Last updated: 2 August 2026

1. About these Terms

These Terms & Conditions (Terms) govern your access to and use of the website nouraide.com (the Site) and your purchase of products from the Site. The Site is owned and operated by Surgical Nutrition Group Pty Ltd (ABN 70 695 188 731), trading as Nouraide (“Nouraide”, “we”, “us”, “our”).

By accessing the Site, creating an account, joining our mailing lists, or placing an order, you agree to be bound by these Terms. If you do not agree, please do not use the Site.

These Terms should be read together with our Privacy Policy and our Website & Product Disclaimer, both available on the Site, which form part of these Terms.

2. Important health notice

Nouraide products are foods. They are not therapeutic goods, medicines or medical devices, and they are not intended to diagnose, treat, cure or prevent any disease or medical condition.

Content on the Site — including articles, guides, protocols and research summaries — is general information and education only. It is not medical, dietetic or other professional health advice, and it does not take into account your individual circumstances, medical history, medications or allergies.

•    Always consult your surgeon, doctor, dietitian or other qualified health professional before beginning any nutrition product or program, particularly before or after surgery, if you are pregnant or breastfeeding, if you have a medical condition, or if you take any medication.

•    Do not delay seeking, or disregard, professional medical advice because of anything you read on the Site.

•    Follow the directions for use on the product label, including any advisory statements. Our products are not suitable for children under 15 years or pregnant women, and should be consumed as part of a nutritious diet.

•    Check the ingredient list carefully if you have allergies or intolerances.

Our Website & Product Disclaimer contains further important information and applies to your use of the Site.

3. Use of the Site

You may use the Site only for lawful purposes. You must not:

•    use the Site in a way that breaches any law or these Terms, or that infringes anyone's rights;

•    copy, scrape, reproduce or commercially exploit Site content without our written permission;

•    upload malicious code, attempt to gain unauthorised access to the Site or its systems, or interfere with the Site's operation;

•    misrepresent products purchased from us, resell them without a wholesale agreement, or make claims about them that we have not made ourselves (including therapeutic claims).

We may suspend or restrict access to the Site, close customer accounts, or refuse or cancel orders (with a refund of any amount paid for undelivered products) where we reasonably believe these Terms are being breached — including suspected fraud, abusive conduct toward our team, or misuse of discount codes.

4. Products, information and availability

We take care to describe our products, ingredients and pricing accurately, but errors can occur. We may correct errors, update information, or discontinue products at any time without notice. Product images are illustrative and minor variations (for example, packaging updates) may occur. Like most food products, our formulations and nutrition information may be updated from time to time; the ingredient list and directions on the pack you receive are current for that batch and prevail over the Site if they differ. Always re-check the label if you have allergies.

All products are subject to availability. If a product you have ordered is unavailable, we will contact you to offer a substitute, a backorder, or a full refund.

5. Orders

When you place an order through the Site, you make an offer to purchase the products in your cart at the prices displayed, subject to these Terms. Our order confirmation email acknowledges receipt of your order; a contract is formed when we dispatch your order (or, for pre-orders, when we confirm acceptance).

We may decline or cancel an order (with a full refund of any amount paid) where, for example, a product is unavailable, there is an error in pricing or product information, we suspect fraud or misuse of a discount code, or the order is for resale without a wholesale agreement.

You are responsible for ensuring your order details, including your delivery address, are accurate.

6. Pricing and payment

•    All prices are in Australian dollars (AUD) and include GST, unless stated otherwise at checkout.

•    Prices may change at any time, but changes will not affect orders we have already accepted.

•    Payment is processed at checkout via our payment providers (e.g. Shopify Payments, and any other methods shown at checkout). We do not see or store your full card details.

•    Discount codes: only one code may be used per order unless stated otherwise; codes cannot be exchanged for cash, may have expiry dates or conditions, and may be withdrawn where we suspect misuse. Clinic referral codes provide a discount to the patient only — no payment or benefit is made to any clinician in connection with their use.

7. Shipping and delivery

•    We ship within Australia and New Zealand. Shipping costs and estimated timeframes are shown at checkout. [Insert shipping rates / free-shipping threshold once decided.]

•    New Zealand orders: prices shown at checkout for NZ deliveries include any NZ GST we are required to collect. You are responsible for any other customs duties, import taxes or clearance charges imposed on delivery, and for ensuring the products may lawfully be imported for your personal use.

•    Delivery timeframes are estimates only. We are not responsible for delays caused by carriers or events outside our reasonable control, but we will help you track and resolve delivery issues.

•    Risk in the products passes to you on delivery to your nominated address. Please provide a secure delivery address; if you authorise the carrier to leave your parcel unattended, you do so at your own risk.

If you need your order by a particular date, please order well in advance and allow for the delivery timeframes shown at checkout.

8. Returns, refunds and consumer guarantees

8.1 Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have products replaced or refunded if they fail to be of acceptable quality. Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy under the ACL that cannot lawfully be excluded.

New Zealand customers: if you purchase as a consumer in New Zealand, our products also come with guarantees under the Consumer Guarantees Act 1993 (NZ), and nothing in these Terms limits your rights under that Act or the Fair Trading Act 1986 (NZ) to the extent they apply and cannot lawfully be excluded. References in this clause 8 to your consumer rights include those New Zealand rights.

