Terms of service

Last updated: 12 October 2026

1. About these terms

This website, ailiabottle.com, is operated by Adira Co Pty Ltd, trading as Ailia Bottle (“Ailia Bottle”, “we”, “us” or “our”).

These Terms of Service apply to your use of our website and purchases from us. Please read them together with our Privacy Policy, Refund Policy, Shipping Policy, and any specific conditions disclosed before you purchase.

By using our website or placing an order, you agree to these terms.

Our online store is hosted by Shopify, which provides the platform we use to sell our products. Purchases from this store are made with Adira Co Pty Ltd.

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law or other applicable law that cannot lawfully be excluded, restricted or modified. If another provision conflicts with these rights, your statutory rights prevail.

2. Using our website

You must have the legal capacity to place an order, or the permission of a parent or guardian where required.

You agree to provide accurate and current information when placing an order or creating an account, including your email address and delivery details. You must be authorised to use the payment method provided.

If you create an account, keep your login details secure and contact us promptly if you suspect unauthorised access.

You must not use our website to:

• Commit fraud or engage in unlawful activity.

• Impersonate another person or provide deliberately misleading information.

• Upload malicious code or interfere with the website’s security or operation.

• Access another person’s account or collect their personal information without permission.

• Infringe intellectual property rights.

• Threaten, harass or abuse our team or other people.

We may reasonably restrict access where necessary to address fraud, security risks or a material breach of these terms. This does not remove your rights relating to existing purchases.

3. Product information and availability

We take reasonable care to describe and display our products accurately. Colours may appear slightly different depending on your screen and lighting. This does not affect your right to receive products that match their description.

Please check the product page for the contents, size, colour and other options included in your purchase. Accessories and styling items shown in photographs are included only where stated.

Products, colours and sizes are subject to availability. We may update our range or change future product specifications, but we will not materially change an existing order without your agreement.

Our products are intended for personal and household use. Contact us before purchasing for commercial use or resale.

4. Prices and payment

Prices are displayed in Australian dollars unless another currency is expressly shown. Australian prices include GST where applicable.

Delivery charges and optional paid extras are displayed before you complete your purchase.

Prices and promotions may change, but changes do not retrospectively alter the price of an accepted order.

If we identify a genuine pricing or listing error affecting your order, we will contact you promptly to explain the issue. We will not charge an additional amount or substitute a materially different product without your agreement.

If the order cannot proceed, we will refund amounts paid for the cancelled items and any associated charges that no longer apply.

For international orders, any applicable import duties or local taxes not collected at checkout may be payable by the recipient, subject to applicable law.

5. Orders, changes and cancellations

After you place an order, we will email you an order confirmation.

We may decline or cancel an order on reasonable grounds, including unavailable stock, unsuccessful payment, suspected fraud, a legal restriction or a genuine listing error. We will notify you and refund any payment collected for products we will not supply.

If you need to change or cancel an in-stock order, contact hello@ailiabottle.com as soon as possible. We will help where reasonably possible, but changes may no longer be available once warehouse processing or dispatch has begun.

If your entire order is cancelled before dispatch, we will refund the amounts paid for that order, including delivery charges and the Delivery Assurance Upgrade fee, where purchased.

Once dispatched, returns are handled under our Refund Policy and your rights under applicable law.

6. Pre-orders

Products sold on pre-order will be identified before purchase, together with the estimated dispatch or delivery information available at that time.

Pre-order dates are estimates and may change because of manufacturing, freight or other supply delays. We will notify affected customers of material changes as soon as reasonably practicable.

You may cancel a pre-order at any time before dispatch by emailing hello@ailiabottle.com with your order number.

We will refund payments for the cancelled products and any delivery charges or optional extras that no longer apply. If the entire order is cancelled, this includes the Delivery Assurance Upgrade fee, where purchased.

If an order contains both pre-order and in-stock products, the shipping arrangement will be explained before purchase.

Nothing in this section limits your rights if we cannot supply your order within an agreed or reasonable time.

7. Shipping and delivery

Please check our Shipping Policy and the delivery information displayed before purchase. Unless expressly stated as a guarantee, delivery timeframes are estimates.

If your parcel is delayed, missing, damaged or shown as delivered when you have not received it, contact hello@ailiabottle.com with your order number. We will investigate with the carrier and work with you to resolve the issue.

