Terms and Conditions

1. Who you are buying from

Orbalife is a trading name of Northwake Limited. Every order placed with Orbalife, on orbalife.com or on any page using our checkout, is a contract with Northwake Limited.

2. About these terms

These terms cover every order placed with Orbalife, on orbalife.com or on any of the product pages, articles and offer pages that use our checkout. In these terms, "we", "us" and "Orbalife" mean Northwake Limited, and "you" means the person placing the order.

When you place an order, you confirm that you are 18 or over and that you accept these terms along with our Shipping Policy, our Return and Refund Policy and our Privacy Policy, which are part of them.

We sell to consumers, for personal and household use only, and not for resale.

3. The products

We source our products from small brands, independent makers and specialist manufacturers worldwide.

• How products are shown. Descriptions and photos are as accurate as we can make them. A large share of the range is produced in small runs or uses natural materials (wood, wool, stone, glass). Expect small differences in colour, grain, pattern or size compared with the photos. These differences are normal and don't count as a fault.
• Naming. Depending on the page and the country, a product may be sold under another name, collection or offer. Your confirmation email states exactly which product you ordered and how many.
• Stock. Certain products are produced in limited numbers. If one runs out after your order, you get an email and a full refund.
• Health and comfort products, supplements. They are not medicines. They are not intended to diagnose, treat, cure or prevent any disease, and they don't replace medical advice. Read the label or instructions before using them. Check with your doctor first if you're pregnant, have a medical condition or take medication.

4. Prices

• Currency. You see prices in the currency of the checkout you're using. Before you pay, we always show the total with delivery included.
• Taxes and duties. The checkout total is everything you pay us. The taxes and import duties that apply to your order are already in it, so you owe us nothing on delivery.
• Bank fees. We process payments internationally. Your bank may therefore treat yours as an international transaction and apply its own fee or exchange rate, depending on your bank and card. Your bank sets that fee and keeps it. We don't.
• Offers. A discount or multi-buy offer is valid for the dates and quantities stated on the page that presents it.
• Mistakes. If we spot a pricing mistake on your order, we email you before your parcel leaves. You then choose between confirming the order at the right price and cancelling it for a full refund.

5. How ordering works

An order is an offer from you to buy the products listed in it. Orbalife emails a confirmation within minutes, showing the order number, the products and the amount charged. Check it carefully, particularly the delivery address, and report any error immediately.

We accept the order at the moment we ship it and send the shipping email. Before that point, you may cancel for free. We may cancel too when an order can't be fulfilled: no stock, payment not authorised, address we can't deliver to, suspected fraud or a pricing error. In that case we email you and refund the full amount.

6. Payment

• Ways to pay. We take the main debit and credit cards, plus any other payment method offered at checkout. We take payment when you place your order.
• Single payments only. We don't sell subscriptions or memberships. Your card is never set up for repeat payments and we never charge it later.
• Extra items. If you say yes to an extra item after checkout, for example a second unit or a matching product, each one is charged as its own payment on the same day. All of them belong to the same order and appear together in your confirmation email.
• Name on your statement. Payments show as orbalife.com or ORBALIFE, not as the product's name. A few banks display our company name, Northwake Limited.
• Security. Certified payment providers process your payment over an encrypted connection. Your full card number is never visible to us and we never store it.

7. Delivery

Parcels ship within 1 to 2 working days. For delivery estimates by destination, tracking, and late, lost or damaged parcels, see the Shipping Policy.

From the moment the products reach the address you provided, they are your responsibility. They become your property when we've received your full payment.

8. Changing or cancelling your order

Until your parcel leaves, you can change the delivery address or cancel at no cost. Just write to us with your order number. After that the order can't be cancelled any more, but you can send it back under section 9.

9. Returns and refunds

Returns are open for 30 days from the delivery date. Contact us before sending anything and we'll give you the procedure. Refunds always go to the card or payment method used on the order. The Return and Refund Policy sets out the details and your legal right to cancel.

10. If something is wrong with your product

If your product arrives damaged, doesn't work or isn't what you ordered, write to us with your order number and a photo. We'll send a replacement at no cost or refund you in full.

The law also gives you rights that these terms cannot remove:

• United Kingdom. Under the Consumer Rights Act 2015, products must be as described, fit for purpose and of satisfactory quality.
• European Union. You are covered by the 2-year legal guarantee of conformity.
• Australia. 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.
• United States and Canada. You keep every right granted by the consumer laws of your state or province.

11. Optional add-ons at checkout

A checkout may offer optional add-ons like delivery protection or an extended warranty. If you take one, it's shown on a separate line of your confirmation email. Its cover is described on the checkout page. Add-ons sit on top of your legal rights and never stand in for them.

12. A payment you don't recognise

If a payment to orbalife.com doesn't ring a bell, or an amount looks wrong, please write to us first. We answer within 1 working day and tell you exactly what the payment covers. If there's a mistake, we refund, cancel, resend or correct it right away. You can also track your order online whenever you like.

A dispute raised with your bank usually lasts 6 to 10 weeks, and your order is frozen while it runs. When a payment is disputed, we send the bank the order details, the proof of delivery and our exchanges with you, so that it can reach a fair decision.

If you believe someone used your card without your permission, tell your bank and tell us as well, so that we can stop the order.

13. What we are responsible for

We're responsible for foreseeable loss or damage that results from our breaking these terms or not taking reasonable care.

We're not responsible for business losses, because the products are sold for personal use only. The same goes for delays due to events beyond our control (section 14) and for damage resulting from use that goes against a product's instructions.

Where your country's law allows it, our total responsibility for an order is capped at the price you paid for that order. These terms never limit our responsibility for death or personal injury caused by our negligence, for fraud, or for the consumer rights your country's law gives you.

14. Events outside our control

We aren't responsible for delays caused by events beyond our control, for example carrier strikes, customs checks, extreme weather or transport disruption. If such an event holds up your order, we let you know as soon as possible. If the delay looks likely to exceed 30 days, you can cancel for a full refund.

15. Support and complaints

Email [email protected] or go through the contact page. You'll get a reply from the team within 1 working day, Monday to Friday. Not satisfied? Tell us in your reply and a senior team member will review the case.

16. Your personal data

We use your personal data to take your payment, deliver your order and answer your questions. Our Privacy Policy explains how.

17. General terms

• Our rights and obligations under these terms can be transferred to another company, for example if the store is sold. Your rights stay the same.
• Every section works independently. Should a court rule one section invalid, the remaining sections stay in force.
• A right we don't enforce immediately isn't lost. We can enforce it later.
• The contract binds you and us only. It gives no rights to any third party.
• These terms can change over time. The version in force on the day you ordered is the one that covers your order.

18. Governing law and disputes

These terms are governed by the laws of the Hong Kong Special Administrative Region. As a consumer, you also keep the protection of the mandatory consumer laws of the country where you live, and nothing in these terms removes it. You may bring a claim in the courts of the country where you live.

We will always try to resolve a problem with you directly first. Write to [email protected].