, specifications, images, prices and other information displayed on our website are accurate and current.

Despite these efforts, genuine errors may occasionally occur. If we identify a material error affecting an order, we will contact you as soon as reasonably practicable and provide an appropriate option, which may include confirming the corrected information or cancelling the affected order for a refund.

Product colours and appearance may vary slightly depending on your screen, device, lighting and display settings.

Packaging or presentation may change from time to time, provided the change does not materially alter the product you agreed to purchase or your rights under applicable law.

Nothing in this section permits Quellor to supply a materially different product without your agreement or limits any applicable consumer guarantee.

4. Product information is not medical advice

Information provided through our website is general product and cosmetic-use information. It is not medical advice, diagnosis or treatment and is not a substitute for advice from an appropriately qualified healthcare professional.

You should obtain professional advice if you have questions about whether a product is appropriate for your individual circumstances.

Do not disregard professional medical advice or delay seeking it because of information provided on our website.

5. Placing and accepting an order

To place an order, you must provide complete and accurate information reasonably required to process the purchase, including your contact, billing and delivery details.

Please review your order carefully before submitting it.

After you place an order, we will send an order confirmation. Your order is accepted when we send that confirmation, subject to the limited circumstances described in these Terms in which an order may need to be cancelled or refunded.

We may contact you if information required to process an order is missing, unclear or appears incorrect.

6. When an order may be declined or cancelled

Before an order is accepted, we may decline it where reasonably necessary. After an order has been accepted, we may cancel and refund the affected order only where reasonably necessary because:

  • the product is unavailable;
  • payment is not authorised, fails or cannot be processed;
  • we cannot deliver to the supplied address;
  • the order information is materially incomplete or incorrect;
  • there is an obvious pricing, product-information or technical error;
  • we reasonably suspect fraud, misuse or unauthorised activity;
  • the order breaches an applicable law or these Terms; or
  • circumstances outside our reasonable control prevent us from fulfilling the order.

We will not decline or cancel orders arbitrarily.

If we cannot fulfil an accepted order after receiving payment, we will notify you and refund the amount paid for the affected product and any associated amount that must be refunded under applicable law. The time taken for funds to appear in your account after we initiate a refund may depend on your bank or payment provider.

7. Prices and taxes

Unless otherwise stated:

  • prices displayed on the Australian Quellor website are in Australian dollars;
  • applicable GST is included in displayed consumer prices; and
  • any applicable delivery charge will be shown before you submit your order.

Quellor may change prices prospectively. A price change will not alter the price of an order that has already been accepted, except where you agree to a lawful correction of a genuine and obvious error.

The price applying to an order is the price presented and accepted at checkout, subject to these Terms and applicable law.

Promotional, discount or compare-at pricing may be subject to additional clearly disclosed conditions.

8. Payment

Payment must be made using an authorised payment method offered at checkout.

Payments are processed through Shopify and/or authorised payment providers. Available payment methods may change from time to time.

By submitting payment information, you confirm that you are authorised to use the selected payment method and authorise the applicable charge for your order.

We do not guarantee that every payment method will always be available. A payment provider may apply its own terms and privacy practices to its service.

9. Shipping and delivery

Quellor currently ships to Australian delivery addresses only.

We provide free standard shipping Australia-wide with no minimum order value. Orders are fulfilled from Melbourne and sent using Australia Post.

Orders are generally packed and dispatched within 1–2 business days after the order is successfully placed and payment is confirmed.

Standard delivery is estimated to take approximately 2–7 business days after dispatch, depending on the destination. Regional, rural and remote deliveries may take longer.

Delivery timeframes are estimates and are not guaranteed arrival dates. Delivery may be affected by carrier-network conditions, severe weather, public holidays, peak trading periods and other circumstances outside our reasonable control.

Tracking information will be provided after dispatch.

You are responsible for providing an accurate and accessible delivery address. If you identify an error, contact support@quellor.com.au as soon as possible. We will make reasonable efforts to assist if fulfilment has not progressed, but we cannot guarantee that details can be changed after processing or dispatch.

Further information is available in our Shipping & Delivery Policy.

10. Returns and refunds

Quellor provides a voluntary 30-Day Change-of-Mind Returns offer for eligible unused products.