We remain responsible for meeting our obligations as the seller. Dispatching an order or referring a matter to the carrier does not remove your rights under the Australian Consumer Law.

Where a parcel is confirmed lost in transit, we will arrange a replacement at no additional charge. This does not limit any right you may have to a refund or another remedy.

Please provide a complete and accurate delivery address. If an address error requires redelivery, we will explain any reasonable additional charge before arranging it. We will not charge you to correct an error caused by us.

If you authorise a parcel to be left unattended, please choose a suitable location. Any subsequent issue will be assessed according to the delivery circumstances, any Delivery Assurance coverage purchased and applicable law.

8. Delivery Assurance Upgrade

The Delivery Assurance Upgrade is an optional paid service providing protection for loss, damage or theft associated with delivery, together with priority support for delivery issues.

What is included

The upgrade provides:

• Priority support: prioritised assistance with delivery enquiries and claims.

• Loss: replacement of products confirmed lost during delivery at no additional charge.

• Damage or missing items: replacement of affected products where they arrive damaged or items are missing because the packaging was ripped open, damaged or inadequate.

• Theft: replacement of products confirmed stolen following a completed investigation. This includes theft after delivery, including where you authorised the parcel to be left unattended.

• Delayed deliveries: assessment for an express replacement if your order has not arrived within the delivery timeframe displayed for your order.

Cosmetic damage to outer packaging alone does not qualify for a replacement where the products are complete, undamaged and unaffected.

Delivery claim deadlines

To claim the additional benefits provided by the Delivery Assurance Upgrade, you must notify us at hello@ailiabottle.com:

• Delayed or missing parcels: within 14 calendar days after the last date of the estimated delivery timeframe provided for your order.

• Parcels marked delivered but not received, including suspected theft: within 14 calendar days of the carrier’s recorded delivery date.

• Damaged products or missing contents: within 14 calendar days of receiving the parcel.

Your initial notification must include your order number and a description of the issue. Supporting information reasonably required for the investigation may be provided afterwards. The investigation does not need to be completed within the reporting period.

Claims submitted outside these periods may be declined for benefits additional to your statutory rights, subject to applicable law and consideration of circumstances reasonably preventing timely notification.

These deadlines do not limit your rights under the Australian Consumer Law. Claims involving those rights will still be assessed, even if reported after 14 days.

Investigation and assessment

We may request reasonable supporting information, such as photographs of damaged products or packaging, delivery details, or confirmation that the parcel has not been received. Depending on the circumstances, an investigation may also involve the carrier or a request for evidence of reported theft.

A carrier’s “delivered” scan does not automatically exclude a claim.

Claims are assessed based on the available evidence. Theft claims require a completed investigation before a replacement is approved. We will conduct our assessment within a reasonable time and keep you informed of material updates.

Delayed parcels and express replacements

An express replacement for a delayed parcel is subject to our assessment of the tracking information and circumstances. It is not automatically dispatched when an estimated delivery date passes.

If we send a replacement while the original parcel remains in transit, you must agree to return the original parcel if it subsequently arrives.

We will provide a prepaid return label and return instructions. You will not be charged return postage.

Cancellation and consumer rights

If your entire order is cancelled before dispatch, we will also refund the Delivery Assurance Upgrade fee.

Other requests for a refund of the upgrade fee will be assessed under applicable law, including where the service has not been supplied as promised.

The upgrade provides additional delivery support and protection. It does not replace or limit your rights under the Australian Consumer Law.

Customers who do not purchase the upgrade still receive assistance with delivery problems and any remedies required by law. Protection against faults, damage or non-delivery for which we are legally responsible does not depend on purchasing the upgrade.

For earlier purchases described as “Shipping Protection”, the benefits promised at the time of purchase continue to apply. These terms do not retrospectively reduce those benefits.

9. Returns, refunds and consumer guarantees

Our Refund Policy explains our change-of-mind return arrangements and how to request a return.

Change-of-mind conditions are separate from your rights where a product is faulty, unsafe, not as described or otherwise fails to meet a consumer guarantee.

Consumer guarantees also apply to discounted products, promotional purchases, bundles and accessories. A change-of-mind exclusion does not remove those rights.

Where a product has a major failure, you may be entitled to choose a refund or replacement. For a minor failure, we may provide a repair or another appropriate remedy in accordance with the Australian Consumer Law.

