Quick answer: Virqalo’s Returns and Refunds policy covers Australian orders that arrive damaged, faulty, incomplete or different from the confirmed order record. Before you order, the practical steps are: note the order number, record the exact product name and SKU from the product page, keep the item and its packaging after delivery, and never send anything back until Virqalo support has told you where to send it. Change-of-mind returns for regulated or sealed goods may be restricted. This guide is for adults aged 18 or older in Australia and is factual purchase preparation — it is not a recommendation to smoke. Tobacco contains nicotine and smoking causes serious health risks.
Check the live policy pages before you order
The current Returns and Refunds policy is the authoritative statement of how return and refund requests are handled. It sits alongside the Shipping Policy, the Terms and Conditions and the Privacy Policy, which the terms describe as forming part of the same set. Prices, stock indicators and policy wording can change, so check the live pages at the time of your order rather than relying on a saved copy or an older article.
What the returns and refunds policy covers
The live policy says to contact Virqalo promptly if an Australian order arrives damaged, faulty, incomplete or different from the confirmed order record. When you report an issue, provide:
- the order number;
- the exact product name or SKU;
- a concise description of the issue; and
- clear photographs when damage or an incorrect item is involved.
Keep the item and its packaging until support provides the next step. The fastest way to prepare those details is to record them at order time, before the parcel arrives.
Change-of-mind returns: sealed and regulated goods
The policy states that change-of-mind returns may be restricted for regulated or sealed goods and must be assessed before anything is sent back. It also says not to return a product without receiving instructions and the correct return destination. For a pre-order decision, that means a carton of cigarettes should be treated as a sealed-goods purchase that may not qualify for a change-of-mind return. If you think you might change your mind, ask support before ordering rather than assuming a return will be accepted.
Australian Consumer Law remedies
Remedies for faulty, unsafe, damaged or incorrectly supplied goods are handled consistently with rights that cannot be excluded under the Australian Consumer Law. An approved remedy may be a replacement, refund or another solution appropriate to the issue. The Terms and Conditions state that nothing in them excludes rights that cannot be excluded under the Australian Consumer Law.
What to record before and after delivery
The Terms and Conditions state that the current product and cart pages are the authoritative record at the time of an order. Before you order, write down:
- the complete product title exactly as displayed;
- the SKU, including every letter, number and hyphen;
- the A$ price shown on the live product page; and
- the order number once the order is confirmed.
For example, the Marlboro Red Cigarettes – 1 Carton (10 Packs) record (SKU SS-302) displayed A$196.42 with a regular price of A$230.00 and an in-stock indicator when checked on 6 August 2026. Prices and stock can change, so always confirm the live product page and cart at the time of your order. After delivery, keep the item and packaging, and take clear photographs before removing anything if the parcel shows visible damage.
If the order arrives damaged or incorrect: step by step
- Do not discard the packaging or the item until support tells you to.
- Photograph the parcel and its contents so the issue is clearly visible.
- Use the contact form with the order number, the exact product name or SKU, a concise description and the photographs.
- Keep the item and packaging until support provides the next step, and do not return anything before receiving the correct return destination.
For delivery problems — such as tracking that is delayed or a parcel that appears damaged — the Shipping Policy says to use the contact form with the order number and the delivery postcode. Do not post personal delivery information in a blog comment or any public channel.
When an order may be declined or cancelled
The Terms and Conditions state that submitting an order does not guarantee acceptance: an order may be declined or cancelled when age, location, availability, pricing, security or legal requirements cannot be satisfied. Delivery is restricted to eligible Australian addresses, the recipient must be at least 18 years old, and age or identity checks may be required. Keeping your delivery details complete and accurate before you order reduces the chance of an order being held or cancelled.
Frequently asked questions
Can I return an unopened carton if I change my mind?
Change-of-mind returns may be restricted for regulated or sealed goods and must be assessed before anything is sent back. Contact support with the order number and SKU before returning anything.
What do I need to report a damaged or incorrect order?
The order number, the exact product name or SKU, a concise description of the issue, and clear photographs when damage or an incorrect item is involved. Keep the item and packaging until support provides the next step.
Does the Australian Consumer Law apply to my order?
Yes. Rights that cannot be excluded under the Australian Consumer Law apply to faulty, unsafe, damaged or incorrectly supplied goods, and an approved remedy may be a replacement, refund or another solution appropriate to the issue.
Can I send the product back before I hear from support?
No. The policy says not to return a product without receiving instructions and the correct return destination.
Where do I check the current policy?
The Returns and Refunds, Shipping Policy and Terms and Conditions pages are live and linked here. The Terms and Conditions state that the Shipping Policy, Returns and Refunds Policy and Privacy Policy form part of the terms.
Related reading
- Australian Delivery Checks Before Ordering from a Cigarette Catalogue — address and recipient eligibility before you order.
- What to Include When Contacting Virqalo About a Product Record — catalogue and search questions before ordering.
- Virqalo Exact Product Directory — the live list of catalogue records.