If an Australian Tavexio order arrives damaged, pause before discarding or rearranging anything. Keep the outer parcel, internal packing and affected item, and take clear photographs that move from the whole parcel to the specific damage. Tavexio’s Returns and Refunds Policy asks for the order number, exact product name or SKU, a concise description and clear photographs when damage is involved. It also says to keep the item and packaging until support provides the next step.
Photograph from context to detail
- The unopened or first-seen parcel: photograph the full exterior from enough distance to show its overall condition. If it has already been opened, do not stage a sealed view; record the condition as it is.
- Every relevant side: capture crushed corners, punctures, tears, wet areas, open seams or other visible changes. Include an undamaged side when it helps establish orientation.
- The opening and internal arrangement: show how the contents and packing material were positioned when first inspected.
- The affected item: take one full view that identifies the product, followed by closer views of the damage.
- Identifiers that matter: record the exact product name or SKU from the order record. Photograph a visible label only when needed, and share it privately rather than in a public post.
Use even lighting and focus on the evidence. A clear ordinary photograph is more useful than a heavily cropped, filtered or annotated image that hides context. Do not alter packaging merely to produce a clearer picture; photograph the existing condition first.
Preserve more than photographs
Images document appearance, but the physical materials may retain context that a camera misses. Keep the box or satchel, cushioning, inserts, tape, labels and detached pieces together. Keep the affected product in its observed condition. If several products were delivered, separate them only as much as necessary to identify which item is affected, and note whether the others appear intact.
Do not open, use, repair, clean or repackage an affected sealed product while waiting for instructions. Do not send the parcel back on your own initiative. Tavexio says change-of-mind returns and issue-related returns must be assessed before anything is sent, with the correct return destination supplied through instructions.
Write a neutral condition note
Alongside the images, make a short note stating when the parcel was received or first inspected, what was visible and which exact order line is involved. Prefer direct observations such as “the outer corner is crushed and the inner carton is creased” over a theory about when or by whom the damage occurred. If the carrier record contains a relevant event, quote it exactly and keep the tracking reference with the note.
Protect private information in the image set
A shipping label can contain a full name, address, postcode, barcode and tracking reference. Do not post those images in blog comments, reviews or public social channels. Send evidence only through the private route requested by Tavexio. For the first enquiry, the contact form can be used with the order number, delivery postcode and concise issue description.
Do not include payment card details or unrelated identity documents. If support asks for a closer label image or another angle, provide the specific evidence requested rather than a broad collection of personal documents.
Connect the item to the confirmed order
Copy the complete product name from the confirmation rather than relying on colour, a shortened brand name or memory. The pictured item corresponds to the live catalogue record for Dunhill Blue 6mg Cigarettes – 1 Carton (10 Packs). If the product delivered is different from the confirmation as well as damaged, say both things plainly and photograph the identifying features without opening a sealed item unnecessarily.
Submit the evidence, then retain the originals
A useful first message contains the order number, destination postcode, exact affected product name or SKU, a two- or three-sentence condition description and a note that photographs are available or attached through the permitted channel. Keep the original, uncropped files as well as any smaller copies sent. Preserve the physical parcel until Tavexio confirms the next step.
An approved remedy may be a replacement, refund or another solution appropriate to the issue, but the policy does not predetermine the result of an individual assessment. Rights that cannot be excluded under the Australian Consumer Law remain relevant, as stated in Tavexio’s Terms and Conditions. This evidence process records condition and identity; it does not guarantee a particular remedy or establish a legal conclusion.