You may also be entitled to compensation for reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee.

Contact hello@ailiabottle.com with your order number or other proof of purchase and a description of the issue. We may request reasonable supporting information, such as photographs, or arrange an inspection.

Sale and discounted products

Sale and discounted products are eligible for refunds in accordance with our Refund Policy. A product is not excluded from a refund solely because it was purchased during a sale or at a discounted price.

How refunds are paid

Approved refunds are based on the amount actually paid and are returned to the original payment method. We will only issue store credit instead of a refund if you explicitly request it.

Where the original payment was made using a gift card, the corresponding refund will generally be restored to that gift card. This is a return to the original payment method, rather than a substitution of store credit.

Split-payment refunds will reflect the original payment methods where practicable.

Nothing in this section limits your rights under the Australian Consumer Law.

10. Our 12-month product warranty

Coverage and commencement

All Ailia products are covered by a 12-month warranty against manufacturing defects that occur during normal use, where the product has been used, heated, cleaned and stored in accordance with its supplied instructions, as applicable.

The warranty begins on the date of delivery.

If the delivery date cannot be established:

• For standard orders, the warranty begins 20 days after the order date.

• For pre-orders, the warranty begins 20 days after dispatch.

These fallback dates are used to calculate the warranty period. They are not deadlines for reporting a fault.

Making a warranty claim

To make a claim, email hello@ailiabottle.com and provide:

• Your order number or other proof of purchase.

• A description of the fault.

• Clear photographs or videos showing the issue, where relevant.

• Any additional information reasonably necessary to assess the claim.

Stop using any product that appears damaged, faulty or unsafe.

We may require the affected product or, where reasonably necessary, the complete kit to be returned for inspection. Please contact us before sending anything back.

If a covered manufacturing defect is confirmed, we will provide an appropriate remedy, which may include repair, replacement or another remedy required under the Australian Consumer Law.

Returns and assessment costs

Where a covered fault is confirmed, we will cover or reimburse reasonable return costs. Contact us with postage receipts if reimbursement is required.

If an assessment may involve a charge because no fault is found or the damage falls outside warranty coverage, we will explain the proposed charge and obtain your agreement before incurring it.

Warranty exclusions

This additional warranty does not cover damage or faults caused by:

• Misuse, neglect, accidents or failure to follow the supplied instructions.

• Incorrect heating or heating on a soft, uneven or unsuitable surface.

• Failure to heat the bottle from a power outlet protected by a functioning Residual Current Device (RCD), where that failure caused or contributed to the damage or fault.

• Forcing or incorrectly connecting or disconnecting the charger.

• Pulling, forcing or overextending the charger head beyond the safety cut-off click position.

• Pressing directly on the charger hinge or applying excessive pressure to the charger or bottle.

• Dropping, crushing or other impact damage.

• Applying excessive pressure or body weight to the bottle.

• Punctures, cuts, sharp objects or other external damage.

• Unauthorised repairs, modifications, dismantling or refilling.

• Use with an unapproved charger, connector or power supply.

• Abnormal voltage, electrical surges or external power faults.

Normal wear and tear, cosmetic damage arising from use and ordinary gradual deterioration are not covered by this additional warranty.

These exclusions apply only to the extent relevant to the product and the cause of the issue. They do not limit your rights under the Australian Consumer Law.

Australian Consumer Law

This warranty is provided in addition to your rights under the Australian Consumer Law, which may continue beyond the 12-month warranty period.

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.

Replacement models and colours

The Ailia Bottle Gen 2 is available in Oat only. Where a warranty claim for an earlier-generation Pink, Black or Green bottle is approved for replacement, we will offer an Oat Gen 2 bottle instead of the original model and colour, at no additional charge.

We will explain the proposed replacement before arranging it.

A bottle replacement does not automatically include replacement accessories unless they are also covered by the approved claim or need replacing for compatibility.

This replacement arrangement does not limit your rights under the Australian Consumer Law, including any right to choose a refund instead of a replacement.

11. Product safety and use

Read and follow the instructions, warnings and labels supplied with your specific product before using it. The precautions below are a summary and do not replace the supplied instructions.

For the Ailia Electric Hot Water Bottle:

• Use only the compatible Ailia charger specified for your bottle.

• Remove the bottle from accessories before heating.

• Heat it on a hard, flat, level surface with the charging port facing upwards.

