Keep the order record and packaging when a parcel arrives damaged, faulty, incomplete or different from the confirmed order. A focused report gives support enough information to identify the issue without collecting unrelated personal details.
Compare the delivery with the order record
Start with the order confirmation, complete product name, SKU and carton quantity. Compare those fields with what arrived. A packaging colour alone is not enough to decide that the wrong variant was supplied; use the complete record and the product label together.
Document damage before discarding packaging
Keep the item, carton and delivery packaging until support provides the next step. Record a concise description of the problem and take clear photographs when damage, leakage, missing items or an incorrect product is involved. Do not send the item back before receiving the correct instructions and return destination.
Information that helps support
- Order number and the email used for the order.
- Complete product name and SKU.
- A short description of what is damaged, missing or incorrect.
- Clear photographs when they are relevant to the issue.
Change-of-mind and consumer guarantees
Change-of-mind returns may be restricted for regulated or sealed goods and must be assessed before anything is returned. Remedies for faulty, damaged or incorrectly supplied goods are handled consistently with rights that cannot be excluded under the Australian Consumer Law. The appropriate outcome depends on the confirmed issue and current policy.
Protect sensitive information
A general returns enquiry should not contain payment card details, identity documents or unrelated personal history. Use the order number and product references needed for the case. Support can request additional relevant evidence through the appropriate channel when required.
Policy and catalogue references
Check the Marlboro Hard White product record, browse the complete Tavexio shop, review the Marlboro brand catalogue, confirm delivery terms in the Australia-only shipping policy, read the complete returns and refunds policy, or contact Tavexio with the order number.
Adults 18+ only. Tobacco contains nicotine, which is addictive, and smoking causes serious health risks. This article explains store records and does not provide legal or medical advice.
Common questions
Should a damaged item be returned immediately?
No. Keep the item and packaging until Tavexio provides the correct return instructions.
What should an incorrect-item report include?
Include the order number, complete product name, SKU, a concise description and relevant photographs.