Adults 18+ in Australia only. Before sending any item back to Xorvila, identify which published return-assessment path matches the issue and contact support for instructions. A return address, approval or outcome should not be assumed from a general blog guide.
Tobacco contains nicotine, which is addictive, and smoking causes serious health risks. This article explains a support process for adult customers. It is not medical or quitting advice, encouragement to smoke, or a promise of a refund, replacement, return approval or delivery result.
Start with the reason for the request
The current Returns and Refunds policy distinguishes change-of-mind requests from goods that arrive damaged, faulty, incomplete or different from the confirmed order record. That distinction matters before a parcel is prepared for return.
A change-of-mind request may be restricted for regulated or sealed goods and must be assessed before anything is sent back. A damaged, faulty, incomplete or incorrectly supplied item follows a different evidence path. Describe the observed issue accurately rather than choosing the category that seems most likely to produce a particular outcome.
Do not post or send the item before instructions
The Returns and Refunds policy says not to return a product without receiving instructions and the correct return destination. Keep the item and its packaging while support reviews the question. Do not address a parcel using an address found in an old email, search result, invoice footer or another website unless Xorvila support has confirmed that it is the correct destination for the assessed request.
Waiting for instructions protects the record of what was delivered and avoids treating a support enquiry as an approved return. Contacting support does not itself establish eligibility for a refund, replacement or another remedy.
Use the smallest record set that identifies the path
Open the private Xorvila contact form and state whether the question concerns a change of mind or an item that is damaged, faulty, incomplete or different from the confirmed order. Include the order number when relevant and identify the exact product with its full recorded name or SKU.
For damage or an incorrect item, the policy asks for a concise description and clear photographs. Keep the photographs focused on the relevant product, packaging and observed issue. Do not include card details, identity documents or unrelated personal history in a general support message. The Privacy Policy owns the current information-handling terms.
Keep the confirmed order separate from the live catalogue
Product names, prices, images, stock indicators and other catalogue details can change. The Terms and Conditions identify the current product and cart pages as authoritative at the time of an order. For a return question, use the confirmed order record to describe what was requested, then describe what arrived or why the change-of-mind assessment is being requested.
Do not replace the historical order details with a current listing, and do not infer that a changed price, stock label or image determines the return outcome. The support assessment and applicable policy determine the next step.
Check the response before preparing a parcel
When support replies, verify that the instructions refer to the correct order and item. Read the stated next step and return destination carefully. If anything is unclear, ask through the same private support channel before sending the parcel. Do not publish order numbers, delivery details, photographs or support correspondence in a blog comment or public channel.
If the issue is tracking delay or apparent parcel damage before delivery is complete, review the Shipping Policy. It directs customers to provide the order number and delivery postcode for those delivery problems, and it describes processing and delivery estimates as guidance rather than guarantees.
Return-assessment check before dispatch
- The enquiry is from an eligible Australian adult aged 18 or older.
- The reason is stated accurately: change of mind, damaged, faulty, incomplete or different from the confirmed order.
- The order number and exact product name or SKU are included only as needed.
- Relevant photographs are ready when damage or an incorrect item is involved.
- The item and packaging have been kept while instructions are pending.
- No card details, identity documents or unrelated personal history were submitted.
- Support has provided the next step and correct return destination before anything is sent.
Adult-use and risk notice: Xorvila is for eligible Australian adults aged 18 or older. Do not order for a minor or provide false age or delivery information. Tobacco contains nicotine, which is addictive, and smoking causes serious health risks.