• Do not hold, move or use it while heating.

• Follow all charger connection, safety-check and disconnection instructions.

• Use over clothing and avoid prolonged contact with the same area of skin.

• Do not sit, lie or sleep on the bottle, or apply pressure or weight to it.

• Do not open, refill or attempt to repair it.

• Stop using it if it leaks, is damaged, becomes excessively swollen or shows another abnormal condition.

Accessories do not eliminate the risk of burns. Allow the bottle to cool if it feels too hot and follow the breaks and precautions in the instructions.

If you suspect a safety issue, stop using the product and contact us.

Our products provide warmth and comfort. Website information and customer experiences are not individual medical advice or a promise of a particular medical outcome. Seek advice from a qualified health professional if you are unsure whether heat is suitable for you.

12. Bundles, discounts and promotional rewards

Bundles

Bundle contents and available options are described on the relevant product page. Please check your selections before completing your order.

For an approved change-of-mind return of part of a bundle, any refund adjustment will follow the conditions disclosed when you purchased. We will explain the calculation before you proceed.

These conditions do not limit remedies for faulty products or other rights under applicable law.

Discount codes and promotional rewards

Unless expressly stated otherwise, discount codes, promotional store credit and rewards of any value, regardless of how they are earned or issued:

• Cannot be redeemed during sale periods.

• Cannot be applied to products on sale or with already marked-down pricing.

• Cannot be used to purchase gift cards.

• Cannot be combined with another discount code, promotional reward or offer.

These restrictions apply to all promotional incentives, including rewards issued for feedback, reviews, referrals, loyalty programs, sign-ups, campaigns or other promotional activities.

Any additional conditions, including expiry dates, will be disclosed when the reward is offered. These terms do not retrospectively remove benefits expressly promised when an existing reward was issued.

These restrictions do not apply to purchased gift cards or store credit issued in place of a refund at your request. Refund-related credit remains subject to its disclosed terms and applicable consumer rights.

Sale periods and offers

Promotions apply during the advertised period and are subject to any clearly disclosed conditions and availability limits.

Promotional pricing does not retrospectively apply to earlier purchases unless stated otherwise.

Processing and customer-support timeframes may be longer during busy sale periods. Any material changes to expected dispatch times will be communicated where reasonably practicable.

Sale purchases remain eligible for refunds under our Refund Policy and retain all rights available under the Australian Consumer Law.

13. Gift cards

Ailia Gift Cards, including seasonal designs, are issued digitally by email and are redeemable online at ailiabottle.com.

Gift cards:

• Are issued in Australian dollars.

• Have no expiry date.

• May be used across multiple purchases until the balance is spent.

• May be combined with another accepted payment method if the order exceeds the remaining balance.

• Cannot be exchanged for cash or refunded for change of mind, except where required by law.

Discount codes and promotional rewards cannot be used to purchase gift cards unless expressly permitted.

Purchased gift cards may be used as payment for sale products. Any discount code applied to a purchase paid for with a gift card must independently satisfy the discount conditions in Section 12.

For an approved return of a purchase paid for using a gift card, the relevant amount will generally be restored to that gift card, subject to applicable law. Split-payment refunds will reflect the original payment methods where practicable.

Keep your gift card code secure. If a code is lost, stolen or not received, contact us. We may be able to assist after verifying the purchase and remaining balance, but cannot guarantee recovery of value already redeemed by someone else.

If your digital gift card has not arrived within 24 hours of purchase, please check your spam or junk folder and contact hello@ailiabottle.com so we can verify the purchase and arrange for the email to be resent.

We may temporarily suspend a gift card where reasonably necessary to investigate suspected fraud or misuse.

Planned business closure

If we plan to permanently cease trading, we will provide at least 30 days’ notice using the purchaser’s contact details held by us and a notice on our website, explaining how outstanding gift cards can be redeemed and how unused balances will be handled in accordance with applicable law.

This notice does not itself cancel an unused balance or remove any rights available under applicable law.

14. Email and SMS communications

You may choose to subscribe to marketing communications through our website or an in-person sign-up process where offered.

Providing contact details for an order does not, by itself, mean you have subscribed to marketing. Marketing consent is optional and is not a condition of purchase.

If you subscribe, messages may include product launches, pre-order updates, offers and shopping reminders consistent with your consent. Message frequency varies.

