How should you prepare a tobacco refund request in Australia? Contact Zavorax promptly with the order number, exact product name or SKU, a concise description of the problem and clear photographs when damage or an incorrect item is involved. Keep the item and packaging, and do not send anything back until support provides instructions and the correct return destination.
This guide is for adults aged 18 and over. Tobacco contains nicotine, which is addictive, and smoking causes serious health risks. It explains a post-purchase support process only; it does not encourage tobacco use or promise that a particular remedy will be approved.
Tobacco refund request checklist
- Order record: provide the order number so support can locate the confirmed transaction.
- Exact product: copy the complete product name or SKU from the order record or canonical product page.
- Specific issue: state whether the goods arrived damaged, faulty, incomplete or different from the confirmed order.
- Evidence: attach clear photographs when damage or an incorrect item is involved, without including unrelated personal information.
- Retain the goods: keep the item and packaging until support explains the next step.
These requirements come from the current Returns and Refunds policy. A focused request gives support the identifiers and evidence needed to assess the issue without relying on a shortened product nickname or an unsupported assumption.
Match the request to the confirmed product record
Use the exact listing rather than a similar colour or variant name. For example, the live catalogue listed ESSE Change Double Applemint Orange and ESSE Change Double Applemint Wine as separate A$250 cartons of 10 packs when checked on 15 August 2026. The ESSE category page helps locate both records, but the individual product URL and SKU are the stronger identifiers for a refund enquiry.
Price and stock can change, so describe the confirmed order rather than assuming the current catalogue state proves what was supplied. Do not include card details, identity documents or unrelated account information in the first message.
Do not return the item before receiving instructions
The policy says change-of-mind returns may be restricted for regulated or sealed goods and must be assessed before anything is sent back. Even when the issue is damage, a fault, an incomplete order or an incorrect item, wait for the approved next step and return destination. Sending goods to an unconfirmed address can make the case harder to trace.
How the remedy is assessed
An approved remedy may be a replacement, refund or another solution appropriate to the issue. The correct outcome depends on the evidence and circumstances, so a request should ask for assessment rather than demand a guaranteed result. The policy also states that rights which cannot be excluded under the Australian Consumer Law remain in place.
If the concern is primarily a delayed or damaged parcel in transit, review the Shipping Policy as well. It asks for the order number and delivery postcode when tracking is delayed or a parcel appears damaged.
Send a concise support message
Use the Zavorax contact form. A practical opening is: “Order [number], product [exact name or SKU]. The confirmed order shows [record], but I received [brief factual description]. I have retained the item and packaging and can provide the relevant photographs.” Add only the details needed to distinguish the order and issue.
Quick questions
Is a refund automatic after a request?
No. The issue and evidence must be assessed. An approved remedy may be a refund, replacement or another appropriate solution.
Should the product be posted back immediately?
No. Keep the item and packaging and wait for instructions and the correct return destination.
What identifies the product accurately?
Use the complete product name or SKU from the confirmed order or exact canonical product record, not a shortened variant name.