The first question is factual: does the delivered item match the complete product record in the confirmed order? If it matches but is no longer wanted, the request is generally a change-of-mind request. If it is a different product or variant from the confirmed record, report an incorrect item. Tavexio’s Returns and Refunds Policy treats these categories differently: change-of-mind returns may be restricted for regulated or sealed goods, while incorrectly supplied goods are assessed with remedies consistent with rights that cannot be excluded under the Australian Consumer Law.
A two-path classification
Path A: the item matches, but you do not want it
Compare the delivered product with the order confirmation line by line. If the complete name, variant and recorded sale unit match, describe the reason accurately as change of mind. Do not open or alter a sealed product to investigate it further. Contact Tavexio before sending anything, because eligibility must be assessed and an unapproved parcel may not go to the correct return destination.
Path B: the delivered item does not match
If a material part of the confirmed product record differs from what arrived, describe it as an incorrect-item issue. State the exact ordered name and the exact delivered name visible to you. Provide photographs when product identity is relevant, while keeping the item, outer parcel and internal packaging. Do not reduce the comparison to “wrong colour” or “wrong type” if the labels allow a more precise description.
Run a three-way match before contacting support
Place three records side by side: the confirmation email, the live or saved catalogue description used when ordering, and the unopened delivered item. Tavexio’s terms say product names, SKUs, images, prices and stock indicators identify catalogue records, while the current product and cart pages are authoritative at the time of an order. Catalogue information may later change, so retain the confirmation rather than relying only on a current page.
- Name: compare every qualifier, including variant wording and strength descriptors shown in the record.
- SKU: use it when the confirmation provides one; do not invent or infer a code.
- Sale unit: check the quantity or carton description recorded in the order.
- Physical label: photograph the identifying area without opening sealed goods merely to obtain more evidence.
For example, MEVIUS Option Purple 8 – 1 Carton (10 Packs) is a specific catalogue name. A generic reference to “MEVIUS Purple” may omit distinctions needed to identify whether the delivered line matches.
Mixed situations need a mixed description
An order can involve more than one issue. An item may be incorrect and its parcel may also be damaged; a multi-line order may contain one correct item and one different item. List each affected line separately and describe only what you can observe. For visible parcel damage, follow the damaged parcel evidence guide before discarding packaging.
Do not reclassify an incorrect-item issue as change of mind simply because the delivered product is usable, and do not label a matching product “incorrect” solely because preferences changed after ordering. Accurate classification helps support assess the relevant facts; it does not determine the remedy in advance.
What to put in the first request
Use the order number and delivery postcode, then state one of these factual summaries: “The delivered item matches the confirmed record, and I am asking whether a change-of-mind return can be assessed,” or “The confirmation lists [complete name], while the unopened delivered item is labelled [complete name].” Add the exact SKU if it appears in the record, a concise explanation and clear identity photographs for an incorrect-item issue.
Send the request through Tavexio’s contact form, not a public comment or social post. Keep full addresses, tracking references, payment card information and unrelated identity documents private. Support can request further evidence if it is needed.
Wait for assessment before returning goods
Keep the item and packaging until instructions arrive. Do not assume that a change-of-mind request will be accepted, that an incorrect-item report automatically produces a particular outcome, or that any return address found elsewhere is current. Tavexio states that an approved remedy may be a replacement, refund or another solution appropriate to the issue.
Submitting an order does not itself guarantee acceptance, and this guide does not offer a legal conclusion about an individual case. Its purpose is narrower: identify the request correctly, preserve sealed goods and evidence, and give Tavexio a precise comparison against the confirmed order record.