We do not charge a subscription fee for SMS messages. Your mobile provider’s usual charges may apply.

You can unsubscribe:

• From marketing emails using the unsubscribe link in the email.

• From marketing SMS using the unsubscribe link or other instructions provided in the message.

• By contacting hello@ailiabottle.com and identifying the email address or mobile number you want removed.

Messages sent using the “AiliaBottle” sender name do not accept replies. Please use the unsubscribe link provided rather than replying to that sender name.

We will action unsubscribe requests within five working days or any shorter period required by law.

Unsubscribing from marketing does not prevent us from sending necessary non-marketing communications about an order, product safety or an enquiry you have made.

Please notify us if you no longer control a mobile number associated with your subscription.

15. Reviews, feedback and customer content

Reviews and other content you submit must reflect your genuine experience and must not be unlawful, misleading or infringe another person’s rights.

When you submit a review for publication, you give us permission to display it, together with the display name and media you choose to submit, in connection with our products and business.

We may format or shorten published reviews for clarity or space without changing their meaning. We do not require reviews to be positive.

Where we offer a reward for a review, eligibility will not depend on whether the review is positive or negative. Any incentive should be disclosed alongside the review.

Private support messages, medical information and photographs sent for assessing a product issue are not automatically authorised for advertising use. We will seek separate permission where appropriate.

We may remove content that is fraudulent, abusive, unrelated to the product or otherwise breaches these terms. We do not remove a genuine review merely because it is negative.

16. Intellectual property

Our website content, branding, photographs, videos, graphics and designs belong to us or our licensors unless otherwise stated.

You may access and use the website for personal shopping and information. You must not reproduce or commercially exploit protected content without permission, except where permitted by law.

Nothing in these terms transfers ownership of our intellectual property or limits rights you have under applicable law.

17. Third-party services and links

Our website may use third-party services, including payment providers, or contain links to external websites.

Separate terms and privacy policies may apply when you use those services. We do not control independently operated websites or their content.

Shopify provides our ecommerce platform. We are the seller responsible for your purchase from Ailia Bottle.

Our use of third-party providers does not remove our own obligations to you concerning your purchase or your consumer rights.

18. Privacy

We handle personal information in accordance with our Privacy Policy.

That policy explains how we collect, use, store and disclose personal information, including through Shopify and other service providers, and how you can contact us about privacy matters.

19. Website availability and responsibility

We take reasonable care in operating our website, but access may occasionally be interrupted for maintenance, technical problems or events beyond our reasonable control.

If we become aware of a material error affecting your purchase, we will take reasonable steps to correct it and contact you where appropriate.

Each party remains responsible for loss or damage to the extent provided by applicable law. Nothing in these terms excludes our responsibility for a failure to meet consumer guarantees or other liability that cannot lawfully be excluded.

20. Events beyond our reasonable control

Events such as natural disasters, transport disruptions, government restrictions or major service outages may affect our ability to fulfil an order.

If this happens, we will take reasonable steps to minimise the impact and keep affected customers informed.

This section does not permit us to retain payment for products we cannot supply without offering an appropriate resolution, or remove any cancellation, refund or other rights available under applicable law.

21. Changes to these terms

We may update these terms from time to time and will display the revised date on this page.

The terms applicable when you placed your order continue to govern that purchase unless you agree to a change or a change is required by law.

Updated terms apply to future purchases and use of the website. Where required, we will provide additional notice of material changes.

22. General terms and governing law

These terms are governed by the laws of New South Wales, Australia, subject to any mandatory consumer protections that apply to you.

Nothing in these terms prevents you from bringing a claim in a court or tribunal available to you under applicable law.

If a provision is found invalid or unenforceable, the remaining provisions continue to apply to the extent possible.

A failure or delay in enforcing a provision does not automatically waive the right to enforce it later.

23. Contact us

For questions about these terms, orders, product support or warranty claims, contact:

Ailia Bottle
Operated by Adira Co Pty Ltd
Email: hello@ailiabottle.com
Postal address: PO Box 5 Canterbury NSW 2193 Australia

Please contact us before returning a product so we can provide the appropriate return instructions and address.

For order-related enquiries, please email us rather than contacting us through social media, as those platforms are not regularly monitored for customer support.

If you have not received a response within three business days, please follow up by email in case your original message did not reach us.