A change-of-mind return must be requested within 30 calendar days after delivery.

To be eligible, the product must remain:

  • new and completely unused;
  • in its original retail packaging;
  • with all accessories, components and documentation originally supplied;
  • in a condition suitable for resale; and
  • with all manufacturing and product seals intact.

If the plastic seal surrounding the Quellor retail product packaging box has been broken or removed, the product is not eligible for a change-of-mind return.

The customer is responsible for tracked return-postage costs for an eligible change-of-mind return.

These conditions apply only to voluntary change-of-mind returns. They do not exclude, restrict or modify your rights where goods are faulty, damaged, incorrectly supplied or otherwise fail to comply with the Australian Consumer Law.

Please review the complete Returns & Refunds Policy before requesting or sending a return. Products must not be returned without first contacting Quellor and receiving return instructions.

11. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Other rights and remedies may also be available depending on the circumstances.

The voluntary change-of-mind offer and 12-Month Manufacturer Warranty are additional to, and do not replace or limit, these rights. Consumer guarantees may continue for a period that is longer than the stated manufacturer-warranty period.

For assistance with a faulty, damaged, unsafe, incorrectly supplied or materially misdescribed product, contact support@quellor.com.au.

12. Manufacturer warranty

The Quellor LED Light Mask is supported by a 12-Month Manufacturer Warranty, subject to the conditions in the applicable Warranty Policy.

The voluntary warranty is in addition to your rights and remedies under the Australian Consumer Law.

The expiry of the 12-month warranty period does not determine or limit the duration of any statutory consumer guarantee.

Please refer to the complete 12-Month Manufacturer Warranty for its coverage, exclusions and claim process.

13. Using and caring for the product

You should read and follow the User Guide and all safety, charging, cleaning, maintenance, warning and contraindication information supplied with the product.

You must:

  • use the product only for its intended purpose;
  • follow the supplied operating and safety instructions;
  • use compatible charging equipment as specified;
  • stop using the product if continued use would be unsafe; and
  • keep the product appropriately stored and maintained.

Nothing in this section excludes or limits Quellor's responsibility for a manufacturing fault, a failure to comply with a consumer guarantee or another liability that cannot lawfully be excluded.

14. Customer accounts

If customer accounts are available, you are responsible for:

  • providing accurate account information;
  • keeping your login credentials confidential;
  • taking reasonable steps to prevent unauthorised access; and
  • notifying us promptly if you believe your account has been compromised.

You are responsible for activity carried out through your account to the extent that the activity resulted from your failure to take reasonable care of your credentials. This does not make you responsible for unauthorised activity caused by Quellor, Shopify or another service provider.

We may suspend access to an account where reasonably necessary to investigate suspected fraud, unauthorised access, security concerns or a material breach of these Terms.

15. Intellectual property

The Quellor name, branding, logos and other brand assets are owned by or licensed to Quellor.

Unless otherwise stated, the website and its original content—including copy, photography, graphics, videos, product presentation and design elements—are owned by or licensed to Quellor and are protected by applicable intellectual-property laws.

Third-party names, trademarks and content remain the property of their respective owners.

You may access and use the website for ordinary personal and non-commercial purposes.

You must not reproduce, modify, distribute, publish, sell, license, commercially exploit or create derivative works from protected website content without permission, except where permitted by law.

Nothing in these Terms transfers ownership of any intellectual property to you.

16. Content submitted to Quellor

If you voluntarily submit a review, testimonial, photograph, video, comment, feedback or other content to Quellor, you retain ownership of that content.

Quellor may store and use your content as reasonably necessary for the purpose for which you submitted it. This may include processing a customer-support request, return or warranty claim, responding to feedback, or administering a review.

We will obtain your permission before using identifiable customer material—such as photographs, before-and-after images, testimonials, videos or identifiable review content—for advertising, social media, website marketing or other promotional purposes.

You must not submit content that:

  • is unlawful, fraudulent, defamatory, threatening or abusive;
  • infringes another person's intellectual-property, privacy or other legal rights;
  • contains malicious code;
  • contains personal information that you are not authorised to provide; or
  • materially misrepresents your experience.

