If an Australian cigarette order arrives damaged, incomplete or different from the confirmed order record, keep the item and packaging, record the exact issue, and contact Virqalo before sending anything back. The key evidence is your order number, the product title or SKU from the confirmation, and clear photographs where the parcel or item is damaged or incorrect.
What to check when the parcel arrives
Start with the parcel and the order confirmation rather than a similar catalogue listing. Check whether the outer packaging is visibly damaged, whether the number of items matches the confirmation, and whether each received product name and SKU matches the ordered record. A nearby brand name, colour or pack description is not proof that the record is equivalent.
For example, the live catalogue treats Dunhill Blue 6mg, SKU SS-386 and Dunhill Red 6mg, SKU SS-372 as distinct product records. If your confirmation names one and the parcel contains the other, report the exact mismatch. Do not describe them as substitutes.
Evidence to keep for a damaged or incorrect order
- Your order number.
- The exact product name and SKU shown on the order confirmation.
- A concise description of what is damaged, missing or different.
- Clear photographs of the parcel, packaging and relevant product details when damage or an incorrect item is involved.
- The item and all packaging until support provides instructions.
Avoid posting delivery details publicly. Virqalo’s Privacy Policy says a support enquiry should contain only the information needed to identify the order and issue; do not include card details, identity documents or unrelated sensitive information in a general message.
Contact Virqalo before returning anything
Use the Virqalo contact form promptly with the evidence above. The published Returns and Refunds policy says not to send an item back until support provides instructions and the correct return destination. This is especially important for regulated or sealed goods, where change-of-mind returns may be restricted and need assessment first.
Damaged, faulty or incorrectly supplied goods
The policy distinguishes a damaged, faulty, incomplete or incorrectly supplied order from a simple change of mind. It states that applicable remedies are handled consistently with rights that cannot be excluded under the Australian Consumer Law. Depending on the assessed issue, an approved remedy may be a replacement, refund or another appropriate solution. This article does not promise a particular outcome; support must assess the actual order evidence.
If delivery tracking is the problem
If the parcel has not arrived, use the separate steps in the Shipping Policy. It asks customers to provide the order number and delivery postcode when tracking is delayed or a parcel appears damaged. Do not publish personal delivery information in a blog comment or public channel.
Frequently asked questions
Should I return a damaged cigarette order immediately?
No. Keep the item and packaging, contact Virqalo promptly, and wait for return instructions and the correct destination.
What should I photograph?
Photograph the visible parcel damage, relevant packaging, and the product details that show an incorrect record. The images should make the specific issue clear without exposing unnecessary personal information.
What identifies the ordered product?
Use the exact title and SKU on the order confirmation. Similar names, colours or pack descriptors can belong to separate catalogue records.
Does every return receive a refund?
No automatic outcome is promised. Virqalo assesses the issue and evidence under its published policy and applicable Australian Consumer Law rights.
Adults 18+ in Australia
Virqalo is an Australia-only tobacco catalogue for adults aged 18 and over. Tobacco contains addictive nicotine, and smoking causes serious health risks. This guide is factual order-support information, not a health claim or an invitation to choose a substitute product.