If your Zavorax order arrives with an item that differs from the confirmed order record, keep the item and packaging, record the exact product name or SKU, take clear photographs and contact support promptly through the Zavorax contact form. The live Returns and Refunds Policy says not to send anything back until support provides instructions and the correct return destination. This guide is for Australian adults aged 18 or older.
What to do when you receive the wrong item
Start by comparing what arrived with the order confirmation. Use the complete confirmed record rather than a shortened product nickname: check the product name, SKU where shown, carton description and quantity. The current policy asks customers to provide the order number, exact product name or SKU, a concise description of the issue and clear photographs when an incorrect item is involved.
- Keep the item, shipping carton and internal packaging together.
- Find the order number and the email address used at checkout.
- Write down the exact name and SKU of the item received.
- Compare those details with the confirmed order record.
- Take clear photographs that show the item and the relevant packaging without exposing payment details or identity documents.
- Submit a focused request through the private contact form.
Evidence to prepare for an incorrect-item order
A concise evidence set helps support match the enquiry to the right order and assess what was supplied. Include:
- Order number: copy it directly from the order confirmation.
- Checkout email: use the address attached to that order.
- Expected item: quote the exact confirmed product name and SKU if available.
- Received item: record the full visible product name and SKU rather than describing only its colour or pack design.
- Photographs: provide clear images when support requests them, including packaging relevant to the mismatch.
- Short explanation: state that the supplied item differs from the confirmed order record and identify the specific difference.
Do not post personal delivery details publicly. The contact page identifies the order number and checkout email as the useful matching details for an order enquiry.
Why the exact product name and SKU matter
Product imagery, displayed prices and stock indicators can change, while the order confirmation records what was ordered at that time. The Terms and Conditions describe product names and SKUs as fields used to identify live catalogue records and say the current product and cart pages are authoritative at the time of an order. For an incorrect-item report, the confirmed order record is therefore more useful than a saved search snippet or a visual guess based only on packaging.
You can use the live Zavorax shop to locate the current listing, but do not assume that a later price, image or stock change proves what was confirmed previously. Quote both records clearly: the item named in the confirmation and the item actually received.
Do not return the item before receiving instructions
The Returns and Refunds Policy says change-of-mind returns may be restricted for regulated or sealed goods and must be assessed before anything is sent back. An incorrectly supplied item is not the same issue as a simple change of mind, but the practical instruction is still clear: retain the item and packaging and wait for support to provide the next step and correct return destination.
The policy also states that remedies for faulty, unsafe, damaged or incorrectly supplied goods are handled consistently with rights that cannot be excluded under the Australian Consumer Law. An approved remedy may be a replacement, refund or another solution appropriate to the issue. The appropriate outcome depends on support’s assessment; this article does not promise a particular remedy.
What happens after you contact support
Support can match the order number and checkout email to the confirmed record, compare the expected and received item details, and request photographs where required. Keep the goods and packaging unchanged while the issue is assessed. If the parcel itself was also damaged, mention that in the same concise description and follow the evidence instructions in the Returns and Refunds Policy.
If the concern is instead a tracking delay or damage visible at delivery, the Shipping Policy asks for the order number and delivery postcode through the contact form. Keeping these situations distinct helps route the request: an incorrect-item enquiry compares supplied goods with the order record, while a delivery enquiry concerns the parcel’s transport or tracking.
Frequently asked questions
What should I do if Zavorax sent the wrong item?
Keep the item and packaging, record the order number and exact product details, take clear photographs and use the Zavorax contact form promptly. Do not send the item back before receiving instructions and the correct return destination.
What photos are needed for an incorrect item?
The live policy asks for clear photographs when an incorrect item is involved. Capture the received item and relevant packaging clearly enough to identify the mismatch, but keep payment details, identity documents and unrelated personal information out of the images.
Is a refund guaranteed for a wrong item?
No specific remedy is guaranteed by this guide. The Returns and Refunds Policy says an approved remedy may be a replacement, refund or another solution appropriate to the issue, following assessment and rights that cannot be excluded under the Australian Consumer Law.
Zavorax is for adults aged 18 or older at eligible Australian delivery addresses. Tobacco contains nicotine, which is addictive, and smoking causes serious health risks. This article explains the site’s current support preparation steps and does not make health, reduced-risk or product-performance claims.