We may decline, remove or moderate content where reasonably necessary for legal, safety, relevance or integrity reasons. We will not alter a genuine review in a manner that misrepresents the reviewer's opinion.

17. Third-party services and links

Our website may contain links to or use services provided by third parties, including payment, ecommerce and delivery services.

Third-party websites and services may be governed by their own terms and privacy practices.

Quellor is not responsible for the content or independent operation of third-party websites outside our control merely because we provide a link to them.

Nothing in this section excludes responsibility Quellor has under applicable law for service providers engaged in supplying your order or operating aspects of the Quellor website.

18. Privacy

We handle personal information in accordance with our Privacy Policy.

Our online store is operated through Shopify. Shopify and authorised providers may process information as described in the Privacy Policy and their own applicable privacy materials.

19. Website availability and security

We take reasonable steps to keep the website available, accurate and secure.

We may temporarily restrict or suspend access where reasonably necessary for:

  • maintenance or updates;
  • security;
  • investigation of suspected misuse;
  • technical problems; or
  • circumstances outside our reasonable control.

We do not guarantee that the website will be uninterrupted or completely free from technical faults.

If a website interruption affects an accepted order, we will continue to meet our obligations in relation to that order or provide an appropriate remedy under applicable law.

20. Liability

Nothing in these Terms excludes, restricts or modifies:

  • the Australian Consumer Law;
  • any consumer guarantee;
  • liability for fraud, wilful misconduct or personal injury caused by negligence; or
  • any other right, remedy or liability that cannot lawfully be excluded, restricted or modified.

To the extent permitted by law, Quellor is not liable for loss caused solely by:

  • your unlawful or unauthorised use of the website;
  • your failure to follow supplied product instructions or warnings;
  • inaccurate information supplied by you;
  • an independent third-party website outside Quellor's control; or
  • an event outside Quellor's reasonable control that could not reasonably have been prevented.

This limitation does not apply to the extent that the loss was caused or contributed to by Quellor, a defect in the product, a breach of these Terms or a failure to comply with an applicable consumer guarantee.

Where liability may lawfully be limited, it is limited only to the extent that is fair and reasonable in the circumstances.

21. Events outside reasonable control

Quellor is not responsible for delay or failure caused by an event outside our reasonable control, such as a carrier-network disruption, natural disaster, severe weather, widespread systems failure, industrial action or government restriction.

We will take reasonable steps to reduce the effect of the event and resume performance when practicable.

This section does not:

  • require you to pay for a product that Quellor cannot supply;
  • permit Quellor to retain payment where a refund is required by law;
  • exclude rights relating to delayed or undelivered goods; or
  • limit another right or remedy that cannot lawfully be excluded.

If we cannot fulfil an accepted order within an agreed timeframe or a reasonable time, we will provide an appropriate solution in accordance with applicable law.

22. Changes to the website, products and prices

We may update website content, available products, product presentation and prices prospectively.

A prospective change does not alter the terms or price applying to an order already accepted, unless:

  • you agree to the change; or
  • the change is required by law.

We will not substitute a materially different product without your agreement.

23. Changes to these Terms

We may update these Terms when our business practices, website, products or legal obligations change.

The current version will be published on our website with its effective date.

The Terms applying when an order is accepted will continue to govern that transaction, unless a change is required by law or you agree otherwise.

Continued use of the website after revised Terms are published means the revised Terms apply to future website use. It does not retrospectively change an existing purchase.

24. If part of these Terms is invalid

If a provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be read down to the extent necessary or, if it cannot be read down, treated as removed.

The remaining provisions will continue to operate to the extent legally possible.

25. No waiver

If Quellor does not immediately exercise a right under these Terms, that does not mean the right has been waived.

A waiver is effective only to the extent it is expressly given.

26. Governing law

These Terms are governed by the laws of Victoria, Australia.

You and Quellor may bring proceedings in the courts and tribunals of Victoria and any other Australian jurisdiction that has authority to hear the matter.

Nothing in this section limits any right you have under the Australian Consumer Law or prevents you from exercising a right or remedy available in your Australian state or territory.

27. Contact us

For questions about these Terms, an order or a Quellor product, contact:

Quellor
Email: support@quellor.com.au

Effective date: 13 August 2026