8.2 Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, contact us at contact@nouraide.com within a reasonable time with your order number and photos. We will arrange a replacement or refund (including reasonable return postage where required) in accordance with the ACL.

8.3 Change of mind

Because our products are foods, we can only accept change-of-mind returns where the product is unopened, unused, with all seals intact, and returned within 30 days of delivery. Return postage for change-of-mind returns is at your cost, and refunds are issued to your original payment method once the product is received and inspected. We cannot accept change-of-mind returns of opened product for food safety reasons. This policy is in addition to your ACL rights, not instead of them.

9. Product recalls, complaints and safety

9.1 Recalls

If a product is subject to a voluntary or mandatory recall, we will act in accordance with the FSANZ Food Recall Protocol and applicable law. We will publish recall information on the Site and use the contact details on your order to notify you where your order is affected. If your product is recalled: stop using it, follow the instructions in the recall notice, and we will provide a replacement or full refund, including any return costs. Keeping your contact details up to date helps us reach you quickly if this ever occurs.

9.2 Complaints and adverse reactions

If you experience an unexpected reaction after using a product, stop use and seek advice from your doctor or pharmacist. Please then report it to us at contact@nouraide.com with your order number and the batch number and best-before date printed on the pack. So that we can investigate properly, we may ask you for further information (for example, how the product was used and stored) and may ask you to return the product or remaining contents to us at our cost.

We take all product quality complaints seriously and will acknowledge your report promptly, investigate, and keep you informed. Nothing in this clause limits your rights under clause 8.

10. Intellectual property

All content on the Site — including text, articles, guides, protocols, images, videos, logos, the Nouraide name and branding — is owned by or licensed to Surgical Nutrition Group Pty Ltd and is protected by intellectual property laws. You may view, download and print Site content for your personal, non-commercial use (for example, to discuss with your health professional). Any other use requires our prior written consent.

11. Educational content and third-party material

Our Education Hub summarises published research and general nutrition information. Research summaries reflect our reading of the cited studies at the time of writing; science evolves and individual results vary. Links to third-party websites, studies or resources are provided for convenience only — we do not endorse and are not responsible for their content.

12. Reviews and customer content

We welcome genuine reviews and feedback. By submitting a review, comment, photo or other content to the Site or our review platforms, you confirm it reflects your genuine experience, and you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, edit for length or clarity, and display that content in connection with our business (including on the Site and in marketing), with or without your first name.

•    Reviews must not contain therapeutic claims (for example, that a product treated or prevented a medical condition), other people's personal information, or unlawful, misleading or offensive material.

•    We moderate review content and may decline to publish, edit for compliance, or remove content that breaches these requirements or the law — but we do not remove or edit reviews simply because they are negative.

•    Reviews and testimonials reflect individual experiences and are not a guarantee of any particular outcome.

13. Wholesale and clinic accounts

Purchases by clinics, pharmacies or other resellers are governed by a separate wholesale agreement, not these Terms. Products purchased through the Site at retail prices are for personal use and may not be resold. We do not pay commissions, referral fees or other benefits to health practitioners in connection with recommendations or sales of our products.

14. Liability

To the maximum extent permitted by law, and subject always to clause 8.1:

•    we exclude all liability for indirect or consequential loss arising from your use of the Site or our products;

•    our total liability in connection with products you purchase is limited, at our option, to replacing the products or refunding the amount you paid for them, where the law permits liability to be so limited;

•    we are not liable for loss arising from your failure to follow label directions, your failure to obtain appropriate medical advice, inaccurate information you provide to us, or events outside our reasonable control.

Nothing in this clause limits your rights under the ACL or any other rights that cannot lawfully be excluded.

15. Events outside our control

We are not liable for any delay or failure to perform our obligations (other than an obligation to refund money paid) to the extent caused by events beyond our reasonable control — including natural disasters, epidemics, carrier or supply chain failures, industrial action, utility or telecommunications failures, or government action. If such an event materially delays your order, we will let you know, and either of us may cancel the affected order for a full refund. Nothing in this clause affects your rights under the Australian Consumer Law or the Consumer Guarantees Act 1993 (NZ).

16. Privacy

We handle personal information in accordance with our Privacy Policy, available on the Site. By using the Site you consent to that handling as described in the Privacy Policy.

17. Changes to these Terms

We may update these Terms from time to time. The version published on the Site at the time you place an order applies to that order. We encourage you to review these Terms periodically; the “Last updated” date at the top shows when they last changed.

18. General

•    If any part of these Terms is found to be invalid or unenforceable, the rest remains in effect.

•    A failure by us to enforce any provision is not a waiver of it.

•    You may not assign your rights under these Terms without our consent.

•    These Terms are governed by the laws of Queensland, Australia, and the parties submit to the non-exclusive jurisdiction of the courts of Queensland. If you are a consumer in New Zealand, this does not deprive you of the protection of mandatory consumer laws of New Zealand.

19. Contact us

Surgical Nutrition Group Pty Ltd trading as Nouraide

ABN 70 695 188 731

Email: contact@nouraide.com

Address: 2/32 Duke Street, Kangaroo Point QLD 4169, Australia